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Concerning to Kaspersky Lab products for Windows
Sometimes installation of Kaspersky Lab products under MicroSoft Windows operating systems may cause Kaspersky Lab products, as well as other application on your computer crash. In this case to know the reasons of the crash send the following data to Kaspersky Lab Tech Support: detailed description of the problem, GetSystemInfo utility report, complete memory dump during the crash. If the crash occured when a task was being executed, get a tracing file of the task component of Kaspersky Anti-Virus 5.0 Personal/Personal PRO, Kaspersky Anti-Virus 5.0 for Win Workstations, Kaspersky Antivirus 6.0, Kaspersky Antivirus 6.0 MP1, Kaspersky Internet Security 6.0, Kaspersky Internet Security 6.0 MP1, Kaspersky Antivirus 6.0 for Windows Workstations or Kaspersky Antivirus 6.0 for Windows Servers. In other cases Kaspersky Lab Tech Support experts need to get from you detailed description of the problem, GetSystemInfo utility report and file dump, created by Dr.Watson program.
To get a dump file from Dr.Watson program, do the following:
- Go to Start > Run
- In the open box enter: drwtsn32 –i
- Press OK
- Make sure the program is registered – notification about a successful registration of Dr.Watson as a default debugger is displayed
- Go to Start > Run > enter drwtsn32 > press OK
In the Dr. Watson settings window make the following changes:
- In the Log File Path section select a folder where the log file is saved, e.g. a drwtsn folder (you can create a folder when selecting it)
- In the Crash Dump section select the same folder where the log file is saved
- In the Crash Dump Type section select Full
- Press OK
- Reproduce the problem once again
- Make sure that a complete memory dump has been created successfully.
- Attach the information necessary to start working with the problem (the list of all the necessary data is at the beginning of the article) to the HelpDesk form
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 After you have filled in the HelpDesk form, you can choose one of three variants how to attach a file to the form:
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Upload of your files directly from this web-form: you can attach the necessary files to the message using this web-form.
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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 created file of complete memory dump can be zipped, to lessen its size. Upload the file to ftp resource of Kaspersky Lab
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2009 Sep 04 13:21
