Overview
Error Code 15 (UserAuthenticationFailure) indicates that the user was not authenticated successfully when attempting to connect to Softdrive.
This error commonly occurs when a user account has not been fully activated or when authentication information on the local device is conflicting or incomplete.
Common Causes
Error Code 15 (UserAuthenticationFailure) is usually triggered by one or more of the following:
The user has not completed account activation by clicking the Softdrive activation email
Multiple Microsoft accounts signed in on the same device causing authentication conflicts
Stale or incorrect authentication session cached on the local computer
Troubleshooting
Things to do when this happens:
Log out of all Microsoft accounts on the device
Sign out of every Microsoft account on the computer, including browser sessions.Sign in again using the correct account
Open a browser and log in with the Microsoft account associated with your Softdrive user.Complete Softdrive account activation
If you are a new user, make sure you click the Softdrive activation email sent to you before attempting to connect.
After completing the steps above, retry connecting to your Cloud PC.
If the issue continues to occur, please contact Softdrive Support.
When opening a support ticket, include as much detail as possible:
Exact error code shown (Error Code 15 – UserAuthenticationFailure)
Email address used to sign in
Confirmation of whether the activation email was completed
Screenshots of the error message
Email: support@softdrive.co
Providing authentication and account details helps the Softdrive team resolve access issues quickly.