Replies posted by nosyke
I understand that I am welcome to reach out to them via the ticketing system, I appreciate you reminding me, but I’m telling you- the community manager- that me- a member of the community- that reaching out to support for more information has NOT worked for me and it sounds like it hasn’t worked for quite a few other people either. Are there any options available to you as the community manager to help facilitate the passing of this information more efficiently from the support to the members of the community you manage?
Per my original message, my issue in particular, was the lack of support and general evasiveness from the support team about what’s going on. That has not been resolved, no one has any idea what's up and if you talk to other users who have had this exact issue before or are having it now, it sounds like it can happen at any point and go on for an indeterminate amount of time even after the team has allegedly patched something overnight. This issue is not resolved for anyone reading this thread.
Well, whoever told you it was an overnight issue was lying. This has been going on for 4-5 days and you shouldn’t mark this as resolved because we have a bunch of other users in this forum having the exact same problem. What you should do is probably follow up with them as well to make sure support is providing support adequately because that is not the experience I have had. Is there any way for me to mark this as unresolved?
Hi Brittaney! Thank you for taking the time to follow up. I think the main ticket I probably have got going on is 811086, but it seems within a minute or so of you inquiring about my ticket number my Shadow has magically started working after four days. I haven’t received any update from the Support team on how or why this has happened. Support has repeatedly advised the issue was on my end, but I didn’t change anything to make it start working all of a sudden so perhaps it turns out that wasn’t the case after all? Really appreciate you and any clarification you can provide on the situation.
It’s because they aren’t being honest about the current status of the hardware. Interesting coincidence all of our Shadows stopped working the same day they started punting activation dates for new users out to March 2022. Every time you give Shadow benefit of the doubt, 6 months - 1 year later the situation gets a little worse.
I’ve done a brief reboot on your Shadow which should help you connect. You can try logging in again when you get the chance.If you’re still having issues after that, do you think you could send us the logs from your Shadow on the production client? Waited a full day for “Official Shadow Support” to respond and for the third day in a row all they can do is say they’re rebooting my Shadow and to send them logs. Still, no access to my Shadow, the support here is so worthless.
Mines Haven’t worked since Sunday. And everyone that responds takes 3-4 hours just to tell me its working on their end but its still not working on mines. I have yet to hear from them in over 16 hours. smh Yep it’s obvious they’re lying about the current status of the hardware, Official support blames our systems while the community support says it’s the data center even though I’m sure both sides communicate and know what’s really going on. Most likely someone is not being honest with us.
I mean when you go to that website do you see any issues anywhere on the status page that would indicate a problem like the one I described above? And if so then why has Proto Man with its outstanding methods and systems not shared any of that information, like hey I see your data center has an ongoing issue and this issue you’re experiencing is likely because of that… this seems obvious but instead Proto Man insists the issue is with my launcher or network. Idk is there someone who wouldn’t be confused by that?
Good luck mate, I’ve got two Shadow accounts, both Dallas data center. One is working fine and the other has been out like yours has for several days. Proto Man from Shadow support has been completely useless, your best bet is to put in a ticket and demand to elevate the support to a higher tier right away because the initial support is really just a bunch of dummies that cant really do anything.
Yeah the community has been about a million times more helpful than Proto Man. I’ve tried booting up my shadow using four different devices on three internet connections w/ no luck. I can boot up my roommates shadow using all the same stuff no problem. I even went as far as doing a reset on my Shadow, still has made no difference. I’ve explained all of this to Proto Man multiple times in much greater detail and I’ll be honest he seems he has no idea what the hell I just sent him. This then makes me question who are they hiring for support and why are they so completely useless. I’ve asked him to elevate the ticket but who knows maybe that is too difficult a task for him to complete.
I’ve had multiple users from the same data center reach out to me saying they’re having the identical problem for multiple days and what do you know support has not been able to provide any resolution for them either. I am asking once again. Are there any humans employed by Shadow that are capable of providing any assistance at all or are we all screwed and stuck with the absolutely worthless Proto Man?
Okay so after four emails from Proto Man finally says he wants a Dx Diagnostics text file from me because I guess Proto Man allegedly still has reason to believe it is the launcher installed on all FOUR of the devices I’ve tried to log in to my Shadow that are all having the same problem. Despite knowing my roommates Shadow account did not have a problem booting up using the same devices, launchers, and networks. It’s not clear whether or not Proto Man is really even considering any of that or if this is just from his canned responses playbook I put in another support ticket hoping to get literally anyone other than Proto Man. Will keep you all updated on how it goes…
I’m not asking you all to do any basic troubleshooting here. I’m asking if literally any human is employed by Shadow or Blade that isn’t Proto Man that can provide me adequate support to fix this issue. Replying to Proto Man and relying on his “methods and systems” have done nothing to solve my issue.
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