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A Soulmask “connection timed out” message only tells you that a connection was not completed before the game gave up. It does not identify the cause. Steam availability, an unstable Wi‑Fi link, firewall or VPN filtering, a wrong address, a server that has not finished starting, mismatched client and server builds, or unreachable game and query UDP ports can all produce the same symptom.
Work from the least invasive checks to the server-specific ones: verify Steam, restart and isolate your network, check firewall and VPN rules, determine whether you are joining over LAN or the internet, then verify the server build, startup state, password, address and configured UDP ports.
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When you join a world, Soulmask must reach the host or dedicated server, complete the initial handshake and exchange enough traffic to establish a session. A timeout means that exchange did not finish in time. The message is a connectivity symptom, not proof that the game installation is damaged.
The fault can be anywhere between your computer and the server:
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- Steam or another platform-wide service may be unavailable.
- Your Wi‑Fi, powerline adapter, router or ISP connection may be dropping or filtering traffic.
- Windows Firewall, antivirus network filtering, a VPN or a proxy may block Steam or Soulmask.
- You may be using a private LAN address when connecting from outside the home network, or a public address when two computers are on the same LAN.
- The dedicated server may still be starting, may be offline, or may be running a different build from the client.
- The password, game port, query port or forwarding protocol may be wrong.
Because several causes look identical, change one variable at a time and test after each change. That gives you a defensible diagnosis instead of a collection of simultaneous edits that cannot be traced.
Fixes to try first
1. Check whether Steam is having an outage
Open Steam’s server-status information and confirm that the platform is operating normally. Steam Support specifically advises checking its Steam Server Status page when connection problems could be system-wide. If Steam itself is unavailable, wait and test again rather than deleting Soulmask files or changing router settings.
Do these 3 things before closing this tab:
1Repair Windows errors before they cause bigger problems2Fix the driver behind crashes, sound loss and screen glitches3Clear out junk files and repair common Windows errorsIf Steam works for other features but Soulmask still times out, continue with local and server checks. A working store or chat session does not prove that every game or regional service is reachable.
2. Restart the network equipment
- Exit Soulmask and Steam.
- Power off the router (and modem or gateway if it is separate).
- Wait at least 30 seconds, power the equipment back on, and wait until it has a normal internet connection.
- Start Steam, launch Soulmask and retry the same server.
This clears transient router state and reconnects your public address. It will not repair a server outage or an incorrect port-forwarding rule, but it is a safe first test.
3. Replace Wi‑Fi or powerline with Ethernet for one test
Connect the computer directly to the router with Ethernet, then retry. Steam notes that wireless and powerline connections can cause intermittent failures and recommends a wired test. A Cat6 cable is useful for isolating the link; it cannot make a remote server available or open a blocked port.
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If Ethernet works while Wi‑Fi fails, investigate wireless signal, congestion, roaming between access points and router firmware instead of changing Soulmask server files.
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Create narrow firewall allow rules
On Windows, open Windows Security → Firewall & network protection → Allow an app through firewall. Select Change settings, then allow Steam and Soulmask on the network profiles you actually use. If the game is not listed, use Allow another app and select the installed executable.
For a server hosted on Windows, an inbound rule is also required. Open Windows Defender Firewall with Advanced Security → Inbound Rules → New Rule, choose Port, select UDP, enter the game port assigned to the server, and allow the connection for the appropriate profiles. Create a separate rule for the query port if the server uses one. Restrict the rule to the server program or trusted profiles where practical.
Do not leave the firewall disabled as a permanent “fix.” Disabling protection can hide the real issue and exposes other services. Re-enable it and keep a specific allow rule after testing.
Temporarily remove network middleboxes from the test
- Disconnect from a VPN and retry. Some VPNs do not pass inbound traffic and may route you through a region that cannot reach the server.
- Disable a proxy in the operating system or browser only for the test, then restore it if it is required.
- Check antivirus or endpoint-security network inspection. Add a narrow exception for Steam, Soulmask and the dedicated-server process rather than disabling the entire product.
- Try a different network, such as a phone hotspot, if permitted by your data plan. A successful hotspot test points to the original router, ISP or managed network.
University, workplace and public networks may block required ports. Steam also notes that firewalls and some networks or ISPs can block the ports Steam needs. A hotspot test cannot prove that your home router is correctly configured, but it is a useful separation between the computer and the original network.
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Identify whether this is a LAN or internet connection
Joining a server on the same home network
For two computers connected to the same router, use the host computer’s private IPv4 address. On the host, open Command Prompt and run:
ipconfigUse the IPv4 address shown for the active Ethernet or Wi‑Fi adapter, commonly an address in a private range such as 192.168.x.x or 10.x.x.x. Allow inbound Soulmask traffic in the host’s firewall. The joining computer should also be on the same home network, not connected through a guest network that isolates devices.
A private address is routable only inside that local network. Giving it to a friend in another house will normally produce a timeout because the address does not exist on the public internet.
Joining from outside the home network
Remote players must use the host’s public internet address and the port configured for that Soulmask server. The router must forward the required UDP traffic to the server computer’s fixed private address. Do not forward to an address that changes after a reboot; reserve the server’s address in the router’s DHCP settings or configure a stable local address correctly.
Some internet providers use carrier-grade NAT. In that arrangement, your router may not receive a directly reachable public IPv4 address, so ordinary inbound forwarding cannot work even when the rule looks correct. Ask the ISP whether inbound IPv4 connections are possible or use a hosting arrangement that provides an externally reachable address.
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Do not mix the two address paths
| Connection | Address supplied to the player | Router requirement | Firewall requirement |
|---|---|---|---|
| Same home LAN | Host’s private IPv4 address | Usually no port forwarding; avoid guest-network isolation | Allow inbound Soulmask traffic on the host |
| Internet player to home-hosted server | Host’s public address and configured port | Forward the assigned UDP game and query ports to the server’s fixed private address | Allow the same UDP ports inbound on the host |
| Managed or remote dedicated server | Address and port shown by the provider or server panel | Use the provider’s networking controls; home-router forwarding is normally irrelevant | Check the server instance’s firewall and provider rules |
Dedicated-server checks
Match the client and server builds
A client/server build mismatch is a common dedicated-server failure. Fully update Soulmask on the player computer and update the dedicated-server installation through the method used to manage it. Leave unsupported beta or preview branches unless every participant and the server are deliberately using the same branch.
After updating, restart the server and confirm its startup has completed. A process can exist while the game service is still loading world data and not yet accepting joins. Check the server console or panel for its ready state before testing from a player client.
Use the configured game and query ports
Soulmask hosting exposes a game port and a separate Steam query port. The exact values depend on the server configuration or provider; community examples are not universal defaults. Copy the values shown in the server panel, launch arguments or container configuration.
Both ports must be reachable through the layers that control them:
- In the server’s host firewall, create inbound UDP rules for the assigned game port and query port.
- On a home router, forward those same UDP ports to the server’s fixed private IPv4 address. Select UDP, not TCP-only.
- Check for another application already using either port. A conflict can prevent the server from binding or can send traffic to the wrong process.
- Restart the server after changing port settings, then verify that the panel or console reports the new values.
The query port affects listing and status discovery. A server may be running while remaining invisible or appearing unavailable if query traffic is blocked. A direct connection that times out can indicate that the game port is blocked; a server that never appears in a list can indicate query-port, registration or visibility problems.
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Verify the address, password and visibility
- Re-enter the password exactly, including capitalization and symbols. Do not assume that a saved password reflects a recent server change.
- Confirm the server is running on the address and port you are entering; a stale bookmark can point to an old public address after the host’s ISP changes it.
- If the server appears in the list but direct connection fails, compare the listed query information with the configured game port and inspect firewall rules.
- If it is absent from the list, check that registration and query settings are enabled, the query port is forwarded, and the server has completed startup.
- Confirm every player is using the same client/server build before investigating more obscure causes.
Self-hosted, non-dedicated and managed paths
The right troubleshooting path depends on who controls the network. Use this comparison to decide where to spend time.
| Hosting path | Firewall and router control | Update responsibility | Backups and recovery | Location and latency | Typical limitation |
|---|---|---|---|---|---|
| LAN session | Host computer and home LAN | Players update their clients | Host controls local saves | Usually lowest local latency | Remote players cannot use a private address |
| Non-dedicated internet host | Host controls the home firewall and router | Host and players must stay compatible | Host controls the world and recovery | Depends on the host’s connection and region | Requires reachable inbound forwarding; host leaving can end the session |
| Self-hosted dedicated server | Administrator controls OS firewall and router | Administrator must coordinate server and client builds | Administrator must arrange backups | Chosen server location determines latency | More ports, monitoring and recovery work |
| Managed dedicated hosting | Provider exposes networking controls | Provider tools may simplify updates, but compatibility still matters | Depends on the plan and provider policy | Choose an available region | Support response and port options vary by provider |
If you cannot control the router, cannot obtain a reachable public address, or need the world online while the original host is offline, a dedicated or managed arrangement may be more practical than repeated home-network changes. It does not remove the need to match builds or use the assigned ports.
Test methodically after every change
Use a short test record so a successful change is not lost among unrelated edits. Record:
- Date and UTC time, region and the exact timeout text.
- Client build and dedicated-server build, including whether either uses a beta branch.
- Whether the test was LAN, home-internet or a managed server.
- The address type (private or public), game port and query port.
- Whether the server was visible in a list, whether direct connection was attempted and whether the password was accepted.
- The firewall profile, VPN/proxy state and network type (Wi‑Fi, Ethernet or hotspot).
- The relevant client or server log line and the server’s startup state.
Then change only one variable: try another player, another network, an official server versus a private server, LAN versus internet, or a narrowly scoped firewall rule. If an official or known-good server works while one private server does not, focus on that server’s build, startup, ports and address rather than reinstalling the client.
When to escalate to Soulmask support
Escalate after reproducing the timeout on a known-good server or network and completing the build, address, firewall and port checks. Steam’s Soulmask support listing identifies Qooland Games support at soulmask_support@qoolandgames.com.
Include enough detail for support to reproduce the path:
- Client and server build numbers.
- Your region and the UTC timestamp of the failed attempt.
- The server address type and port (do not include a password).
- Whether the server was LAN, self-hosted, dedicated or managed.
- Whether Steam status was normal, whether Ethernet or another network changed the result, and whether a VPN or proxy was involved.
- Relevant client and server logs, plus the exact timeout line.
No authoritative success-rate statistic is published for any individual fix. The sequence above is therefore a controlled way to isolate the responsible layer, not a guarantee that one setting will solve every timeout.
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