Question

Cannot run Shadow Desktop on Mac from Chicago Data Center for over 1 week

  • 31 March 2021
  • 5 replies
  • 44 views

Badge

+++

  • Application type: Mac (iMac 5K Retina 2019, 64 GB RAM, 2 TB HD)

  • Shadow Client Version: Launcher v4.23.13 | Client v3.10.15

  • Local device CPU: 3.7 Ghz 6-Core Intel Core i5

  • Local device GPU” Radeon Pro 580X 8GB

  • Datacenter location (check status.shadow.tech): Chicago, IL US

  • Connection speed (Datacenter speed tests EU: Paris | AMS or US: CA | TX |CH | NY)
    Download: 92.24 Mb/S; Upload: 16.22; Latency 41.2

Description of issue:

I have not been able to start the shadow Desktop client for over a week.

For over a week now I cannot log into my shadow using shadow desktop.
I've restarted my computer, clicked the "update my shadow" buttons when it's displayed - tried everything but cannot under any circumstance start my Shadow client.

Reproduce the issue:

  1. Every single time I start the shadow desktop app, I see the L-104 error or the error at the bottom of the screen (see attachment)
  2. I click the "Turn off shadow" button. (Which is strange because it's not even on since I've not used it.) 
  3. I then see the "Shadow is Turning off message"
  4. I then see the "Shadow is Off message" and click the "Start Again" button.
  5. Shadow goes through it's prompts ("shadow is starting", etc.),
  6. I get returned back to the first page where I see the L-104 message at the bottom. 
  7. I may also see the error stating that my datacenter has had a problem since December 2020 (I'm in the Chicago center). https://status.shadow.tech/pages/incident/5bbcb1b0b0936904c004bbeb/5fe137f77a12a6053c26a144

 

 

Is this datacenter issue still causing problems? I see the ongoing issue referenced in the help screen. I've been using Shadow with not much issue until about a week ago. A couple weeks prior I did see an occasional problem pop up but haven't thought much of it til now.

 

 

Other:

  • Date when problem appeared.

  • Did you take any action(s) which could have created this problem? If so, what?

  • Do you recall any action(s) you took after it happened?

  • Do you use a VPN and/or antivirus?

  • Please provide a screenshot of your shadow stats (Alt+Win+O). Also make sure it captures a timeframe when the issue has happened.+

 


5 replies

Thank you someone else has issues with it to. I can get in but I've had major problems

Userlevel 5
Badge +3

@BambooPhilly Have you opened a support ticket through your account portal page?

Userlevel 3
Badge +3

I’m sorry to hear that you’re getting L:104 on your Mac.

 

Can you try clearing the app cache?

 

For macOS:

0. Uninstall Shadow

1. Shift + Cmd + G

2. ~/Library/Caches

3. Delete Shadow files

4. Restart your computer

5. Download and install Shadow again at https://account.shadow.tech/apps

 

If that doesn’t work, I highly suggest opening a support ticket from your accounts page so our wonderful Support Team can look into this further and assist you out: https://account.shadow.tech/home/support

Badge

@BambooPhillyHave you opened a support ticket through your account portal page?

Yes - sent one there, too. Thanks.

Badge

I’m sorry to hear that you’re getting L:104 on your Mac.

 

Can you try clearing the app cache?

 

For macOS:

0. Uninstall Shadow

1. Shift + Cmd + G

2. ~/Library/Caches

3. Delete Shadow files

4. Restart your computer

5. Download and install Shadow again at https://account.shadow.tech/apps

 

If that doesn’t work, I highly suggest opening a support ticket from your accounts page so our wonderful Support Team can look into this further and assist you out: https://account.shadow.tech/home/support

 

Thanks - gonna try this and report back, too.

Reply