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Network problems in the virtual machine

APPLIES TO:
  • Parallels Desktop for Mac Business Edition
  • Parallels Desktop for Mac Home Edition
  • Parallels Access for Business
  • Parallels Desktop for Mac Pro Edition
  • 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.

  • The 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 network dependent software of yours.

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 Desktop:

    Download the latest build of Parallels Desktop 11, 12, 13.

  2. Reinstall Parallels Tools:

    Reinstall Parallels Tools in your virtual machine. See KB 115835 and KB 4841 for more details.

  3. Check and adjust the virtual machine configuration:

    3.1. Network adapter status and presence:

    • Go to Configuration > Hardware > Network 1 > Source and make sure the Disconnect option in the list is not chosen.
    • If Network 1 is not present, please click + sign at the bottom of the configuration window to add a new adapter. Then follow the Creation Wizard.

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

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

    3.3. 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).

  4. Check the network adapter:

    • Check the network adapter in Device Manager menu in your Windows virtual machine. To open Device Manager press CMD (Win) + R buttons > in the appeared search box type in devmgmt.msc and click OK.
    • Find and expand the network adapters in Device Manager. If there are no network adapters, or if they have an exclamation mark or a question mark on them, see KB 124161 for instructions.
    • Check the network adapter’s name. It should one the following ones. If you see any other name (e.g., Ethernet Controller) right click it and select Uninstall. Then see KB 124161 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.
  5. Disable firewall and antivirus software:

    • Try disabling all firewalls and antivirus software both on your Mac and in the virtual machine.
    • If network has started working, enable firewalls and antivirus software again, but set them up properly, so Parallels Desktop virtual machines would not be blocked by it from accessing the Mac or the Internet.
  6. Restore Parallels Desktop network settings:

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

    • Right click Parallels Desktop application in the dock > choose Preferences > Network and select Restore Defaults.
  7. Troubleshooting using Command Prompt:

    If none of the previous scenarios apply 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: Click on Start menu button, choose Run... When the pop-up window appears, type CMD and hit Return/Enter.
      • For Windows Vista/7/8/8.1/10: Click on Start menu button, then type CMD in the Search box. Right click on CMD in search results, choose Run as Administrator option. This will open Command Prompt under elevated mode (with administrator rights).

    7.1. Check IPs and default gateway:

    In Command Prompt, type in 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.

    7.2 Release and renew IP address by entering the following commands one-by-one:

    ipconfig /release
    ipconfig /renew
    

    7.3. Try to ping any Parallels server, by entering the next 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 the normal reply this time, it means that your virtual machine is in Bridged networking mode and fails to get the correct DNS settings from the gateway or 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 using the following commands:

    netsh winsock reset
    netsh int ip reset reset.log
    

    Then reboot Windows and check the Internet connection.

  8. Submit a report:

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

    • Run Windows Command Prompt (CMD) in your virtual machine by clicking Start > Run..., then type cmd and hit Enter/Return
    • Paste this command to the Command Prompt window and hit Enter/Return again:

      ipconfig /all
      
    • Make sure the Command Prompt window with an output is visible on your display. Then go to Parallels Desktop Help menu > Send Technical Data and send the report when it is ready.
    • Remember the Report ID and keep it for Technical Support department. Contact Parallels Technical Support.



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