Hello there, I received an email regarding migration 8hrs ago and have not since been able to access my machine. I’m now severely behind on work and am at risk of being fired, I need my machine immediately to complete my work tasks. I understand the migration is causing degraded service, but not being able to even access the machine and send my files to another machine is about to destroy my career.
#No Access 8hrs After Migration
limpid palm
limpid palm
Error Code G-468
vernal canopy
I have the same problem. My Shadow is down yet again and has been out of any usable condition for over a week now. I pay over £60 a month and have not been able to use my shadow to any great effect for some time, yet i am expected to to pay a full monthly fee and receive poor irrelevant customer service from a help desk that has been trying to cover a cloud platform which has in effect only had 1 fully working data centre for a number of days. Simply not good enough, that like Dane I am still out
kindred gate
@limpid palm You will need to contact Shadow support directly via your account webpage.
limpid palm
Done that multiple times the past week, not getting any support
kindred gate
You’re not getting confirmation emails that the ticket opened?
limpid palm
I am getting confirmation emails
I got one followup email
and then no further emails
I really desperately need these files
vernal canopy
<@&461296337149755412> <@&461296904731492362> confirmation emails followed by very undpecific general emails
atomic snowBOT
@vernal canopy Please don't mass tag, unless an absolute emergency. Thanks.
kindred gate
Okay well reply to the latest one for an update. They’re the only ones that can help you.
kindred gate
Ask Shadow Support then.
limpid palm
I think a full refund would be fair at this point
kindred gate
Community manager will say the same thing, mods aren’t shadow staff.
limpid palm
There's no shadow staff on this discord at all?
vernal canopy
i realize but aligning with them is the same thing
you do a job for them
a good one
they listen
kindred gate
Barely. It’s a place for the community to converse with each other and the CM to give updates on stuff, not an official support platform.
limpid palm
Is there any other way to contact them other than the ticket system?
kindred gate
No.
You’ll just need to reply to the last response asking for an update on the situation
vernal canopy
Its attrocious
kindred gate
Sorry
vernal canopy
in all honesty
i've started looking at other platforms. This really is still the only viable option.
but it wont be for long
limpid palm
I have had to go and buy a new laptop and now attempt to redo 4 days of work in two days without sleep or I will be fired
this has ruined my week and may well ruin my career
Really dissapointed in this whole situation and that the downtimes are not accurately reported or warned about and no realtime updates made available
limpid palm
Thanks, appreciate it
vernal canopy
they owe you a refund. they owe all of us a refund. To have a cloud platform with no back up data centres for this type of situation adn expecting cusomters to be without their paid for cloud computer for over a week is simply a joke beyond the realm of reasonable
vernal canopy
yes
that is also a joke
cutting corners and costs. like a lot of new tech companies sales is far more prevalent and important than service
kindred gate
Well, tbf Shadow is a lot cheaper because it doesn’t have these sorts of things. If they had high level SLA, the cost would be higher. Just one of those things.
They do also have Enterprise/Business that has a lot more business tools. Might be something to look into if you’re using as part of a company works. 🤷🏻♂️
limpid palm
I wouldn't mind double the price for atleast consistent access
kindred gate
For what you are getting it is, when you compare to other full desktop VMs.
vernal canopy
correct
limpid palm
was really suprised that our additional storage is not auto added to our Shadow drive too, I thought that was the whole point
vernal canopy
where are these other full desk top virtual machines? Are you talking AWS GC etc?
limpid palm
now I'm not able to access crucial files that are needed for my job
kindred gate
Not sure what you mean ?
limpid palm
Shadow is unfortunately the only option that is affordable per individual user, the rest are wildly expensive
kindred gate
Paperspace stuff like that.
kindred gate
now I'm not able to access crucial files that are needed for my job
How comes?
limpid palm
Because I can't access my computer, and my additional storage is not synced to my Shadow Drive
kindred gate
Didn’t think there was any sort of auto syncing anyways even with the system drive.
But in hindsight that is a shame.
limpid palm
@kindred gate are you at all familiar with error codes?
kindred gate
The G 468? Is maintenance code. If you’re still getting that?
limpid palm
Error code: G-468. some hint as to what that could be would atleast allow me to report back to my boss
Yep I am still getting that
kindred gate
Out of curiosity how much storage do you have on your shadow.
limpid palm
10hrs after my 1hr maintenance started
2Tb
Really should be a proper process - Email warning 3 horus in advance - Email warning 10 minutes in advance - Email warning maintenace has started and will last X long (which we get) - Email advising that maintenance period must be extended and as an estimate will take X long - Email that maintenance is over
instead we get an email at the same time our machine randomly disconnects stating we won't have acess for an hour, but that hour could be upto days?
kindred gate
I'll forward your feedback onto someone.
limpid palm
Thanks
Atleast then this service could actually be relied upon as a mobile work station
Now I've had to buy a 4k laptop which barely is strong enough to do my work, but atleast it won't spontaneously stop working (fingers crossed)
tribal hinge
I don't really want to add fuel to the fire because I know its not the CM's or Moderator's fault but I have the same issue and I had the exact same issue about a week ago. I was told that the issue I had a week ago was my shadow's migration, to be fair it finished a few days later, but now the same thing is happening again; except I got an email about it this time (15 hours ago claiming it would take approx. 1 hour). I just think there should be a lot more transparency to the customers about the maintenances etc.
limpid palm
100% agree
if they say an hour, we should not still be guessing 3 hours later what is happening
tribal hinge
I understand and appreciate Shadow is doing everything they can but its kind unsettling for customers to be left in the dark during times like this.
limpid palm
maybe the spread of users is mostly gamers so in that case they think "eh whatever" but for anyone using these machines for work or creative projects, it's just not acceptable
kindred gate
Information forwarded on to Shadow, CM is West Coast US so won’t see this till later today, I’ll let you know if they tell me anything.
vernal canopy
maybe the spread of users is mostly gamers so in that case they think "eh whatev...
quite right
kindred gate
As for now they've said to open a ticket with support for this exact thing.
So brand new ticket for the G468 after "insert hours" of receiving migration email.
Press the send logs code via app launcher, paste logs code here.
tribal hinge
Press the send logs code via app launcher, paste logs code here.
of G-468 error?
kindred gate
If you have the error code still yes, go into the help panel and click send logs next to the shutdown and display safe mode. 👍🏻
tribal hinge
vernal canopy
Sent via linkedin to the Chief Support Officer. Feel free to reuse as appropriate.
Urgent: Unresolved Issues and Poor Customer Service Experience
Dear Mr. Paris de Bollardiere,
I hope this message finds you well. I am writing to you as a concerned and disappointed customer of Shadow, where you serve as the Chief Support Officer.
Over the past week, I have experienced significant issues with the Shadow cloud platform, rendering it effectively unusable. Despite numerous attempts to resolve the issue, I am still receiving an error message G-468, 15 hours after being informed that the migration process would only take an hour. This has caused considerable disruption to my work and personal use of the platform.
In addition to the technical issues, I am deeply dissatisfied with the level of customer service provided. The responses have been slow, ineffective, and lack the necessary information to reassure me as a customer. I believe that a company of Shadow's caliber should be able to provide a more efficient and effective customer service experience.
Furthermore, I am disappointed by the lack of communication from the management team regarding this issue. As customers, we deserve to be kept informed about the progress of resolving such significant issues, as well as any plans for compensation due to the inconvenience caused.
I understand that technical issues can occur, but the lack of transparency and poor customer service exacerbate the situation. I strongly believe it is time for Shadow to implement a Service Level Agreement (SLA) to ensure such issues are addressed promptly and efficiently, and customers are compensated appropriately when service levels are not met.
I kindly request a statement from the management team addressing the ongoing issues, the steps being taken to resolve them, and how customers will be compensated for the inconvenience caused. I also urge you to consider implementing an SLA to prevent such incidents in the future and to improve the overall customer experience.
I look forward to your prompt response and resolution of these issues.
Best regards,
Omar Al-Bakri
my logs - JQRNGN
limpid palm
Nice write up, thanks for sharing.
"Thank you for your message.
Unfortunately, with my suite of tools I am unable to assist further, but I have escalated your case to our engineering team for further review.
We’ll notify you as soon as we hear back from our engineering team.
Let us know if you have any other questions.
I wish you a great day."
Is is what I got back from support, more waiting
kindred gate
You might be able to re-access again. Or at least very soon. Try now then in about 5-10 mins.
tribal hinge
You might be able to re-access again. Or at least very soon. Try now then in abo...
I'm able to access now, thank you very much. I appreciate your dedication, Pip. All of the issues I've had so far you have been beyond helpful with information of solutions to them all.