Kaspersky Anti-Virus 5.0 for Windows Workstations MP5 (builds 5.0.676 - 5.0.712)

	Useful links
	How to get Complete memory dump when system hangs How to get dumps of Dr. Watson program? How to get Complete memory dump under Windows XP How to get GetSystemInfo utility report remotely

After the installation of Kaspersky Anti-Virus, Windows may "blue screen" or freeze, e.g. while the computer is being started or if some task is being executed. It might be a conflict either with your computer software or with some drivers and Kaspersky Anti-Virus. If such a problem arises, Kaspersky Lab Technical Support should receive a report file of GetSystemInfo utility. 

To donwload correct version of the utility GetSystemInfo choose the OS installed on the computer with the problem:

• Windows Server 2008 | 2003 Server | Vista | XP Professional | 7 
• 2000 Workstations | 2000 Server |  NT |  ME |  98

How to get report of GetSystemInfo utility under Windows XP, Vista, 7, 2003 Server and 2008 Server: 

• Download the archive GetSystemInfo4.zip [ZIP, 400KB] from the Kaspersky Lab server  (getsysteminfo4.exe [EXE, 461KB] to download non archived utility)
• Unpack the archive GetSystemInfo4.zip 
• run GetSystemInfo.exe on the computers with the problem 
• click the button Create report in the right part of the main window 

• wait until the utility work is over
• click OK to confirm creation of a utility report

Attach the created file (with the default name GetSystemInfo_<USER>_YYYY_MM_DD.zip) to the HelpDesk form.

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How to get report of GetSystemInfo utility under Windows 98, ME, NT, 2000 and 2000 Server:

• download GetSysteminfo.zip [ZIP, 144KB] utility from our server
• run GetSysteminfo.exe on the computer where you have the problem
• click the Save button in the open window
  
  
  
  
• wait till the end of utility work process

Attach this file with the default name sysinfo.txt to the HelpDesk form with the description of the installation problem.
The GetSystemInfo utility can be launched from the command line with the following keys:

/s – this key launches the GetSystemInfo utility in “silent mode”: in this case the process of report creation is not displayed on the screen.

/r=[path and/or name of the report file] – the key launches the utility and allows to specify the folder in which the final report file will be saved, and to define the file name (if the name is not defined yet) (e.g. getsysteminfo.exe /r=c:\report.txt, the report file will be created in the root directory of the disk C with the name report.txt).

/NB – this key is used together with the key /r. if these keys are used the name of the final report file will contain NetBIOS of your computer (e.g. getsysteminfo.exe /r=c:\ /NB , as a result the report file of the utility will be created in the root directory of the disk C with the name of the kind [NetBIOS computer name].txt)

/IP - this key is used together with the key /r. if these keys are used the name of the final report file will contain the IP-address of your computer (e.g. getsysteminfo.exe /r=c:\ /IP, as a result the report file of the utility will be created in the root directory of the disk C with the name of the kind [IP address of your computer].txt)

If in Kaspersky Anti-Virus 6.0/Kaspersky Internet Security 6.0 for the Proactive defense component the Enable Registry Guard module is enabled, the following message may be displayed when the GetSystemInfo utility is in progress:


Click the Allow button.

If in Kaspersky Anti-Virus version 7.0 Application Activity analyzer is enabled for the Proactive Defense component the following message might be displayed during work of the GetSystemInfo utility:



In this case activate the option Apply to all and click the Skip button.

In the web-form HelpDesk do not forget to give detailed description of the problem, actions to be taken in order to reproduce the problem.

in the HelpDesk form give the detailed description of your problem and the actions to perform to reproduce the problem.

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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