Getting Started with Shadow PC Gaming

Requirements and FAQs

Introduction with Shadow PC Gaming

General

Technical Assistance - General

Resolution & Image Quality

Software Setup

Connection & Network

Performance Issues

Storage

Known Issues for Shadow

Mice, Keyboards, and Other Peripherals

Error Messages

Sound & Microphones

Authentication

Technical Assistance - Apps, Ghost, and Box

Getting Started with Shadow PC Enterprise

Getting Started with Shadow Drive

Account Management

Contact Support

Known Issues for Shadow

Updated 

đź“ť Last updated: December 13, 2023

This article is used to inform our users of issues impacting Shadow. In this article, you'll find a list of issues with specific apps, games, and operating systems, if any are known at the time. For any issues impacting our data centers, visit our status page.

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.

​

Status key

Fixed_28_status_indicator.png

Fixed

Known_issue_28_status_indicator.png

Known issue

Incompatible_28_status_indicator.png

Incompatible

​

Description

Installing RAV Endpoint Protection makes you lose access to your Shadow PC.

If you are in this case, a factory reset will be necessary. See how to factory reset your Shadow.

Status

We currently are not able to provide an ETA regarding a possible resolution of this issue.

Description

Installing Avast One makes you lose access to your Shadow PC.

If you are in this case, a factory reset will be necessary. See how to factory reset your Shadow.

Status

We currently are not able to provide an ETA regarding a possible resolution of this issue.

​

​

Description

When recording, a slight delay occurs between voice input and output to your speakers or headset.

Status

A fix was deployed in Beta and Alpha versions.

​

​

Description

Some of our users no longer have any sound on their Shadow because
drivers are missing or the audio quality needs to be updated. Therefore, it's important to verify NVIDIA driver version 512 or later has been installed.

Workaround

Please follow these steps, in order, until the audio starts working properly:

​

  • Start Shadow. After Windows has logged in, press Windows + P, then select PC Screen Only. If you have dual-screen enabled and want to continue using it, you can skip this step.

  • Check your Sound settings on Shadow and your local device and make sure the audio output quality is set to 16 bit, 48000 Hz (DVD Quality).

​

See the following steps for Windows 10:

  1. Go to Settings â†’ click System â†’ select Sound.

  2. Under Output, click Device properties.

  3. Select Additional device properties.

  4. Go to the Advanced tab.

  5. Choose 16 bit, 48000 Hz (DVD Quality).

  6. Click Apply.

​

​

​

Description

Games installed in Shadow won't start while a firewall is started in Shadow. Some antivirus software, like Bitdefender, also have a firewall embedded that starts with Windows.

Workaround

We're working on a permanent fix. In the meantime, please deactivate any firewalls installed on Shadow.

​

​

Description

When launching Netflix on Shadow, an error message appears and the Netflix screen is black.

Workaround

We're working on a permanent fix. In the meantime, please refer to the following article I have a black screen and an error message when using Netflix. You will need to disable your browser's "Hardware acceleration".

​

​

Description

Several users are reporting freeze/lag problems on local Nvidia 3000+ series graphics cards.
If you are facing this problem, we invite you to manually change the decoding method to FFmpeg from the Shadow Launcher by clicking on the following items:
“ (Settings)” > “Video & Display” > “Advanced Settings” > “Decoder” > “FFmpeg”

Status

A function to automatically detect the decoder to use will have to be developed on our side.

​

Description

When using "Action!", the stream crashes.

Reason

This software is incompatible with our service. We will continue to look for a permanent fix.

Description

Shadow changed its name in 2021 from Blade to Shadow SAS. To keep updating the Shadow PC Windows application as of 2023, it must be in compliance with the new Shadow name.

Workaround

In order to continue benefiting from future Shadow PC Windows updates, it is necessary to manually uninstall and reinstall the Shadow PC application from your local PC by following the steps below:

This manipulation will not affect the data and files on your Shadow PC.

 During the reinstallation, a "Windows Defender" window may appear. In this case, click on "Run anyway" and continue with the installation.

Description

With Windows 11, some games and software may require the Secure Boot feature to be activated within the BIOS of the computers. At this time, Shadow PCs do not activate by default this feature which may prevent you from installing or launching some games and software requiring Secure Boot to be enabled.

Status

We are currently working on finding a solution that will allow us to answer this new requirement and therefore, unblock any Secure Boot limitations.

Description

We do not recommend the use of disk encryption features such as Bit Locker on Windows 11.

Reason

Disk encryption features can make your Shadow PC inaccessible.

Description

Norton Firewall causes latency and performance issues on macOS Big Sur.

Workaround

We recommend adding an exception or whitelisting the Shadow app on Norton Firewall. Alternatively, you can temporarily disable Norton Firewall while using Shadow.

Description

In order to not go off-screen, your pointer or cursor must be in lock mode.
The pointer lock parameter is a feature that allows an application like Shadow to request your system to lock the pointer or cursor, preventing it from being moved outside the application window.
Even if the pointer lock parameter is enabled by default on the Shadow PC iOS application, please note that the system may not always honor the pointer lock request.

Workaround

 It is important to note that pointer lock depends on system support and may not be available on all platforms or for all configurations.

  1. The Shadow PC application must be in full-screen mode, without using Split View or Slide Over modes.

  2. There must be no other application in Slide Over mode.

  3. The Shadow application must be active (see About Automatic Shutdown and Shadow) and in the foreground.

  4. Pressing the "escape" key will unlock the pointer. If you have to use that key, please click on your Shadow PC application to lock the cursor again. If that does not lock your pointer, you may need to close and relaunch the application.

​

Description

We are currently aware that when the iOS Assistive Touch option is enabled, there may be cursor conflicts in the Shadow. Unfortunately, we cannot resolve this at this time and invite you to disable the Assistive Touch option.

Status

We are working on a permanent fix and will keep you updated when the issue is resolved.

Description

Since the last update to iOS 16, it turns out that our additional screen feature is no longer functional.

The issue may be caused by having an unlocked pointer. If you are unable to add an extra screen on iOS 16, we suggest following the instructions below.

Workaround

 IIt is important to note that pointer lock depends on system support and may not be available on all platforms or for all configurations.

Your pointer or cursor is more likely to be locked by your system if the following conditions are met:

  1. The Shadow PC application must be in full-screen mode, without using Split View or Slide Over modes.

  2. There must be no other application in Slide Over mode.

  3. The Shadow application must be active (see About Automatic Shutdown and Shadow) and in the foreground.

  4. Pressing the "escape" key will unlock the pointer. If you have to use that key, please click on your Shadow PC application to lock the cursor again. If that does not lock your pointer, you may need to close and relaunch the application.

Description

External keyboards do not work in Shadow on iPadOS 15. The issue occurs whether they are connected through USB, Bluetooth, or while using a Magic Keyboard.

Status

We are working on a permanent fix.

Workaround

The "Full Keyboard Access" feature must be disabled for an external keyboard to work in Shadow. You can find this option in Settings → Accessibility → Keyboards → Full Keyboard Access.

Before you continue, see how to Install Shadow on Ubuntu if you have not done so already. Some issues may be resolved by following these instructions first.

Description

Shadow will suddenly stop working and crash when running on Ubuntu 20.04

Solution

This issue should no longer happen. If Shadow continues to crash when running on Ubuntu 20.04, make sure your video drivers are up to date.

For users with an iHD driver, execute the following command:

echo "export LIBVA_DRIVER_NAME=i965" >> ~/.profile

Restart Shadow after executing the command above.

Description

Due to a bug with the libva-glx library, the stream will not render correctly.

Workaround

Create the file /etc/drirc or $HOME/.drirc with the following:

<driconf>  <device driver="radeonsi">   <application name="Shadow" executable="Shadow"> <option name="allow_rgb10_configs" value="false" />       <option name="radeonsi_clear_db_cache_before_clear" value="true" />   </application>  </device>  <device driver="radeon">   <application name="Shadow" executable="Shadow">    <option name="allow_rgb10_configs" value="false" />         </application> </device> <device driver="iris">  <application name="Shadow" executable="Shadow">   <option name="allow_rgb10_configs" value="false" />  </application>  </device> </driconf> 

Execute the script with ~/.drirc. Restart your computer after executing the script.

Description

You may experience sandboxing issues with Debian due to this bug.

Workaround

You'll need to run the application with the following parameters:

./Shadow.AppImage --no-sandbox

Alternatively, you can add an attribute into your system kernel:

sysctl -w kernel.unprivileged_userns_clone=1


Or, add the following line in the file /etc/sysctl.d/99-shadow.conf:

kernel.unprivileged_userns_clone=1

Sources:

Should you encounter issues with a game in Shadow, see if updates are available for your local computer as well as Shadow. Here are a couple of articles that might help:

Description

Following an update for the game, the game could previously not start on Shadow.

Status

The team has contacted Novaquark's developers about this issue. It is now fixed.

Description

This game could previously not be played on virtual machines similar to Shadow.

Status

The issue has been fixed as of December 6, 2021. To fix this issue on your Shadow, install the latest NVIDIA graphics drivers. Our QA teams have been able to successfully play Halo Infinite on Shadow as of driver version 496.

Description

The game is not starting on Shadow.

Solution

We are aware of this concern. The team has contacted Gameforge's developers about this issue. For now, it is considered incompatible.

Description

The game is not starting on Shadow.

Solution

We are aware of this concern. The team has contacted Genshin Impact's developers about this issue. For now, it is considered incompatible.

Description

The game is not starting on Shadow.

Solution

We are aware of this concern. The team has contacted Starlink's developers about this issue. For now, it is considered incompatible.

Description

The game is not starting on Shadow.

Solution

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 those of you at #TeamShadow can get in some sweet competitive MP action.

Description

The demo cannot be played on virtual machines like Shadow. However, the official game is not impacted.

Reason

We received an official answer from Capcom about
this topic:

"Our [Research and Development Team] has investigated the issue
and we can confirm that, for technical reasons unrelated to Shadow, the
demo is not compatible with your platform. While this is not something
that can be changed for the demo, the full game should not be affected
and we expect that it will run on your platform without any issues.”

Description

The game cannot be played on virtual machines like Shadow.

Reason

We are aware of this concern. The team has contacted Capcom's developers about this issue. For now, it is considered incompatible.

Still have questions after reading this article?

Feel free to check out our other articles.

You can also contact Shadow support via our form.