Updated: 27th January 2020 at 03:27 pm PST

On this page, you will find major known issues on which we are currently working to resolve.

We will be updating the following list regularly to outline the status of certain issues that are currently pressing for our community. Please note that this list is not exhaustive, and should only be used as a reference to give a general idea of where our focus currently is.

• Fixed
  • Black Screen
  • Resolution Issue with Shadow Ghost
  • Latency Issue
• Investigating
  • Error S:101 or 800x600 Resolution
  • No Sound
  • Green Screen with Shadow Ghost
  • Infinite Update Loop with Shadow Ghost or Box

 

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Fixed

Black Screen

Description:
After connecting to your Shadow, the application only displays a black screen. 

Status:
A fix has been released to the Official client as of version v2.16.21. Please start Shadow using the Official application. You can download the Official version from your account page. Contact Support if the issue has not been resolved.

 

Resolution Issue with Shadow Ghost

Description: 
At launch, the Shadow Ghost is set with extremely low resolution.  even after adding the desired resolution as custom (or selecting it from the options when available) it won't "save it" and you have to do it every boot.

Status:
A fix has been released to the Beta client. Please start your Shadow Ghost using the Beta application. Contact Support if the issue has not been resolved.

 

Latency Issue

Description:
Experiencing latency on Shadow.

Status: 
A fix has been released to the Official client. You can download the Official version from your account page. Contact Support if the issue has not been resolved.

 

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Investigating

Error S:101 or 800x600 Resolution

Description:

An update has been released to help Shadow detect your device's resolution automatically. If Shadow displays error S:101 or has difficulty detecting your resolution:

• See how to resolve error S:101
• Use the NVIDIA Control Panel or Windows Settings to set a resolution on Shadow

Status:

We are working on a permanent fix for S:101 and other resolution issues. Contact Support if the issue has not been resolved.

 

No Sound

Description:
With the last release of client v2.16.19, the sound inside your Shadow could disappear after about 5 minutes. 

Status:
We are working on a permanent fix.

If the issue has not been resolved, contact Support and attach the following logs to your support ticket:

• C:\Windows\System32\winevt\Logs\Shadow.evtx (Found inside Shadow)
• C:\Windows\System32\winevt\Logs\Application.evtx (Found inside Shadow)
• C:\Windows\System32\winevt\Logs\System.evtx (Found inside Shadow)
• Local system logs following the instructions in this article: Send Diagnostic Logs to Shadow Support

Workaround:
 Go to your Settings, then change "Optimize Streaming" to "Prefer Reliability".

 

Green Screen with Shadow Ghost

Description:
When connecting with your Shadow Ghost, it only displays a green screen.

Status:
We are working on reproducing the incident. Do not hesitate to contact Support if you experiencing this bug.

Workaround:
You can still access your Shadow from another application (Windows, macOS, Ubuntu, or Mobile).

 

Infinite Update Loop with Shadow Ghost or Box

Description:
When connecting with the Shadow Ghost or Box, the launcher is stuck at the login window and the loading screen appears to be stuck in an infinite loop.

Status:
We are working on a fix and will update this status when more information becomes available.

Workaround:
Switching from Ethernet to Wi-Fi connection can resolve the problem. Use a 5GHz Wi-Fi connection for the best experience.