What shadow has done is very complicated in its own way and it is not easy for a game to troubleshoot why there game wont work on a cloud computer, What im guessing is that du may need to access a part of shadow that they are not able to seing that our shadow computers arnt exactly full desktops, for them to trouble shoot the issue they would have to purchase a cloud computer which if they did it know the range of them getting one would be from now to December which is a long time. It's not as looking through files and seeing what might be wrong but rather a more complicated process.