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Network problems on virtual machine

APPLIES TO:
  • Parallels Desktop for Mac
  • Parallels Access

Note: Your Mac must be connected to the Internet for virtual machines to be able to connect.

Symptoms

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

  • Virtual machine cannot connect to the 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

Follow these steps to resolve the issue. After each one, check to see if the issue persists. If it does, proceed to the next step:

  1. Reinstall Parallels Tools:

    Try reinstalling Parallels Tools on your virtual machine. See KB 115835 for more details.

  2. Check and adjust the virtual machine configuration:

    2.1. Network adapter status and existence:

    • Go to Configuration > Hardware > Network 1 and verify the "Connected" checkbox is marked for this network adapter.
    • If there are no network adapters in the list, click the "+" sign at the bottom to add a new adapter. Then follow the Creation Wizard.

    2.2. Check to see which networking mode is selected, Shared or Bridged. Try switching between the two, then switching back.

    Note: If you are using a wireless connection on your Mac and a Bridged network on the virtual machine, make sure your Wi-Fi router (AirPort Extreme, Time Capsule, etc.) is not configured to provide Wi-Fi access by a Mac address.

    2.3. Go to the General tab and verify that the operating system matches the OS currently installed in your virtual machine (it may have changed after you upgraded the operating system inside your virtual machine).

  3. Check the network adapter:

    • Check the network adapter in the Device Manager menu in your Windows virtual machine. To open the Device Manager, follow these steps:
      • For Windows XP: Click Start > Control Panel > Performance and Maintenance > System. Then go to the Hardware tab and click Device Manager.
      • For Windows Vista/7: Click the Start button, then scroll to the Control Panel > System and Maintenance then select Device Manager.
      • Windows 8: Click the Start button, type 'Control Panel' without quotes > System and Maintenance then select Device Manager
    • If you are prompted for an administrator password or confirmation, enter the requested information.
    • Find and expand the network adapters in the Device Manager. If there are no network adapters, or if they have an exclamation mark or a question mark on them, see KB 8865 for instructions.
    • Check the network adapter’s name. It should be either “Parallels Network Adapter” or “Intel PRO/1000 MT Network Connection.” If you see any other name (e.g., “Ethernet Controller”) right-click it and select Uninstall. Then see KB 8865 for instructions.
    • Check the adapter’s settings. For example, if you are using an AirPort router (capsule) in Bridged mode or any network in Shared mode, make sure that in Properties for Internet Protocol v4, “Obtain IP and DNS automatically” is selected instead of manual configuration.
  4. Disable firewall and antivirus software:

    • Try disabling all firewalls and antivirus software both on your Mac and on the virtual machine.
    • If the network has started working, enable firewalls and antivirus software again—but set them up so they won’t block Parallels Desktop virtual machines from accessing the Mac or the Internet.
  5. Restore Parallels Desktop network settings:

    Note: Your network settings in Parallels Desktop will be lost during this step, so if they’re important to you, be sure to keep a record of them before doing the following.

    • In the Parallels Desktop menu, go to Parallels Desktop > Preferences > Advanced > Networking and select "Restore Defaults".
  6. Troubleshooting using Command Prompt:

    If none of the previous situations applies to you and everything has checked out so far, check the network configuration in Windows by doing the following:

    • Open Command Prompt:
      • For Windows XP: Select the Start button, then click Run... When the pop-up window appears, type CMD and hit Return/Enter.
      • For Windows Vista/7/8: Click the Start button, then type CMD in the Search box. Right-click on CMD in search results, then click the “Run as Administrator” option. This will open Command Prompt with administrator rights.

    6.1. Check the IPs and default gateway:

    In the black Command Prompt window, type the following command:

        ipconfig /all
    

    Hit Return/Enter and check the output. If your virtual machine is in Shared networking mode, the IP address should resemble 10.211.55.x. If you are in Bridged networking mode, the IP address should look similar to your Mac IP address, e.g. 192.168.0.10

    In the same output, look for the default gateway. If it is 0.0.0.0, see KB 112528.

    6.2. Try to ping any Parallels server, by entering the following command:

    ping parallels.com
    

    A normal reply looks like this:

    Reply from 64.131.89.6: bytes=32 time=188ms TTL=54
    Reply from 64.131.89.6: bytes=32 time=187ms TTL=54
    

    If you get this reply:

    Request timed out.
    Request timed out.
    

    Try pinging via IP address:

    ping 64.131.89.6 
    

    If you get a normal reply this time, it means that your virtual machine is in Bridged networking mode and failing to get correct DNS settings from the gateway or that you set them incorrectly. Please direct this problem to your network provider if you cannot resolve it.

    If you see "Request timed out." in both cases, try to reset the Windows TCP/IP protocol with the following commands:

    netsh winsock reset
    netsh int ip reset reset.log
    

    Then reboot Windows and check the Internet connection.

  7. Submit Problem Report:

    If the issue still has not been resolved or if you have difficulties with any of the steps above, please submit a problem report to Parallels Technical Support:

    • Run Windows Command Prompt (CMD) from our virtual machine by clicking Start > Run..., then type cmd and hit return
    • Paste this command into the Command Prompt Window and hit return:

      ipconfig /all
      
    • 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 when it is ready.
    • Remember the Problem Report ID and keep it for Technical Support department. Contact Parallels Technical Support.

Search words:

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