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To help resolve technical issues with Shadow, we may request logs from the device currently experiencing issues. These logs help us troubleshoot issues and share information to improve Shadow. See how to send logs to Shadow and find operating system logs.

 

📝 Note: At this time, it is only possible to send logs from Windows, macOS, and Ubuntu (Linux) operating systems.

If you're experiencing issues on a different operating system, use a Windows, macOS, or Ubuntu system to reproduce the issue and send logs.

 

Send Logs to Shadow

To send logs to the Shadow Support team, open the launcher, go to Help Help_Icon.bmp, then click the Send logs button.

Send_Logs.bmp

 

Find Operating System Logs

For instructions locating logs on your device, choose your operating system below.

 

Windows

Save a DxDiag log to your desktop. DxDiag is a diagnostic tool used to list hardware components. It's also useful for troubleshooting video issues or sound-related hardware problems.

 

DxDiag

  1. Press Windows + R.
  2. In the "Run" Window, type "dxdiag", then click OK.
  3. Click Save All Information.
    DxDiag_Save_All.bmp
  4. Save the file to your desktop.

 

macOS

Save a screenshot of your System Information to your desktop. System Information contains specifications about your Mac, including your hardware, software, network, and external devices.

 

System Information

  1. Choose Apple menu > About This Mac to see an overview of your Mac. This will include your model, processor, memory, serial number, and version of macOS.

  2. Save a screenshot of this window.

  3. Click System Report.

    Mac_System_Information.bmp

  4. To save a copy of System Report, choose File > Save.

 

Ubuntu (Linux)

Attach a System Information and local Shadow Logs. Neofetch displays information about your system.

 

System Information

  1. Open your preferred terminal.
  2. Type "neofetch", then send us a complete screenshot or copy and paste the results into a text file.
  3. Save the file to your desktop.

 

Attach any files you saved to your Support ticket or email. An agent will review your logs and reply as soon as possible. If you don't have a Support ticket, see how to contact Support.