Kaspersky Anti-Virus 6.0 SOS

	Useful links
	How to get Complete memory dump when system hangs Program generates an error message How to create a report file using GetSysteminfo utility

Once Kaspersky Anti-Virus version 6.0 is installed there may occur situations when Kaspersky Anti-Virus “crashes” or “freezes”, for example when starting the computer or a task. In this case Kaspersky Anti-Virus version 6.0 may conflict with other software installed on your PC or with other drivers.

For Kaspersky Anti-Virus 6.0, Kaspersky Anti-Virus 6.0 MP1, Kaspersky Internet Security 6.0, Kaspersky Internet Security 6.0 MP1, Kaspersky Anti-Virus 6.0 for Windows Workstations and Kaspersky Anti-Virus for Windows Servers 6.0 the dump file is saved in a folder which resides on a higher hierarchical level of a setup folder. For example, if Kaspersky Anti-Virus version 6.0 is installed on your PC into a default folder, then the product dump file is saved to the directory C:\Program Files\Kaspersky Lab.

If Kaspersky Anti-Virus 6.0 MP2 or Kaspersky Internet Security 6.0 MP2 is installed on your PC, in this case the dump file will be saved in the following folder: 

• in OS Windows Vista – in the folder C:\ProgramData\Kaspersky Lab\AVP6 
• in OS Windows XP – in the folder C:\Documents and Settings\All Users\Application Data\Kaspersky Lab\AVP6
• in OS Windows 2000 – in the folder C:\Documents and Settings\All Users\WINNT\Application Data\Kaspersky Lab\AVP6 
• in OS Windows NT – in the folder C:\WINNT\Profiles\All Users\Application Data\Kaspersky Lab\AVP6 
• in OS’s Windows 98 and Windows ME – in the folder C:\WINDOWS\All Users\Application Data\Kaspersky Lab\AVP6

In OS’s Windows Vista, Windows XP and Windows 2000 the folders into which the tracing files are saved are hidden. In order to get access to hidden folders, do the following: 

• Go to Start > Control Panel 
• In the Control Panel window select Folder Options 
• In the Folder Options window go to the View tab 
• In the Advanced settings field find and check the item Show hidden files and folders 
• Click OK 
• Minimize the Folder Options window

1. Disable program self-defense 

• Open the main application window of Kaspersky Anti-Virus version 6.0
• Go to Settings > Service 
• In the right part of the Settings window in the Self-defense section uncheck Enable Self-Defense 
• Click OK 
• Minimize the main application window of Kaspersky Anti-Virus version 6.0

2. Reproduce the problem once again

3. Get dump of the AVP.EXE process 

• On the keyboard push simultaneously Ctrl, Shift and Esc 
• In Windows Task Manager choose View > Select Columns 
• In the Select columns window check PID (Process identifier) 
• Click OK 
• In the list of processes find AVP.EXE which runs under the SYSTEM account 
• In the PID column find and remember PID of AVP.EXE 
• Close Windows Task Manager 

• Go to Start > Run 
• In the Run field enter the command: "< full path to file userdump.exe>" PID <fullpath to dump target file>. Example, if Kaspersky Anti-Virus 6.0 is installed on your PC to a default folder, then the command syntax is the following:

The file userdump.exe resides in the Kaspersky Anti-Virus setup folder:

"C:\Program Files\Kaspersky Lab\Kaspersky Anti-Virus 6.0\userdump.exe" 1156 c:\dump.dmp

Where: 

• C:\Program Files\Kaspersky Lab\Kaspersky Anti-Virus 6.0\userdump.exe – is a full path to the userdump.exe file
• 1156 – is PID of AVP.EXE, run under the SYSTEM account 
• c:\dump.dmp – is a full path and file name into which dump of AVP.EXE will be saved. 

• Enter the information with the detailed description of the problem and attach the created file to the HelpDesk Form.

The created file of complete memory dump can be added to archive, to lessen its size. Upload the file to ftp resource of Kaspersky Lab

After you have filled in the HelpDesk Form, you can choose one variant 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. 
• 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 dialog windows of Kaspersky Anti-Virus 6.0, Kaspersky Anti-Virus 6.0 MP1, Kaspersky Internet Security 6.0, Kaspersky Internet Security 6.0 MP1, Kaspersky Anti-Virus 6.0 for Windows Workstations, Kaspersky Anti-Virus 6.0 SOS and Kaspersky Anti-Virus 6.0 for Windows Servers are the same but with corresponding product names and the number of Protection components.