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How to create a Problem Report ID

APPLIES TO:
  • Parallels Desktop for Mac Standard Edition
  • Parallels Desktop for Mac Pro Edition

Question

  • I have a technical issue with Parallels Desktop and I want to report its details to Parallels.
  • I was asked by Support Team to submit a Problem Report and send its ID.
  • How do I do any of the above actions?

What is a Problem Report?

Problem Report IDs are used by Parallels Engineering and Support teams during troubleshooting of reported issues.


Note: Generating a Parallels Desktop Problem Report ID is not considered a request to Parallels Support and does not create a ticket for a Parallels Support team member. If you need to open a support request, please visit this page.


Problem Reports do not include any personal or confidential data but only technical (logs, configuration). For more information, please refer to KB 114025.

How to submit a report?

To create a Problem Report please аollow the steps below:

  1. Reproduce the issue you are having with Parallels Desktop.

    Note: It is very important to generate a Problem Report ID as soon as the issue appears. Please keep the virtual machine window open and in focus (to focus it, click inside or on the window) when submitting the Problem Report.

  2. On OS X menu bar click on Help tab > Report a Problem... (Send Technical Data...).

    If you are using Coherence mode, click on the red Parallels icon in the OS X menu bar, and select Help menu -> Report a Problem... (Send Technical Data...).

    In Window or Full Screen modes

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    In Coherence

  3. Wait for the Problem Report to be generated.

  4. On the appeared Problem Report window please write a short problem description (scenario) and enter your contact information (name and email address) - then click Send Report.

    Problem Report window

    The Problem Report ID will appear.

    Note: Save the 9-digit Problem Report ID somewhere and provide it to the Support Team when submitting a ticket or replying to an existing one. Once the Support Team has your Problem Report ID they will be able to identify your report among others in the database. Without the report number, your report can't be processed.

Alternative method

You can also report a problem through Terminal:

  1. Go to Finder > Applications > Utilities > Terminal.

  2. Run the command:

    prlsrvctl problem-report --send
    
  3. Wait for the Problem Report to be generated and send. After a successful Problem Report submission you will see this message in Terminal: The problem report was successfully sent with id: 123546569

  4. Save the 9-digit Problem Report ID and send it to the Support team.



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