Parallels Control Center Crashes

M

mrutter

Member
Hi everybody.

Sometime, resuming my VM from Suspend (PD5), a few seconds after Windows Vista started I get a app-crash dialog. It's relative to Parallels Control Center (prl_cc.exe 5.0.9220.0), module CopyPasteTool.dll.

After this, I cannot copy and paste any more and I must to restart Windows. Since I installed PD5 Upgrade two days ago it happened two times.

I read about many users who have issues with copy and paste.

Does exists a fix for it?

Thank you.
 
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We are currently investigating your issue. You can prevent crashes of prl_cc.exe by removing CopyPasteTool.dll file (it is in "C:\Program Files\Parallels\Parallels Tools\Plugins" on 32-bit Windows or in "C:\Program Files (x86)\Parallels\Parallels Tools\Plugins" on 64-bit Windows).
By doing it you will lose the ability to copy-paste between Windows and Mac, but all other integration feature will keep working. To restore CopyPasteTool.dll file back just reinstall Parallels Tools.

How often you see this crash? Can you notice something "special" that you do before that happens? Maybe some extra programs installed in Windows? Maybe you can provide some steps to reproduce the issue? This information would be very helpful for us.
 
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Thank you wonder_mice.
I guess I will able to answer to your requests next time I will get the app-crash dialog.

Relative to the crash I had this morning here you'll find the event log entry I found in the Windows Application log:

*** XML FORMAT ***
- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
- <System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2009-11-06T07:04:51.000Z" />
<EventRecordID>56317</EventRecordID>
<Channel>Application</Channel>
<Computer>HP-MRK</Computer>
<Security />
</System>
- <EventData>
<Data>prl_cc.exe</Data>
<Data>5.0.9220.0</Data>
<Data>4aefaae2</Data>
<Data>CopyPasteTool.dll</Data>
<Data>0.0.0.0</Data>
<Data>4aefaac0</Data>
<Data>c00000fd</Data>
<Data>000041cd</Data>
<Data>a64</Data>
<Data>01ca5df5a9336f0d</Data>
</EventData>
</Event>


*** TEXT FORMAT ***
- System

- Provider

[ Name] Application Error

- EventID 1000

[ Qualifiers] 0

Level 2

Task 100

Keywords 0x80000000000000

- TimeCreated

[ SystemTime] 2009-11-06T07:04:51.000Z

EventRecordID 56317

Channel Application

Computer HP-MRK

Security


- EventData

prl_cc.exe
5.0.9220.0
4aefaae2
CopyPasteTool.dll
0.0.0.0
4aefaac0
c00000fd
000041cd
a64
01ca5df5a9336f0d


Regards,
Marcello
 
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I too am getting this issue. The guest OS is XP SP3. The crash occurs every time on booting into the guest OS. I can't say that this happens "all the time" since I am just beginning to use v5.0, but it has occurred on every occasion so far; say 5 times or so. In every case, the dialog box about Control Center needing to close down and sending the error log to Microsoft has been the first thing on the screen as soon as I log in. I have not installed any new programs since I upgraded to v5.0, which went flawlessly by the way. I am running only 1 CPU on a 2006-generation 17" MacBook Pro. Parallels/Kaspersky Security is installed in the guest OS.
 
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Thanks for the log entry, but it is not helpful much since it doesn't contains information about "Where it was broken" :)
If you have some time and willing to help, we can try to setup your system to save crash dumps for crashed programs. Such crash dump is the best kind of information we can get. The procedure is not very complicated, by needs some your time and attention.
 
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Thank you for your help.
I hope you have Windows Vista SP1.
To get a crash dump, please press Start button in Windows and select "Run".
Type:
regedit
and press enter (or click the Ok button)
In the Registry Editor locate following key:
HOTKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps
and insert the following values:
DumpFolder = "%LOCALAPPDATA%\CrashDumps" (of type REG_EXPAND_SZ)
DumpCount = 100 (of type REG_DWORD)
DumpType = 2 (of type REG_DWORD)
After prl_cc crashed go to "%LOCALAPPDATA%\CrashDumps" (just insert that path %LOCALAPPDATA%\CrashDumps into "Run" dialog and press enter or OK button). Grab files from this folder and put them here :)
 
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Guest OS is XP Pro SP3

Unfortunately, this error is occurring on an XP Pro VM. I looked through the registry for roughly what you described and could not find an appropriate entry for error logging.

I did check out the event log and found a few entries pertaining to what appears to be the failure of the control center. I have attached a couple of screen shots, in case they are of value. The two error events always seem to arrive together with the CC error first and then the fault bucket.

In any case, if there is a similar registry modification for XP Pro, let me know and I'll try it.
 

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Same with domain admin login

Since the VM in question for me is a domain computer, I thought I'd try logging in as a domain admin to see if privileges made any difference. However, I got the same result as before. I took a look at the debug view of the crash dump to be send to MS, and it showed stack data for about 51 modules active at the time. Unfortunately, there was just to much stuff for a sequence of screen shots to be of much value. Of course, prl_cc was at the head end of all of this; but the same address seemed to be in play as for my previous response.
 
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Uninstall/reinstall does not help

BTW, per a post in another thread on problems with prl_cc, I went ahead and did an uninstall/reinstall of PD5.0; however, I got the same result on starting up the VM.

Oh, well...
 
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Sorry for the delay, I was not able to answer earlier.

If it is your WinXP machine, then:
1. Click Start, and then click Run.
2. Type drwtsn32, and then click OK.
You will see window like int attached image.
Please, post here following files:
- user.dmp (see "Crash Dump:" in Dr. Watson, usually located in C:\Documents and Settings\All Users\Application Data\Microsoft\Dr Watson)
- drwtsn.log (see "Log File Path:" in Dr. Watson, usually located in C:\Documents and Settings\All Users\Application Data\Microsoft\Dr Watson)

P.S. If interested, you can find some more information here: http://support.microsoft.com/kb/308538
 

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Files zipped

Hope you can open these...

They are the log file and user.dmp in zip form from the Dr. Watson folder.

I tried just posting the log file from the Dr Watson viewer, but its size exceeds the forum posting rules. Of course, the DMP file is a binary.

If this doesn't work for you, I can cut and paste the one of the logs into a TXT and zip and post it. At present, Dr Watson is showing two distinct errors. I assume these files include both.
 

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Great thanks for your dumps. This dump is looks like related to known problem with black&white icons in Windows applications. To verify this, please replace SharedGuestApps.dll in C:\Program Files\Parallels\Parallels Tools\Plugins with version attached to this post.
To replace it:
1. Go to C:\Program Files\Parallels\Parallels Tools\Plugins
2. Rename existing SharedGuestApps.dll to SharedGuestApps.old (remove .dll extension, it is important!) (or kill prl_cc.exe from Task Manager and simply remove old SharedGuestApps.dll)
3. Copy SharedGuestApps.dll from attached archive.
4. Reboot

After that, you will not have that particular crash. But crash in CopyPaste.dll is still exists and it is very important to catch it. So, if you will encounter prl_cc crash once again - please, send crash dumps once again. Thanks.
 

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A couple of points. I downloaded the DLL file and installed it in the specified location. The first point is that there was no existing DLL file in the plugins folder at all, not by any name. I insured that I had hidden files visible, just in case. The second point is that this new DLL did not cure the problem. Control Center still crashes. Now, I do have an application that uses a simple B&W icon; it is called GetIPDL and it is used to download patent files. Its icon has been unstable under previous versions of Parallels, but I had always put that down to the app. For example, it would "steal" other application's icons on the desktop; on one start up it might have the same icon as Google Earth and on another it might have Quickbook's icon. Under this version (PD 5.0), it seems to have its own icon in a stable manner.

My last observation is that Dr Watson does not seem to catch all of the crashes. I continue to see CC crash on every start up, but Dr Watson does not seem to update its log file or dump file in every case. I've cleared the event log, but this didn't seem to make any difference.
 
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Thanks you very much for your help! The information you provided is very valuable.
1. I downloaded GetIPDL 2.15.16 and will check it
2. It is very-very strange, that there was no such .dll file... You want to say, that the folder C:\Program Files\Parallels\Parallels Tools\Plugins exists but it is empty? Please, send a problem report (Help -> "Report a Problem..." in menubar while Parallels Desktop is in foreground, Virtual Machine must be running) and post its number here. Also it will be nice to have a screenshot of Plugins folder (or output of "dir" command in windows command line). You can open that folder before making the problem report -guest screenshot will be placed inside it automatically.
 
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My bad

I should have paid more attention. Per the attached screenshot, there was a "Plug-ins" folder and a "Plugins" folder. I went to the "Plug-ins" folder and found it was empty. After seeing your latest email, I went back and noticed the "Plugins" folder. That did contain several DLLs, including the one you mentioned. I did the substitution and the crash has not re-occurred so far. Since there doesn't seem to be an issue with my system any more, I will not go ahead and do the "Report a problem..." process that you mentioned.

BTW, I set up the screen so that the GetIPDL shortcut icon was visible on the desktop.
 

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Windows 7 guest CopyPasteTool.dll crash

I have the same problem with a Windows 7 guest. The Parallels Control Center crashes every morning. I do not shut down or suspend the Windows 7 guest specifically, I just close my laptop in the morning when I go to to work and at night when I go home. I do not have a problem at night when I use the guest, only in the morning. Rebooting the guest fixes the problem for another 24 hours.

Host computer is a recent model Unibody 15" MBP with 4GB RAM. Parallels 5.0.9220

As a side note, I previously used Parallels v4 with an XP guest and I had a similar problem, but it did not happen as often, and it did not inform the OS, it just died silently in the background, so I never knew what the problem was then. The symptoms were that copying and pasting to the guest would stop working, and I had to reboot to fix that.

Here is the error from the Application log:

Log Name: Application
Source: Application Error
Date: 11/18/2009 9:24:24 AM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: houv1johcriw7
Description:
Faulting application name: prl_cc.exe, version: 5.0.9220.0, time stamp: 0x4aeefd62
Faulting module name: CopyPasteTool.dll, version: 0.0.0.0, time stamp: 0x4aeefd45
Exception code: 0xc0000005
Fault offset: 0x00000000000070a5
Faulting process id: 0x980
Faulting application start time: 0x01ca6792575c4492
Faulting application path: C:\Program Files (x86)\Parallels\Parallels Tools\prl_cc.exe
Faulting module path: C:\Program Files (x86)\Parallels\Parallels Tools\Plugins\CopyPasteTool.dll
Report Id: 739b5cf2-d456-11de-9552-001c4295d115
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2009-11-18T15:24:24.000000000Z" />
<EventRecordID>1426</EventRecordID>
<Channel>Application</Channel>
<Computer>houv1johcriw7</Computer>
<Security />
</System>
<EventData>
<Data>prl_cc.exe</Data>
<Data>5.0.9220.0</Data>
<Data>4aeefd62</Data>
<Data>CopyPasteTool.dll</Data>
<Data>0.0.0.0</Data>
<Data>4aeefd45</Data>
<Data>c0000005</Data>
<Data>00000000000070a5</Data>
<Data>980</Data>
<Data>01ca6792575c4492</Data>
<Data>C:\Program Files (x86)\Parallels\Parallels Tools\prl_cc.exe</Data>
<Data>C:\Program Files (x86)\Parallels\Parallels Tools\Plugins\CopyPasteTool.dll</Data>
<Data>739b5cf2-d456-11de-9552-001c4295d115</Data>
</EventData>
</Event>
 
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