All Lumension products
When you run into a STOP (often referred as "blue screen of death" or "BSOD") and you suspect a HEATsoftware products is the cause of the BSOD, it is essential Support obtains the full memory dump so we can analyze the memory contents to detect any conflicts between drivers, HEATsoftware or not.
Send an e-mail to support@HEATsoftware.com and upload the memory.dmp file to our ftp site:
ftp://ftp.HEATsoftware.com (which is configured as a dropbox, you cannot list its contents but files will be saved correctly during upload)
log on as anonymous
destination directory: /incoming
It is recommended to RENAME the dumpfile with the TICKET NUMBER and compress it before uploading, to save bandwidth (compress using ZIP, 7ZIP, RAR, ACE, TAR, LHA, LZH, etc).
If your archiver supports spanning (result will be compressed chunks of predefined size instead of 1 big archive), it is recommended to use this as it will avoid having to reupload the whole archive in case the upload was interrupted. (we recommend therefore using WinRAR for this purpose)
See the screenshots below to configure your windows to make a complete memory dump in case such a crash occurs.
How to obtain a full memory dump on machines with 2GB+ RAM:
Registry values for startup and recovery (Source: http://support.microsoft.com/kb/254649)
The following registry value needs to be set: HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\CrashControl
CrashDumpEnabled (REG_DWORD) = 0x0 (None)
CrashDumpEnabled (REG_DWORD) = 0x1 (Complete memory dump)
CrashDumpEnabled (REG_DWORD) = 0x2 (Kernel memory dump)
CrashDumpEnabled (REG_DWORD) = 0x3 (Small memory dump (64KB))
AutoReboot (REG_DWORD) = 0x0
DumpFile (REG_EXPAND_SZ) = %SystemRoot%\Memory.dmp
LogEvent (REG_DWORD) = 0x1
MinidumpDir (REG_EXPAND_SZ) = %SystemRoot%\Minidump
Overwrite (REG_DWORD) = 0x1
SendAlert (REG_DWORD) = 0x1
NOTE: You must restart the system in order for your changes to take effect.
- Mini dumps or kernel dumps should not be sent as they generally do not contain enough information for proper debugging
- If you need to perform a manual memory dump without experiencing an actual crash, you can do this using a keyboard shortcut. Please consult the following Microsoft KB page for more information: http://support.microsoft.com/default.aspx?scid=kb;EN-US;244139
- For more general information about these dumps, please consult the following Microsoft KB page: http://support.microsoft.com/default.aspx?scid=kb;EN-US;254649