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.
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
- Right-click My Computer and click Properties > Advanced System Settings > Advanced.
- Under Startup and Recovery, click Settings.
- 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.
- 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.
- Open the Task Manager.
- Go to the Process tab and look for the process name that you want to dump.
- 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.