Latest version of Parallels causing 2010 MB Pro to not shutdown completely

A

ACSRobert

Bit poster
We have a new 2010 MBP running Lion with the latest version of parallels and all OS X updates installed and the system when doing a shutdown in most cases 8 out of 10 times will hang during shutdown with a gray screen and the spinning wheel.

We enabled verbose mode on the system and have restarted it a number of times, and all the times it hangs during shutdown it hangs with the message:
cant remove kext com.parallels.kext.prl_hypervisor services failed to terminate

(see screen shot attached)

we cant figure out why this is happening, it doesnt seem to matter if a virtual machine was opened in parallels or not, the only time it doenst cause this issue repeatedly is when booting to safe mode on OS X or by fully removing the parallels from the system.

We need virtualization for an office program we use and cant stand the competition's virtualization software so would like to get this resolved

Any thoughts on this ??
 

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This system probably had a previous version of Parallels, probably due to bad permissions not all files were upgraded correctly?

Just a thought.
 
ACSRobert,
can we have a problem report from you after unsuccessful shutdown? Before the shutdown attempt check if any VM is running; try to shutdown; boot again, open the same VM window (guest OS start is not necessary), go to Help-Report a Problem, send the report to server and give me the report ID.
Thanks in advance.
 
We're investigating the issue, I swear :) - just asked about it this morning.
 
ACSRobert,
I'm afraid we need a bit more information to deal with the issue - could you please create a host MacOS dump create during the hang? That's gonna be an adventure, I know, but looks like that's the only way for us to understand, what exactly is going on.

To collect core dump you will need one more Mac connected to the one that experiences Kernel Panics. Here are instructions on how to collect Core Dump and upload it to our FTP share.

To get core dumps from the Mac that experiences Kernel Panics, you will need to enable this Mac to send core-dumps to the Kernel Core Dump Server and use a second Mac as a Kernel Core Dump Server on the same network. Each Mac should be connected with the Ethernet cable.

1. Second Mac (Core Dump Server) should be configured this way:

Open Terminal application (Applications -> Utilities -> Terminal ) and insert following commands one by one and after each one press Return.
NOTE: You will be asked for your password, but you will not see it while typing for security reasons.

sudo mkdir /PanicDumps
sudo chown root:wheel /PanicDumps
sudo chmod 1777 /PanicDumps
sudo launchctl load -w /System/Library/LaunchDaemons/com.apple.kdumpd.plist

2. The Mac which crashes should be configured this way:

2.1. Open Terminal application (Applications -> Utilities -> Terminal )

2.2. Use the following command to enable kernel core dumps:
sudo nvram boot-args="debug=0xd44 _panicd_ip=your_kdump_server_ip_address"

NOTE2: 'your_kdump_server_ip_address' should be replaced with the IP address of the Mac configured as Kernel Core Dump Server For example, if your second Mac has the IP 192.168.0.10 the command will look like this:

sudo nvram boot-args="debug=0xd44 _panicd_ip=192.168.0.10"

NOTE3: You will be asked to enter your password as well.

2.3. Reboot the Mac which crashes to activate the previous command.

After reproducing panic on the crashing Mac, you will see a progress on sending dump to the server (white dots on black background). Please do not interrupt the process.

3. As soon as the crashed Mac reboots, the core dump could be found in the directory Macintosh HD -> PanicDumps on your second Mac serving as Kernel Core Dump Server.
It would be large enough, so you cannot send it via e-mail or attach to the support ticket.

Please follow instructions described in the below mentioned KB article to upload the dump to our server using below mentioned FTP share:
KB article: http://kb.parallels.com/en/9082
FTP share: ftp://fe.parallels.com/2a5a2bfe8634f06e1f1a7309bfd1aa54

After crash dump was uploaded and there is no need to use second Mac as Kernel Core Dump Server, you can disable crash dump service with the following command:
sudo launchctl unload -w /System/Library/LaunchDaemons/com.apple.kdumpd.plist

Please kindly provide us with requested information if possible, we are looking forward to your reply.
 
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