Collecting crash dump information for Endpoint Agent

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Article ID: 159832

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Updated On:

Products

Data Loss Prevention Endpoint Prevent

Issue/Introduction

The Endpoint Agent is crashing I get an error: The exception unknown software exception (0xc000000d) occurred in the application at location 0x1234de56.:edpa.exe - application error.  What do I need to troubleshoot further?

Resolution

I need to collect the crash dump information when this exception occurs to be sent to Technical support.

For DLP 10.0 and above, a dump file is created in the C:\Program Files\Manufacturer\Endpoint Agent\MemDump directory.  If the file is more than 0 bytes, then this is the file needed to investigate the crash.  If it is 0 bytes, the Endpoint agent did not crash, but hung, and we need to get a full memory dump.

For DLP 9.x and below, when the agent crashes, you will get a dialog box.  This box has a "click here" button.  Please click on that link rather than the "send error report" or "don't send"

 
A dialog box will be displayed.  Click the first "click here" link (the one next to "To view technical information about the error report, ")
 
The dialog box will contain a list of one or more files; locate the file with the .mdmp extension on your hard disk (using Windows Explorer or the Windows Search feature)
Copy the file to a different location; THIS MUST BE DONE BEFORE CLOSING THE DIALOGS THAT ARE CURRENTLY OPEN. Send this file to me.
 
Press "Close", "Close" and "Don't Send" to exit error reporting.