Concerning to:Kaspersky Internet Security (all versions)
Kaspersky Anti-Virus (all versions)
After the installation of Kaspersky Anti-Virus / Kaspersky Internet Security, Windows Vista may "blue screen", 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 Kaspersky Anti-Virus / Kaspersky Internet Security.
If such a problem arises, Kaspersky Lab Technical Support should receive a full memory dump file. In the message describe your problem in details and how to reproduce the problem.
How to get complete memory dump:
By default the operating system creates a small memory dump that is not enough to find out the reason for the failure, a complete memory dump is necessary for it. Configure it the following way:
- Go to Start > right-click My computer icon and select Properties
- In the open window click the Advanced link > Settings > Start-up and Recovery > Settings > Write debugging information > Complete memory dump
- Click OK to close each window
In the same section choose the folder where the created dump will be created. By default this file will be created by the operating system in its own folder in MEMORY.DMP file. You can choose any folder name in the attached field.
- Reproduce the problem once again
- Make sure the complete memory dump file has been created successfully
- Create a request to Kaspersky Lab Technical Support via My Kaspersky Account. Attach the created files. 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 by clicking the Browse button.
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.
The memory dump file you generated may be archived and that will greatly reduce the size of the file you need to upload to Kaspersky Lab's FTP resource.