Softstream Error Code 6 Caused by Chroma Subsampling 4:4:4

Overview

Error Code 6 may occur when Softstream attempts to start a session using a custom video setting configured with Chroma subsampling 4:4:4.

As a temporary workaround, select one of the predefined Softstream video settings, such as Low, Medium, or High. These profiles use Chroma subsampling 4:2:0 by default.

Applies To

• Softstream
• Windows Softdrive sessions
• Custom Advanced Video Settings
• Sessions displaying Error Code 6

Symptoms

Users may experience one or more of the following symptoms:

• Softstream fails to establish the remote session.
• The session disconnects shortly after attempting to connect.
• Softstream displays Error Code 6.
• The issue occurs only when a specific custom video profile is selected.
• The session works after selecting a predefined Low, Medium, or High profile.

Possible Cause

The selected Softstream video profile may be configured with Chroma subsampling 4:4:4.

This video configuration may not be supported correctly in the affected environment and can cause the Softstream connection to terminate with Error Code 6.

Resolution

Option 1: Select a predefined video setting

1. Open the Softstream overlay menu.
2. Select Quick Settings.
3. Select one of the following predefined profiles:
   • Low (5 Mbps)
   • Medium (10 Mbps)
   • High (20 Mbps)
4. Confirm that a check mark appears next to the selected profile.
5. Reconnect to the Softdrive computer.

The predefined Low, Medium, and High profiles use Chroma subsampling 4:2:0.

Option 2: Modify the custom video setting

1. Open the Softstream overlay menu.
2. Select Advanced Settings.
3. Under Selected Settings, select the custom profile currently being used.
4. Locate the Chroma subsampling setting.
5. Change the value from 4:4:4 to 4:2:0.
6. Select Apply.
7. Close the Advanced Video Settings window.
8. Reconnect to the Softdrive computer.

Expected Result

Softstream connects successfully after selecting a predefined video profile or changing the custom profile to use Chroma subsampling 4:2:0.

Error Code 6 should no longer appear when starting the Softdrive session.

Validation

1. Confirm that the active profile is Low, Medium, High, or another profile configured with 4:2:0.
2. Connect to the Softdrive computer.
3. Confirm that the session opens successfully.
4. Use the session for several minutes and verify that it remains connected.
5. Confirm that Error Code 6 does not return.

Troubleshooting Notes

• If the session still fails, switch to the predefined Medium (10 Mbps) profile and test again.
• Confirm that the selected profile is the active profile and displays a check mark in Quick Settings.
• Review all custom profiles and confirm that none are configured with Chroma subsampling 4:4:4.
• Close and reopen Softstream after changing the video setting.
• Avoid recreating the affected custom profile with the same 4:4:4 configuration.

Escalation

Escalate the issue to Softdrive Support if Error Code 6 continues after selecting a predefined Low, Medium, or High profile.

Include the following information when opening the support request:

• Name of the affected user
• Softdrive computer name
• Selected video profile
• Chroma subsampling value
• Softstream version
• Approximate date and time of the error, including the time zone
• Screenshot of Error Code 6
• Screenshot of the Advanced Video Settings configuration
• Softdrive Log Collector package