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How to Send Shadow PC Logs to Support

Updated

Introduction

To help resolve technical issues with Shadow PC, we may need logs from the device currently experiencing issues. These logs help us troubleshoot issues and share information to improve Shadow.

Send Logs to Shadow

To send logs from Shadow PC:

  1. Open the Shadow PC launcher.
  2. Click Help.
  3. Click the Send logs button to generate a log code.
  4. Click Copy and close. Take note of the date and time.
  5. Create a message to Shadow Support or reply to your existing ticket:
    • Paste the code into your message.
    • Include your date and time.
    • Attach Operating System logs to your message.

Attach Operating System Logs

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

Windows

  1. Save a DxDiag log to your desktop. DxDiag is a diagnostic tool used to list hardware components.
  2. Press Windows + R.
  3. In the 'Run' Window, type 'dxdiag', then click OK.
  4. Click Save All Information.
  5. Save the file to your desktop.

macOS

  1. 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.
  2. Choose Apple menu About This Mac to see an overview of your Mac.
  3. Save a screenshot of this window.
  4. Click System Report.
  5. Choose File Save to save a copy of System Report.

Ubuntu (Linux)

  1. Attach System Information logs. The neofetch command displays information about your system.
  2. Open your preferred terminal.
  3. Type 'neofetch', then send us a complete screenshot or copy and paste the results into a text file.
  4. Save the file to your desktop.

Send a Message to Support

Attach any files you saved to your Support message or email.

An agent will review your logs and reply as soon as possible.

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