PTAgent.exe refuses to start up on Win 11 ARM VM

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Syntax Error

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Hello,

I have recently installed Windows 11 ARM on Parallels 19 but cannot install Parallels Tools. Double-clicking or running PTAgent.exe does nothing. I have tried running as administrator and still nothing. The installer refuses to start up at all. I had to manually install the network driver from the driver folder but nothing else is working as intended. Please assist.

I have tried all the steps in these articles and it does not help.
https://kb.parallels.com/en/115835
https://kb.parallels.com/111730
 
Syntax Error said:
Hello,

I have recently installed Windows 11 ARM on Parallels 19 but cannot install Parallels Tools. Double-clicking or running PTAgent.exe does nothing. I have tried running as administrator and still nothing. The installer refuses to start up at all. I had to manually install the network driver from the driver folder but nothing else is working as intended. Please assist.

I have tried all the steps in these articles and it does not help.
https://kb.parallels.com/en/115835
https://kb.parallels.com/111730
Click to expand...

Hello!
In order to proceed with further investigation, kindly provide us with the below information:
1. Reproduce the issue.
2. Take screenshots of the errors.
3. Collect a technical report (right-click Parallels icon in Dock > Help > Send technical data > check "Attach screenshots..." > press Send Report) and send the report's 9-digit ID in a reply.
Thank you!
 
Not much to screenshot. I double-click the icon, try running the program as administrator, tried launching the exe from elevated command prompt and Parallels Tools installer refuses to open. I already sent in a technical report so the existing case number is 438265067.
 

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Hi! If it helps, I'm having the same issue.

I'm taking two separate fresh Windows 11 Pro installations - activated, and fully updated as of today, which I'd set up using VMWare Fusion installs on my M1 Ultra Mac Studio and M2 MacBook Air. I bought two Parallels Keys (not used as I'm still on 14 day trials) and tried to import the VMs I created on each computer, and both fail with PTAgent crashing according to the event viewer. A pretty bad fall at the first hurdle for Parallels, though I suspect it's a test and when we finally get it to run we'll get a congratulations message and a key discount for next year or something. So, I'll keep digging.
 
Running the autorun for ARM64 yields this:

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
- <System>
<Provider Name="Application Error" Guid="{a0e9b465-b939-57d7-b27d-95d8e925ff57}" />
<EventID>1000</EventID>
<Version>0</Version>
<Level>2</Level>
<Task>100</Task>
<Opcode>0</Opcode>
<Keywords>0x8000000000000000</Keywords>
<TimeCreated SystemTime="2024-09-23T03:46:25.4441392Z" />
<EventRecordID>1852</EventRecordID>
<Correlation />
<Execution ProcessID="7584" ThreadID="8780" />
<Channel>Application</Channel>
<Computer>MSM1UltraGareth</Computer>
<Security UserID="S-1-5-21-2905184571-1333223065-1864081360-1001" />
</System>
- <EventData>
<Data Name="AppName">PTAgent.exe</Data>
<Data Name="AppVersion">20.0.1.55659</Data>
<Data Name="AppTimeStamp">66e6ec33</Data>
<Data Name="ModuleName">PTAgent.exe</Data>
<Data Name="ModuleVersion">20.0.1.55659</Data>
<Data Name="ModuleTimeStamp">66e6ec33</Data>
<Data Name="ExceptionCode">c000001d</Data>
<Data Name="FaultingOffset">0001878a</Data>
<Data Name="ProcessId">0x1820</Data>
<Data Name="ProcessCreationTime">0x1db0d6b29e2232e</Data>
<Data Name="AppPath">D:\PTAgent.exe</Data>
<Data Name="ModulePath">D:\PTAgent.exe</Data>
<Data Name="IntegratorReportId">a77e3217-a466-41b3-9565-c506c138c6a6</Data>
<Data Name="PackageFullName" />
<Data Name="PackageRelativeAppId" />
</EventData>
</Event>

PTAgent crash:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
- <System>
<Provider Name="Windows Error Reporting" Guid="{0ead09bd-2157-539a-8d6d-c87f95b64d70}" />
<EventID>1001</EventID>
<Version>0</Version>
<Level>4</Level>
<Task>0</Task>
<Opcode>0</Opcode>
<Keywords>0x8000000000000000</Keywords>
<TimeCreated SystemTime="2024-09-23T03:46:26.2875738Z" />
<EventRecordID>1855</EventRecordID>
<Correlation />
<Execution ProcessID="10852" ThreadID="4232" />
<Channel>Application</Channel>
<Computer>MSM1UltraGareth</Computer>
<Security UserID="S-1-5-18" />
</System>
- <EventData>
<Data Name="Bucket">2215326170925454677</Data>
<Data Name="BucketType">1</Data>
<Data Name="EventName">APPCRASH</Data>
<Data Name="Response">Not available</Data>
<Data Name="CabId">0</Data>
<Data Name="P1">PTAgent.exe</Data>
<Data Name="P2">20.0.1.55659</Data>
<Data Name="P3">66e6ec33</Data>
<Data Name="P4">PTAgent.exe</Data>
<Data Name="P5">20.0.1.55659</Data>
<Data Name="P6">66e6ec33</Data>
<Data Name="P7">c000001d</Data>
<Data Name="P8">0001878a</Data>
<Data Name="P9" />
<Data Name="P10" />
<Data Name="AttachedFiles">\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER.adf470dd-8714-476c-a993-99dc7284eeb3.tmp.WERInternalMetadata.xml</Data>
<Data Name="StorePath">\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_PTAgent.exe_2d1084923885f795ed9f33de6b7dbd46f78bbe7c_c712d731_8a617dc2-4b13-460d-a460-41794c92977f</Data>
<Data Name="AnalysisSymbol" />
<Data Name="Rechecking">0</Data>
<Data Name="ReportId">a77e3217-a466-41b3-9565-c506c138c6a6</Data>
<Data Name="ReportStatus">268435456</Data>
<Data Name="HashedBucket">6c037abae1235b81eebe6b6a47a35555</Data>
<Data Name="CabGuid">0</Data>
</EventData>
</Event>

Of course it'd be easier to pull this stuff out if I had tools running on the VM that allowed me to cut and paste etc...
 
I'm getting the same too. Mine is on a VM which I'd converted from VMware Fusion as I really wanted to try the Coherence Features on Parallels.
Just as well I tried before I purchased. I even tried installing Parallels Tool in the VM whilst it's still in Fusion and I get the same error, so it's definitely not the conversion process etc. Very strange! I'm at a loss though as to what it could be, I've tried many things to try and resolve including install in Safe Mode, login with Local Administrator etc...
 
I confirm same issue on my side, moving Win11-arm64 VM from VMwareFusionPro 13.6.1 to Parallels Pro 20.1.2.
Before conversion I had to remove TPM and encryption of the VM, than conversion in Parallels went smoothly, but:
+) no internet connection in VM
+) Parallels Tools not possible to install: the Parallels Tools iso image is mounted, but PTAgent.exe refuses to start up (no reaction at all, very same as described above in the forum), no popup of any error message etc., tried several things described above and in help topics but nothing worked.

Since Parallels is a paid app and VMwareFusion (Pro) is now free for private/non-commercial use I would honestly be happy if this issue could be solved.
 
Hi, experiencing the exact same issue, also with a VM migrated from Vmware fusion. Ptagent will not install. Submitted technical report, ID 514376059
 
Had a similar issue. The fix that I had was to follow the following page under Scenario 2, but instead of loading the prl-tools-win.iso, load in prl-tools-win-arm.iso, which let me install from the disk drive rather than have to go to PTAagent to manually install.
kb.parallels.com

KB Parallels: Parallels Tools manual installation

I am unable to install through the virtual machine Mac menu bar: ( in older versions) > .
kb.parallels.com kb.parallels.com
 
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