Kaspersky Internet Security 2012

Applies to all Kaspersky Lab products running under Windows XP

After the installation of a Kaspersky Lab product, the OS may "bluescreen" (Blue Screen of Death, BSOD), e.g. during computer start or a task execution. The anti-virus software 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 crashes.

By default the operating system creates the kernel memory dump. This dump, however, is not sufficient to know the causes of “crash”. 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 the Run menu point.

     

   • In the Run window enter msconfig in the Open field.
   • Click the OK button.

   

   or

   • On the keyboard simultaneously press the keys "Windows" + "R"
   • In the Run window enter msconfig in the Open field.
   • Click the OK button.
2. In the System Configuration Utility window go to the BOOT.INI tab.
3. On the BOOT.INI tab click the Advanced Options button.

   

4. In the Advanced Options window in the /MAXMEM field enter 2046 and click OK.

   

5. In the System Configuration Utility window click the Apply button and then click Close.
6. In the System Configuration Utility window click the Restart button, 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 specify a different location to save the created dump the following way:

1. In the Startup and Recovery window in the Write debugging information section in the Dump file field browse a different folder into which to save the created file.
2. In the Startup and Recovery window click the OK button.
3. In the System Configuration Utility window click the OK button.

Step 3. Get complete memory dump

1. Reproduce the problem which caused crash.
2. Make sure that the dump file has been successfully created. 

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.

	Useful references
	How to get a Complete memory dump when system hangs How to get dump of AVP.EXE process for 2009/2010 products and for Kaspersky PURE/ PURE R2 How to upload a file using FTP when I create a request to Kaspersky Lab Technical Support?