In some cases RASAttachment.zip archive which contains logs and settings is required to investigate the issues. Please apply following instruction to collect it:
Open Parallels Remote Application Server Console > in top menu navigate to Help > Troubleshooting and Request Support...:
In the opened Troubleshooting dialog click on Send Support Request button:
In the Contact Support dialog fill the fields select Save Zip file and click on Save button:
Specify the location to save the resulting RASAttachment.zip file:
Note: Depending on the size of the installation it may take several minutes to generate RASAttachment.zip file.