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Generating a kernel memory dump in Windows

When diagnosing performance or compatibility issues, Avast Support may ask you to provide a kernel memory dump from your 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:

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. Download the avkb59.zip file and click Open in the window that appears.
  3. Download the avkb59.zip file, select Open with in the window that appears, then click OK.
  4. Download the avkb59.zip file and, at the bottom of your browser, click the arrow next to the file name and select Open.
  5. Download the avkb59.zip file and click Open.
  6. Double-click the avkb59 folder 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 then OK to apply the necessary changes to your Windows registry.
  9. Restart your PC, log into Windows with administrator permissions, and wait until the system or program freezes again.
  10. Manually force a Windows crash by holding down the CTRL key on the right side of your keyboard and pressing the Scroll Lock key twice (right CTRL + 2x Scroll Lock).
  11. A blue screen (the "Blue Screen of Death") 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.
  12. Log into Windows with administrator permissions and locate the MEMORY.DMP file in C:\Windows (by default).

Once you have created the dump file, send it to Avast Support. You can do this via a support ticket if the dump file is 5 MB or less. For information on how to submit a ticket to Avast Support, refer to 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:

For more details about this troubleshooting procedure and the registry entries contained within the KernelCrashOnCtrlScroll.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

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