How to get a full memory dump when Windows 7, 8, 8.1, 10, or 11 crashes with a blue screen
Latest update: 28 October 2024
ID: 10659
After installing a Kaspersky application, your operating system may fall into blue screen of death (BSoD). This may happen because the application conflicts with third-party software or drivers installed on your computer.
To identify the cause of the problem, Kaspersky Customer Service (Technical Support) will require a full memory dump. It's a file that records the system memory contents when the computer unexpectedly shuts down.
To get a full memory dump:
- Enable physical memory restrictions.
- Get a full memory dump on Windows 7, 8, 8.1, 10 or Windows 11.
- Send the full memory dump file to Kaspersky Customer Service or Technical Support.
How to enable physical memory restrictions
- Press +R on the keyboard.
- Type msconfig and click OK.
- Go to the Boot tab and click Additional options.
- Select the Maximum memory checkbox and enter 2046. Click OK.
- Click OK.
- Click Restart to apply the changes.
How to get a full memory dump on Windows 7, 8, 8.1, 10
- Free at least 25 GB on a system drive (usually, disk C:\).
- Press +E combination on your keyboard.
- Right-click This PC and select Properties from the shortcut menu.
- Select Advanced system settings.
- In the Startup and recovery section, click Settings.
- In the Write debugging information section, select Complete memory dump from the drop-down menu.
If there is no Complete memory dump item in the drop-down menu, edit the Windows registry using the instructions below. - Click OK.
- Click OK.
- Click OK.
- Click Restart now.
- After restarting the computer, reproduce the issue once again.
By default, the full dump file is saved with the name MEMORY.DMP in the Windows folder on the system drive.
How to get a full memory dump on Windows 11
- Free at least 25 GB on a system drive (usually, disk C:\).
- Click the search icon on the Windows taskbar.
- Type “system” in the search field and select System.
- Select Advanced system settings.
- Follow the steps 5—11 from the instructions above.
By default, the full dump file is saved with the name MEMORY.DMP in the Windows folder on the system drive.
What to do if there is no a full memory dump on the list
- Launch the Windows registry editor. Press +R on the keyboard, type regedit and click ОК.
- If the system prompts you for an administrator password or confirmation, enter them.
- Open the registry branch HKEY_LOCAL_MACHINE \SYSTEM\CurrentControlSet\Control\CrashControl.
- Set the CrashDumpEnabled parameter to 1.
- Restart your computer.
- Find the full memory dump in the drop-down list.
How to send a dump file to Kaspersky Customer Service or Technical Support
- Add the file to an archive using the instructions.
The maximum file size that can be uploaded to Kaspersky CompanyAccount is 4 GB. If the archive exceeds the maximum size, split it into several files 4 GB each (or less). - Contact Kaspersky Customer Service or Technical Support and attach the archive to your request.
- If you are using a Kaspersky application for home, submit a request via the contact form.
- If you are using a Kaspersky application for business, submit a request via the Kaspersky CompanyAccount.