Support: Forcing Windows to Generate a Complete Crash Dump

How to Force Windows to Generate a Complete Crash Dump

When you contact Avast Support to troubleshoot an issue related to Avast software that is causing your keyboard to be unresponsive, they may ask you to provide a log file containing the full content of your system memory. To do so, you will need to force Windows to generate a complete crash dump. Follow the steps in this article for further instructions.

Follow these steps only if you have been requested to do so by Avast Support because you are unable to resolve your unresponsive keyboard via the instructions in the following article:

Perform the following steps if you are required to send Avast Support a complete crash dump so that they can help you reactivate your unresponsive keyboard. Use your your PC's On-Screen Keyboard for any steps that require you to type. You can locate this keyboard in the Ease of Access section of Settings and on the login screen.

  1. Ensure that you are logged in to your PC with administrator permissions.
  2. Download the avkb37.zip file.
  3. Unzip the file, then open the enclosed FullCrashOnCtrlScroll.reg file to apply the necessary changes to your Windows registry.
  4. Restart your PC.
  5. Open the previously unzipped file (avkb37.zip), then unzip and run the osrbang.exe file which you can find in the ...AMD64\osrbang.exe folder for Windows 64-bit or the ...i386\osrbang.exe folder for Windows 32-bit.
  6. Click Crash Now to force a Windows crash.
    A blue screen (BSOD) appears, then Windows generates a crash dump and restarts your PC automatically.
  7. Locate the MEMORY.DMP file in your Windows folder (located at C:\Windows\MEMORY.DMP by default) and send it to Avast Support via the Avast FTP server.

After you provide the MEMORY.DMP file to Avast Support, they will give you further instructions to reactivate your keyboard. For steps to send this file to Avast Support, refer to the following article:

If you require further guidance in relation to these steps, refer to the Detailed Steps below.

Follow these steps to force Windows to generate a complete crash dump on your PC so that you can provide the related log file to Avast Support to further troubleshoot your inactive keyboard.

  1. Ensure that you are signed in to your PC with administrator permissions:
    • If you are, continue to step 2.
    • If you are not, right-click the Windows Start icon, select Shut down or sign out then select Sign out. On the login screen, click the Ease of access icon, then select On-Screen Keyboard. Use the keyboard that opens to type your Administrator credentials, and click the arrow to sign in.
    • If you are not, click your user name at the top-right of your screen, then click Sign out. On the login screen, click the Ease of access icon, then click On-Screen Keyboard. Use the keyboard that opens to type your Administrator credentials, and click the arrow to sign in.
    • If you are not, click the Windows Start icon, click the arrow next to Shut down, then click Log off. On the login screen, click the Ease of access icon, tick Type without the keyboard (On-Screen Keyboard) and click Apply. Use the keyboard that opens to type your Administrator credentials, and click the arrow to sign in.
    • If you are not, click the Windows Start icon, hover over the arrow, and select Log Off. On the login screen, click the Ease of access icon, then tick Type without the keyboard (On-Screen Keyboard). Use the keyboard that opens to type your Administrator credentials, and click the arrow to sign in.
    If you do not have administrator permissions and are unable to sign in to your PC as an Administrator, contact the Administrator of your PC.
  2. Download the avkb37.zip file and click Open. The file is automatically downloaded to your Downloads folder, then opens.
  3. Download the avkb37.zip file to a location where you can easily find it later such as your Windows desktop.
  4. Download the avkb37.zip file to a location where you can easily find it later such as your Windows desktop.
  5. Download the avkb37.zip file to a location where you can easily find it later such as your Windows desktop (use the Browse button to change the location if necessary).
  6. Right-click the downloaded file avkb37.zip, select Extract All..., specify a location where you can easily find the unzipped files (such as your Windows desktop), then click Extract.
  7. Right-click the downloaded file avkb37.zip, select Extract All..., specify a location where you can easily find the unzipped files (such as your Windows desktop), then click Extract.
  8. Right-click the downloaded file avkb37.zip, select Extract All..., and specify a location where you can easily find the unzipped files such as your Windows desktop. The extracted folder opens automatically.
  9. Double-click the FullCrashOnCtrlScroll.reg file in the AVKB37 folder, and click Run.
  10. Open the unzipped AVKB37 folder, then open the AVKB37 folder from within.
  11. Open the unzipped AVKB37 folder, then open the AVKB37 folder from within.
  12. Open the AVKB37 folder from within the unzipped folder.
  13. Double-click the FullCrashOnCtrlScroll.reg file, and click Run in the Open File - Security Warning dialog that appears.
  14. Double-click the FullCrashOnCtrlScroll.reg file, and click Run in the Open File - Security Warning dialog that appears.
  15. Double-click the FullCrashOnCtrlScroll.reg file, and click Run in the Open File - Security Warning dialog that appears.
  16. Click Yes, then click Yes again to apply the necessary changes to your Windows registry.
  17. Click Yes, then click Yes again to apply the necessary changes to your Windows registry.
  18. Click Yes, then click OK to apply the necessary changes to your Windows registry.
  19. Click Yes, then click OK again to apply the necessary changes to your Windows registry.
  20. Click OK when the Registry Editor dialog informs you that the keys and values from the FullCrashOnCtrlScroll.reg file have been successfully added to the registry.
  21. Click OK when the Registry Editor dialog informs you that the keys and values from the FullCrashOnCtrlScroll.reg file have been successfully added to the registry.
  22. Restart your PC and log back in to your PC with administrator permissions (refer to step 1 if you need guidance).
  23. Open the previously unzipped file (avkb37.zip), then locate the osrbang.exe file in the appropriate location:
    • For Windows 64-bit: ...AMD64\osrbang.exe folder.
    • For Windows 32-bit: ...i386\osrbang.exe folder.
  24. Right-click the osrbang.exe file, click Open, then click Yes in the User Account Control dialog that appears.
  25. Right-click the osrbang.exe file, click Open, then click Extract all, select a location, and click Extract.
  26. Right-click the osrbang.exe file, click Open, then click Run.
  27. Right-click the osrbang.exe file, click Open, then click Extract all, select a location, and click Extract.
  28. Click Yes in the User Account Control dialog that appears.
  29. Click Crash Now! to manually crash the system.
    A blue screen (BSOD) appears and your system generates a crash dump of your PC's physical memory, then restarts your PC automatically.
    If your PC does not automatically restart, restart it manually by pressing the Reset or Power button on your PC.
  30. After your PC restarts, log back on to Windows with administrator permissions, and locate the MEMORY.DMP file in the Windows folder (C:\Windows\MEMORY.DMP by default).
  31. Send the file to Avast Support using the instructions in the following article:

After you provide the MEMORY.DMP file to Avast Support, they will give you further instructions to reactivate your keyboard.

For more information about this troubleshooting procedure and the registry entries enclosed in the FullCrashOnCtrlScroll.reg file, refer to the following Microsoft article:

  • Avast Free Antivirus 2016
  • Microsoft Windows 10 Home / Pro / Enterprise / Education
  • 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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