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Generating a user-mode process dump in Windows

To help Avast Support diagnose performance or compatibility issues with Avast Antivirus on Windows, you may be asked to provide a user-mode process dump file from your PC. You can generate this dump file manually without a PC crash.

For information about other types of memory dumps that Avast Support may request, refer to the following articles:

Instructions

  1. 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:
  2. Press CTRL + SHIFT + ESC simultaneously to open Task Manager.
  3. Click More details at the bottom of the Task Manager window.
  4. Click the Processes tab.
  5. Right-click the processes related to Avast, for example Avast Antivirus, and select Create dump file.
  6. Click OK in the success dialog that appears containing information about where the file is stored. The default location is C:\Users\~your username~\AppData\Local\Temp.
  7. If Avast Support requests Avast file dumps, repeat steps 3 and 4 for each file listed below:
    • Avast Antivirus (AvastUI.exe) - Avast Antivirus user interface
    • Avast Service (AvastSvc.exe) - Avast Antivirus service
    • Avast Firewall Service (afwServ.exe) - Avast Firewall service (for Avast Internet Security and Avast Premier)
    • Avast Antivirus installer (avast.setup) - Avast Antivirus setup service (only when Avast Setup or update is running)
  1. 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:
  2. Press CTRL + SHIFT + ESC simultaneously to open Task Manager.
  3. Click the Processes tab.
  4. Tick the Show processes from all users box located at the bottom of the Task Manager window.
  5. Right-click the processes related to Avast, for example afwServ.exe, and select Create Dump File from the list.
  6. Click OK in the success dialog that appears containing information about where the file is stored. The default location is C:\Users\~your username~\AppData\Local\Temp.
  7. If Avast Support requests Avast file dumps, repeat steps 4 and 5 for each file listed below:
    • AvastUI.exe - Avast Antivirus user interface
    • AvastSvc.exe - Avast Antivirus service
    • afwServ.exe - Avast Firewall service (for Avast Internet Security and Avast Premier)
    • avast.setup - Avast Antivirus setup service (only when Avast Setup or update is running)

Windows XP includes an error debugger called Dr. Watson which gathers information about your system when an error occurs with a program or service. The program creates a text file Drwtsn32.log and enables you to create a dump file.

To install Dr. Watson as your default debugger, follow these steps:

  1. From the Start menu, select All Programs or the Programs sub-menu ▸ Accessories, then click Command Prompt.
  2. In the Command Prompt window, type drwtsn32 -i and press the Enter key.
  3. Click OK when you receive a message confirming that Dr. Watson is your default debugger. When you receive an application error message, Dr. Watson automatically creates a text file Drwtsn32.log and dump file user.dmp in the following default location:
    • C:\Documents and Settings\All Users\Application Data\Microsoft\Dr Watson\
    For more information about using Dr. Watson, refer to the following Microsoft articles:

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

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

  • Avast Ultimate 17.x
  • Avast Premier 17.x
  • Avast Internet Security 17.x
  • Avast Pro Antivirus 17.x
  • Avast Free Antivirus 17.x
  • 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
  • Microsoft Windows Vista Home Basic / Home Premium / Business / Enterprise / Ultimate - Service Pack 2, 32 / 64-bit
  • Microsoft Windows XP Home / Professional / Media Center Edition - Service Pack 3, 32-bit

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