Hi been trying to play shadow but it’s been so bad since I renewed my subscription even last month it just freezes and every time I restart server or stream or troubleshoot it still doesn’t do it
#been lagging excessively for 2months
mellow portal
wispy geode
Hi! Could you share the case number we talked about in the chat?
Also, the latency is incredibly high. Could you answer the questions from the template https://canary.discord.com/channels/460948857304383488/1210660461457051758?
mellow portal
Where would the case number be again I’m sorry
wispy geode
It should be in the subject line of the Support email if I'm not mistaken!
mellow portal
So I can’t find the email
wispy geode
It's alright, the next time this happens, could you send me logs? You can follow the same instructions as you would here:
https://support.shadow.tech/en_US/articles/how-to-contact-support/how-to-send-diagnostic-logs-to-shadow-support/64e310166593fd01eb5e828f
mellow portal
mellow portal
😌
mellow portal
Hi @wispy geode
wispy geode
Sorry for the delay, I'm not primarily on Discord so I appreciate your patience.
wispy geode
I couldn't find any Support tickets submitted from your account, but I did see the connection you're on and I wasn't able to find any other users with the same issue. Since the packet loss is so intense according to these logs and I see errors that it's disconnecting locally, I suggest restarting your router if you haven't already.
azure osprey
Let's diagnose.
https://wiki.shdw.info/w/PingPlotter
azure osprey
Get the IPV4 addresses (https://whatismyipaddress.com) for both your Shadow and local machine, swap them with each other. Local goes in Shadow, Shadow goes in local.
That way we can see both sides of the connection.
mellow portal
Okay
Okay so how do I do it now it’s downloaded on shadow and my main
What do I take a pic of
azure osprey
You follow the instructions. DM me screenshots of all the hops. You may have to make the graph smaller
mellow portal
This is frustrating me cause it’s not working , literally feel like I’m being scammed out of my service that I pay for
I can’t get a full service it not freezing and shutting
Down
Frozen
Does this all the time
latent ether
Also, looks like you're using TCP. If you switch to UDP, how does it performs?
mellow portal
Where do I switch that at
latent ether
Open the Quick Menu (Win+Alt+O), go to Network tab and Advanced Settings. There you should be able to switch between TCP and UDP.
mellow portal
Switching it now
It works way better
It’s still a lil laggy
But it doesn’t just freeze
Anymore like it was
latent ether
When using TCP, your packet loss is reflected in the latency. So, your latency will increase like that.
Using UDP, you should see that "connection drops (packet loss)" in a proper way.
Working with that, in case you're facing packet loss, it's easier, based on what G asked you, to find where's the problem.
Monitor that and share a screenshot here. But change the statistics (Quick Menu) to last hour, so it's easier to see how long you're losing packets.
wide spruce
@mellow portal Just to rule out something very simple that hasn't been mentioned, the next time you have lag on shadow, try closing down shadow and testing your internet connection from your desktop (important you do this locally. If you do it in Shadow its just going to give you info on their connection). I'm sure the Shadow support can chip in here and recommend a way to do that, if you aren't comfortable doing it in a terminal.
wide spruce
wispy geode
Hey @mellow portal, if you're still having trouble, I will see if I can help you get in touch with our official Support team. Their live chat is also available this weel from 9am to 5pm EST if you'd like to go that route. An agent can also make a ticket for you there since we seem to have had trouble locating your ticket previously.
mellow portal
Hey <@738362069006548994>, if you're still having trouble, I will see if I can h...
Is the live chat still available
crystal cipher
This same thing is happening to me
wispy geode
This same thing is happening to me
Please make your own post if you haven't already as not everyone's latency issue is equal 🙂
wispy geode
Is the live chat still available
Yes, check your account page to be sure, however. Support hours are 9am to 5pm EST.
