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.
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.
How to get a dump file of the Dr. Watson program?
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