In the event a Blue Screen occurs on a machine encrypted with Symantec Encryption software, complete memory dumps are typically needed. In some cases, more detailed memory dumps may be needed.
This article will go over the steps on how to obtain these more detailed memory dumps for both Symantec Endpoint Encryption and Symantec Encryption Desktop.
One example of when this may be needed is if Symantec Encryption Desktop displays a Blue Screen of Death (BSoD) error referencing the PGPwded.sys driver.
If BSoD errors are occurring, first upgrade to the latest release of Encryption Desktop or Endpoint Encryption and ensure that the machine's BIOS and disk controller drivers are up to date.
When other troubleshooting steps have been unsuccessful, in order to fully analyze BSoD issues, Symantec Technical Support may ask for a memory dump.
Complete memory dumps are not enabled by default. To configure Windows to generate complete memory dumps, please see article 179911.
If Symantec Support does need the driver verifier dumps enabled, and once the complete memory dumps are configured, reboot and enable Microsoft Driver Verifier and customize it as follows.
Note: It is important to exclude Security checks from the Verifier configuration (see step 4 below) because some security checks in Verifier generate an erroneous DRIVER_VERIFIER_DETECTED_VIOLATION (c4) bug check: