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FAQ - Shadow Ultra & Infinite in the U.S.

  • 25 November 2020
  • 503 replies
  • 34587 views
FAQ - Shadow Ultra & Infinite in the U.S.
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The FAQ will not be updated between December 24 - January 3 due to the holidays. Stay safe and happy holidays everyone!


Hey #TeamShadow, 

You will find below the anticipated release dates for Shadow Ultra and Shadow Infinite in the U.S. Please note, the information will remain up-to-date on a regular basis as the deployment progresses. It will be updated only when there’s new information to share. 


Target release date per datacenter
last updated: January 8

Chicago & Texas

  • Shadow Ultra: currently available for purchase 
  • Shadow Infinite: Sold out. We will update this FAQ when more becomes available.


Other Datacenters

  • California: March 2021
  • New York: Summer 2021


Frequently Asked Questions 
last updated: December 9

[new] Can I change offers once I have a Shadow Ultra or Shadow Infinite account?
Once you’ve chosen a new offer, you are not able to downgrade to Shadow Boost or switch to the other new offer. Our teams will develop this feature soon. 

[new] I am not seeing the option to upgrade to the new offers on my account page.
If you do not see the option to upgrade, please ensure you have an active Shadow Boost account (not legacy) and are based in the Chicago or Dallas datacenter. 

If you meet the aforementioned criteria, please send in a support ticket about the issue so we can investigate. 

[new] I have a legacy Shadow account, can I upgrade to a Shadow Ultra or Shadow Infinite account?
If you have a legacy Shadow account, please choose the Shadow Boost subscription on your account page. The option to upgrade to Shadow Ultra and Shadow Infinite will appear shortly after. 

I have yearly commitment, what will happen to my subscription when I upgrade to Shadow Ultra or Shadow Infinite?
Once your new Shadow Ultra or Shadow Infinite account is ready to use, your yearly subscription will be renewed. Your new billing cycle will be based on the activation date of your Shadow Ultra or Shadow Infinite.  

How long will it take for my Shadow Ultra or Shadow Infinite to be ready to use?
This will depend on the location of your account.

If you are located in our Chicago or Texas datacenter, activations will take place 24/7 (depending on availability) and you will get access to your account within 2 hours. Your hard drive will not require a reset, meaning you will keep your data.

If you are in the California or New York datacenter, activations will take place from Monday to Thursday, Midnight to 4pm (local time). You data will be reset during the migration, so make sure to backup your hard drive prior (you won't be able to do it during the migration).

Please note: migrations in the California & New York datacenters require a hard drive reset because your account is transfered to a new datacenter.  

When will I be billed for my Shadow Ultra or Shadow Infinite account?
Your payment for Shadow Ultra or Shadow Infinite will be due on your next invoice. The current month will be payable on the next invoice as well.

For example: imagine you upgraded to Shadow Ultra, access it on January 15th, and your billing cycle is the 1st of every month. This means on February 1st, you will be billed the following: a full month of Shadow Ultra (for the month of February), 15 days (corresponding to the 15 days of Shadow Ultra in January) MINUS 15 days of Shadow Boost (the 15 days you used Shadow Ultra, you didn't have Shadow Boost).


Will I get notified when my Shadow is ready?
Yes, you will be sent an email as soon as your Shadow is ready to use! 

Once my Shadow Ultra or Shadow Infinite is ready to use, what do I have to do to access it?
Once you receive the email letting you know your new configuration is ready, simply shutdown Windows on your Shadow, and start it up again. 

What happens to my additional storage if I upgrade to Shadow Ultra or Infinite?  
Your additional storage remains intact as an add-on to your base subscription. 

How do I subscribe to Shadow Ultra or Shadow Infinite?
You must have a current Shadow Boost subscription. Since these offers are limited, we are giving priority access to our current community members.

You already have a Shadow Boost subscription? Then not only you are an amazing person, but you can also find our new offers in the "Subscription & Billing" tab of your account page.

Will Shadow Ultra and Shadow Infinite be available for non Shadow members?
As mentioned above, we are giving priority to our our current community members (people who have Shadow Boost). Pro tip: If you want to the new offers quickly, we recommend you subscribe to Shadow Boost, then upgrade to either Shadow Ultra or Shadow Infinite.

I'm upgraded to Shadow Ultra or Shadow Infinite, can I go back to Shadow Boost?
No, currently it is not possible to downgrade your subscription. We are working to develop this feature but it will not be available right away.

I have Shadow Boost with a no-commitment offer or in my last month of annual commitment, what subscription plan can I choose?
The one you prefer! You can choose either the monthly subscription or the annual subscription, which will be effective from the next invoice.
 

Don’t see the question(s) you’re looking for? Drop it in the comments below and we’ll get our best people on the job to give you a swift reply. 


503 replies

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nice timely updates.

a few questions

  • what are the specs for these offerings ?
  • are the specs different between datacenters (USA ) ?
  • why do I see 3.5 ghz  in some of the youtubers and the add saying 4ghz ?
  • is dual monitor support coming with these offerings ?

if you can add some comments around these questions -would be great.

Userlevel 2
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few questions:

  • When will ordering open? 
  • Will ordering be handled on a first-come-first-serve basis at a certain time like Apple releases product? 
  • Do you expect that it will sell out immediately, or is there more than enough hardware in each datacenter?
Userlevel 7
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nice timely updates.

a few questions

  • what are the specs for these offerings ?
  • are the specs different between datacenters (USA ) ?
  • why do I see 3.5 ghz  in some of the youtubers and the add saying 4ghz ?
  • is dual monitor support coming with these offerings ?

if you can add some comments around these questions -would be great.

 

@DazME here are your answers

  • you can find the specs in our blog post here
  • No all specs are the same across all datacenters
  • Are you referring to the new tiers?
  • No, dual monitor support is not connected to this
Userlevel 7
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few questions:

  • When will ordering open? 
  • Will ordering be handled on a first-come-first-serve basis at a certain time like Apple releases product? 
  • Do you expect that it will sell out immediately, or is there more than enough hardware in each datacenter?

Hey @Powell, a few answers from me: 

  • The ordering will open when the new tiers are available. There will be no pre-order
  • Yes, it will be first come, first serve
  • As mentioned, we have limited quantities and expect it to sell out fast
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I’ve got a question regarding Storage since the FAQ sort of addressed it but didn’t feel like it fully answered it.

Since the website mentions that HDD space can be “Upgraded up to 2TB HDD”, if we already have 2TB HDD with our boost subscription (Since boost doesn’t come with any HDD) will we need to reduce our HDD subscription when we upgrade to Ultra/Infinite since both those subscriptions come with HDD or will that HDD just add onto the HDD (2.25TB HDD for Ultra and 2.75 TB HDD for Infinite).

 

few questions:

  • i have the Shadow Legacy, did i have to upgrade to boost first?
  • since i have the Shadow Legacy, can i upgrade to infinite without boost?

Hi 

I dont see a ‘Subscriptions and Billing’ tab. Just Subscriptions. Is it under ‘My Subscription’? thx! 

 

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Q:  Why is the New York Datacenter at the very bottom of the release schedule list?

Userlevel 2
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few questions:

  • i have the Shadow Legacy, did i have to upgrade to boost first?
  • since i have the Shadow Legacy, can i upgrade to infinite without boost?
  1. Yes
  2. No (same question innit ?)
Userlevel 1
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I’ve got a question regarding Storage since the FAQ sort of addressed it but didn’t feel like it fully answered it.

Since the website mentions that HDD space can be “Upgraded up to 2TB HDD”, if we already have 2TB HDD with our boost subscription (Since boost doesn’t come with any HDD) will we need to reduce our HDD subscription when we upgrade to Ultra/Infinite since both those subscriptions come with HDD or will that HDD just add onto the HDD (2.25TB HDD for Ultra and 2.75 TB HDD for Infinite).

 

You will keep the extra storage you have under your subscription in your account.
I have 1 TB extra stroage with my boost I have been told by shadow staff twice that I will keep my boost storage at the same price.

Userlevel 4
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I’ve got a question regarding Storage since the FAQ sort of addressed it but didn’t feel like it fully answered it.

Since the website mentions that HDD space can be “Upgraded up to 2TB HDD”, if we already have 2TB HDD with our boost subscription (Since boost doesn’t come with any HDD) will we need to reduce our HDD subscription when we upgrade to Ultra/Infinite since both those subscriptions come with HDD or will that HDD just add onto the HDD (2.25TB HDD for Ultra and 2.75 TB HDD for Infinite).

Imagine them as two completely separate things. You have your account storage and you have your extra storage. When you upgrade tier, your account storage changes, but your extra storage doesn’t. So the phrasing of ‘upgradable up to 2TB’ means ‘additional’ in every case. No matter what tier you have, you can have up to 2TB extra. It’s two completely different service offerings.

If the reason you have extra storage is you only need so much, then when you upgrade tier you will want to manually reduce the amount of extra storage you’re paying for if you no longer need that much. Freeing it up for other people to order instead. So nice of you. ^_^

  • Chicago: mid-December 2020

So the the above mentioned is a new time frame. Before it was end of November, and you’re changing it to mid December? Just making sure I have the correct information.

Userlevel 1
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How will you be notifying people when the new tiers are available? Just wondering if I should be compulsively refreshing my email or not.

Userlevel 7
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How will you be notifying people when the new tiers are available? Just wondering if I should be compulsively refreshing my email or not.

Hey @FlamingGnats, we’ll be sending a date/time ahead of time to those who signed to the mailing list. We will also communicate this information on social media. Please do not lose your time refreshing email, there will be a heads up. 

sorry, i think i understand. i should just bookmark this page for updates.

Userlevel 1

I'm totally not going to sleep from December 8th until 9th or until I get infinite. I'll be putting my coworkers on notice tonight not to expect much from me during this time frame.

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  • Chicago: mid-December 2020

So the the above mentioned is a new time frame. Before it was end of November, and you’re changing it to mid December? Just making sure I have the correct information.

Yes, that’s the correct information. 

Userlevel 1

few questions:

  • When will ordering open? 
  • Will ordering be handled on a first-come-first-serve basis at a certain time like Apple releases product? 
  • Do you expect that it will sell out immediately, or is there more than enough hardware in each datacenter?

Hey @Powell, a few answers from me: 

  • The ordering will open when the new tiers are available. There will be no pre-order
  • Yes, it will be first come, first serve
  • As mentioned, we have limited quantities and expect it to sell out fast

Hey! @LucFromShadow How is pre-ordering not available? My shadow account states that i have pre-ordered the infinite package since nov 13th of 2019. I’m assuming my infinite account will be activated when the hardware is ready? . See Screenshot attachment for reference!

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I have subscribed with interest about these new tiers but I still do not receive mail (from November 24), for a few days I have been constantly checking, I hope they can enable me before December 10 …

Do you recommend doing something else that guarantees my opportunity?

 

When upgrading, are we meant to backup our hard drives to our own physical hard drive, and then restore the new upgrade shadow from said physical hard drive?

No love for New York? Why is it at the bottom of the list?

 

I have subscribed with interest about these new tiers but I still do not receive mail (from November 24), for a few days I have been constantly checking, I hope they can enable me before December 10 …

Do you recommend doing something else that guarantees my opportunity?

 

hey I dont see that on my account subscription tab..

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I have subscribed with interest about these new tiers but I still do not receive mail (from November 24), for a few days I have been constantly checking, I hope they can enable me before December 10 …

Do you recommend doing something else that guarantees my opportunity?

 

hey I dont see that on my account subscription tab..

🤔🤔 

It is weird, it should be between the information of your subscription and the description of the storage, right there should be another tab of plan types, it appears to me disabled (You Will Be Notified) but at least it appears ...

Both packages are ray tracing ready.

Will this ray tracing be ready for HDR Monitoring?

When will we get a bump for dual monitoring as well?

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So here we are four days after I was so graciously forced to test Shadow Ultra and I still do not have a working Shadow system.  In two business days, you plan to launch Shadow Ultra and Infinite in Chicago and Texas on a first-come free for all, and yet you couldn’t migrate any user's data correctly.  I’ve been given no word on when this issue would be resolved, I have no access to play my games and frankly, I’m just sick of it. 

 

I’ve been with Shadow for two years, and I’ve stuck with you and defended your service with users because I really had faith in what you were doing and was amazed at how well the service worked.  I waited for the hardware to be upgraded, when I first signed up that was a promise of Shadow’s, keeping hardware up to date.  Then when it finally comes it’s buggy and doesn’t work and even if it did work there is no civil system in place to help me get the system.

 

So I’ve finally had enough and will be giving in to my friends that all said eventually I would go back to a regular gaming machine and have placed the order for parts to build a new machine again.  I cannot sit around while you ignore your users and do things like this.  You’ve botched launch after launch and while I understand COVID has not helped you just don’t seem to know how to run a company.  The least you could have done is kept those users you screwed over by forcing them onto Ultra to test to let them know what is going on.  But instead, I’m going into the weekend with nothing to play.

 

I will not be looking forward to Tuesday now because I have no plans to upgrade.  I will keep Boost until all my parts are in and set up and then I plan to cancel my service.  Have a great weekend, as I know I won’t since I can’t do anything with my Shadow.

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