Applies to all Kaspersky Lab products for Windows 7 OS
After the installation of a Kaspersky Lab product, Windows 7 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. If such a problem arises, then in order to rectify the problem, Kaspersky Lab Technical Support should receive a full memory dump file.
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
- click Start in the left lower corner of the screen
- right-click the Computer item and then select Properties from the context menu that will open
- in the left menu of the window that will open click Advanced system settings
- in the System Properties window on the Advanced tab in the Startup and Recovery section, click the Settings... button
- in the Startup and Recovery window in the Write debugging information section, select Complete memory dump from the drop-down menu
- click the OK button
If the Complete memory dump variant is unavailable in the Write debugging information section, perform the following actions:
- run the msconfig utility:
- in the left lower part of the screen, click the Start button
- select the Computer item
- in the address line, enter msconfig and press Enter
go to the Boot tab in the System Configuration window and then click the Advanced options... button
check Maximum memory and specify the 2046 value
click the OK button
click the OK button in the System Configuration window
in the System Configuration dialog window that will open, click the Restart button to apply the changes. Before restarting your operating system, save all open files and close all run applications.
wait until your operating system restarts.
- press simultaneously the buttons Windows and R on the keyboard
- in the Open field of the Run window enter msconfig and then click the OK button
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
- 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:
restart your computer or reconnect your keyboard
reproduce the problem once again
keeping pressed the right Ctrl key double-press the Scroll key on the keyboard
wait until the dump file is created and the system starts in the standard mode
make sure that the dump file is successfully created
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
click the OK button in the dialog window that will open
restart your computer.
- download and unpack the archive Manual_Dump_ps2.zip or Manual_Dump_usb.zip:
- run the file ManualDump_ON.reg
- click the OK button in the dialog window that will open
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 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.