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How to Contact Support

How to send diagnostic logs to Shadow Support

Updated 

13 days ago

Our Customer Support is available for any inquiry:

Opening Days: Monday to Friday

Opening hours:

English (North America): 9 am to 7 pm ET

English (Europe): 9 am to 7 pm CE(S)T

French: 9 am to 7 pm CE(S)T

German: 9 am to 7 pm CE(S)T

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, Ubuntu (Linux), terminals (Shadow BoxV1 and Shadow Ghost), and Android operating systems.

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

Send Logs to Shadow

To send us logs, please open the launcher, click Help Help_Icon.png , then click the Send logs Seng_Logs.png button.

Seng_Logs_Window.png

A notification will appear with a code. Please click Copy and close, note your local time and today's date, and include all of this information in your reply.

Our Support team will forward this code to our internal teams, who will use these logs to learn more about your recent session and issues you've experienced, if any have occurred.

Find Operating System Logs

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

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.
    Run_dxdiag.png

  3. Click Save All Information.
    dxdiag.png

  4. Save the file to your desktop.

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.

    macos-monterey-about-this-mac-build.png

  3. Click System Report.

    Mac_System_Information.bmp

  4. Choose File > Save to save a copy of System Report.

Attach System Information logs. The neofetch command 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.

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