When diagnosing performance or compatibility issues, Avast Support may request you to provide 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:
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 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 into 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 into Windows with administrator permissions and locate the
MEMORY.DMP
file in C:\Windows
(by default).
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:
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 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
- Microsoft Windows Vista Home Basic / Home Premium / Business / Enterprise / Ultimate - Service Pack 2, 32 / 64-bit