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Getting Started with Shadow PC Gaming

Getting Started with Shadow PC Enterprise

Getting Started with Shadow Drive

Account Management

Contact Support

How to Contact Support

How to contact Shadow Support

Updated 

5 months ago

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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

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Would you happen to have a question or would you like assistance with the Shadow service? Support is here to help you! When you contact our Support team via our form, you create a Ticket.

⚠️ A ticket must contain a single request to facilitate its processing and reduce the response time for our teams.

If you have several requests or problems, please create a ticket for each request.

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Request Form

If you have a Shadow account, we invite you to contact us via the form available in the "Support" section of your account space.

If you don't have a Shadow account, you can contact us using the form below:

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What information can I add to my request?

Providing additional details, such as descriptions, screenshots, and videos, helps our team better understand the situation and provide an accurate response.

Screenshots and/or videos of the situation or behavior encountered help our team visualize where and how it occurs.

To ensure the confidentiality of your images, you can transfer your videos via https://wetransfer.com/ then copy and paste the link onto your ticket.

Depending on the type of your request, additional information can be provided in advance to enable our teams to investigate your concern as quickly as possible:

If you are unable to connect to the Shadow PC launcher, we invite you to try the various solutions described in the I can’t connect to the Shadow launcher article and let us know what solutions you've tested.

Your Shadow PC won't start?

Here is the information you can provide to help us diagnose your problem:

  • If it is possible, try starting Shadow from another device and let us know which devices and operating systems are preventing you from accessing your Shadow PC.

    You can download all our Shadow PC applications directly on our website.

  • Send Shadow logs and details of the configurations on which Shadow PC does not start by following the instructions in our How to send diagnostic logs to Shadow Support article.

  • Optimize your network configuration, do a speedtest and send us a screenshot of it after following the instructions in our How to troubleshoot your internet connection article.

  • Please indicate which error message​ you receive. You'll find it at the bottom of your launcher:

If you are experiencing latency on your Shadow PC, we recommend that you first optimize your network configuration by following the instructions in our How to troubleshoot your internet connection article.

You can also provide the following information to help us diagnose your problem:

Please leave the test window open in front of you so that the test runs smoothly.

For the second link, choose your datacenter and the traceroute command before clicking "Enter".

  • What connection do you have? (ADSL, VDSL, Coaxial, Fiber Optic)

  • When you are experiencing latency, are you the only person connected to your network?

  • On which devices/applications (Windows, Shadow Box, etc.) do you use Shadow?

  • How are you connected to your Internet box? (Ethernet, Wifi, Switch, PLC...)

  • Have you installed an antivirus, VPN or proxy on your local computer or Shadow?

  • Are your Nvidia drivers (via Nvidia GeForce Experience) and Windows drivers (via Windows Update) up to date on your Shadow?

We invite you to see the following articles to keep your Shadow PC up to date:

Still have questions after reading this article?

Feel free to check out our other articles.

You can also contact Shadow support via our form.

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