After the installation of a Kaspersky Lab product, Windows Vista 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 memory dump file, follow the steps below.
In some cases, the feature of writing a complete memory dump in Windows Vista cannot be enabled until you limit the amount of physical memory used by the operating system. Follow these steps to do it:
You can open the msconfig system utility in an alternate way: use the shortcut Windows + R (to do this, press and hold the Windows key on your keyboard, and press the R key at the same time). In the Run dialog box, enter the command msconfig, then click OK.
When you are done collecting dump files, make sure to return to Step 6 of the instruction above and deselect the check box Maximum memory.
By default, the operating system creates a kernel memory dump which is not enough to find out the reason for the failure. In this case a complete memory dump is necessary. You can get complete memory dump the following way:
In the Write debugging information section in the Dump file field you can choose the folder where the created dump should be saved. By default, the dump file is created by the operating system in its own folder in the MEMORY.DMP file. 25 GB of free space on the disk or more are necessary to successfully save the complete memory dump upon the system crash.
Archive the compete memory dump file (it is normally located in the folder C:\Windows) using the standard Windows tool or WinZip.
Send a request to Kaspersky Lab technical support via the My Kaspersky Account service. Attach the archive to your request. In the request, provide a detailed description of the problem and the actions thst should be performed to reproduce the problem.
Please note. If the size of your archive exceeds 1200 MB, use a file-sharing service and provide us with the download link.
For more information on how to use Kaspersky My Account, please refer to the respective FAQ page.
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