Support: Generating a kernel memory dump in Windows
How to generate a kernel memory dump in Windows
When diagnosing performance or compatibility issues, Avast Support may request a kernel memory dump from you PC. A kernel memory dump file is generated automatically during a PC crash and includes all the memory in use by the kernel. Follow the steps in this article to generate a complete memory dump in Windows on systems which are not completely frozen.
For information about other types of memory dumps that Avast Support may request, refer to the following articles:
- Log in to Windows as an Administrator, or as a user with administrator permissions.
- Download avkb59.zip.
- Open and run the
KernelCrashOnCtrlScroll.reg file to apply the necessary changes to your Windows registry.
- Restart your PC and wait until the system or program freezes or slows down, then force Windows to crash (and display a BSOD) by holding down the right Ctrl key and pressing the Scroll Lock key twice.
- After your PC automatically restarts, locate the
MEMORY.DMP file (in
C:\Windows\MEMORY.DMP by default), and send it to Avast Support via the Avast FTP server.
- Log in to 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:
If you have forgotten 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 in to 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 in to 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:
- 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