Kaspersky Anti-Virus 2012

	Useful references
	How to upload a file using FTP when I create a request to Kaspersky Lab Technical Support?

Applies to

After 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.

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:

Step 1. Select the Complete memory dump type

1. in the left lower part of the screen, click Start
2. right-click My computer icon
3. select Properties 

4. in the left part of the System window, click the Advanced link
5. in the System properties window on the Advanced tab in the Startup and Recovery section, click the Settings button
6. in the Startup and Recovery window in the Write debugging information section, select Complete memory dump
7. click OK to close each window.

What to do if the Complete memory dump type is unavailable

If you cannot select the Complete memory dump type, do the following:

1. At the bottom of the screen click the Start button.
2. In the search field enter msconfig and on the keyboard press the Enter key.

3. In the System Configuration widow go to the Boot tab and click the Advanced options button.

4. In the BOOT Advanced Options window check the Maximum memory option. Enter the value less than 2000 (for example 1900).

5. To save the changes, click the OK buttons in the BOOT Advanced Options and in the System Configuration windows.
6. Restart your computer.
7. Select the Complete memory dump type.

Step 2. Select a folder to save a dump file

By default, this file will be created by the operating system in its own folder in MEMORY.DMP file.

You can specify any folder to save a dump file in the Dump file field located in the Write debugging information section of the Startup and Recovery window.

Step 3. Get complete memory dump

1. enable the option of creating complete memory dump files by pressing the key combination right Ctrl+Scroll Lock+Scroll Lock. To do so, perform the following actions:
• download and unpack the archive Manual_Dump_ps2.zip or Manual_Dump_usb.zip:
• for PS/2 keyboards: Manual_Dump_ps2.zip
• for USB keyboards: Manual_Dump_usb.zip. Only for OS Windows Vista SP1 (with the update installed http://support.microsoft.com/kb/971284/), Windows Vista SP2, Windows 7!
• run the file ManualDump_ON.reg
• click the OK button in the dialog window that will open
2. restart your computer or reconnect your keyboard
3. reproduce the problem once again
4. keeping pressed the right Ctrl key double-press the Scroll key on the keyboard
5. wait until the dump file is created and the system starts in the standard mode
6. make sure that the dump file is successfully created
7. disable the option of creating dump files by pressing the key combination right Ctrl+Scroll Lock+Scroll Lock. To do so, run the file ManualDump_OFF.reg from the downloaded archive
8. click the OK button in the dialog window that will open
9. restart your computer.

Step 4. Create a request to Kaspersky Lab Technical Support

Perform the following actions:

• 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 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.