After the installation of a Kaspersky Lab product, Windows operating system may stop responding or return a stop error while the computer is being started or when some task is being executed. It might be caused by incompatibility of software or drivers installed on your computer with the chosen Kaspersky Lab product. If you encounter an issue of this type, send a request to Kaspersky Lab Technical Support with a Get System Info report file.
Please note: if the technical engineer didn't specify the type of the report, you should get a standard report.
Run Get System Info from the command line with one of the following parameters:
Sometimes Kaspersky Lab support engineers ask customers to send screenshots (for example, with the error or product settings window) so that they can solve the customers' issues.
Click on your operating system type to expand the detailed guide:
On some keyboards, the button may be named Prt Sc SysRq, Prt Scr SysRq, or another shortening of the same sort.
If there is no Print Screen button on your keyboard, use the on-screen keyboard which can be found in the Ease of Access Center section of the Control Panel.
To take a screenshot of the whole screen:
To take a screenshot of a specific menu:
The images you have taken will be available in Gallery.
If this method did not work, please contact the technical support of your device.
The images you have taken will be available in Photos.
The Temp directory is a folder used to store temporary files. When a program ends, the temporary files are deleted. However, sometimes these files are not deleted, for example, when a program is exited improperly. Cleaning, or deleting, the contents of the Temp directory frees up space on your hard disk.
In order to delete all files from the Temp directory and to free up space on the hard drive, perform the following actions:
The folder containing temporary files has been deleted.
Kaspersky Lab’s Maintenance Service Agreement (MSA) options provide superior support for all of your security needs.
Protect your business with world-class assistance from our local team of certified engineers.
Select plans include:
Designed for smaller organizations that want additional help beyond standard break/fix support, as well as access to senior technical support resources.
Designed for growing businesses that need fast access to senior technical resources and would benefit from deployment, configuration, migration and best practices assistance.
Designed for organizations that require 24x7 support availability for critical issues, with direct access to senior technical engineers.
Designed for large enterprises with complex environments that require dedicated, personalized, proactive support around the clock.
*Premium Incidents: More extensive than standard issues, premium incidents often require a walk through, a review of best practices or an advanced guided explanation.
**Break/Fix Incidents: Software errors or malfunctions, or software that is not working as documented.
After the installation of a Kaspersky Lab product, Windows XP may stop unexpectedly and error message may appear on a blue screen. There might be a conflict either with your computer software or with some drivers and Kaspersky Lab product. If such a problem arises, Kaspersky Lab Technical Support will need to examine a complete memory dump file from your computer. To get the complete memory dump, follow the steps below.
To select the dump type, do the following:
By default, this file is created in a separate folder under the name MEMORY.DMP.
25 GB of free disk space or more are necessary to successfully save the complete memory dump upon the system returning a stop error.
You can specify a different location to save the created dump. Do the following:
Create a request to Kaspersky Lab Technical Support via My Kaspersky Account. Attach the created memory dump to your request.
Read FAQ for My Kaspersky Account to find detailed instructions on how to work with the service.
How to get dump of AVP.EXE process for 2009/2010 products and for Kaspersky PURE/ PURE R2
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