The article is not applicable to Windows Vista SP1 and earlier.

Sometimes, after installing a Kaspersky Lab application, the operating system may stop responding. These issues might occur when starting up your computer or running a task. It may be caused by the conflict between Kaspersky Lab applications and other applications or drivers installed on your computer.

If such an issue occurs:

  1. Enable writing of a full memory dump.
  2. Get a full memory dump.
  3. Send the dump file to Kaspersky Lab technical support.


How to enable writing of a full memory dump

  1. Free at least 25 GB on a system drive (usually, disk C:\). By default, the dump file is created in the Windows folder of the system drive under the name MEMORY.DMP.
  2. Press Win+E on the keyboard.
  3. Right-click This PC and select Properties in the shortcut menu.

Opening system properties

  1. Select Advanced system settings.

Opening advanced system settings

  1. In the Startup and recovery section, click Settings.

Opening startup and recovery settings

  1. In the Write debugging information section, select from the drop-down menu.
  2. Click OK.

Full memory dump writing settings

  1. Click OK.

Adjusting full memory dump writing settings

  1. Click OK.

Applying new system settings

  1. Click Restart now.

Restarting the computer

Writing of a full memory dump has been set up.


How to get a full memory dump

  1. Allow manual start of dump collection:
    1. Download the ManualDump.zip archive and extract the files from it.
    2. Run the ManualDump_ON.reg file.
    3. Click OK.
  2. Restart your PC.
  3. Check if memory dump collection is enabled:
    1. Press and hold Right Ctrl on your keyboard.
    2. Press Scroll Lock twice on your keyboard. The system will show you the blue screen.
    3. Click OK.
  4. Reproduce the issue and repeat step 3 to collect the dump file.
  5. Wait until the dump is collected and the system restarts in a regular mode.
  6. Check if the dump file was created successfully. Open the properties of the C:\Windows\MEMORY.DMP and check the date it was changed. The date must be current.
  7. Disable dump collection. Run the ManualDump_OFF.reg from the downloaded archive.
  8. In the dialog window, click OK.
  9. Restart your PC.
The dump file has been created.

Discover More help  How to activate Kaspersky Internet Security 2018

How to send the dump file to Kaspersky technical support

  1. Add the file to an archive. See this article for instructions.
  2. Submit a request to Kaspersky technical support by choosing the topic and filling out the form.Attach the archive with a dump file to your request.

Source : Official Kaspersky Brand
Editor by : BEST Antivirus KBS Team

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