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Creating a complete memory or process crash dump in Worry-Free Business Security (WFBS)

    • Updated:
    • 23 Feb 2015
    • Product/Version:
    • Worry-Free Business Security Standard/Advanced 7.0
    • Worry-Free Business Security Standard/Advanced 8.0
    • Worry-Free Business Security Standard/Advanced 9.0
    • Platform:
    • Windows 2003 Small Business Server
    • Windows 2003 Standard
    • Windows 2008 Enterprise
    • Windows 2008 Server R2
Summary

You need to generate a dump file when you encounter the Blue Screen of Death (BSoD) or when a particular product process crashes. Creating a dump file is useful in identifying the root cause of the crash issue.

Details
Public

Trend Micro Technical Support needs the complete memory or process dump files to determine if the BSoD is related to Trend Micro products.

Via My Computer

  1. Right-click My Computer and click Properties > Advanced System Settings > Advanced.
  2. Under Startup and Recovery, click Settings.
  3. Set the Write Debug Information to create a Small Memory Dump. You can change the value to Kernel Memory Dump (Complete Memory Dump) to obtain a full Memory Dump if necessary.
  4. Go to %SystemRoot%MEMORY.DMP to collect the memory dump files.

By forcing a system crash

You can also force a system crash to generate a memory dump. Refer to the KB article: Generating a memory dump by forcing a system crash

To know more about memory dump files, refer to the Microsoft article: Overview of memory dump file options for Windows 2000, Windows XP, Windows Server 2003, Windows Vista, Windows Server 2008, Windows 7, and Windows Server 2008 R2.

 
This solution is only applicable to Windows 7 and Windows Server 2008.
  1. Open the Task Manager.
  2. Go to the Process tab and look for the process name that you want to dump.
  3. Right-click the process file and then select Create Dump File. It should show you the location where the file was dumped.

To collect the Windows Error Reporting (WER) dump, go to the %PROGRAMDATA%\Microsoft\Windows\WER\ folder. Under this folder there are two sub-folders, the ReportArchive folder and ReportQueue folder. Inside these folders are several sub-folders as well. You should collect the folders that include the prefix "AppCrash" and a related WFBS process folder.

For example:

  • AppCrash_tmlisten.exe_xxxxxxxx
  • AppCrash_ofcservice.exe_xxxxxx
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1101571
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