Kaspersky Anti-Virus 6.0 SOS

	Useful links
	How to get Complete memory dump under Windows XP How to get dumps of Dr. Watson program? How to create a report file using GetSysteminfo utility

After the installation of Kaspersky Anti-Virus, the OS may hang, e.g. during computer start or a task execution. Kaspersky Anti-Virus 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.

In the message give detailed description of your problem and actions needed to reproduce the problem.

How to get complete memory dump:

This method is only available for PS/2 keyboards and under Windows XP. You can find more detailed instructions how to create a dump when Windows Vista stops responding in the Microsoft site bookmarked as: http://support.microsoft.com/kb/244139/en-us

By default the operating system creates a small memory dump that is not enough to find out the reason of the failure, a complete memory dump is necessary for it. Configure it the following way: 

• right-click My computer icon and select Properties >Advanced > Start-up and Recovery > Settings > Write debugging information > Complete memory dump

In the same window you can choose the folder into which the generated dump will be saved. By default this file is saved by the OS into its own folder in the MEMORY.DMP file. You can specify any directory name in the attached field.

• download and unpack the archive Manual_Dump.zip 
• run the file ManualDump_ON.reg – the registry key enables the option of push creation of the complete memory dump using the keys combination Ctrl+Scroll+Scroll 
• click OK in the open dialog window 
• reboot your PC 
• reproduce the problem once again 
• double-press the Scroll button on the keyboard and keep pressing the right Ctrl button at the same button 
• wait till the dump is created and reboot the system in normal mode 
• make sure the complete memory dump file has been created successfully 
• 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 Ctrl+Scroll+Scroll 
• click OK in the open dialog window
• reboot your PC 

In order to get a complete memory dump from computers that have 4 GB RAM or more, it is necessary to use the /MAXMEM switch in the Boot.ini file. To successfully create a memory dump, one of the page files on the system partition must still be 1 MB larger than the amount of RAM installed in the computer. More detailed information you can find in the article 108393 in the Microsoft Knowledge Base.

• attach information of the file completion to the HelpDesk form (the list of the necessary information is given at the beginning of the article)

After you have filled in the HelpDesk form, you can choose one of three variants how to attach a file to the form:

• Upload of your files directly from this web-form: you can attach the necessary files to the message using this web-form. 
• Send e-mail message with attached files: you can attach the necessary files by sending them to the address in e-mail form. 
• 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 can be zipped up and that will reduce the size of the file you need to upload to Kaspersky Lab's ftp resource.