Note: this utility is not product specific.
After the installation of a Kaspersky Lab product, Windows may "blue screen" or freeze, e.g. while the computer is being started or if some task is being executed. It might be a conflict either with your computer software or with some drivers and a Kaspersky Lab product If such a problem arises, Kaspersky Lab Technical Support should receive a report file of GetSystemInfo utility.
The file is saved to the Desktop.
See how to open Desktop:
If you downloaded and saved an executable file
, then on the problem computer:
If you downloaded and saved the archive
A web page with your GetSystemInfo report will open in your default web browser.
You can add a report address to any text file by pressing the keys Ctrl+V.
Before sending the created report to Kaspersky Lab for analysis, you need to find it on your computer.
If you did not change the file location when creating a report, then the file is saved on the Desktop.
If you changed the file location (by clicking browse), then the file is saved into the specified folder.
Open the folder where you saved the file and check if the file resides in the folder.
How to register in My Kaspersky Account?
Also you can find detailed instructions on how to make a screenshot on the official web site of Microsoft technical support service:
Send a request to Kaspersky Lab Technical Support via My Kaspersky Account. Attach the received screenshot to your request.
See how to manage My Kaspersky Account in FAQ for My Kaspersky Account.
How to get a Complete memory dump when system hangsHow to register in My Kaspersky Account?
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.
After the installation of a Kaspersky Lab product, the OS may "bluescreen" (Blue Screen of Death, BSOD), e.g. during computer start or a task execution. The anti-virus software might conflict either with your computer software or some drivers. If such a problem arises, Kaspersky Lab Technical Support should get a complete memory dump file generated when the OS crashes. By default the operating system creates the kernel memory dump. This dump, however, is not sufficient to know the causes of “crash”. Kaspersky Lab experts may need full memory dump.
To get a full memory dump at the Windows XP hanging, perform the following actions:
In order to select the dump type, perform the following actions:
By default the memory dump is saved by the operating system to a file MEMORY.DMP. 25 GB of free space on the disk or more are necessary to successfully save the complete memory dump upon the system crash.
You can specify a different location to save the created dump the following way:
Create a request to Kaspersky Lab Technical Support via My Kaspersky Account. Describe your problem in all details and attach the created dump file.
You can find detailed instructions on how to work with the service in FAQ for My Kaspersky Account.
How to get a Complete memory dump when system hangsHow to get dump of AVP.EXE process for 2009/2010 products and for Kaspersky PURE/ PURE R2
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