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Shadow broken. (Resolution 0x0) Video card and audio hardware seem to be disconnected.

  • 28 November 2020
  • 7 replies
  • 895 views
C

Very frustrated right now. Since Thursday afternoon Shadow has been completely inoperable. It first started with CPU reaching 100% unexplainably making any game or program impossible to use. Upon shutting down and attempting to restart it went into a resolution error where the display is stuck at 800x600 and the only option other than auto detect resolution is 0x0.  A red square is visible in the top left of the screen. I’ve gone through hours of troubleshooting. Restart and wait 30 mins, uninstalled and deleted all Shadow related data/folders and reinstalled. Tried switching to shadow beta. Check every possible hardware/software update for my host laptop. Attempted to connect through my phone and got the same errors/issues. I went to attempt to change resolution through the Nvidia control panel when I found that there was no nvidia control panel and in fact no video card hardware connected or active at all, as well as no audio connection. Have spent hours trying to find a solution with no luck and have had no response from support. I understand it’s the holidays but its now been over 48 hours with no help or response. Don’t mean to sound hostile, Shadow support has generally been excellent over the last year when I’ve reached out to them the few times I had an issue.  Anyone have any similar issue or solution? Thank you.

 

+++

  • Windows (same issue on mobile)

  • Official ( same issue on beta)

  • intel corei5-2450m @2.5ghz

  • Intel HDGraphics 3000

  • New York

  • Connection speed (Datacenter speed tests EU: Paris | AMS or US: CA | TX |CH | NY)

  • Description of issue

Other:

  • 11/26/2020.

  • Not that I’m aware of.

  • Listed above

  • No

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Best answer by ClancyClasher 29 November 2020, 03:58

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7 replies

Thortok2000
Userlevel 4
Badge +4

The red box issue means the GPU did not successfully connect to your shadow.

You need to shut down, wait until the shadow is completely off, and then reconnect and boot up.

If you ever have this problem over a long period of time, the number one reason is that your shadow isn’t fully shutting down to a completely off state. It’s supposed to, especially if you’re not connected for an extended period, but if it doesn’t, then this problem will continue until the shadow is full and truly off for a few minutes.

A restart is unlikely to succeed since it’s not an actual cold boot of the system and so the system is just continuing to run without the gpu when it boots up again. Restarting and then waiting doesn’t do the trick because the shadow has already booted up without the connection, and sitting and waiting does nothing as the only time it’s going to form a connection is when it’s booting up.

A full shut down, close your client, wait about 3-5 minutes, and then reconnect, is what you need. In rare cases, this may take more than one try. If you try 3 times and still keep getting the red box, you need to contact support as there’s nothing more you can try from your end.

If you find it hard to shut down your windows, you can use the power button in the support section of the client. It takes longer this way, and if your shadow is in that ‘not completely off’ state, this will fix it, but you may have to wait up to 30 minutes for it to reach the completely off state, if waiting 3-5 minutes doesn’t work.

Another, easier method to get it to the completely off state is to connect to your shadow through chrome remote desktop and instruct it to shut down.

While you are waiting the 3-5 minutes, close your client running on your host device. Sometimes the client will try to reconnect while the shadow is in the ‘not completely off’ state and prevents it from going completely off before trying to connect again. So just close the client completely in between shut down and reconnect attempts.

"I don't know half of you half as well as I should like, and I like less than half of you half as well as you deserve." - Bilbo Baggins, from his speech on his eleventy-first birthday.
C

Appreciate you taking the time to answer. Unfortunately still no luck though. I should have clarified before when I said restart and wait 30 mins I meant total shutdown and waiting before attempting to start up again. I tried again now though, total shutdown and closed client. Waiting at least 15 mins between each attempt. No change, same issue each time. Waiting on response from support. Hopefully will have a solution or progress tommorow.

C

Update. No progress. Finally got a reply to my ticket and all they gave me was a link to the tech help center to an article that is not even relevant to the issue I’m having. My hunch is there is probably a literal physical disconnect or damaged hardware somewhere at the server center in NY related to my shadow service. Issue has been goin on for over 3 days now. If the next person they put me in touch with asks me if I tried shutting down/restarting I might lose my mind. I’ve gone the uninstall and delete all data/folders route before re installing route as well. Excuse my irritation, it’s a small issue in the grand scheme of things, but I’m sure fellow gamers understand the frustration. Trying to get back in the Shadowlands grind and Apex ranked grind 😛. 

The issue is not solved not sure why it is checked as so. No offense to the Mod that replied, that fix probably does work for most cases, just not this one for whatever reason.

K

I have exactly the same problem. I tried turning off the shadow completely, waited 30 minutes. I still have a problem with the red square :(

C

@KorsaR-ZN Sorry to hear you’re in the same boat. Good to know I’m not alone though I guess. Just tried again now, still broken same issue. Last I heard from support was this morning and I didn’t get anything helpful out of the response. It’s now past 9 and I haven’t heard from them again. This is a huge drop in the quality of customer care compared to what I got before. If they had just responded with a simple “We’re working on it” I would be way more understanding. Been using Shadow for over a year and this is the first time I’ve been severely disappointed.  Before this I would always give them a 10/10 across the board. You’re breaking my heart shadow :( please come back!

C

@KorsaR-ZN Might have the solution for you!! Just got another response from support and this did the trick for me. Just needed a graphics driver update, I’m not sure why the issue originally started because I always kept the drivers up to date and this was probably the one step/fix I missed. Anyways if you can still log on to the shadow go to https://www.nvidia.com/en-us/geforce/geforce-experience/ and download the driver update. It will be laggy and distorted but you should be able to get to it and install. Restart and that did it for me.

K

@KorsaR-ZN Might have the solution for you!! Just got another response from support and this did the trick for me. Just needed a graphics driver update, I’m not sure why the issue originally started because I always kept the drivers up to date and this was probably the one step/fix I missed. Anyways if you can still log on to the shadow go to https://www.nvidia.com/en-us/geforce/geforce-experience/ and download the driver update. It will be laggy and distorted but you should be able to get to it and install. Restart and that did it for me.

I can't enter my shadow and update drivers, I just have a black screen with a red square :(

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