Overview

When a Softdrive virtual machine appears offline or inaccessible, it is important to first confirm that the issue is not caused by the local computer’s internet connection.

This guide provides a step-by-step process to verify network connectivity, DNS resolution, browser access, firewall configuration, and general internet stability before escalating the issue to Softdrive Support.

Applies To

• Softdrive Virtual Machines
• Windows, macOS, and Linux devices
• Users experiencing connectivity or session launch issues

Prerequisites

• Access to the local computer
• Ability to run Command Prompt or Terminal commands
• Internet connection available for testing

Procedure

Step 1: Check Physical Connectivity

1. Ensure the computer is connected to Ethernet or Wi-Fi
2. Verify the network icon does not show “No Internet” or a red X

Step 2: Test Local Network

1. Open Command Prompt (Windows) or Terminal (Linux/macOS)
2. Run:

   ping 127.0.0.1

   ✅ Replies received → Local TCP/IP stack is working
   ❌ Failure → Local networking issue
3. Run:

   ipconfig /all   # Windows
   ifconfig        # Linux/macOS

4. Confirm:
   • An IP address exists (not 169.254.x.x)
   • The gateway IP is present

Step 3: Test Gateway / Router

1. Run:

   ping <gateway_IP>

   ✅ Replies → Computer can reach router
   ❌ No replies → Check Wi-Fi, cabling, or router

Step 4: Test DNS and Internet

1. Test internet connectivity by IP:

   ping 8.8.8.8

   ✅ Replies → Internet routing works
   ❌ No replies → ISP or router issue
2. Test DNS resolution:

   ping google.com

   ✅ Replies → DNS working
   ❌ IP works but DNS fails → DNS issue

Step 5: Test Browser and Secure Connectivity

1. Open a browser and visit:
   https://www.google.com
2. Run:

   nslookup google.com

   This confirms DNS resolution.
3. Run:

   tracert google.com     # Windows
   traceroute google.com  # Linux/macOS

   This identifies where connectivity drops occur.

Step 6: Confirm Firewall and VPN Configuration

1. Temporarily disable VPN software for testing
2. Review firewall or endpoint security logs for blocked traffic
3. Ensure HTTPS (port 443) and required Softdrive ports are not blocked

Step 7: Advanced Network Troubleshooting

• Verify other devices on the same network have internet access
• Restart the modem or router
• Flush DNS cache:

  ipconfig /flushdns

• Renew IP configuration:

  ipconfig /release
  ipconfig /renew

If all tests succeed, the local computer likely has working internet connectivity and the issue may be related to the Softdrive VM itself (network configuration, VLAN, DHCP, NIC, or host connectivity).

Step 8: Optimize Softdrive Connection Settings

Softdrive includes built-in settings that can improve performance on unstable or slow internet connections.

Open the Softdrive menu and navigate to:

Quick Settings

Select a lower-quality profile if experiencing lag, packet loss, or instability.

Expected Result

The local computer is confirmed to have working internet connectivity, allowing users to isolate whether the issue is local-network related or specific to the Softdrive environment.

Troubleshooting

• Test from another network (hotspot) to compare behavior
• Corporate VPNs and security software may interfere with connectivity
• DNS issues are common causes of intermittent failures
• Packet loss or unstable Wi-Fi may cause session disconnects
• If the issue persists, contact support@softdrive.co