Report an issue with your controller and USB forwarding

Introduction

If your controller is not working properly on Shadow PC, use this guide to test and collect troubleshooting data for the Shadow Support team.

Prerequisites

Before reporting an issue with your controller, make sure you've reviewed the list below. This list helps ensure that you're using up-to-date software.

• Connect your controller – Carefully follow the steps for plugging in your controller.
• Check device compatibility – Ensure your desktop meets the requirements to use Shadow PC.
• Verify your internet connection – A stable and sufficient connection is required, as some USB devices use a lot of bandwidth.
• Update your local computer – Keeping your operating system up to date can help prevent compatibility issues. [How to update your local computer]
• Update Windows on Shadow PC – Ensure your Shadow PC is running the latest version of Windows. [How to update Windows on Shadow]
• Install USB drivers – Make sure Shadow PC has the drivers installed required to detect your USB devices. If you're using Linux, install ShadowUSB from an .Appimage or .deb.

Testing Your USB Device on Shadow

1. Plug your controller into your local computer with a USB 3.0 cable.
2. Launch the Shadow PC application.
3. Click Start.
4. Open the Quick Menu on Shadow PC.
5. Forward your controller in the Controllers & USB menu.

Reporting Issues with Your Controller

If your controller is still not working properly, follow the instructions below to send relevant information to the Support Team.

• Provide the name/model of the controller.
• Specify which issue you're experiencing:
  • Not detected in the Quick Menu.
  • Detected in the Quick Menu but can't be activated.
  • Activated, but not detected in your Shadow PC.
  • Detected in your Shadow PC but not functional.
• Retrieve and attach the logs file from your Shadow PC application. See how to send logs from your Shadow PC application
• Provide the Product ID and Vendor ID of your USB device.

Retrieving Product ID and Vendor ID

Follow the instructions below according to your operating system:

Windows

1. Press Win + X and select Device Manager.
2. Expand the category of your controller (e.g., HID user interface devices).
3. Right-click on the relevant device and select Properties.
4. Go to the Details tab.
5. Select Hardware identification numbers from the Property drop-down list.
6. Note the VID (Vendor ID) and PID (Product ID) values after VID_ and PID_, respectively.

macOS

1. Open System Utility by going to Applications > Utilities.
2. Select System Information.
3. In the list on the left, click on USB under Hardware.
4. Select your USB device from the list of USB devices.
5. Note the Vendor ID and Product ID values.

Linux

1. Open a terminal.
2. Type the following command and press Enter: lsusb
3. Search for the information corresponding to your USB device in the list that appears.
4. Note the Vendor ID and Product ID values in the corresponding line.