Generate a complete memory dump using the keyboard

Products

• Endpoint Protection

Issue/Introduction

 

Resolution

To prepare a system for and generate a complete memory dump, for the purpose of troubleshooting a hang or similar performance issue:

1. Open Registry Editor (regedit.exe).
2. Navigate to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\CrashControl\.
3. Double-click CrashDumpEnabled, change the value to 1 (1 = complete dump, 2 = kernel dump) and click OK.
4. Navigate to the appropriate registry key for your keyboard type:
   • USB keyboard: HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\kbdhid\Parameters
   • PS/2 keyboard: HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\i8042prt\Parameters
5. Right-click that registry key, select New... and create a DWORD (32-bit) Value named CrashOnCtrlScroll, with a value of 1.
6. Close Registry Editor.
7. Click the Start button, right-click Computer and select Properties. Click Advanced System Settings.
8. In the Performance area, click the Settings... button.
9. In the Performance Options window, navigate to the Advanced tab, then click the Change... button.
10. Click the Custom size radio button, then set both Initial size (MB) and Maximum size (MB) to at least the amount of system memory + 257 MB, by entering the correct value in each field and clicking the Set button when done. E.g. if the system has 4 GB of memory, set both fields to (4 x 1024) + 257 = 4353 MB. If the system has 8 GB of memory, set both fields to (8 x 1024) + 257 = 8449 MB.
11. Reboot the system to effectuate the changes.
12. Reproduce the issue and generate a complete memory dump by holding down the right Ctrl key and pressing the Scroll Lock key twice.

Next, upload the dump using SymDiag:

1. Download and run SymDiag.
2. Click Collect Data for Support.
3. In the Select Products section, check Endpoint Protection Client, and click Next.
4. In the Select Data Type section, under Data Type, select All data, check Choose additional files to collect, and click Next.
5. Under Choose additional files to collect, click Browse... .
6. Navigate to and select the memory dump created in the first step. Click Open.
7. Repeat this for any other data you have gathered.
8. Click Next.
9. After the data collection is complete, enter the following information:
   • Customer name
   • Company
   • Case number
   • Contact information
   • Brief description of the issue
10. Click Open or Update a Support Case.
11. Enter your user name and password, and then click Login.