In the case of a system crash, AVG Support may ask you to provide a small memory dump from your PC. A small memory dump is the smallest type of dump file (64 KB) and includes the basic data of the system memory. Follow the steps in this article to generate a small memory dump in Microsoft Windows on systems which are not completely frozen.
For information about other types of memory dumps that AVG Support may request, refer to the following articles:
Instructions
- Sign in to Windows as a user with administrative permissions.
- Download the avkb58.zip file. Then, at the bottom of your browser window, click the arrow next to the file name and select Open.
- Download the avkb58.zip file, select Open with in the window that appears, then click OK.
- Download the avkb58.zip file and click Open.
- Download the avkb58.zip file and click Open in the window that appears.
- Double-click the avkb58 folder, then double-click the
FullCrashOnCtrlScroll.regfile and select Run in the Security Warning dialog. - When prompted, click Yes to allow the application to make changes to your PC.
- Click Yes, then OK to apply the necessary changes to your Windows registry.
- Restart your PC, sign in to Windows as a user with administrative permissions, and wait until the system or application freezes again.
- Manually force a Windows crash by holding down the
Ctrlkey on the right side of your keyboard and pressing theScroll Lockkey twice (rightCtrl+ 2xScroll Lock). - A blue screen appears (the 'Blue Screen of Death'). The system generates a memory dump (progress is indicated in percentage) and restarts automatically.
If your PC does not restart automatically, restart your PC manually by pressing the Reset or Power button.
- Sign in to Windows as a user with administrative permissions and locate the MEMORY.DMP file in
C:\Windows(by default).
Once you have created the dump file, send it to AVG Support.
For more information about this troubleshooting procedure and the registry entries contained in the SmallCrashOnCtrlScroll.reg file, refer to the following article from the Microsoft website:
- All AVG consumer products for Windows
- Microsoft Windows 11 Home / Pro / Enterprise / Education
- Microsoft Windows 10 Home / Pro / Enterprise / Education - 32 / 64-bit
- Microsoft Windows 8.1 / Pro / Enterprise - 32 / 64-bit
- Microsoft Windows 8 / Pro / Enterprise - 32 / 64-bit
- Microsoft Windows 7 Home Basic / Home Premium / Professional / Enterprise / Ultimate - Service Pack 1 with Convenient Rollup Update, 32 / 64-bit