Using the Microsoft Debug Diag Tool to generate dump files for a crashing or hanging process

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

This document contains a guide to using the Microsoft Debug Diagnostic Tool to generate dump files for a crashing or hanging process.

Environment

CA Service Desk 17.1 and higher running on Windows.

Resolution

Please download and review the PDF attached to this tech doc. This serves as a guide to using the Microsoft Debug Diag Tool, and explains how to capture a dump file for an issue where a Service Desk process is crashing or hanging. Example instructions are included for setting up Crash dumps on the domsrvr.exe process, though similar steps can be followed for any process in your environment.

If you prefer video-based instructions, see this video for an example of how to install and use DebugDiag.

Captured process dumps can be uploaded to CA Support through a support case for review. Please be aware that the review of process dumps is an intricate process, and may take some time to complete. If you have any questions, please contact CA Support for more details.

Additional Information

The Microsoft Debug Diagnostic Tool is available for download from the Microsoft website.

NOTE: All documents in PDF format require Adobe Acrobat Reader to be viewed.

KB Article 20303:  Working with Broadcom Support to troubleshoot a "Crashing" or "Hanging" CA Service Desk Manager Process