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 create a report file using GetSysteminfo utility How to get trace files of Kaspersky Anti-Virus 5.0 Personal/Personal PRO/ for Windows Workstations How to get trace files of Kaspersky Anti-Virus 5.0 for Windows File Servers

After the installation of Kaspersky Anti-Virus, Windows XP may "blue screen", 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 full memory dump file.

In the message describe your problem in details and the necessary actions to reproduce the problem.

How to get complete memory dump:

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

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

In the same section choose the folder where the created dump will be created. By default this file will be created by the operating system in its own folder in MEMORY.DMP file. You can choose any folder name in the attached field.

• reproduce the problem once again
• make sure the complete memory dump file has been created successfully

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 the 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.
• 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 site.