Total Input Freeze - Ticket G63057-7EXP3

[umbral thorn]

Hello, I need assistance from a moderator or staff member. Since the last Windows update, my Shadow is suffering from a total input freeze (mouse and keyboard do not respond within the stream).

I have already ruled out any issues on my end: My home PC is fully updated, all drivers are current, and the system has been restarted multiple times. The issue is clearly related to the Shadow stream environment following the update.

I have tickets open but haven't received a response yet. The system has been unusable for over 24 hours. Could someone please check and prioritize my case?

Ticket ID: G63057-7EXP3

[green fiber]

Hey, there's no priority with tickets and we cannot escalate them unless they've not been answered for an abnormal amount of time. You enter a queue and then have to wait for a support agent to reply.

They will get back to you within their set business hours when they get to your ticket.

[umbral thorn]

To be clear: I am in the first 24 hours of configuring this new 75€/month system. One Windows update runs, and the entire machine becomes a "brick" due to an input freeze. Now I’m told to just "sit in a queue" because of a simple driver failure?

This is absurd. If a minor Windows update takes the system down for over a day and I’m treated like a low-priority ticket, what happens when a real problem occurs? Am I supposed to wait 200 years for a fix?

I provided the speedtest proof (14ms/2ms) to stop the waste of time with "modem-restart" scripts. I expect a premium service for a premium price, which includes an immediate power cycle from the back-end when the HID layer crashes. Waiting for business hours while paying for a dead instance is not a solution, it's a failure of service.

[celest wren]

There's always an option to RESET completely your Virtual Machines ( by after it, waiting 1 hour ) if you don't mind your data.

https://support.shadow.tech/hc/en-us/articles/32731863175569-How-to-Factory-Reset-Your-Shadow-PC

Anyway, yeah, even Microsoft, via email, have a ticket system, which they can answer after a few days.

Reading around the internet, yeah, Microsoft is not doing a great job regarding Windows 11 updates.

If I remember correctly, on an old update, you couldn't even shut down the PC.

And Microsoft, released a emergency fix update.

[umbral thorn]

🧠 ⚡ 🛡️ The suggestion of a factory reset for what is clearly a localized I/O interruption within the virtualization layer is, from an engineering perspective, disproportionate. We are managing a high-concurrency environment utilizing an RTX 6000 (24GB VRAM) for GPU-accelerated neural network orchestration—specifically targeting low-latency HID-stack processing.

A standard Windows 11 kernel update affecting the virtual USB-bus enumeration should be mitigated via a targeted V-bus reset or a cold-boot from the hypervisor's management console to re-initialize the peripheral pass-through. Relying on a "wipe-and-reinstall" policy for a known failure in the emulated input-layer reflects a lack of confidence in your own back-end infrastructure.

I have provided a verified telemetry report (14ms/2ms) to eliminate any networking-jitter variables. I expect this ticket (G63057-7EXP3) to be handled with the technical rigor appropriate for this hardware tier. Please escalate to a L2 engineer capable of performing a manual instance-recycle that preserves the integrity of our calibrated development environment. 🏗️ 💻 ⚙️

[celest wren]

Since I'm a volunteer mod as well ( on Italian community and on Reddit), Unfortunately, we have guidelines, to follow regarding these types of issues. We may escalate the issue to technicians when multiple users are experiencing the same problem, to try to resolve the issue as quickly as possible.
Or for a user, when it effectively, pass an abnormal amount of time ( 5 days or a week ).
Other than that, I ( personally as a normal user ), create another ticket for you, BUT they'll answer AFTER you.

So, unfortunately we can't able ( we're not allowed, because we don't work for Shadow) at the moment to escalate the issue.

Usually Shadow support on business days, answer until 24 hours, but when there's high demand, even up to 72 hours.

[umbral thorn]

To be perfectly blunt: we are talking about an absolute "08/15" standard issue here—a localized HID-layer freeze after a kernel update. In any professional virtualization environment, this is a 60-second fix via a manual V-bus reset or a cold-boot from the management console.

Expecting a customer to wait 24 to 72 hours for such a trivial technical intervention is completely out of proportion for a 75€/month high-end service. Especially when the "official" email support I just received suggests "unplugging my router" as a solution for a verified server-side driver hang.

This isn't a complex infrastructure failure; it’s a minor glitch that requires a simple click from a technician who actually has back-end access. Keeping a professional workstation "bricked" for days because of a routine driver conflict is unacceptable. I’m not asking for a miracle, just a standard power cycle.

[celest wren]

I know, but unfortunately, we, simple users like you, can't do anything.

I repeat, I could personally help, to open another ticket, but Shadow support, will surely answer me, or during tomorrow or directly during next week. We don't have privileges. We can escalate to technicians early, ONLY when multiple users have the exact same problem ( on the same datacenter ). We tried to give an hand, of the problem about the anti-cheat by contacting superiors of Shadow support too ( this is mostly about VrChat, because a lot of people are using it, even though the problem comes practically entirely from Epic Games, in this case). Otherwise, unfortunately, the email support rule applies, with a queue (first come, first served).

[umbral thorn]

I appreciate your transparency regarding the internal procedures, Alex. It’s helpful to understand where the boundaries of community support are drawn. I’ll take it from here with the official support channels directly. Thanks for your time and have a good one.

[green fiber]

As per your other community thread, I have forwarded these to one of the Support leads to make sure the ticket is being dealt with correctly.

[umbral thorn]

Thank you very much, ip. I really appreciate you taking the initiative and forwarding this to the Support leads. It’s good to know that the matter is now being handled at that level. I will wait for their intervention. Thanks again for your effort!

[celest wren]

We decided to give you a hand,on our initiative... Pip did it, so the best of luck.

[umbral thorn]

That’s very kind of you, Alex. Thanks for the support and the friendly words—it’s much appreciated. I’m glad the escalation is moving now. Wishing you a great day as well!