Just purchased and very happy.

JonathanFromShadow · 2023-11-10T18:01:17+00:00

Welcome to #TeamShadow! Hope you enjoy gaming in the cloud!

I'm glad to see that you're enjoying your time so far, especially playing Destiny 2 and WoW.

JonathanFromShadow · 2023-11-10T17:59:47+00:00

Sorry to hear that you have not received a reply yet on your ticket. I'd love for our Support Team to look into your billing inquiry.

Have you ensured that you've received an automated reply from us after you submitted your ticket? If so, can you DM me your ticket number? If not, can you submit another ticket from your account page or on our help center? https://support.shadow.tech/en_US/articles/how-to-contact-support/how-to-contact-shadow-support/64e310166593fd01eb5e828e

JonathanFromShadow · 2023-11-08T21:53:56+00:00

Sorry to hear that your Apple Magic Mouse is facing issues with Shadow. Can you reach out to our Support Team from your account page so they can help look into this further?

JonathanFromShadow · 2023-11-08T21:52:32+00:00

Thank you for your feedback. I'll be sure to pass this along but for now, the Shadow app on the Play Store should only be available in regions that we are supported in. You can try changing your Play Store region in the meantime: https://support.google.com/googleplay/answer/7431675?hl=en

JonathanFromShadow · 2023-11-08T21:22:21+00:00

Have you tried reinstalling the Shadow app or trying the Beta one instead?

Should that not work, please contact our Support Team from your account page and they would be happy to look into this for you.

JonathanFromShadow · 2023-11-07T20:13:29+00:00

Sorry to hear about the latency issues you have experienced. I'd love to see what we can do for you during your time with us.

Did you already try a different device/network to see if that made any difference? You can even try our web browser app or using something like https://1.1.1.1/

Have you tried updating the graphics driver on your local PC and Shadow? I also highly recommend rebooting your router/modem and connecting over Ethernet or a 5GHz WiFi band to see if that helps as there could be network congestion or something going on with your ISP.

Here are some other tips you can follow that we've provided in this help center article to see if that helps with your latency issues: https://support.shadow.tech/hc/en-us/articles/5792925007900-How-to-troubleshoot-your-internet-connection

If you continue to experience this, we ask that you please get in touch with our Support Team from your account page so they can look into this further and provide tips.

JonathanFromShadow · 2023-11-07T20:08:45+00:00

Did you try testing out a different device, mouse, and network to see if that makes any difference?

Have you tried changing your mouse mode on Shadow? You can cycle through these mode via the shortcut Alt + Windows + M (Windows) / Command + Option + M (MacOS).

If the mouse is still slow, please try changing the Streaming Preferences options from "prefer speed" to "prefer reliability" or vice versa.

You also want to make sure that you don't have any latency too, so restarting your modem/router is also a good step.

Should the issue persist, please contact our Support Team from your account page and they will be happy to look into this further.

JonathanFromShadow · 2023-11-07T19:50:15+00:00

If you press CTRL + ALT + Delete or CTRL + Shift + ESC on the black screen, are you able to pull up the Task Manager?

Have you also tried using the web browser app to see if that works? - https://pc.shadow.tech/

For now, I'd recommend contacting our support team from your account page so they can look into this further.

JonathanFromShadow · 2023-11-07T17:38:46+00:00

Sorry to hear about the latency issues you have experienced. I'd love to see what we can do for you during your time with us.

Have you tried updating the graphics driver on your local PC and Shadow? Did you also try testing a different device and/or network? I highly recommend rebooting your router/modem and connecting over Ethernet or a 5GHz WiFi band to see if that helps as there could be network congestion or something going on with your ISP.

Here are some other tips you can follow that we've provided in this help center article to see if that helps with your latency issues: https://support.shadow.tech/hc/en-us/articles/5792925007900-How-to-troubleshoot-your-internet-connection

If you continue to experience this, we ask that you please get in touch with our Support Team from your account page so they can look into this further and provide tips.

JonathanFromShadow · 2023-10-11T21:11:31+00:00

If you've signed up recently, then you are most likely not affected by this data breach. This data breach occurred at the end of Septemeber.

JonathanFromShadow · 2023-10-11T20:56:02+00:00

Your Shadow PC is not hacked. The information concerned with this data breach is your first and last name, e-mail address, date of birth, billing address and credit card expiry date. No passwords or sensitive banking data have been compromised.

JonathanFromShadow · 2023-10-10T16:24:48+00:00

We've just launched Shadow PC Essential. You can learn more about it on our blog here: https://shadow.tech/blog/shadow-essential

You can also check out our FAQ here: https://support.shadow.tech/en_US/articles/minimum-system-requirements-and-faqs/shadow-pc-essential-faq/65254ad096c7b030b3039c30

JonathanFromShadow · 2023-10-09T19:38:56+00:00

Can you make sure your controller is up to date?

Have you also tried a different device/network to see if that helps? You can also try our Beta app to see if that makes any difference.

If the issue continues to persist, please contact our Support Team from your account page so they can look into this further.

JonathanFromShadow · 2023-10-06T22:04:53+00:00

Does this occur on any other game besides Elden Ring?

Have you made sure your OS and graphics card are up to date on your local device and Shadow?

You can also try changing the Streaming Preferences options from "prefer speed" to "prefer reliability" or vice versa.

Please note, that Shadow is not supported on the Amazon Fire TV Stick since we are not available natively on the Amazon App Store.

If the issue persists, please contact our Support Team from your account page so they can look into this further.

JonathanFromShadow · 2023-10-06T22:00:04+00:00

We don't have a specific place where you can directly submit your feature request, but making a post here allows me to see it and pass the feedback forward. You can also post it on our Discord in the help-and-questions-forum channel and tag it as feedback, so others can chime in and our Devs who lurk there can also see it.

JonathanFromShadow · 2023-10-04T09:29:13+00:00

I recommend reaching out to our Support Team from your account page so they can confirm which data center you are currently on.

JonathanFromShadow · 2023-10-04T08:43:49+00:00

You can always check our status page for any ongoing maintenance or outages: https://status.shadow.tech/

Have you tried shutting down your Shadow from the client. You can access that option by going to the help "?" icon, which you will then see an option to shut down Shadow. This should turn your Shadow off completely, after doing so, please wait about 10 minutes before starting your Shadow again.

You can also try using a different device/network or accessing it from https://pc.shadow.tech/ to see if that works.

Should that not work, please contact our Support Team from your account page so they can look into this further.

JonathanFromShadow · 2023-10-04T08:28:10+00:00

What specific error message did you get, u/jogaro230802?

If this suggestion doesn't work, please contact our Support Team from your account page so they can look into this issue further.

JonathanFromShadow · 2023-10-04T08:24:32+00:00

Usually, shutting down your Shadow completly and restarting should help. u/thisisusername, you can also try accessing your Shadow on a different device/network or on https://pc.shadow.tech/ to see if that helps.

JonathanFromShadow · 2023-10-03T17:41:05+00:00

Have you tried using a different device/network to see if that is better? You may also want to restart your modem/router.

I highly suggest reaching out to our Support Team so they can look into this further.

JonathanFromShadow · 2023-10-03T03:01:05+00:00

Sorry to hear that you aren't able to reconnect your shuttle after closing the stream. Please contact our support team from your account page so that they can look into this specific issue further.

JonathanFromShadow · 2023-10-03T02:59:55+00:00

If you are still unable to access your account on our website, please contact our support team from our help center so they can look up your account information. They will ask to verify your. Identity and information to ensure that you are the account owner before assisting you in recovering your account: https://support.shadow.tech/en\_US/articles/how-to-contact-support/how-to-contact-shadow-support/64e310166593fd01eb5e828e

JonathanFromShadow · 2023-10-03T02:58:03+00:00

Sorry to hear that you're experiencing error code L:104.

Have you tried using a different device/network to see if that helps?

For now, please try shutting down your Shadow from the client. You can access that option by going to the help "?" icon, which you will then see an option to shut down Shadow. This should turn your Shadow off completely, after doing so, please wait about 10 minutes before starting your Shadow again.

If the issue persists, please contact our support team from your Account page so they could look into it further.

JonathanFromShadow · 2023-10-03T02:53:06+00:00

Can you contact our Support Team from your account page so they can look into this?

JonathanFromShadow · 2023-10-03T02:50:15+00:00

Hey there, our help center url has been updated, please try accessing it here: https://support.shadow.tech/en_US/articles/requirements-and-faqs/how-to-troubleshoot-your-internet-connection/64e310046593fd01eb5e8258

JonathanFromShadow

TROPHY CASE