Support: Generate a kernel memory dump in Windows

How to generate a kernel memory dump in Windows

Avast Support may request a kernel memory dump from you computer. A kernel memory dump file is generated automatically during a computer crash and includes all the memory in use by the kernel. This type of dump file is requested to diagnose performance or compatibility issues. Please note that this procedure works only on systems which are not frozen permanently.

For information about the other types of memory dumps Avast Support may request, please visit the links below:

  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 browser, 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)
  13. Once you create the dump file, send it to Avast Support. You can do so via a support ticket if the dump file is 5MB or less. For information on how to submit a ticket to Avast Support, read the following article:

    If the dump file is larger than 5MB, upload it to the Avast FTP server using the instructions in the following article:

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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