Kaspersky Anti-Virus 2012

	Useful links
	How to generate a complete memory dump in case of a Windows XP crash How to get dumps of Dr. Watson program? How to generate a GetSystemInfo version 3.0 report How to upload a file using FTP when I create a request to Kaspersky Lab Technical Support?

After the installation of a Kaspersky Lab product, the OS may hang, e.g. during computer start or a task execution. A Kaspersky Lab product 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 hangs.

By default the operating system creates the kernel memory dump. This dump, however, is not sufficient to know the causes of “hanging”. Kaspersky Lab experts may need full memory dump. To get a full memory dump at the Windows XP hanging, perform the following actions:

Step 1. Select a “Complete” memory dump:

1. At the bottom right corner of the screen click Start.
2. Right-click My Computer and in the context menu select Properties.

3. In the System Properties window go to the Advanced tab.
4. In the Startup and Recovery section click the Settings button.

5. In the Startup and Recovery window in the Write debugging information section in the drop-down menu select Complete memory dump.
6. Click the OK button.

7. In the System Properties window click the OK button.

If the Complete memory dump variant is missing in the Startup and Recovery section, perform the following actions:

1. Launch the msconfig utility:
   • At the bottom left corner of the screen click the Start button.
   • In the Start menu left-click Run.
   • In the Run window in the Open field enter msconfig.
   • Click the OK button.

   Or

   • On the keyboard simultaneously press the keys "Windows" + "R"
   • In the Run window in the Open field enter msconfig.
   • Click the OK button.
2. Press Enter on the keyboard.
3. In the System Configuration Utility window go to the BOOT.INI tab.
4. On the BOOT.INI tab click the Advanced Options button.
5. In the BOOT.INI Advanced Options winow in the  /MAXMEM field enter 2046 and click OK.
6. In the System Configuration Utility window click the Apply button and then click Close.
7. Restart your computer, for the made changes to take effect. Before restarting your computer, save all opened files and close all launched programs.

Step 2. Select a target folder to save memory dump

By default the memory dump is saved by the operating system to a file MEMORY.DMP. You can select a different location where the created dump should be saved. For tis, perform the following actions:

1. In the Startup and Recovery window in the Write debugging information section in the Small dump directory field select another destination folder for a dump.
2. In the Startup and Recovery window click the OK button.
3. In the System Properties window click the OK button.

Step 3. Get complete memory dump

In order to create a dump file, it is required to have a PS/2 keyboard connected to the computer. If you use an USB keyboard, you will not be able to create a dump file.

1. Enable the possibility of push creation of complete memory dump using the key combination right Ctrl + Scroll Lock + Scroll Lock. For this, perform the following actions:
• Download and unpack the archive Manual_Dump_ps2.zip
• Run the file ManualDump_ON.reg
• In the dialog window that appears click the OK button.
2. Re-connect your keyboard or restart your computer.
3. Reproduce the problem.
4. Double-press the Scroll button on the keyboard and keep pressing the right right Ctrl button at the same time.
5. Wait till the dump is created and reboot the system in normal mode
6. Make sure the complete memory dump file has been created successfully
7. Run the file ManualDump_OFF.reg from the archive Manual_Dump.zip - the registry key disables the option of push creation of the complete memory dump using the keys combination right Ctrl+Scroll+Scroll
8. Click OK in the open dialog window
9. Reboot your PC

Step 4. Create a request to Kaspersky Lab Technical Support

Create a request to Kaspersky Lab Technical Support via My Kaspersky Account. 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 using this web-form.
• Upload your files to Kaspersky Lab FTP server manually: you can attach the necessary files to your message by uploading them on the Kaspersky Lab FTP server in the folder with the name of your request number.

The created complete memory dump can be added to an archive; as a result the size of a file, that you will have to upload onto Kaspersky Lab ftp resource, will be considerably decreased.