In the case of a system crash, Avast Support may request you to provide a small memory dump from your PC. A small memory dump is the smallest type of dump file (64 KB) and includes the basic data of the system memory. Follow the steps in this article to generate a small 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:
Instructions
- 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 avkb58.zip file and click Open in the window that appears.
- Download the avkb58.zip file, select Open with in the window that appears, then click OK.
- Download the avkb58.zip file and, at the bottom of your browser, click the arrow next to the file name and select Open.
- Download the avkb58.zip file and click Open.
- Double-click the
avkb58folder, then double-click theSmallCrashOnCtrlScroll.regfile and select Run in the Security Warning dialog.
- 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 by holding down the
CTRLkey on the right side of your keyboard and pressing theScroll Lockkey twice (rightCTRL+ 2xScroll Lock).
- A blue screen appears (the "Blue Screen of Death"). 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 latest minidump file in
C:\Windows\Minidump(by default).
Once you have created the dump file, send it to Avast Support. For information on how to submit a ticket to Avast Support, refer to the following article:
For more details about this troubleshooting procedure and the registry entries contained in the SmallCrashOnCtrlScroll.reg file, refer to the following article on the Microsoft website:
- All available Avast software products
- Microsoft Windows 10 Home / Pro / Enterprise / Education - 32 / 64-bit
- Microsoft Windows 8.1 / Pro / Enterprise - 32 / 64-bit
- Microsoft Windows 8 / Pro / Enterprise - 32 / 64-bit
- Microsoft Windows 7 Home Basic / Home Premium / Professional / Enterprise / Ultimate - Service Pack 1, 32 / 64-bit