- Log into Windows as an Administrator, or as a user with administrator permissions.
If you cannot remember your password, refer to the instructions on the Microsoft website for your version of Windows to recover or reset it:
- Download the avkb59.zip file and click Open in the window that appears.
- Download the avkb59.zip file, select Open with in the window that appears, then click OK.
- Download the avkb59.zip file and, at the bottom of your browser, click the arrow next to the file name and select Open.
- Download the avkb59.zip file and click Open.
- Double-click the avkb59 folder then double-click the
KernelCrashOnCtrlScroll.reg file and select Run.
- When prompted, click Yes to allow the application to make changes to your PC.
- Click Yes then OK to apply the necessary changes to your Windows registry.
- Restart your PC, log into Windows with administrator permissions, and wait until the system or program freezes again.
- Manually force a Windows crash (BSOD) by holding down the right Ctrl key and pressing the Scroll Lock key twice (right Ctrl + 2x Scroll Lock: You can find the Ctrl key under the Shift key, and the Scroll Lock key in the top-right corner of your keyboard). A blue screen (BSOD) appears. The system generates a memory dump (progress is indicated in percentage) and restarts automatically.
If your PC does not restart automatically, restart your PC manually by pressing the Reset or Power button.
- Log into Windows with administrator permissions and locate the
MEMORY.DMP file (in C:\Windows\MEMORY.DMP by default).
- Send the dump file to Avast Support via a support ticket (if the file is 5MB or less) or via the Avast FTP server (if the file is larger than 5MB). For instructions, refer to the following articles:
For more details about this troubleshooting procedure and the registry entries contained within the
KernelCrashOnCtrlScroll.reg file, read the following article on the Microsoft website: