desktop won't open

[BeckyP]

I have version 10. Our computer needed to be re-started and now we just get message that windows is resuming but does not ever resume. When I go into my account it says I have no license key registered so I put my key in and it says its already registered to another user. I can't upgrade because I keep getting a message to shut down virtual machine running in background but I have no idea what that means

 

[Alfena@Parallels]

Hello @BeckyP , Parallels Desktop version 10 is not eligible for an upgrade, only version 11 and 12 are eligible hence you need to purchase a new license for version 13 and when you are upgrading, make sure you have Shut down Windows otherwise you will get the error "virtual machine running in the background".
Thanks