Parallels Access repeatedly crashes after Windows Update KB5003637

Discussion in 'General Questions' started by Parallels User, Jun 9, 2021.

  1. Restarted host system a few times as well as kill and restart Parallels Access on host system. Starts out ok and stays up for 1-3 hours then crashes again.
    upload_2021-6-9_16-32-56.png
     
  2. JacobW5

    JacobW5 Bit Poster

    Messages:
    6
    Thanks for posting this. I'm currently remote (in Japan) and having trouble accessing my PC (in NZ) - had someone restart it, and worked fine afterwards, but has since gone offline. Assume it is the same problem. Keen for a fix for this!
     
  3. Tried many things. Turns out it was a simple fix. Or at least it's proving to be so far.
    It's not the Windows updates so much as the Parallels Access interface with the updates.
    Make sure the latest Windows update are installed then uninstall and reinstall latest version of Parallels Access.
    Before this it would go down after 1-3 hours. After 4 hours now, none of the 4 machines have gone down.
     
  4. JacobW5

    JacobW5 Bit Poster

    Messages:
    6
    Thanks for following up on this, really appreciate it. Will now need to talk a techno illiterate person through reinstalling Parallels!
     
  5. All 4 machines are still up and running since my last post.
     
  6. JoseM58

    JoseM58 Bit Poster

    Messages:
    1
    I have THE same problem. I uninstalled parallels Access on the hosts pcs but THE problem stays. THE application crashes in a few hours. Any idea?
     
  7. optodata

    optodata Bit Poster

    Messages:
    1
    I tried that about 10 days ago and it worked up until two days ago. It's only happening on one of my Windows machines even though they all have the same updates installed. The event log shows EventID 7031 "The Parallels Access Dispatcher Service service terminated unexpectedly. It has done this 1 time(s). The following corrective action will be taken in 0 milliseconds: Restart the service." followed an hour later by EventID 7034 "The Parallels Access Dispatcher Service service terminated unexpectedly. It has done this 2 time(s)."
     
  8. NORMANQ

    NORMANQ Bit Poster

    Messages:
    8
    I am having the same problem on two different accounts. One account has 7 workstations and the other account has 10 workstations, this is a nightmare.
    What makes it even worse it that there is no support phone for this software :(
     
  9. JacobW5

    JacobW5 Bit Poster

    Messages:
    6
    My issue has resurfaced as well. Initial uninstall and reinstall worked, but failed again after 2 weeks of uptime.
     
  10. JacobW5

    JacobW5 Bit Poster

    Messages:
    6
    Have logged a support request with Parallels - Ticket #2991864
     
  11. Maria@Parallels

    Maria@Parallels Parallels Team

    Messages:
    8,671
    Hello, we've checked your ticket and found that it has been resolved.
    Also we've requested a technical report from you, if the issue still persists could you provide us with a technical data please?
     
  12. JacobW5

    JacobW5 Bit Poster

    Messages:
    6
    Hi,

    The issue has not been resolved, and the ticket should not have been closed. I haven't gathered logs yet as I can't access my remote PC!!
     
  13. JacobW5

    JacobW5 Bit Poster

    Messages:
    6
    Have submitted reports via Parallels remote and local app.

    As an FYI, service faulted again after about 30 minutes of being up, this is the error report in Windows, have zipped and attached as well.

    First event:
    Log Name: Application
    Source: Application Error
    Date: 10/07/2021 2:52:03 PM
    Event ID: 1000
    Task Category: (100)
    Level: Error
    Keywords: Classic
    User: N/A
    Computer: MediaPC
    Description:
    Faulting application name: prl_pm_service.exe, version: 6.5.0.39252, time stamp: 0x60b0dd1d
    Faulting module name: Qt5CorePrl.dll, version: 5.12.7.0, time stamp: 0x5f5a96a3
    Exception code: 0xc0000005
    Fault offset: 0x00000000000a7855
    Faulting process ID: 0x118c
    Faulting application start time: 0x01d7752e2beca741
    Faulting application path: C:\Program Files (x86)\Parallels\Parallels Access\Application\amd64\prl_pm_service.exe
    Faulting module path: C:\Program Files (x86)\Parallels\Parallels Access\Application\amd64\Qt5CorePrl.dll
    Report ID: 77cb01b3-f4d7-4330-9095-083b25914c91
    Faulting package full name:
    Faulting package-relative application ID:
    Event Xml:
    <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
    <System>
    <Provider Name="Application Error" />
    <EventID Qualifiers="0">1000</EventID>
    <Version>0</Version>
    <Level>2</Level>
    <Task>100</Task>
    <Opcode>0</Opcode>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2021-07-10T02:52:03.3132059Z" />
    <EventRecordID>51362</EventRecordID>
    <Correlation />
    <Execution ProcessID="0" ThreadID="0" />
    <Channel>Application</Channel>
    <Computer>MediaPC</Computer>
    <Security />
    </System>
    <EventData>
    <Data>prl_pm_service.exe</Data>
    <Data>6.5.0.39252</Data>
    <Data>60b0dd1d</Data>
    <Data>Qt5CorePrl.dll</Data>
    <Data>5.12.7.0</Data>
    <Data>5f5a96a3</Data>
    <Data>c0000005</Data>
    <Data>00000000000a7855</Data>
    <Data>118c</Data>
    <Data>01d7752e2beca741</Data>
    <Data>C:\Program Files (x86)\Parallels\Parallels Access\Application\amd64\prl_pm_service.exe</Data>
    <Data>C:\Program Files (x86)\Parallels\Parallels Access\Application\amd64\Qt5CorePrl.dll</Data>
    <Data>77cb01b3-f4d7-4330-9095-083b25914c91</Data>
    <Data>
    </Data>
    <Data>
    </Data>
    </EventData>
    </Event>
    Second event:
    Log Name: Application
    Source: Windows Error Reporting
    Date: 10/07/2021 2:52:04 PM
    Event ID: 1001
    Task Category: None
    Level: Information
    Keywords: Classic
    User: N/A
    Computer: MediaPC
    Description:
    Fault bucket 1336351062416163595, type 4
    Event Name: APPCRASH
    Response: Not available
    Cab Id: 0

    Problem signature:
    P1: prl_pm_service.exe
    P2: 6.5.0.39252
    P3: 60b0dd1d
    P4: Qt5CorePrl.dll
    P5: 5.12.7.0
    P6: 5f5a96a3
    P7: c0000005
    P8: 00000000000a7855
    P9:
    P10:

    Attached files:
    \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER25AD.tmp.dmp
    \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER264A.tmp.WERInternalMetadata.xml
    \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER265A.tmp.xml
    \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER2658.tmp.csv
    \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER2679.tmp.txt

    These files may be available here:
    \\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_prl_pm_service.e_16591bed54c42293c250caa1c09ae0bbfbf952be_30d7b818_1188796a-30f1-4a3c-8f8e-8c3e91d438c9

    Analysis symbol:
    Rechecking for solution: 0
    Report Id: 77cb01b3-f4d7-4330-9095-083b25914c91
    Report Status: 268435456
    Hashed bucket: 33f2f295c38a93ab628bac360288030b
    Cab Guid: 0
    Event Xml:
    <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
    <System>
    <Provider Name="Windows Error Reporting" />
    <EventID Qualifiers="0">1001</EventID>
    <Version>0</Version>
    <Level>4</Level>
    <Task>0</Task>
    <Opcode>0</Opcode>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2021-07-10T02:52:04.9082559Z" />
    <EventRecordID>51363</EventRecordID>
    <Correlation />
    <Execution ProcessID="0" ThreadID="0" />
    <Channel>Application</Channel>
    <Computer>MediaPC</Computer>
    <Security />
    </System>
    <EventData>
    <Data>1336351062416163595</Data>
    <Data>4</Data>
    <Data>APPCRASH</Data>
    <Data>Not available</Data>
    <Data>0</Data>
    <Data>prl_pm_service.exe</Data>
    <Data>6.5.0.39252</Data>
    <Data>60b0dd1d</Data>
    <Data>Qt5CorePrl.dll</Data>
    <Data>5.12.7.0</Data>
    <Data>5f5a96a3</Data>
    <Data>c0000005</Data>
    <Data>00000000000a7855</Data>
    <Data>
    </Data>
    <Data>
    </Data>
    <Data>
    \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER25AD.tmp.dmp
    \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER264A.tmp.WERInternalMetadata.xml
    \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER265A.tmp.xml
    \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER2658.tmp.csv
    \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER2679.tmp.txt</Data>
    <Data>\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_prl_pm_service.e_16591bed54c42293c250caa1c09ae0bbfbf952be_30d7b818_1188796a-30f1-4a3c-8f8e-8c3e91d438c9</Data>
    <Data>
    </Data>
    <Data>0</Data>
    <Data>77cb01b3-f4d7-4330-9095-083b25914c91</Data>
    <Data>268435456</Data>
    <Data>33f2f295c38a93ab628bac360288030b</Data>
    <Data>0</Data>
    </EventData>
    </Event>​
     

    Attached Files:

  14. JoseM60

    JoseM60

    Messages:
    1
    Sigue fallando... desinstalas, reinicias, instalas otra vez y a los dos o tres días crash. Y el soporte no da ningúna solución. Que si envía datos técnicos... que si tal y si cual. Ganando tiempo, no saben que pasa. Me doy de baja y cambio de aplicación de control remoto y arreglado.
     
  15. ChristieD

    ChristieD Bit Poster

    Messages:
    3
    Did anyone actually get help or a resolution for this? It's been happening now for me for quite some time. I filed a ticket a week ago, and have heard nothing, so I sent a message via facebook messenger a couple days ago. Again nothing. Is there any actual support, and way to get this fixed?
     
    JeffC17 likes this.
  16. I started this thread 49 days ago and as with JaconW5, I've spent as much time uninstalling and reinstalling as I've had the service up and accessible.
    Admin: Based on the activity noted in the forum, I see you tend to other clients issues but other than one response here, you have pretty much ignored all of the users' pleas in this thread.
     
    JeffC17 likes this.
  17. JeffC17

    JeffC17 Bit Poster

    Messages:
    6
    Same problem for last 30-45 days, across three devices, many many re-installs. Support ticket pending. Support wise, I would have expected faster, response since this is wide spread, common problem. Otherwise, Access has been a great product, and this sustained difficulty is surprising.
     
  18. I have another tab open to delete my account. Before I click "Delete My Parallels Account", I wanted to come on here and say how the lack of attention with this situation has been absolutely unacceptable.
    I am moving to RemotePC. Have been testing it for the past 24 hours and it has been spotless. Has much of the same functionality. Although the cheaper version supports only 2 systems, there is another option for more. After 10 years of using Parallels, I am saying goodbye to it forever.
     
  19. JonnyC

    JonnyC

    Messages:
    1
    I have had to uninstall/install Parallels Access every week for several months now. It is annoying, and I'm debating whether or not to renew my subscription or look for a new product.
     
  20. JeffC17

    JeffC17 Bit Poster

    Messages:
    6
    I had one or two Access accounts auto-renew June 16. I have requested a refund today. We'll see if there is any response other than "sorry, past 30 days, too late."
     

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