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Technical Assistance

Video, Audio, Start Issues and much more. The community is here to help!

  • 1,938 Topics
  • 5,666 Replies

1938 Topics

Gelgoog
GelgoogModerator
posted in Technical Assistance

Do you have A Defective Modem?

Intel’s Puma 6 chipset is defective (hardware defect) creating network latency spikes and Network jitter. This is caused by the puma getting overloaded by shadows consistant data stream and running a high priority maintinance tread to clear the processor.  If you have one of these Intel Puma Modems please replace immediately. Your internet will thank you! 

1
Lily
3 years ago
Jonathan from Shadow
Jonathan from ShadowCommunity Manager
published in Technical Assistance

General Resolution TipsF.A.Q.

Welcome to the one stop shop for all your resolution questions.   Shadow is a live stream, unlike that of Netflix and Hulu which can buffer, and thus streaming greatly depends on the strength of your internet connection. The stream quality also depends on how much bandwidth you have allocated to Shadow. We recommend setting your allocated bandwidth at 10 to 15 Mb/s lower than your highest download speed. By having a stable connection, you will experience less lag and stutter.   Here are some of our helpful help center articles to get you started: Using Automatic Resolution and Frame Rate Settings in Shadow Using the NVIDIA Control Panel in Shadow Poor Image Quality on Shadow Shadow has a Low Resolution S:101 An Issue Happened with the Streaming Service Improve Frame Rate In-Game Black Screen on the Netflix App for Window   If you ever experience BSOD, enable the Display Safe Mode in the launcher settings. Shadow will stop using your device’s reso

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Jonathan from Shadow
3 years ago
Jonathan from Shadow
Jonathan from ShadowCommunity Manager
published in Technical Assistance

Mouse Cursor ModesF.A.Q.

If you ever notice that your mouse is behaving oddly in-game (i.e., the camera spins around, your viewing angle points up or down, or you can’t control it properly), please use our Mouse Modes (unlocked or locked) within Shadow. You can cycle through these modes via the shortcut Alt + Windows + M (Windows) / Command + Option + M (MacOS). Please note that this is only available for our desktop apps.   If you are on macOS Catalina or higher, please try allowing Shadow to monitor inputs on your Mac. This setting can be added through your Mac's Security and Privacy page. As a reference, I have a included the screenshot below:     If you’re on mobile, please connect a controller to improve your experience. You can also enable our virtual controller too.

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Jonathan from Shadow
3 years ago
Jonathan from Shadow
Jonathan from ShadowCommunity Manager
published in Technical Assistance

Tips on Alleviating Start IssuesF.A.Q.

Most launcher errors can be solved by restarting your Shadow.    If you ever encounter any error codes or issues with starting your Shadow, please try shutting down your Shadow completely from the launcher. You can reach this by clicking on the help icon “?” at the top right corner. Select the “Shut Down Shadow” option and it will turn your Shadow off. Please wait about 5 to 10 minutes before starting Shadow again. It may take some time for Shadow to shut down if it has had difficulty starting. This will allow you to try and re-establish a fresh connection when starting.     Check out Help Center for a list of error messages and the information associated with each error code/message: https://help.shadow.tech/hc/en-gb/sections/360001048853--Error-Messages

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Jonathan from Shadow
3 years ago
Jonathan from Shadow
Jonathan from ShadowCommunity Manager
published in Technical Assistance

Tips for Reducing Lag on ShadowF.A.Q.

Shadow is a live stream, unlike that of Netflix and Hulu which can buffer, and thus streaming greatly depends on the strength of your internet connection. This includes your download speed, upload speed, latency (ping), jitter, and the distance between you and the data center you are connecting to. Lag is the noticeable delay between your inputs and the reaction of the server, which can degrade your experience with Shadow. For example, you’re moving your mouse but there is a delay on the stream when the mouse moves. This occurs when your network connection is not optimal, as Shadow reads inputs from your PC and is transmitted to Shadow and then the action is streamed to you. Having minimal latency on your network will help alleviate any lag you may experience.  As of now, you can set a Shadow stream bit rate to run between 5 Mb/s to 70 Mb/s which dictates the visual quality of the stream; just be sure you have the proper bandwidth and are aware of any data limitations you may have. Set

61340
Jonathan from Shadow
3 years ago
Jonathan from Shadow
Jonathan from ShadowCommunity Manager
published in Technical Assistance

How to Keep Your Shadow HealthyF.A.Q.

Shadow is your own high-end gaming PC in the cloud.   Like all PC’s and technology, basic maintenance will help to keep your Shadow running optimally and smoothly.   Here are some best practices we recommend to improve your Shadow experience: Stick to one Shadow build. You are always welcome to test out our beta and alpha apps, but we do not recommend switching back and forth between the official, beta, or alpha. As Shadow utilizes different versions of our software components for each build, this can cause issues when you switch back and forth often. Please remember that our Support Team is unavailable to provide any assistance for both the beta and alpha apps. Keep Windows and graphics drivers up to date on Shadow. This will ensure that your Windows installs and updates your Shadow with the latest security patches and service packs. These are broken down into Critical and Recommended updates. Installing the latest graphics driver can help improve the way your stream looks and feel

27940
Jonathan from Shadow
3 years ago
A
Anonymous
published in Technical Assistance

How to connect USB/Bluetooth Devices (Advanced)

If you’ve gone through our basic USB/Bluetooth set-up guide and still have questions or you’re looking for troubleshooting tips, you’re in the right place!  As a reminder, Shadow does not fully support all peripherals aside from a mouse, keyboard, and Xbox/PS4 controllers.     Here, we put any workarounds that we’ve seen resolve issues.  You’re more than welcome to ask users if they’ve tried any more advanced peripherals as well.   To repair controller drivers: 1. Inside Shadow, open Command Prompt as an administrator. 2. In Command Prompt, copy the following command: MsiExec.exe /x {37FD52BF-1242-4404-82A3-0ABC2F2ECDBB} 3. Use the Start menu to shut down Windows. 4. Start Shadow and give its components at least 5 minutes to start. After that, you can retry using the gamepad.   To update your Xbox controller’s bluetooth firmware: https://support.xbox.com/en-US/xbox-one/accessories/update-xbox-one-controller   If you’re using advanced peripherals like USB drives, you can try a third par

6181
Lily
3 years ago
A
Anonymous
published in Technical Assistance

How to Back up your Data/How to Transfer FilesF.A.Q.

We recommend using a cloud storage service in order to backup your data to ensure that you don’t lose anything on your Shadow.  Most frequent suggestions include: OneDrive, Dropbox, and Google Drive.   You’re more than welcome to try using an external harddrive; however, we cannot guarantee that they’ll work with Shadow as they require an extremely high and stable amount of upload speed in order to transfer files securely and completely.  Any other suggestions users may have are highly welcomed.   You’re also welcome to check out our help center articles here:  https://help.shadow.tech/hc/en-gb/articles/360011865520-How-to-Backup-my-Data-on-Shadow https://help.shadow.tech/hc/en-gb/articles/360012522999-How-do-I-transfer-files-to-my-Shadow-

2591
Lily
3 years ago
A
Anonymous
published in Technical Assistance

How does Shadow Work?F.A.Q.

Shadow receives all of the inputs from your local device and peripherals.  They’re then sent to our data centers which process the commands and send them back to your local device so that the actions are shown on the screen.  This relies on a stable local connection in order to ensure that packet loss does not affect your stream quality.  Everything relies on a secured infrastructure that links our data centers with your Shadow on one end, and your device at the other end.   If you’re interested in learning more about our data centers, please check out our Youtube video here:  

730
A
3 years ago
A
Anonymous
posted in Technical Assistance

Windows could not complete the installation. To install Windows on this computer, restart this computer.

After the activation or the reset of your Shadow, you can have the following Windows error “Windows could not complete the installation. To install Windows on this computer, restart this computer.”:   When we create or reset your Shadow, a system preparation (also called by the little name of “sysprep”) is performed. In our case, the sysprep failed and we didn’t detect it automatically.  The workaround is to perform another reset after the failed sysprep, from https://account.shadow.tech/myshadow.

0
A
3 years ago
Gelgoog
GelgoogModerator
asked in Technical Assistance

R:101

If you get this error you are logged into shadow from another device.  Solution:  Shut down Shadow and relaunch.    

1
Gentle
3 years ago
A
AimeeFromShadowShadow Staff
asked in Technical Assistance

How do I add an announcement?

I’d like to add an announcement to this forum without creating a topic. I see topics have three categories (Question, Conversation, or Idea), but my announcement doesn’t fall into any of these three categories. Can someone show me how?

1
A
3 years ago
A
Anonymous
posted in Technical Assistance

Feedback - When typing in the Description Box: White text on White Background

When I type anything in the description in box, it shows white on white which makes it hard to see. Wonder if it is possible to change the background of the box to something a little darker.   Tried changing the text to black in another post, but when the suggestion/idea is posted, the text comes out on black putting it on the navy gray background.    edit: spelling :)

0
A
3 years ago

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