Parallels

Resolution

When asked by a Parallels Technician to provide logs and reports from Parallels Server Host and Management Console, please follow the checklist below:

1. To generate an automatic report:
- Open Parallels Management Console, select the virtual machine in question
- In the top Parallels Server menu choose 'Help' > 'Report a Problem'
- Enter your description of the problem, ticket number, Name and Contact E-mail
- Click 'Send Report'
- After clicking "Send Report' you will get a window with the message 'Your problem report has been sent to the Parallels Support team with id XXXXXX.'
- Please remember this ID and send it to us in the reply to this e-mail.

If for security any other reasons you are not able to send reports , please find them at  /Users/<user_name>/Library/Logs/Parallels/ProblemReports directory and send to Parallels Support as e-mail attachment.

2. To manually collect logs on the Parallels Server Host OS side (they should be collected right after the virtual machine crash):

- Create an empty folder and copy there

 /Users/<user_name>/Library/Logs/parallels.log
 /Users/<user_name>/Library/Logs/Parallels/  - all the content of this folder
 /Library/Logs/CashReporter/  - all the content of this folder
 /Library/Logs/Parallels/  - all the content of this folder
 /var/log/prl_disp_service_server.log
 /private/var/log/system.log

If some of the above folders contain too many files, please select 7 most recent from each

- Archive the folder and send to Parallels Support as e-mail attachment. Also please enclose a copy of System Profiler (open the System Profiler application on the Mac in the top menu click File -> Save as).

3. In case of Guest OS crash send us please

For Mac OS Guest:
all the content of the folder/Library/Logs/CashReporter/ and /private/var/log/system.log from inside of the virtual machine.

For Windows OS:
follow the procedure described in http://kb.parallels.com/en/1449