Solved

Screen Freezes


Userlevel 2
Badge +1

All the time when i use shadow my shadow (computer side) freezes and requires me to restart the stream. please help because it gets really annoying!

icon

Best answer by HesiNova 8 June 2020, 14:53

Hey Guys.

 

I had the same issue.

Freeze then after 1 Min. Launcher crashed.

 

It started at the weekend “Saturday”.

I‘m from Switzerland and my Provider is Salt.

Salt released a new Router Firmware last week btw.

 

I tested it on different Networks 5Ghz and 2.4 GHz. Same issue.

Then I tested it on my mobile Network with a 5mb connection the same issue there.

 

Then I realized that the NVidia Icon has an exclamation sign on it.

Thought the Graphics Driver update will be done by shadow automatically. (Because I checked that in the settings). But this was not the case.

I installed the new Driver of the Graphic Card manually. I also installed the new Router Firmware.

 

And what should I say? All is good again. No Freeze no Launcher crash anymore. 

 

Hope this helps

 

Cheers

 

 

 

 

Please make a separate post about your issue as I'm 90% sure all of these issues are caused by different things. 

I did not have the issue anymore. My Shadow is running well again. This post is for helping people with the issue. ;-)  

View original

29 replies

Badge

By chance are you using Comcast xFi new 600 mbps router. It boots my internet all the time which freeze my shadow and forces me to use refresh option. 

Does this happen all the time or some of the time? Also what is the result of our speed test? 

Userlevel 2
Badge +1

my internet connection is very good 40~50 Mbps all the time but whenever I use the launcher and use shadow it will just freeze out of random

Badge

Might be a little slow. Try using lower bandwidth settings. Make sure your WiFi isn’t reconnecting whenever it freezes. I would try to improve your speed as well. 

Generally I go between 5-20 mbps on 50 mbps connection. But 30 mbps is ideal for pvp, since image is crisp enough. 

Badge +1

Generally speaking Freezes are a sign of packet loss, First Avoid WiFi where possible, Ethernet is preferable where possible if your already on Ethernet verify your not set on bandwidth settings too high for your connection, generally speaking start at 25-45% of your speediest results as speed-tests are a good measure of one time capability of your connection but since shadow is a Continuous stream its better to start conservatively and ramp up if everything is working well at the lower speeds.

Userlevel 2
Badge +1

Generally speaking Freezes are a sign of packet loss, First Avoid WiFi where possible, Ethernet is preferable where possible if your already on Ethernet verify your not set on bandwidth settings too high for your connection, generally speaking start at 25-45% of your speediest results as speed-tests are a good measure of one time capability of your connection but since shadow is a Continuous stream its better to start conservatively and ramp up if everything is working well at the lower speeds.

I think it has nothing to do with my internet because once it freezes audio is perfect and it still does recognise my key presses its just that the stream just randomly freezes 

Generally speaking Freezes are a sign of packet loss, First Avoid WiFi where possible, Ethernet is preferable where possible if your already on Ethernet verify your not set on bandwidth settings too high for your connection, generally speaking start at 25-45% of your speediest results as speed-tests are a good measure of one time capability of your connection but since shadow is a Continuous stream its better to start conservatively and ramp up if everything is working well at the lower speeds.

It is a hard freeze. Once it happens, video is stuck, but audio goes unaffected. There is no way to unfreeze, only hard reboot, or at least I don't know any other way. I lost a couple of in game rewards because it died just before the end of the alert. Not a biggy, but -1 

Userlevel 1
Badge

Same here. The freeze usually happens after a burst of packet loss, but there's no problem in that.

The problematic part is that even after packet loss have subsided, the video is still frozen. This is something Shadow needs to fix.

I used GFN in the past and when there was  packet loss during GFN streaming the video quality became potato but video itself never froze.

Badge

Yep get this problem too kinda annoying

Badge

This sounds like the issue I’m having as well. The video freezes but the audio continues. I can still move and see the mouse moving. The screen seems to stay frozen no matter how long I wait until I press Windows+Alt+R to restart the streaming. This has happened anywhere from fast moving moments in an intensive game to browsing the web and not even scrolling the browser, so it’s not dependent on how much information is changing on screen. I’d say it happens 2-3 times an hour, on average and it seems to happen no matter how long my Shadow has been running.

My internet is 100 down and 10 up and I’m wired to the device running Shadow. I’m also not having internet issues with any other devices in my home when this happens. Since the stream doesn’t come back unless I hit the hotkeys to restart streaming it seems pretty clear that this is a Shadow issue and not an issue with my internet (or at the very least, if the hiccup is caused by my internet then it’s still a Shadow issue because it has to be resolved manually).

Thankfully I’m almost always playing single player games so I’m able to hit the pause button the second I notice the issue and restart the stream. I’d still love to find a fix for this since I would like to play multiplayer games or do things that can’t be easily paused.

Badge

It is a hard freeze. Once it happens, video is stuck, but audio goes unaffected. There is no way to unfreeze, only hard reboot, or at least I don't know any other way. I lost a couple of in game rewards because it died just before the end of the alert. Not a biggy, but -1 

 

Have you tried restarting the stream with WIN+ALT+R (or your windows key equivalent)? Are you still hearing audio like the rest of us seem to be, or is yours completely frozen up? If it’s the latter, you might be dealing with a similar but different issue.

 

Badge

I have the same problem. It started a few months or weeks ago and didn't happen for over a year before. Image freezes but sound etc continues. I found out that when I press CTRL + ALT + DEL and then choose task manager it will work again - I just have to go back to the game window. Still annoying of course.

Userlevel 2
Badge +1

Some have found that an updated Streamer on the Alpha client has helped with those kind of freezes, it has not helped all though, however would be great feedback to find out if it does help.

Same issue. Tested Shadow on my friends Boost/account on this same exact system, never saw an issue. Ordered my own Boost, got it, and this exact issue has been non-stop since. Video locks up but audio and input works after a burst of ping spike/packet loss. Been through multiple forums and fixes, found nothing that works yet. Glad to hear I’m not alone.

Badge

Another sufferer here. It definitely is only a recent issue, I don’t recall there being anywhere near the volume of complainants on the discord server about this issue before now, if at all.

Been with shadow over 2 years, and yes I’ve had issues here and there but by and large it’s been very good.

My home wifi is fine, I can stream ps4 remotely just well.

It’s been suggested it’s a routing issue or due to congestion due to increased home usage during lockdown. I don’t know about the congestion, because it’s happening at all hours of the day, even 4am.

Badge

 

This is how it goes - windows pc connected via ethernet (also happens on android via wifi).

It’s like fine, fine, fine, hits a wall, fine fine fine.

This is only running at 15mb, so it’s not exactly pushing it. Again, I’ve been with Shadow over 2 years and this has only started recently. I’ve exhausted all options from my end to resolve this.

Sounds like I am experiencing the same issue. At least once every 5 minutes, the video and audio start stuttering (about 1-2 fps) for a few seconds, then the video freezes entirely. Audio resumes without stuttering and tells me that the game is still running smoothly in the background (I can move around and interact, just not see anything). For me, simply Alt+Tabbing to the desktop and back resumes the video stream.

I am also suspecting package loss as I am on wifi - however, I am on a 100 Mbit connect and there were no problems a month or two ago. Changning connection speed and turning low bandwidth mode on/off have no effect.

It could seem like a bug in the video stream only, making it unable to recover from package loss, whereas other streams (audio and input) do recover.

Userlevel 6
Badge +5

But everyone will have to get connected with ethernet, try their bandwidth setting at 5 and see if their computer meets the minimum spec requirements. 

 

Mod edit - removed recommendation to have everyone post a separate post.  Please try to consolidate conversations into threads as appropriate, there’s no need for a new thread for every user. - Astro

Hey Guys.

 

I had the same issue.

Freeze then after 1 Min. Launcher crashed.

 

It started at the weekend “Saturday”.

I‘m from Switzerland and my Provider is Salt.

Salt released a new Router Firmware last week btw.

 

I tested it on different Networks 5Ghz and 2.4 GHz. Same issue.

Then I tested it on my mobile Network with a 5mb connection the same issue there.

 

Then I realized that the NVidia Icon has an exclamation sign on it.

Thought the Graphics Driver update will be done by shadow automatically. (Because I checked that in the settings). But this was not the case.

I installed the new Driver of the Graphic Card manually. I also installed the new Router Firmware.

 

And what should I say? All is good again. No Freeze no Launcher crash anymore. 

 

Hope this helps

 

Cheers

 

 

 

 

Userlevel 6
Badge +5

Hey Guys.

 

I had the same issue.

Freeze then after 1 Min. Launcher crashed.

 

It started at the weekend “Saturday”.

I‘m from Switzerland and my Provider is Salt.

Salt released a new Router Firmware last week btw.

 

I tested it on different Networks 5Ghz and 2.4 GHz. Same issue.

Then I tested it on my mobile Network with a 5mb connection the same issue there.

 

Then I realized that the NVidia Icon has an exclamation sign on it.

Thought the Graphics Driver update will be done by shadow automatically. (Because I checked that in the settings). But this was not the case.

I installed the new Driver of the Graphic Card manually. I also installed the new Router Firmware.

 

And what should I say? All is good again. No Freeze no Launcher crash anymore. 

 

Hope this helps

 

Cheers

 

 

 

 

Please make a separate post about your issue as I'm 90% sure all of these issues are caused by different things. 

Userlevel 6
Badge +5

All the time when i use shadow my shadow (computer side) freezes and requires me to restart the stream. please help because it gets really annoying!

Have you tried 5 bandwidth? How are you connected to your router?

Everyone here will have to make a separate post for their issue as Im 90% sure there are different causes for this issue. But everyone will have to get connected with ethernet, try their bandwidth setting at 5 and see if their computer meets the minimum spec requirements. 

Really? Well, I’m 90% sure the underlying cause is the same.

Seriously though, what makes you think these are different issues? I see a pattern, but if you don’t it would be helpful to know why as it might help us debug this.

As for your suggestions, my computer meets the minimum requirements (otherwise, I wouldn’t be paying £15 per month), connecting with ethernet is unfortunately not an option for me right now, and I am connected to the 5GHz band (and the signal is strong).

Hey Guys.

 

I had the same issue.

Freeze then after 1 Min. Launcher crashed.

 

It started at the weekend “Saturday”.

I‘m from Switzerland and my Provider is Salt.

Salt released a new Router Firmware last week btw.

 

I tested it on different Networks 5Ghz and 2.4 GHz. Same issue.

Then I tested it on my mobile Network with a 5mb connection the same issue there.

 

Then I realized that the NVidia Icon has an exclamation sign on it.

Thought the Graphics Driver update will be done by shadow automatically. (Because I checked that in the settings). But this was not the case.

I installed the new Driver of the Graphic Card manually. I also installed the new Router Firmware.

 

And what should I say? All is good again. No Freeze no Launcher crash anymore. 

 

Hope this helps

 

Cheers

 

 

 

 

Please make a separate post about your issue as I'm 90% sure all of these issues are caused by different things. 

I did not have the issue anymore. My Shadow is running well again. This post is for helping people with the issue. ;-)  

Same issue here. I’ve only just gotten Shadow boost yesterday and the screen freezes started last night and continues today.

Video is frozen but audio continues just fine. Also, when I press certain keys I can hear the appropriate responses in the game. So the game itself hasn’t crashed but the videostream has frozen.

The only way I’ve found to workaround this is to hit CTRL-ALT-DEL. I then first get my local screen with options - I cancel that - then I get the same screen with options in Shadow desktop. I then click Task Manager, it appears as a small window in the game and then suddenly the videostream runs again. It’s a temporary workaround though as it WILL happen again sooner or later in the same gamiing session!

Very annoying in the online game I play I must say. I happens randomly btw. Sometimes a few seconds after I login to the game, sometimes a few minutes afterwards.

I’ve tried lowering my allocated bandwith from 70 to 50 to 30 and even 10. Didn’t do anything. And I’m on a 250MB down Ethernet connection so that’s not exactly “pushing it” :)

Also updated the graphics driver as Geforce Experience said there was an update. Didn’t do anything either.

Judging by the forum posts this is a fairly recent issue for many many customers that they didn’t have before. Thus the problems seems to me at Shadow’s end, not on ours. Hoping for a fix from Shadow as I can’t relialibly play my games...

Checking the “Low Bandwidth” box seems to help the freezing issue for me. At least for the half hour I just played with it. No freezing of the video stream in that half hour. Can't say if this is a permanent solution after such a short time but I'll do a longer gaming session later today or tomorrow and will report back here.

Also, I set my allocated bandwidth to 30Mbps again too. Since I'm on a 250Mbps Ethernet connection that seems more then reasonable.

Badge

OK, so I think I’ve found a solution for this - at least if you’re playing on Android mobile which I do the majority of my gaming on. YMMV but I’d be interested to see if this helps for anyone else.

It appears to me that the issue is in the routing to Shadow’s servers, not necessarily something wrong with your network, or at Shadow’s server end, but in the routes taken to get there by your ISP.

I’ve run all sorts of diagnostics, and changed absolutely every setting I can, with no great effect. I’ve been suffering with the freezing all the way through this lockdown. I love Shadow, and am in my 3rd year of service, but even I was thinking how can I justify using it at the moment. The only ‘solution’ up until now that had helped would be to drop the quality down to 5mb, which is not great but actually ends up being quite playable on the phone in a pinch.

I use 1.1.1.1 for my DNS settings on my router as it purports to be the fastest one out there and it’s owned by Cloudflare so no slouches. Turns out they do an app called WARP, which is a VPN that runs on your local device. They do a free tier and a paid tier @ £3.99/m. The paid tier has access to WARP+, which uses Cloudflare’s enhanced routing. Ordinarily I would expect a VPN to reduce the bandwidth of the device, which going by my tests it does a bit, but it seems this enhanced routing prevents the freezing. I played a couple of hours last night without so much as a single dropped frame, compared to freezes and lags and restarts every 5 or 10 minutes as usual.

I got up this morning and checked some numbers. Here’s my desktop pc connecting to gravelines, notice the ping is 34.

I’m pointing the server at gravelines as I’m on infinite.

Here it is on my mobile device, notice the ping is down by 4ms.

When I tried it last night, the mobile device ping was down to 28ms. I have to say that I have seen the max bandwidth drop down, but on my device at least 15mbs is more than serviceable on the small screen in any case.

I’m not hawking, and I’m no network expert. My experiments are not scientific. I might have a look at pingplotter on the pc, vs a tracert app on the phone to check if the routing could be different.

WARP is not a VPN in the usual sense, it doesn’t do much ie you can’t mask your ip for netflix or whatever, but it gives you access to cloudflare’s routing is my understanding.

As I say, YMMV, but I had the best results I’ve had for a good couple of months. I’d be interested if anyone else has the same success.

Good luck!

Reply