Kaspersky PURE Release 2

 
 
 

How to get dump of AVP.EXE process for 2009/2010 products and for Kaspersky PURE/ PURE R2

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2012 Jul 30 ID: 5764
 
 
 
 

Applies to:
  • Kaspersky Internet Security 2010/2009
  • Kaspersky Anti-Virus 2010/2009
  • Kaspersky PURE/PURE R2
  • Once a Kaspersky Lab product is installed, there may occur situations when a product “crashes” or “freezes”, for example at the computer or task startup. In this case a Kaspersky Lab product may conflict with other software installed on your PC or with other drivers.

    For Kaspersky Lab products the dump file is saved in a folder which resides on a higher hierarchical level of a setup folder. For example, if a Kaspersky Lab product is installed on your PC into a default folder, then the product dump file is saved to the directory:

    • For users of WIndows Vista/7- %allusersprofile%\Kaspersky Lab 
    • For users of WIndows XP - %allusersprofile%\Application Data\Kaspersky Lab

    Information In Windows 7/Vista/XP the folders into which the tracing files are saved are hidden. In order to get access to hidden folders, enable display of hidden folders.

    If by some reasons, the product dump file is not created automatically, in this case you get dump of the AVP.EXE process manually. For this, perform the following actions:

    Step 1. Disable the program self-defense:

    • How to disable self-defense in Kaspersky Anti-Virus 2010?
    • How to disable self-defense in Kaspersky Internet Security 2010?
    • for Kaspersky Internet Seurity 2009: open the main application window - in the right upper corner click Settings - select Options - clear the Enable Self-Defense box - click OK.
    • for Kaspersky Anti-Virus 2009: open the main application window - in the right upper corner click Settings - select Options - clear the Enable Self-Defense box - click OK.
    • How to disable self-defense in Kaspersky PURE?
    • How to disable self-defense in Kaspersky PURE R2?

    Step 2. Disable File Anti-Virus:

    • In Kaspersky Anti-Virus 2010/Kaspersky Internet Security 2010: 
      1. Open the main application window.
      2. In the left part of the window go to the My Protection tab.
      3. In the upper right part of the window click the Settings link.
      4. In the Settings window select the File Ant-Virus section.
      5. In the right part of the window uncheck the Enable File Anti-Virus box.
      6. In the Settings window click the OK button.
      7. Close the main application window.
    • In Kaspersky Anti-Virus 2009/Kaspersky Internet Security 2009:
      1. Open the main application window.
      2. In the right upper corner click Settings.
      3. In the left part of the Settings window, select Anti-Malware.
      4. in the right part of the window clear the box Enable File Anti-Virus.
      5. Click OK.
      6. Close the main application window.
    • Kaspersky PURE:
      1. Open the main application window. 
      2. Click the My Computer Protection button.
      3. In the right part of the My Computer Protection window click the Settings link.
      4. In the Settings window on the Protection tab select the File Ant-Virus section.
      5. In the right part of the window uncheck the Enable File Anti-Virus box.
      6. In the Settings window click the OK button.
      7. Close the My Computer Protection and the main application windows.
    • Kaspersky PURE R2:
      1. Open the main application window.
      2. In the right part of the window click the Settings link.
      3. In the Settings window on the Protection tab select the File Ant-Virus section.
      4. In the right part of the window uncheck the Enable File Anti-Virus box.
      5. In the Settings window click the OK button.
      6. Close the main application window.

    Step 3. Get dump of the AVP.EXE process :

    For users of Windows XP

    For users of Windows Vista/7

     

    For users of Windows XP: 

    1. download the utility User Mode Process Dumper Version 8.1 (C) Microsoft Corporation
    2. extract all files from the archive into a folder (by default, files are unpacked to C:\kktools\userdump8.1)
    3. launch the file setup.exe
      • for users of Windows XP (32-bit)C:\kktools\userdump8.1\x86
      • for users of Windows XP (64-bit)C:\kktools\userdump8.1\x64
    4. in the Welcome window click Next 

    InformationIf your computer runs under OS Windows XP (32-bit), then in the Terminate Mode window select the option Disable "Dump on Process Termination" and click Next.

    1. click Finish to confirm installation of the utility Userdump

    1. once utility is installed computer needs to be restarted. Click Yes to restart the computer now or click No to restart later 
    2. On the keyboard push simultaneously Ctrl, Shift and Esc
    3. In Windows Task Manager go to the Processes tab
    4. In Windows Task Manager choose View > Select Columns 
    5. In the Select columns window check PID (Process identifier) 
    6. Click OK
    7. In the list of processes find AVP.EXE which runs under the SYSTEM account
    8. In the PID column find and remember PID of AVP.EXE 

    9. Close the Windows Task Manager window.
    10. In the bottom left corner of the screen click Start.
    11. Select Run.

       

    12. In the Run field enter the command: userdump PID <full_path_to_file_where_to_save_dump>. For example, if the process PID is 592, then the command syntax will look the following way: 
    13. userdump 592 C:\avp.dmp 

    14. Press Enter.

    15. Wait till the dump is written to the file.

    16. Make sure the file avp.DMP has been created on the C:\ disc.

    17. Archive the avp.DMP file (for example, using WinZip).

    Go to Step 4

    Top of page

    For users of Windows Vista/7: 

    1. On the keyboard push simultaneously Ctrl, Shift and Esc 
    2. In Windows Task Manager go to the Processes tab.
    3. Check the Show processes from all users box.
    4. Right-click the AVP.EXE process, run under the SYSTEM account.
    5. In the menu select Create Dump File.

       

    6. Wait until the dump file is created.
    7. When the dump file is created the cirresponding message will be displayed on the screen.

    8. In the Dump process window click OK.
    9. Close the Window Task Manager window.
    10. In the bottom left corner of the screen click Start.
    11. In the search field type in %temp% and on the keyboard press Enter.

    12. Find the avp.DMP file.
    13. Add the avp.DMP file to an archive (for example, using the WinZip program).

    Go to Step 4

    Top of page

    Step 4. Add the received information with the detailed problem description to a request via the My Account service. Attach the created file to your request.

    Attach the received information with the detailed problem description to a request to Kaspersky Lab Technical Support via My Kaspersky Account. You will be able to attach files by two methods:

      • Upload of your files directly from this web-form: you can attach the necessary files to the message using this web-form.
      • Upload your files on Kaspersky Lab's FTP server manually: you can attach the necessary files to your message by uploading them on the Kaspersky Lab's FTP server in the folder with the name of your request number.
     
     
     
     
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