Support: Generate a kernel memory dump in Windows

Generating a kernel memory dump in Windows

In some cases, other programs or services running on your computer can conflict with Avast software and cause system or programs to freeze, or slow down significantly. When contacting Avast Support with this kind of issue, you may be asked for a kernel memory dump from your computer, i.e. all the memory in use by the kernel written to a log file. Please note that this procedure works only on systems which are not frozen permanently.

How to generate a kernel memory dump in Windows

Follow these troubleshooting steps (Quick steps):

  1. Log on to Windows as Administrator, or as a user with administrator permissions.

  2. Download avkb59.zip.

  3. Unzip and run the contained file KernelCrashOnCtrlScroll.reg to apply necessary changes in your Windows registry.

  4. Restart your computer and wait until the system or program freezes or slows down. At that moment, force a Windows crash by holding down the right Ctrl key and pressing the Scroll Lock key twice.

  5. A blue screen (BSOD) appears. Windows generates a memory dump and restarts your computer automatically.

  6. Locate the file MEMORY.DMP in the Windows folder, i.e.  C:\Windows\MEMORY.DMP by default, and provide it to Avast Support via the Avast FTP server.


Detailed steps

If you have any issue with the procedure as described above, please read these detailed steps:

  1. Log on to Windows as Administrator, or as a user with administrator permissions. If you forgot your password, refer to the instructions on Microsoft's website:

    Windows 8 / 8.1 | Windows 7 | Windows Vista | Windows XP

  2. Download the file avkb59.zip to a location where you can easily find it, such as your Windows Desktop.
    Figure I.

  3. Right-click the downloaded file avkb59.zip, select Extract All... from the context menu, and specify a location where you can easily find the unzipped file, such as your Windows Desktop.
    Figure II.

  4. Double-click the unzipped KernelCrashOnCtrlScroll.reg file. Click Run in the displayed Security Warning dialog,
    Figure III.

    ...and then click Yes to apply necessary changes into your Windows registry.
    Figure IV.

  5. Restart your computer, log on to your Windows with administrator permissions once again, and wait until the system or program freezes again.

  6. Then manually force a Windows crash by holding down the right Ctrl key and pressing the Scroll Lock key twice (i.e. right Ctrl + 2x Scroll Lock - The Ctrl key is found under the Shift key. The Scroll Lock key is found in the top right corner of the keyboard.).

  7. A blue screen (BSOD) appears. Wait while your system generates a memory dump (progess is indicated in percentage). Afterwards your computer should restart automatically -- if not, restart you computer manually by pressing the Reset or Power button.
    Figure V.

  8. Once your computer has restarted, log on to your Windows with administrator permissions and locate the file MEMORY.DMP in the Windows folder, by default:

     C:\Windows\MEMORY.DMP 

    ...and provide it to Avast Support by following the instructions in this article:

Note:
For more details about this troubleshooting procedure and registry entries contained within the KernelCrashOnCtrlScroll.reg file, please read the following article on Microsoft's website:

Conditions

All available Avast products for Windows

Operating systems:


Microsoft Windows 8.1 / Pro / Enterprise
Microsoft Windows 8 / Pro / Enterprise
Microsoft Windows 7 Home Basic / Home Premium / Professional / Enterprise / Ultimate
Microsoft Windows Vista Home Basic / Home Premium / Business / Enterprise / Ultimate
Microsoft Windows XP Home / Professional / Media Center Edition

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