What is a Virtual Machine?

A virtual machine (VM) is an emulation of a computer system. Virtual machines provide the same functionality of a physical computer. We use virtual machines for a range of reasons including to test the bespoke work that we have completed for a customer to make sure that it works well with the system. This ensures that the bespoke work will not negatively affect the live system of the customer. This process also gives the customer a chance to test the bespoke and making sure that it works as per the project requirements established when beginning the project.  

How to access your Virtual Machine

Once you have been told that a Virtual machine has been created on behalf of a company you will be able to access it from the customer portal: 


Here you will be able to log in with your portal credentials. Please note that these credentials are not the same as your CRM login. A member of the ProspectSoft team will be able to provide you with a login and a password. Once you have logged in you will be taken to the Customer Portal:

Once you have logged in, you will be able to access the Virtual Machine page. You can do this by clicking on the "Virtual Machines" tile or by using the left-hand side menu. This will take you to a list of virtual machines set up in the companies' name:

Once you have established (if there are more than one) which virtual machine is applicable for your testing click on the asterisk *, this will give you your username and password which appear on the right hand side of the screen. To log into the VM, you will need to make a note of these credentials. 

If the virtual machine is turned off, you will need to start. To do this, make sure "Start" is selecting in the drop down list and click on the > button.

If the Virtual Machine is already running, you can connect to it by selecting "Connect" from the drop down list and click on the > button. This will download the Virtual Machine as a ".rdp" (Remote Desktop Protocol) file.

When you run the file, it will ask you for login details. You will need to enter the details that was given to you having pressed the asterisk:

Once logged in, you will be taken to the virtual machine which will look like the desktop below:


If you get the below error message or 'error 404', while trying to connect to a VM this is because the VM is displaying as running in error.

''Error returned from method: No valid IP address found''

 To solve this issue you should navigate back to the list of virtual machines and click on filter, this will refresh the page, this should be repeated until the virtual machine is displaying start rather than connect.  At this point you will have to go through the normal stages to start the VM as demonstrated in the ‘how to’ section of the VM help guide.

If this error message occurs when trying to connect to the VM then please take the following steps:

You will need to follow the link highlighted above.

This will take you to the windows Help page for virtual machines, you will need to install one of the patches to your computer, please select the relevant patch as per your machines capabilities:

Follow the guidance on the Microsoft help page from this point.

If the issue still persists, you will need to install a Microsoft update located on the same page:

Please follow this link on the Microsoft help page to download the update. When this update has been installed, you should be able to access the desired virtual machine by following the ‘how to’ section of the VM help guide.

If you are still not able to access your virtual machine, please contact the ProspectSoft Support team at:

0330 0880 365

Alternatively email: 


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