Report Issues with Controllers Forwarded via ShadowUSB

Updated

1 year ago

In this guide, we'll show you how to test a USB device on Shadow and how to send relevant information to the Support Team about devices that don't work to help them diagnose the issue.

After testing your USB device on Shadow, you can send us information and logs about it if your device is:

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.

Note: To ensure maximum compatibility with your USB devices and your Shadow PC, we recommend to ensure that:

Your desktop meets the device requirements to use Shadow PC.
Your internet connection is stable and sufficient. Some USB devices can use a lot of bandwidth.
See how to troubleshoot your internet connection.
Your local computer is up to date: How to Update your Local Computer.
Your Shadow PC is up to date: How do I update Windows on Shadow.
If you're using the Linux Shadow PC application, ensure that ShadowUSB is installed. See ShadowUSB installation for .Appimage & .deb.

How to test your USB device on Shadow

Connect your USB device to your local computer.

Launch the Shadow application and connect to your Shadow PC.

Open your quick menu in your Shadow PC.

To open the Quick Menu, start Shadow PC and click the Shadow PC icon at the top of the screen.

If you can't see the icon, the Quick Menu is disabled or incompatible with this device. Try using keyboard shortcuts to use Quick Menu commands.

Learn more about the Quick Menu.

Click on the "Settings" icon in the top right-hand corner of the quick menu window.

Select the "USB Devices" tab on the left.

Check that your USB device is detected in the quick menu and activate it. See the following articles for more information:

Note: You can also try the workarounds from the following article if your device is not forwarded to your Shadow PC: I installed USB Peripherals but my device is not forwarded in my Shadow

If your USB device is not working properly, follow the instructions below to send the relevant information.

What Information should I communicate to the Support Team?

To help us diagnoze your issue, please provide the information below in your form to the support team:

Communicate the name/reference of your USB Device.
Specify which of the following issue you are facing with your USB Device:
- It is not detected in the quick menu.
- It is detected in the quick menu, but can't be activated.
- It is activated, but not detected in your Shadow PC.
- It is 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.
Note: The manipulation to send your logs must be done right after reproducing the issue with your USB device.
Find and communicate the Product ID and Vendor ID of your USB device (see the instructions for recovering this information on Windows, macOS and Linux).

Note: You can copy-paste the following template in your form and replace the text in red with your information to ensure you don't miss anything:

Subject: Problem with USB device on Shadow

Hello, I'm writing to report a problem with a USB device on Shadow.

I have followed the steps to test the device, but it is not working properly.

Here is the information you'll need to help me solve this problem:

Device name: [device name]
Problem encountered: [select one of the problems described in the guide]
VID/PID: [insert the VID and PID values of your USB device]
Log code: [insert the code of the logs you wrote down after following the instructions in the guide]

Thank you in advance for your help in solving this problem.

Sincerely,