Question

Black Screen on launch

  • 28 August 2022
  • 3 replies
  • 38 views

Hi everyone, I hope someone can help. Have searched this topic in the forums high and low and tried all tricks and workarounds…. the remote screen trick with phone, tried the task manager/explorer trick, reinstalled launcher, various monitor setups, starting in Display Safe Mode, manually changing resolution…. nothing works. When I hit “Start Shadow”, Shadow is totally black for me (although there seems to be some kind of connection made because when I hit the Windows key the Start menu opens and imemdiately freezes, and I can catch a partial glimpse of my shadow desktop just behind that). I have raised a ticket tried the workaround Customer Service proposed, sent logs etc. Here is the help request template:

 

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  • Application type - Windows 64 bit

  • Shadow Client Version - Official (I think) - Launcher v4.33.2 Client v4.2.6

  • Local device CPU - Intel(R) Core(TM) i7-6700HQ

  • Local device GPU - Nvidia GTX 965M

  • Datacenter location (check status.shadow.tech) - Paris

  • Connection speed (Datacenter speed tests EU: Paris | AMS | Gravelines | Dunkirk | Frankfurt or US: CA | TX | NY) - Download 600Mb/s, Upload 50Mb/s, Ping 24ms, Jitter 3ms

  • Description of issue - I see only a black screen after logging in. pressing the windows key made the start menu pop up but freeze, no interaction possible. I can see small part of my shadow desktop behind the start menu.

Other:

  • Date when problem appeared. - 27 August 2022 (I hadn’t used Shadow in 2 weeks before due to vacation so the issue could have started anytime in the previous 2 weeks)

  • Did you take any action(s) which could have created this problem? If so, what? - None. I used Shadow without any issues 2 weeks ago to play a game only, went on holiday for 2 weeks, then tried to use it yesterday and this happened.

  • Do you recall any action(s) you took after it happened? - I have tried reinstalling the launcher App, tried the remote screen trick using my android phone (also black screen), tried various monitor setups (I use a laptop with LG Ultragear external monitor on duplicate display, 2560x1440 resolution - tried laptop only without success). Tried starting in Display Safe Mode, tried various display settings in the app, tried updating all local drivers and machine...

  • Do you use a VPN and/or antivirus? - I use AVG on my local machine but have Shadow set as an exception. Never caused issues before.

  • Please provide a screenshot of your shadow stats (Alt+Win+O). Also make sure it captures a timeframe when the issue has happened. - My Shadow does not allow me to take screenshots (they don’t work when Shadow window is visible). Issue happens every time I launch.


3 replies

*Update: after 4 days, tried launching again, Shadow did a short update and now seems to be working. Display resolution in the app seems to correctly match my local PC resolution. Definitely the issue was on Shadow side and I suspect had something to do with the resolution matching. Glad to have my Shadow back.

Userlevel 1
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Hey! I'm glad it's resolved! If you have anymore issues please make another post and we will see what we can do.

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Black screen problem is back. Went through this months ago, and it hasn’t come back, until today. This is really tiresome.

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