Sometimes you may experience BSOD or a deadlock on a computer running Windows Vista or Windows 7 / Windows 8 after installing Kaspersky Anti-Virus when booting or starting a task, for example. Most probably there is a conflict between some hardware drivers or software and Kaspersky Anti-Virus.
Kaspersky Lab technical specialists may request a Windows Vista / Windows 7 / Windows 8 complete memory dump file for troubleshooting in this case.
By default, the operating system generates a kernel dump file, which is insufficient. A complete memory dump is required to find out the reason of BSOD.
To generate a complete memory dump file:
- Click Start > right-click Computer and select Properties in the menu.
- Click Advanced > Settings > Startup and Recovery > Settings > Write debugging information > Complete memory dump.
- Click OK twice.
If there is no Complete memory dump option available in the Write debugging information section, please follow the instructions from the Microsoft knowledge base KB254649.
The Write debugging information section also contains the Dump file option allowing you to select a folder for saving the dump file. By default, it is saved in the %systemroot% folder and is named MEMORY.DMP.
- Reproduce the issue and make sure a complete memory dump file has been successfully generated.
- Attach this file to the Technical support request.
You should also include a detailed description of the issue in the request, along with a list of actions required to reproduce it.
It is recommended to archive the complete memory dump file to reduce its size before uploading to the Kaspersky Lab FTP server.
Please note: On 32-bit operating system, when the Physical Address Extension option is enabled, the size of the dump file may exceed 4 GB. To check if the PAE option is enabled, do the following:
Click Start -> Run and type in regedit;
Select the following node of the system registry: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Session Manager\Memory Management
Right-click the key PhysicalAddressExtension and click Modify;
Check the value of PhysicalAddressExtension. If the value is 0, then the PAE option is disabled;
If you made any changes, it is necessary that you reboot your computer so that changes become effective.
To get a complete memory dump, you will need the hard disk free space at least equal to the RAM size plus 100 MB.
For detailed information on how to generate a complete memory dump, please refer to the Microsoft website.