Troubleshooting - Error Codes

Error Code 1 - TLSHandshakeFailed
Failed to establish TLS connection

This error indicates that your device was able to initiate a connection to the remote PC, but the handshaking mechanism to secure this connection failed.If you have a network administrator, please contact them and send them this page. Typically, this error is triggered by network security policies such as SSL inspection.If you suddenly started experiencing this issue connecting to a Cloud PC and Softdrive used to work on the network you are using, please try the Troubleshoot button on our dashboard. If that fails, please contact us.You can also try restarting the device you are connecting from, and the PC you are connecting to.

Error Code 2 - TLSHandshakeTimeout

Failed to establish TLS connection due to a timeout

This error indicates that your device was able to initiate a connection to the remote PC, but the handshaking mechanism to secure this connection failed.

If you have a network administrator, please contact them and send them this page. Typically, this error is triggered by network security policies such as SSL inspection.

If you suddenly started experiencing this issue connecting to a Cloud PC and Softdrive used to work on the network you are using, please try the Troubleshoot button on our dashboard. If that fails, please contact us.

You can also try restarting the device you are connecting from, and the PC you are connecting to.

Error Code 3 - HandshakeTimeout
Client never received the session settings ACK

This error indicates that your device was able to initiate a connection to the remote PC, but failed to negotiate settings for the session.

Please check the quality of your Internet connection.

If you suddenly started experiencing this issue connecting to a Cloud PC and Softdrive used to work on the network you are using, please try the Troubleshoot button on our dashboard. If that fails, please contact us.

Error Code 4 - KeepAliveTimeout
Timed out on UDP keepalives

This error indicates that the UDP component of your connection has either become broken, or unusable for Softdrive.Please check the quality of your Internet connection.If you have a network administrator, please contact them and send them this page. This error can be triggered by network policies blocking or throttling UDP traffic.or indicates that your device was able to initiate a connection to the remote PC, but failed to negotiate settings for the session.Please check the quality of your Internet connection.If you suddenly started experiencing this issue connecting to a Cloud PC and Softdrive used to work on the network you are using, please try the Troubleshoot button on our dashboard. If that fails, please contact us.

Error Code 6 - ClientException
The client encountered an unexpected error

The remote desktop client encountered an unexpected and uncategorized error. Please open a support ticket and the Softdrive team will investigate. You can try connecting again.

Error Code 7 - ServerException
The server encountered an unexpected error

The remote desktop server encountered an unexpected and uncategorized error.

Please open a support ticket and the Softdrive team will investigate.

You can try connecting again.

Error Code 8 - MonitorTopologyFail
Failed to mirror the client's monitor topology

This error indicates that the remote PC had an issue setting up and configuring monitors to match the client device's configuration. Please open a support ticket. Typically, monitor topology issues will fail gracefully rather than report this error.

Error Code 9 - SessionSettingsTimeout
Server never received the session settings

This error indicates that your device was able to initiate a connection to the remote PC, but failed to negotiate settings for the session. Please check the quality of your Internet connection. If you suddenly started experiencing this issue connecting to a Cloud PC and Softdrive used to work on the network you are using, please try the Troubleshoot button on our dashboard. If that fails, please contact us.

Error Code 10 - OtherClientConnected
Another client device connected, ending this session

This message is not an error - this is a standard message to see. This message uses the Softdrive error mechanism to provide feedback about a special exit scenario.

If you are connected a remote PC using Softdrive on one device, connecting to the same remote PC (e.g. by logging into the same account) on another device will disconnect the first device.

If this message is unexpected, please open a support ticket.

Error Code 11 - TCPConnectionFailed
Failed to establish TCP connection

This error indicates that your device was unable to initiate a connection to the remote PC.Please check that the remote PC is online, and that SoftdriveServer.exe is running. If you suddenly started experiencing this issue connecting to a Cloud PC, please try the Troubleshoot button on our dashboard. If that fails, please contact us.

Error Code 12 - TCPDisconnection
TCP Connection was closed

This error indicates that the TCP component of the connection was closed. If this issue happens regularly, please contact your network administrator and send them this page, as this is often caused by TCP RSTs being triggered by a network security policy.

Error Code 13 - ServerRestart
Server is restarting

This error is caused when the server portion of Softdrive's software, SoftdriveServer.exe running on the remote PC, is restarting. If you are experiencing this issue unexpectedly, please contact us.

Error Code 14 - UserProcessTermination

User process termination

This error is caused when the user-session

component of the server portion of Softdrive's software, SoftdriveServerUser.exe running on the remote PC, has closed unexpectedly. If you encounter this issue, please contact us.

Error Code 15 - UserAuthenticationFailure
User Authentication Failure termination

This error is caused when the session authentication token has become invalidated.

If you encounter this issue, please log out and log back in.

Error Code 3221225781 - Corrupt Softdrive Install
There is an error with your Softdrive installation

This error indicates that there is an issue with the installation of Softdrive on your device.

Please confirm that you are using a supported Operating System: Windows 10, Windows 11, or Windows Server 2019+, x64 only.

Please ensure that you have the Microsoft VC++ Redistributable 2015+ installed. You may download it from this link:

https://aka.ms/vs/17/release/vc_redist.x64.exe. (See the link on Microsoft's webpage).

Try uninstalling Softdrive from the Windows Apps & features page, downloading it again, and reinstalling.

If you continue to experience this issue, please open a support ticket.