Generating a complete memory dump in Windows

1. Sign in to Windows as a user with administrative permissions.
2. Download the avkb57.zip file. Then, at the bottom of your browser window, click the arrow next to the file name and select Open.
3. Download the avkb57.zip file, select Open with in the window that appears, then click OK.
4. Download the avkb57.zip file and click Open.
5. Download the avkb57.zip file and click Open in the window that appears.
6. Double-click the avkb57 folder, then double-click the FullCrashOnCtrlScroll.reg file and select Run in the Security Warning dialog.
7. When prompted, click Yes to allow the application to make changes to your PC.
8. Click Yes, then OK to apply the necessary changes to your Windows registry.
9. Restart your PC, sign in to Windows as a user with administrative permissions, and wait until the system or application freezes again.
10. Manually force a Windows crash by holding down the Ctrl key on the right side of your keyboard and pressing the Scroll Lock key twice (right Ctrl + 2x Scroll Lock).
11. A blue screen appears (the 'Blue Screen of Death'). The system generates a memory dump (progress is indicated in percentage) and restarts automatically.

9. 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. Because the dump file is larger than 5 MB, upload it to the AVG FTP server using the instructions in the following article:

• Uploading files to the AVG FTP server

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:

• Forcing a System Crash from the Keyboard