Overview

UDP / Real-Time Traffic Errors occur when the network connection required to stream real-time data between the Softdrive client and the Cloud PC is disrupted, blocked, or degraded.

Softdrive relies heavily on UDP to deliver low-latency video, audio, input, and keepalive traffic. Unlike TCP, UDP does not retry lost packets, which makes it faster but more sensitive to packet loss, filtering, and unstable connections.

If UDP traffic is blocked, throttled, or only allowed in one direction, sessions may fail during setup or disconnect shortly after connecting.

Applies To

• Softdrive Virtual Machines
• Softstream Client
• Users experiencing connection failures or session instability
• Corporate and VPN environments

Symptoms

• Session disconnects shortly after connecting
• Unable to establish a session
• Frequent reconnect attempts
• Poor streaming quality, audio drops, or input lag

Possible Causes

• Firewalls or security appliances blocking UDP traffic
• EDR or endpoint security tools interfering with real-time traffic
• VPNs or secure gateways that do not support bidirectional UDP properly
• Packet loss, jitter, or unstable internet connectivity
• UDP traffic allowed outbound but blocked inbound

These issues are network-related and are not caused by the Softdrive client or the Cloud PC itself.

Resolution

1. Confirm Required Ports Are Open

Softdrive requires both TCP and UDP communication to function correctly. All required ports must be open in both directions.

Important: Allowing outbound UDP only is not sufficient.

TCP (Control & Session Setup)

UDP / SRTP (Streaming & Real-Time Data)

These ports must be allowed through:

• Firewalls
• EDR / endpoint security software
• VPNs or secure gateways
• Traffic inspection or filtering tools

2. Check Network Quality

• Ensure the connection is stable with low latency and packet loss
• Wired Ethernet connections are strongly recommended
• Wi-Fi instability may impact UDP performance significantly

3. Disable VPNs or Security Tools for Testing

• Temporarily disable VPNs or endpoint security tools
• Test whether connectivity improves without traffic inspection enabled

4. Test from a Different Network

• Try connecting from a different network
• Use a mobile hotspot or home network to isolate corporate network restrictions

5. Use the Softdrive Troubleshoot Option

If Softdrive previously worked on the same network, use the:

Troubleshoot

button available in the Softdrive Dashboard.

Related Error Codes

• Error Code 03 – HandshakeTimeout
  Session negotiation failed due to network instability.
• Error Code 04 – KeepAliveTimeout
  UDP keepalive packets timed out.
• Error Code 11
  Severe packet loss or unstable network connection.
• Error Code 19 – connectionFailed
  UDP traffic required for streaming is blocked or filtered.

Validation / Expected Result

The Softdrive session establishes successfully and remains stable with smooth real-time audio, video, and input streaming.

Troubleshooting Notes

• UDP traffic must flow bidirectionally
• Corporate firewalls frequently block required UDP traffic
• VPNs may introduce routing or packet-loss issues
• Packet loss and jitter are common causes of unstable sessions
• EDR software may terminate or inspect UDP traffic unexpectedly

Escalation

If the issue persists, contact Softdrive Support and include the following:

• Error code(s) encountered
• Date and time of occurrence
• Network type (home, corporate, VPN, hotspot)
• Screenshot of the error message
• Description of firewall, EDR, VPN, or network restrictions

Email: support@softdrive.co