You can submit a support request in any form. However, preparing the request with the information described in this article can speed up resolution: Parallels Support can start the investigation immediately, without first requesting additional details. This article provides an optional support request template and lists the logs to attach.
Important: If production is down or severely affected, submit the request immediately with the information you already have and select the appropriate severity. Provide the remaining information as it becomes available. For severity definitions, see KB 123547.
Note: Submit one request per issue. Unrelated problems are handled more efficiently as separate requests.
Support request template
Copy the following template into the description of the support request. Fill in what applies and remove the rest. For the steps to create a request, see KB 124650.
Subject: [RAS version/build] - [main symptom] - [affected component]
1. IMPACT
Environment: Production / Test / PoC
Affected scope: one user / device / host / group / site / all users (approx. number):
Current status: Ongoing / Intermittent / Recovered
Workaround (if any):
2. PROBLEM
Expected behavior:
Actual behavior:
Exact error message or code (text and screenshot):
Stage: Sign-in / Resource list / Launch / Session / Reconnect / Printing / Administration / Provisioning / Other
Frequency: Every attempt / Intermittent / Once
3. ONE EXACT OCCURRENCE
Date, time, and time zone:
Username and client device:
Server involved (session host / VDI / Gateway / HALB / Connection Broker), if known:
Access method: Parallels Client / User Portal / Management Portal / RAS Console / API
4. ENVIRONMENT
RAS version and build:
Parallels Client platform and build, or browser and version:
Client OS / server OS:
Connection path (e.g. Client > HALB > Gateway > Broker > Host):
Authentication method (AD / MFA / SAML / smart card):
Deployment: Single site / Multi-site
Integrations involved (FSLogix, Entra ID / MFA, SAML, HALB / third-party load balancer):
5. REPRODUCTION AND HISTORY
Steps to reproduce:
1.
2.
Works with another user / device / host / Client version? Result:
Works with the Microsoft Remote Desktop client (mstsc) to the same host? Result:
Last known working date and recent changes:
Troubleshooting already done and results:
Related ticket numbers:
6. ATTACHMENTS
RASReport (file name, collection time):
Log level during reproduction: Standard / Extended / Verbose
Parallels Client log (device):
Component logs (source machine):
Screenshots / recording:
Additional contact and availability (optional):
What to attach
Collect the logs as soon as possible after the occurrence described in the template, so that they cover it. Do not clear logs before collecting them. If the issue can be reproduced, set logging to Extended on the affected components before reproducing it.
- RASReport from the affected farm (every request). See KB 124388.
- Parallels Client log from the affected client device (connection, session, printing, or Client issues). See KB 124703.
- Screenshots or a short recording when the behavior is hard to describe.
To provide the files, request a file share upload link from Parallels Support in the support request, or use an alternative file transfer method of your choice. Add the file names to the request.
Additional information by affected area
Add only the row that matches the issue. Parallels Support may request further details for the specific case.
| Affected area | Information to add |
|---|---|
| Parallels Client (all platforms) | Client log (see above). Client version and build, installation type, connection mode (Gateway or Direct), OS version and, for mobile devices, the device model and whether the app is deployed through MDM. |
| RD Session Host | Host name and OS version. Windows event logs from the host: Application, Microsoft-Windows-TerminalServices-LocalSessionManager/Operational, and Microsoft-Windows-TerminalServices-RemoteConnectionManager/Operational. |
| VDI | Provider type and version, persistent or non-persistent, full or linked clones, RASPrep or Sysprep, template name and OS, and the failed operation. RAS logs from the affected VM: the entire C:\ProgramData\Parallels\RASLogs folder. |
| Azure Virtual Desktop | Authentication to Azure (certificate or client secret) and its expiry, region, pooled or single-session, image source, and the error events exported from the Azure Portal Activity Log. RAS logs from the affected host: C:\ProgramData\Parallels\RASLogs. |
| Secure Gateway / User Portal | Direct public IP or DMZ, HALB or third-party load balancer in front, and certificate type. For failed connections, a packet capture taken on the Gateway during a failed attempt, if requested. |
| HALB | HALB version and HALB device logs, which are not included in the RASReport. HALB devices keep logs only while logging is enabled, so enable it before reproducing the issue:
|
| FSLogix | FSLogix version and the entire %ProgramData%\FSLogix\Logs folder from the affected host. FSLogix keeps logs for two days by default. |
| SAML / MFA | Identity provider or MFA type (RADIUS, TOTP, email OTP, Deepnet). For SAML, a HAR file or SAML-Tracer capture of the sign-in, and the Entity ID and ACS URL configured in the identity provider. |
| Printing / scanning | Printer or scanner model, Universal Printing format (EMF, PDF, BMP, or RAW) or scanning driver type (TWAIN or WIA), the application used, and a photo or scan of the incorrect output. |
| Management Portal | Browser and version, any reverse proxy, WAF, or load balancer in front, and a HAR file with the browser developer tools Console output. |
| Installation or upgrade fails | Verbose logging during installation:
Note: The command creates the install.log file in the directory where the installer runs, unless a full path is specified. |
| REST API / PowerShell | The exact request or command, the returned error or HTTP status code, and, for PowerShell, the RAS module version. |
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