APPLIES TO:

Note: Your Mac must be connected to the Internet so virtual machines could connect to the Internet.

SYMPTOMS

Your Mac can connect to Internet just fine, but your virtual machine is unable to connect to Internet.

• Virtual machine cannot connect to Internet
• Other home network computers are not reachable
• The network connection is slow or unstable
• Your Internet connection is working, but you are experiencing issues with software that is working over the network

RESOLUTION

Please complete the following steps below in order to resolve your issue. After each step please check if the issue still exists. If so, proceed to the next step:

                           1. Reinstall Parallels Tools:

•  Try reinstalling Parallels Tools in your virtual machine. Click on Virtual Machine menu >  Reinstall Parallels Tools...

                          2. Check and adjust VM configuration:

2.1. Network adapter status and existence:

• Click Virtual Machine menu > Configure > Hardware > Network 1 and make sure that for this network adapter the Connected check-box is marked.
• If there are no network adapters in the list, click the "+" sign at the bottom to add a new adapter. Complete the creation wizard.

2.2. Check to see which networking mode is chosen there--Shared or Bridged--try switching between the two and then switching back.

• NOTE: If you are using a wireless connection on your Mac and a Bridged network in the virtual machine,  make sure that your Wi-Fi router (e.g. Airport Extreme, Time capsule, etc.) is not configured to provide Wi-Fi access by a MAC addres.

2.3. Go to General tab and make sure the operating system matches the OS currently installed in the VM (it could change after you upgraded the operating system inside your VM).


3. Check Network adapter:

• Check the network adapter in the Device Manager Menu in your Windows virtual machine. To open the Device Manager, please follow steps below:
• For Windows XP: Click Start and then click Control Panel. From there, click Performance and Maintenance, and then click System. Lastly, go to the  Hardware tab and click Device Manager.
• For Windows Vista/7: First, click the Start button , then scroll to the Control Panel, click System and Maintenance, and then finally, choose the Device Manager.‌

• If you are prompted for an administrator password or confirmation, type the password or provide confirmation.
• Find and expand the network adapters in the Device Manager. If there are no network adapters or they have an exclamation or question mark on them, please see the following Knowledge Base article and complete the following instructions: http://kb.parallels.com/en/8865
• Check the network adapter's name. It should be either 'Parallels Network Adapter' or 'Intel(R) PRO 1000 MT Network Connection'. If you see any other name (Example: 'Ethernet controller') right-click it and select Uninstall. Then see the following Knowledge Base article and complete the following instructions: http://kb.parallels.com/en/8865

                            4. Disable Firewall and Antivirus:

5. Restore Parallels Desktop Network Settings:

• In Parallels Desktop menu please go to Parallels Desktop → Preferences → Advanced → Networking and select Restore Defaults.
  • NOTE: Your network settings in Parallels Desktop will be lost, so try to save or remember them before doing the above if they are important for you.

                           6. Troubleshooting using Command Prompt:

• In case none of these situations apply to you and everything described above is ok, check the network configuration in Windows by doing the following:
  • Open Command Prompt:
    • For Windows XP: Select the Start button and then click Run... When the pop-up window appears, please type CMD and press Return/Enter.
    • For Windows Vista/7: Click the Start button and type CMD in the Search box. Then, right click on CMD in search results and then click “Run as Administrator” option. This will open Command Prompt with administrator rights.

1.2 Try to ping any server, e.g. Parallels one, by entering the following command:

                           7. Submit Problem Report:

 If the issue is still not solved or you have difficulties with any of the steps outlined above, please submit the Problem Report  to Parallels Technical Support: 

• Run Windows Command Prompt (cmd) from our Virtual Machine by clicking Start > Run... > type cmd and hit return
• Paste this command into the Command Prompt Window as is and hit return: 

• Make sure the Command Prompt window with an output is visible on your display. Then go to Parallels Desktop Help menu > Report a Problem and send the report once it is ready. 
• Remember the Problem Report ID and keep it for technical support department.  Contact Parallels Technical Support.