Black Screen on launch

  • 28 August 2022
  • 3 replies

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:



  • 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 - 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.


  • 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.

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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
Badge +1

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


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