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Parallels Tools Troubleshooting

APPLIES TO:
  • Parallels Desktop 10 for Mac
  • Parallels Desktop 9 for Mac
  • Parallels Desktop 8 for Mac
  • Parallels Desktop 7 for Mac
  • Parallels Desktop 6 for Mac
  • Parallels Access

Symptoms

Parallels Tools failed to install / reinstall / update in my virtual machine.

Some or most of the features of Parallels Tools do not function correctly in the virtual machine.


NOTE: If you are looking for instructions on how to install / reinstall / update Parallels Tools, please see the Parallels Desktop 9 for Mac User’s Guide.


Resolution

Step 1 - Find the type of the issue you face and proceed to the corresponding step to solve it:

Some or most of the following Parallels Tools features do not function correctly in the virtual machine:

  • Mouse Synchronization
  • Time Synchronization
  • Drag-and-Drop
  • Clipboard Synchronization
  • Dynamic Resolution
  • Shared Folders
  • Coherence
  • Shared Profile
  • Shared Applications
  • Shared Internet Applications
  • SmartMount

NOTE: Do NOT run prl_cc.exe (Parallels Control Center) 'as administrator' ever. It will cause a lot of additional issues with any Parallels Tools component.

Go to Step 2.1 below.


Parallels Tools failed to install. Message window appears: 'Parallels Tools Installation Agent' with text 'There was a problem updating Parallels Tools'.

Go to Step 2.2 below.


"Parallels Tools - Setup Wizard" started and then failed. Message window appears: 'Parallels Tools Installer Information' with text 'Error [xxx]. [error-description]'

Go to Step 2.3 below.


"Parallels Tools - Setup Wizard" started and then rolled back and failed. Message window appears: 'Parallels Tools Installer Information' with text 'Error [xxx]. [error-description]'

Go to Step 2.4 below.


My virtual machine includes a virtual CD drive, but there is no CD drive in my computer. I can't install Parallels Tools.

Please refer to KB 5076


I can't install the Parallels audio driver in my Windows XP® virtual machine

Please refer to KB 9324


"New device found" message appears after every Windows XP start.

One solutions is to remove the USB mouse device. Please refer to KB 9322


Other issues with Parallels Tools installation

Please refer to KB 8969


Nothing happens when I try to install Parallels Tools, even after following the instructions from the Parallels Desktop for Mac User’s Guide.

Please refer to KB 112609


Step 2.1. Some or most of the features of Parallels Tools do not function correctly in the virtual machine

Check to see if Parallels Tools is installed: Go to Start menu > Control Panel > Add or Remove programs > search for Parallels Tools.

If it is not installed, follow the steps below:

Install Parallels Tools using the Install Parallels Tools menu item in the Action menu (Parallels Desktop versions 2 and 3), or Virtual Machine menu (Parallels Desktop 4 or higher or Parallels Workstation 2.2 and Extreme).

Reboot Windows one more time.

If Parallels Tools has already been installed, you must reinstall Parallels Tools in the Windows Guest OS as well. To learn how to reinstall Parallels Tools in the Windows Guest OS, please refer to KB 115776 and KB 4841


Step 2.2. Parallels Tools failed to install, and the following message appeared: 'Parallels Tools Installation Agent' 'There was a problem updating Parallels Tools.'

file /Library/Parallels/Tools/prl-tools-win.tar.gz is missing or corrupted.
Please reinstall Parallels Desktop.
If this is the first Parallels Tools installation in this Virtual machine
Check that /Library/Parallels/Tools/prl-tools-win.iso exists.

If the file is in place, verify that it is connected to the virtual machine by going to the Devices menu > CD/DVD and connecting it to the virtual machine as described in KB 111743.

If this file is missing, please reinstall Parallels Desktop.

In order to get the exact error message instead of a general (foreground) one, please refer to KB 112609 and proceed to step 2.3 to manually install Parallels Tools.

If the previous steps don't help, please contact the Parallels Technical Support Team.


Step 2.3. Known error codes

When an error message appears, it often contains an internal error code. You can find several known error codes below.

KB 9379

Error 1402 or 1406

Error 1402: (Could not open key: HKEY_Local_Machine32\Software\Microsoft\Windows\CurrentVersion\InternetSettings\ZoneMap\Domains\psf)

or

Error 1402: (Could not open key: HKEY_Local_Machine32\Software\Wow6432Node\Microsoft\Windows\CurrentVersion\InternetSettings\ZoneMap\Domains\psf)



KB 6891

Error 1935, message contains "HRESULT: 0x080070057/ 0x800736FD/ 0x80070BC9": 

Error 1935.An error occurred during the installation of assembly component {98CB24AD-52FB-DB5F-A01F-C8B3B9A1E18E}. HRESULT: 0x80070BC9


KB 5736

Error 2738 "Could not access VBScript runtime for custom action"
"Failed to marshal script action" (in Windows 2000 virtual machines)


KB 114744

Error 110 "The system cannot open the device or file specified." 


Step 2.4. Rollbacks

Sometimes the Parallels Tools installation stops in the middle of the process and then rolls back without an error message. The Parallels Tools installation wizard may only warn you that installation failed and a reboot is needed. In such cases, you need to look at the parallels-tools-setup-xxx.log file that is located in the C:\WINDOWS\Temp folder.

Go to the end of the file. Make sure that the last string contains the actual date and time from Windows:

    "=== Verbose logging stopped: 7/4/2011 14:13:04 ==="

Return code 3010 in one of the previous strings means that Parallels Tools was installed successfully.

    "MainEngineThread is returning 3010" 

Return code 1603 means 'failed'. Note, that the message "Info 1603" is not the error itself.

Search for the beginning of the current log. Scroll up to the previous "Verbose logging started" entry. Be sure that the date and time at the beginning of the log are the actual date and time.

    "=== Verbose logging started: 10/28/2010 15:38:10 Build type: SHIP UNICODE 5.00.7600.00 Calling process: C:\Windows\SysWOW64\msiexec.exe ==="

Search for the first occurrence of a "Rollback:" message as the first symbol in the string. Look up the error code in some strings above this "Rollback:"


Error 1627:

Look for the following strings:

    DIFXAPP: ERROR: InstallDriverPackages failed with error 0x65B 
    DIFXAPP: RETURN: InstallDriverPackages() 1627 (0x65B)

Delete the registry key HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\FileScreenFilter.


Error code 0xE0000100:

    Error code 0xE0000100: The style of the INF is different than what was requested

KB 9388


Error code 0x3

    Error code 0x3: The system cannot find the path specified could not open file
    C:\Windows\System32\DriverStore\FileRepository\prl_mouf.inf_x86_neutral_2209e2708eaa50e2\prl_mouf.inf. 
    (Error code 0x3: The system cannot find the path specified.)

KB 9388


Step 2.5. Submit Problem Report:

If the issue is still not resolved or you have difficulties with any of the steps outlined above, please submit the Problem Report from the Help menu > Report a Problem.

Remember the Problem Report ID and keep it for the technical support department.

Contact Parallels Technical Support.

Note: It will expedite the issue resolution process if you send the results of the above troubleshooting and Problem Report ID when submitting your support request.

Cause

Parallels Tools may not be installed or may fail to install due to several different reasons, most of which are related to Windows misconfiguration.




Related articles:

Search words:

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