Kaspersky Anti-Virus 6.0 SOS

Applies to all Kaspersky Lab products for Windows Vista OS

After 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 if OS hangs:

This method is only available for PS/2 keyboards.

• right-click My computer icon and select Properties
  
  
  




• select Advanced system settings task on the left
• in the User account control window click Continue
• in the System properties menu open the tab Advanced, find Setup and Recovery section and click Settings
• in the next window find Write debugging information section and select Complete memory dump in the drop-down list
• click Ok twice to accept changes
• close all windows

In the Write debugging information section you can also specify the folder into which the generated dump file will be saved. By default this file is saved by the OS into its own folder under MEMORY.DMP name.

• 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 Ctrl+Scroll+Scroll key combination
• click OK in the open dialog window
• reboot your PC
• reproduce the problem once again
• double-press Scroll button on the keyboard while pressing the right Ctrl button
• wait till the dump is created and reboot the system in standard 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 Ctrl+Scroll+Scroll key combination
• click OK in the open dialog window
• reboot your PC
• fill in the HelpDesk form with the information necessary to begin troubleshooting (the list of the necessary information is given at the beginning of the article) and attach the created file to the HelpDesk form

After you have filled in the HelpDesk form, you have two variants how to attach a file to the form:

• Upload your files directly through this web-form: you can attach the necessary files to the message using this web-form
• Upload your files to Kaspersky Lab's FTP server manually: you can attach the necessary files to your message by uploading them to the Kaspersky Lab's FTP server into 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.