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

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

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Same here - didn’t want to miss out so I jumped on Ultra , no other option.

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Same for me,  I am holding off as I want infinite and if I do ultra know I am afraid I will be stuck.

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Same. It finally showed up for me. But no infinite that was supposedly going to be available each day this week.

I’m holding off. If I chose Ultra then I can’t choose Infinite later.

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FYI, the subscribe page updated for me!

….but only Ultra is available in Chicago, not the Infinite I’ve been trying to sign up for this whole time. 

I went ahead and signed up for Ultra, I’m going to try and see if they’ll upgrade me to Infinite on the back end due to all of the times I missed out.

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Yup. I was told something was blocking it 2 days ago. Ticket is on hold while they're investigating. Unfortunately, I'm suspecting this will not be resolved before the last set are sold. Quite a shame, really.

Quoting myself here, but color me surprised. I was able to see the options!

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Yup. I was told something was blocking it 2 days ago. Ticket is on hold while they're investigating. Unfortunately, I'm suspecting this will not be resolved before the last set are sold. Quite a shame, really.

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I received an email from Shadow Support this morning saying they have escalated my issue to the developers and will let me know when they have resolved it.  They said they entered my account and have found that there was something on my system blocking the upgrade options from appearing.

 

I replied back letting them know I would like to upgrade my account to Infinite.  Let’s see how this plays out…  Support has always come through for me in the past and I’m hopeful they’ll come through again.

 

Will let you all know what happens!  The clock is ticking...

I received an email from Shadow Support this morning saying they have escalated my issue to the developers and will let me know when they have resolved it.  They said they entered my account and have found that there was something on my system blocking the upgrade options from appearing.

 

I replied back letting them know I would like to upgrade my account to Infinite.  Let’s see how this plays out…  Support has always come through for me in the past and I’m hopeful they’ll come through again.

 

Will let you all know what happens!  The clock is ticking...

Very interesting. Please let us know.  I’ve been told the same thing.  😀. Thanks 

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Hello everyone I wasn’t going to comment on here again but I truly do feel bad for the people out there especially the people who can’t afford a PC but I feel bad for everyone.I due believe Shadow should take care of everyone it’s the proper and good business move  I have talked with many people I know about this who would know and the very first thing they all said yes bill that’s the first thing you do to make it up for your customers. This will really show how shadow really values their customers everyone makes mistakes and I mean everyone but being straight forward with your customers is so important  Last night I was lucky enough to be filled in on the situation basically don’t waste your time sitting by tvs browser tomorrow so we’ll I didn’t. 😂 and I have tell you I feel better. I know all of us make mistakes everyday and that goes for shadow too. I always thought one of the more important aspects to running a good company is transparency. Almost all my interactions with shadow have been very pleasant but I was really hurt that I was sent in so many different directions even to the point where I was told to everything is good over and over and to be ready come thursday. Well before the story and rumors get out there i did something wrong ( I did put in too many tickets after the fact and I shouldn’t have done but it was long after the fact ) well I was kind of hurt I felt misled and misdirected and maybe told things that were never  going to happen.  Honestly I felt almost taken advantage or something a very strange feeling I haven’t felt for a very long time. Just think about this before you think anything   My first ticket was put in 11/25/2020 probably way before anyone here put a ticket I so this situation is well pretty bizarre  I was kind of hurt by it all but I won’t slam shadow over our initial conversations it’s not my style and they are not here to defend themselves  I still love shadow in some kind of way which is weird because of what I’ve been through so hopefully I won’t have to have a physical PC but we will see  As far as everyone else I wish you all the best of luck and I do  feel bad for you  take care and be safe and woe sometimes life can be tough 😀😀👍👍

 
 

  

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Keep us posted. I agree with others here. We are throwing money at them and we have been having issues since day 1.  Shadow needs to do the right think here and upgrade us on the back-end.   They are not losing anything and keeping their loyal base.  

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I received an email from Shadow Support this morning saying they have escalated my issue to the developers and will let me know when they have resolved it.  They said they entered my account and have found that there was something on my system blocking the upgrade options from appearing.

 

I replied back letting them know I would like to upgrade my account to Infinite.  Let’s see how this plays out…  Support has always come through for me in the past and I’m hopeful they’ll come through again.

 

Will let you all know what happens!  The clock is ticking...

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FYI, I’m still missing the plans on my account, too.  Cyberpunk 2077 plays really nice on GeForce Now…

However note, all is not lost.  I’ve been in contact with Shadow Support who said yesterday:

Since you are being affected by the bug, our team will likely be able to manually upgrade your Shadow on the back end should it not be resolved in time. 

 

When I questioned what “resolved in time” meant, i.e. are they saying they won’t if it’s resolved by Friday morning when I have next-to-no chance in signing up when my proof shows I had a nearly 99% chance at the start (when only those constantly refreshing knew it was up), Shadow Support said:

Thanks for your message, glad to clarify. 

I meant resolved in time by tomorrow morning's release, and if it isn't then I would imagine that the upgrades are pushed through on their end.  

 

So I would recommend documenting, taking screenshots with Google date/time/location stamps (just Google “current date and time”), and contacting support the best you can.  Hopefully they will make this right.

That’s the first time I’ve heard anyone acknowledge that they could or would be willing to upgrade folks manually.

Let’s hope that is the case OR they fix it in time that we can upgrade ourselves.

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FYI, I’m still missing the plans on my account, too.  Cyberpunk 2077 plays really nice on GeForce Now…

However note, all is not lost.  I’ve been in contact with Shadow Support who said yesterday:

Since you are being affected by the bug, our team will likely be able to manually upgrade your Shadow on the back end should it not be resolved in time. 

 

When I questioned what “resolved in time” meant, i.e. are they saying they won’t if it’s resolved by Friday morning when I have next-to-no chance in signing up when my proof shows I had a nearly 99% chance at the start (when only those constantly refreshing knew it was up), Shadow Support said:

Thanks for your message, glad to clarify. 

I meant resolved in time by tomorrow morning's release, and if it isn't then I would imagine that the upgrades are pushed through on their end.  

 

So I would recommend documenting, taking screenshots with Google date/time/location stamps (just Google “current date and time”), and contacting support the best you can.  Hopefully they will make this right.

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At least y’all are getting replies to your tickets. 
 

Mine has been in “on hold” status since Tuesday and my account page is still missing the ability to change plans. 
 

Unless a miracle happens I’m guessing today is shot too. They should upgrade the folks that have submitted tickets on the backend. 

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@LucFromShadow  , @BrittaneyFromShadow  Same boat - no option provided that allows me the opportunity to even try to get an upgrade today. I did get an update to my ticket saying that it was escalated and that a technician will take support 24 - 48hrs to look into this issue and respond back, but “respond back” and fixing the issue is not the same and that leaves me hoping that you folks will do the right thing here for us and provide us some relief from this stress by upgrading via back-end.

 

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@LucFromShadow   Same issue for me.  I received an email from support finally that the issue is fixed and to try again and its a no-go.  Does not work for me.  They did fix my manage storage button which was broke but no change plan.  There is no way they will fix this before inventory runs out.

 

At this point Shadow should do the right thing and upgrade the users on the back-end who have been on this community forum from day 1 of this week and are having issues.  You know they can do it if they wanted to.  I think that would be the correct move by Shadow for customer satisfaction to their most loyal base.

 

@LucFromShadow @BrittaneyFromShadow Anything new for us waiting folks? :D

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Well fellow screwed bugged account users, I got a new reply from support last night with no fix in sight.  I planned on starting my Cyberpunk playtime today.  Thankfully, GeForce NOW supports all versions of Cyberpunk, with ray tracing enabled.  Its $5 a month right now, so if you were looking at Ultra or Infinite specifically for Cyberpunk in the short-term, just jump over to GeForce NOW.

I don’t see us getting help before stock runs out on Chicago/Texas datacenters.  They will not put bugged users into a VIP account, even though we are willing to pay and have been here everyday at 10 am CST asking for help.  Until I hear otherwise, I will put my hopes in Nvidia working out the publisher contracts to bring back the majority of my Steam library.

does anyone know what happens after this week? They must surely have more upgrade periods on the timeline right? and with more hardware on the way?

 

Well, if I remember correctly, they said on their announcement stream that they don’t know when another big batch of Ultra/Infinite is gonna come after this one. And considering that NY will get theirs only in summer, don’t wait for more upgrades before the end of 2021 at best. Maybe you could still get one if you’re lucky enough if people are cancelling their subscription.

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They must be overworked or something.  I’m not sure why no one’s come here to say it yet (unless it’s not true), but in Discord, the word is the website fix is in but it must be reviewed before being deployed.  They hope to have this done for tomorrow’s release.

They are all sold out for today.

Let’s hope you’re right. Just checked and I’m still missing the part of my account page that would let me change to Ultra or Infinite. I’m rapidly losing hope that this will be solved before the batch tomorrow.

I really wish/hope that Shadow does something for the folks that have been very clearly trying to get access to the new tiers all week but have had their hands tied.

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Let’s level set here... BOOST is freakin’ great… I have run Shadow on just about every new and old device I have in my house and it has breathed new life into some of those devices for sure…  and If you have never gamed in VR wirelessly using your Shadow PC and Oculus Quest, then you are seriously missing out and really are not using your Shadow Boost to its full potential… you don’t even need Ultra or Infinite accounts to achieve this!  If you didn’t know this was possible, let me just say, 90fps / 90hz untethered on a computer in the cloud using a $300 Quest/Quest 2 is like science fiction, except it’s very real, and it works!  Steam VR? check… Oculus Rift Store? check… Viveport?  check.  Oculus Quest is the HMD to rule them all and thanks to Shadow PC, nerdom will continue to thrive.

 

Even if I am not able to upgrade during this initial launch (which will suck), I still love the crap out of my Shadow PC, but I had to tell you as a friend, Shadow, that you rubbed a lot of people the wrong way with this launch so far.  I know you can’t make everyone happy, but I hope by the end of the week a majority of people here will have cause for celebration and not more grief and frustration.

 

Stay safe out there everyone!  Be kind to each other, and happy holidays =)

Let’s be clear, you are correct that Boost is great for those whose gaming styles match up with the limitations set.  And the benefits of Shadow should always be considered, no matter what level.

However for the gaming that I do (and others may), Boost unfortunately has not been enough for long before now.  Some of the games that I run have complained that my system doesn’t have enough RAM, or I’ve seen major CPU bottlenecks even at 1080p, or game breaking stutters when I’m on wired Ethernet over gigabit fiber.

I can totally get behind happy holidays and being kind to others.  :)  But for those like me this really is a matter between this upgrade and leaving Shadow, as Boost just isn’t cutting it anymore. 

Yeah my family wants to buy one of those mew high power rigs out there. They looked online today. But I don’t really want a physical pc.  It’s just that if we never can upgrade ior modify our account what else do I do. Hopefully it works out but I don’t have high hopes. 😀

It could be a very long time before they have more hardware.  Just look at Europe region it’s been delay after delay.

After this week it could be hard to get another higher tier for some time.  You could get lucky where somebody cancels their higher tier or downgrades and you happen to be in the portal once its released back into the pool and grab it.   Same as they do with additional storage.  Last week or so additional storage in Chicago was all sold out.  I emailed support (who are useless by the way) said they don’t have any and don’t know if they will ever have more.    A week later I logged on to the portal and low and behold they had it.  I assume they had it because somebody else released and removed their additional storage and didn’t need it and I just happened to grab it before somebody else did.

yeh well that was Europe. This is ‘Murica! I think they can certainly learn from the experience and bring down the waiting times. 

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Let’s level set here... BOOST is freakin’ great… I have run Shadow on just about every new and old device I have in my house and it has breathed new life into some of those devices for sure…  and If you have never gamed in VR wirelessly using your Shadow PC and Oculus Quest, then you are seriously missing out and really are not using your Shadow Boost to its full potential… you don’t even need Ultra or Infinite accounts to achieve this!  If you didn’t know this was possible, let me just say, 90fps / 90hz untethered on a computer in the cloud using a $300 Quest/Quest 2 is like science fiction, except it’s very real, and it works!  Steam VR? check… Oculus Rift Store? check… Viveport?  check.  Oculus Quest is the HMD to rule them all and thanks to Shadow PC, nerdom will continue to thrive.

 

Even if I am not able to upgrade during this initial launch (which will suck), I still love the crap out of my Shadow PC, but I had to tell you as a friend, Shadow, that you rubbed a lot of people the wrong way with this launch so far.  I know you can’t make everyone happy, but I hope by the end of the week a majority of people here will have cause for celebration and not more grief and frustration.

 

Stay safe out there everyone!  Be kind to each other, and happy holidays =)

Let’s be clear, you are correct that Boost is great for those whose gaming styles match up with the limitations set.  And the benefits of Shadow should always be considered, no matter what level.

However for the gaming that I do (and others may), Boost unfortunately has not been enough for long before now.  Some of the games that I run have complained that my system doesn’t have enough RAM, or I’ve seen major CPU bottlenecks even at 1080p, or game breaking stutters when I’m on wired Ethernet over gigabit fiber.

I can totally get behind happy holidays and being kind to others.  :)  But for those like me this really is a matter between this upgrade and leaving Shadow, as Boost just isn’t cutting it anymore. 

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It could be a very long time before they have more hardware.  Just look at Europe region it’s been delay after delay.

After this week it could be hard to get another higher tier for some time.  You could get lucky where somebody cancels their higher tier or downgrades and you happen to be in the portal once its released back into the pool and grab it.   Same as they do with additional storage.  Last week or so additional storage in Chicago was all sold out.  I emailed support (who are useless by the way) said they don’t have any and don’t know if they will ever have more.    A week later I logged on to the portal and low and behold they had it.  I assume they had it because somebody else released and removed their additional storage and didn’t need it and I just happened to grab it before somebody else did.

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does anyone know what happens after this week? They must surely have more upgrade periods on the timeline right? and with more hardware on the way?

You could always check here for some updates:

 

https://forum.shadow.tech/roadmap-release-notes-24

 

I would assume that as long as they stay profitable that the need for more hardware will become inevitable.  So I would say yes, more upgrades will be coming…. it’s the “when” that is more difficult to determine.

does anyone know what happens after this week? They must surely have more upgrade periods on the timeline right? and with more hardware on the way?