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  1. Eru Ithildur

    Eru Ithildur Forum Maven

    I thought I would just throw out some guidelines for people who need to get help... I had this posted in the old forums, and since it is archived now, I think I should get it back.

    Firstly, try the Search feature before posting your question on the forum... A search on 'Black Screen' returns a bunch of results on how to fix it... ;) There are currently a total of 191 threads to a query about a Black Screen issue that have at least 2 replies to them inside of the 'Parallels Desktop for Mac' forum. The chances that one of these threads will hold your answer is VERY large. On the other hand, do yourself a favor and gain some esteem with the rest of us by letting us know what you did find by the search that you have tried.

    Secondly, I have found that Parallels supports their supported features well of late. If you have a non-standard configuration, please, be patient, do not go trolling around the forum sounding off. You don't have the 'right' to support. This doesn't mean you will not get help. Yes, it is great when a company goes the extra mile and helps you out, but unless you pay for it, think of it as a perk, because it is. On the same note, if your question has been answered 191 times, should Parallels support really have to re-type the answer for the 192nd time?

    Thirdly, if you need help, we usually need to know a few specifics, people rarely complain about too many specifics... Here are some usual things that help out, if you don't know where, or how, to get them, just mention that.
    Here is a list:
    1. Mac OS Version
    2. Parallels Build #
    3. What kind of computer
    4. Total Physical RAM
    5. Hard Drives
    6. If you are using a BootCamp configuration or not
    7. Did you upgrade from a BETA
    8. With what Build did the problem start
    9. If Parallels Tools are installed
    10. Anything you have tried to get things working
    11. Anything specific about your set-up you think we should know
    12. If you are crashing, upload some crash logs
    13. If you are getting an error message type it in and then attach a screenshot.
    14. If you are having issues with a specific component (i.e. mouse, keyboard, monitor) tell us what it is.

    Here is an example:
    I keep getting the black screen on boot after upgrading to the latest Build (3188) from BETA 3018. I have an XServe, 4 GB of RAM, two 750 GB hard drives. I have formatted my second drive and run Windows off of it. I am using Parallels on my OS X Boot Drive and am trying to use my Boot Camp Windows. The problem just started with my latest build. I do have Parallels tools installed for the prior BETA but I cannot get into Windows because of the Black Screen. I have tried repairing disk permissions as suggested in several threads, but that does not work.

    The chances of getting your question answered are much higher if you just give some basic info... And it will definetly be less time until it is resolved. :D

    Last edited: Sep 19, 2007
  2. MMckay

    MMckay Bit poster

    Great post- Very friendly and professional!

  3. John@Parallels

    John@Parallels Forum Maven

    Thank you

    Really great post
    Thank you
    From our side we will try our best to help in problem solving
  4. Forgiven

    Forgiven Member

    When you case is resolved and ticket is closed. You get the mail with request to fill the survey and link for survey. ALWAYS fill this survey, it is very important metric for engineers. And believe me they remember those who spent 1 minute to fill the surveys and eagerly assist next time when you request for help. It is very frustrating to spend a lot of time, fix the problem and see that customer did not even bother to fill the survey, got his case resolved and does not care about anything else. Remember 1 filled survey is much more for engineer then thousands "thank you", one unfilled survey means customer is ungrateful. Guess whom engineer will help first next time at the time of high overload.
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