Problem Updating Parallels Tools

I had Windows 10 running on Parallels 10 and decided to upgrade to try the trial version of Parallels 11. I get an error stating there was a problem updating Parallels Tools. I click the link to get the troubleshooting information (http://kb.parallels.com/en/111730#2_2). The KB article displays this:

file /Library/Parallels/Tools/prl-tools-win.tar.gz is missing or corrupted.
Please reinstall Parallels Desktop.
If this is the first Parallels Tools installation in this Virtual machine
Check that /Library/Parallels/Tools/prl-tools-win.iso exists.​

Which doesn't seem to make sense as I don't see any messages like this. The KB article then says:

In order to get the exact error message instead of a general (foreground) one, please refer to KB 112609 and proceed to step 2.3 to manually install Parallels Tools.​

None of the methods for running Parallels Tools setup gives me any different error message. They all run the same setup program that displays the same error window without any additional detail.

I've tried several times with several different ways of access the Parallels Tools image (fyi, I've not had a problem with Parallels launching the setup, just finishing it).

I guess I can contact Parallels support, but I was hoping someone might have a quick answer for me before I give up on Parallels. You see, I've been having a problem with the keyboard in the Windows VM not working intermittently starting in February with Windows 7. I worked with Parallels support through April when they finally said there was a bug that would be fixed in an upcoming release. It's now late August, the problem with Win 7 persists, the problem also exists in Win 10, and I can't even get Parallels 11 running.

I'm not hopeful about this at all.

 

Hi,
In the VM menu Devices > CD/DVD > connect image > navigate to /Applications/Parallels Desktop.app/Contents/Resources/Tools/prl-tools-win.iso

once mounted try to install tools. If it fails, please send a problem report:
- in VM menu bar: Help > Send Technical Data
- once sent, it will show it's 8-digid ID number. please specify ID number here so I could take a look at the tools installation logs

 

Thank you for the quick response. I actually fixed it in a roundabout way. I uninstalled Parallels 11, reinstalled Parallels 10, reinstalled Parallels Tools, upgraded to Parallels 11. Then the Parallels Tools update ran on its own successfully. Now, I just hope the keyboard problem is fixed.

 

sounds good. feel free to ping us =)