This article is updated regularly to help keep our users informed of issues impacting Shadow. If you're experiencing a problem with Shadow, read this article for more details about these issues, their status, and whether a workaround has been provided.
Please note that this list is not exhaustive, should only be used as a reference, and is intended to address high impact issues we're currently addressing.
COVID-19: Important updates about Shadow
In light of precautions involving COVID-19, many Shadowers are staying at home and resorting to what they love most: using Shadow. Due to the unprecedented usage increase, this can impact Shadow's overall quality and availability of service.
For this reason, we cannot rule out problems that may arise. To ensure everyone can use Shadow to its fullest potential, please consider shutting down your Shadow when not using it.
Latest news: We are closely monitoring the workload on our data centers. At the time of this writing, all of our data centers are operational and online.
For more information about Shadow Ultra and Infinite delays, check out the Shadow forum.
👷 Under Investigation 👷
My game is not starting when I have a Firewall installed in Shadow
Description: Games installed in Shadow doesn't start while a Firewall is started in Shadow. Be careful that some antivirus like Bitdefender also have Firewall embed that is started when Windows starts.
Workaround: If you installed a Firewall within Shadow, please deactivate it.
Please log out of your session and log back in after executing the command above.
Vertical split screen or Linux crash
Due to a specific GPU initialization required for old cards, the stream may only render half of the screen or cause an Xorg freeze (read the issue). Contact Support from your account page and provide the results for the following command:
vainfo
Local computers with an NVIDIA GPU
Install proprietary drivers: from Ubuntu. For any issues with these drivers, contact Support from your account page and provide the results for the following command:
vainfo
Local computers with an AMD GPU and poor stream or color quality
Due to a bad driver configuration, the stream will not be decoded correctly. You should execute the following command:
If you encounter a problem with a game in Shadow, please check that your local computer and Shadow are totally up to date. You can read the following steps before contacting support:
Status: We are aware of this concern. The team has contacted Gameforge's developers about this issue.
Genshin Impact
Description: The game is not starting on Shadow.
Status: We are aware of this concern. The team has contacted MiHoYo's developers about this issue.
Starlink
Description: The game is not starting on Shadow.
Status: We are aware of this concern. The team has contacted Ubisoft's developers about this issue.
Valorant
Description: The game is not starting on Shadow.
Status: Due to Riot Games' anti-cheat system, it is currently not possible to play Valorant on virtual machines, like Shadow. We are currently looking into potential solutions and the team is in contact with the Valorant's developers so all of you at #TeamShadow can get in some sweet competitive MP action.
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