KB Parallels: An error occurred while Parallels transporter was collecting information about source computer

Symptoms

Trying to start a migration you may receive the following error message:

"An error occurred while collecting the information about the source computer. The necessary drivers for Parallels Transporter Agent could not be found. Reinstall Parallels Transporter Agent and try again.'"

Cause

This problem may occur in case of incorrect setup of Parallels Transporter Agent "snapman.sys" driver

Resolution

In case of incorrect setup of Parallels Transporter Agent driver please reinstall Parallels Transporter Agent on your Windows PC:

Uninstall Parallels Transporter Agent.

Restart Windows PC.

Install Parallels Transporter Agent.

Restart Windows PC.

Make sure that Parallels Transporter Agent was installed successfully:
1. Open MyComputer and browse to the "C:\WINDOWS\system32\drivers\" folder and check the presence of the “snapman.sys" driver
2. Click on the "Start" button and browse to the "Control panel\Administrative Tools\Computer Management\<your computer>\Disk drives\STXXXXXXXX\Properties\Details". The “Class Upper Filters” option should contain “snapman” in the list of filters.

You may need to reinstall snapman.sys driver. To do it, please follow the instructions below:

Parallels Transporter installer contains SnapAPISetup.msi inside.

You need to:

1. Go to %temp% folder in MS Explorer (type %temp% in address line)
2. Run Parallels Transporter installer, wait while it is extracting packages and do not click 'Next'. Do not close it.
3. Installer will create two temporary folders in %temp% folder, with names like
"{FB8A118F-F808-4A65-4CAF-DcDbd47FBB29}", and in one of them you will find SnapAPISetup.msi

This is the Acronis SnapAPI installer, you need to copy it to your Desktop and then you may close Parallels Transporter installation.

Double click SnapAPISetup.msi on your desktop. Choose 'Remove'.
Restart Windows and then run SnapAPISetup.msi again and install it.

Make sure that your antivirus is either disabled or better uninstalled before you do all the actions above.

Keywords: Transporter snapman snapman.sys

Parallels

An error occurred while Parallels transporter was collecting information about source computer

Symptoms

Cause

Resolution

Please provide feedback on this article