Support: Generate a complete memory dump in Windows

Support: Generate a kernel memory dump in Windows

Instructions on how to generate a kernel memory dump in Windows if requested by Avast Support.

How to generate a kernel memory dump in Windows

In some cases, other programs or services running on your computer can conflict with Avast software and cause your 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.

Generating a kernel memory dump in Windows

  1. Log in to Windows as an Administrator, or as a user with administrator permissions.
  2. Download avkb59.zip.
  3. Open and run the contained file KernelCrashOnCtrlScroll.reg to apply necessary changes to 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 C:\Windows\MEMORY.DMP by default, and provide it to Avast Support via the Avast FTP server.
  1. Log into Windows as an Administrator, or as a user with administrator permissions. If you forgot your password, refer to the instructions on Microsoft's website for your version of Windows:
    Instructions on how to recover a lost or forgotten password on Windows XP are no longer available on the Microsoft support page.
  2. Download the file avkb59.zip and click Open in the window that appears.
  3. Download the file avkb59.zip, select Open with in the window that appears, then click OK.
  4. Download the file avkb59.zip. At the bottom of your broswer, click the arrow next to the file name and select Open.
  5. Download the file avkb59.zip and click Open.
  6. Double-click the folder avkb59, then double-click the KernelCrashOnCtrlScroll.reg file and select Run.
  7. When prompted, click Yes to allow the application to make changes to your PC.
  8. Click Yes and OK to apply necessary changes to your Windows registry.
  9. Restart your computer, log in to Windows with administrator permissions, and wait until the system or program freezes again.
  10. Manually force a Windows crash by holding down the right Ctrl key and pressing the Scroll Lock key twice (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.)
  11. A blue screen (BSOD) appears. The system generates a memory dump (progress is indicated in percentage) and restarts automatically.
    If your computer does not restart automatically, restart your computer manually by pressing the Reset or Power button.
  12. Log into Windows with administrator permissions and locate the MEMORY.DMP file in the Windows folder (C:\Windows\MEMORY.DMP by default) and provide it to Avast Support by following the instructions in the article below:
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:
  • All available Avast products for Windows
  • Microsoft Windows 10
  • 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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