What information to provide if your system crashed (instant restart/blue screen of death)
Ifyour system crashed then a memory dump will help the developers locatethe cause of the crash. Normally windows writes a small memory dump,which is to small for detailed analysis. For that a larger dump isrequired. Best would be a complete memory dump, which unfortunatly forsome will be to large (even archived a 1GB dump is around 150MB), so akernel memory dump will do.
In this article you can read on how to get a complete memory dump or a kernel memory dump:
http://support.kaspersky.com/faq/?qid=193238549
Usuallythse are stored in c:\windows an called memory.dmp. It's recommended toarchive the dump so that space is saved. For this there are a number oftools to use,
WinRAR and
7-ZIP should offer good compression ratios and 7-zip is free.
After you are done archiving your dump upload it to the dump FTP as described
here
Getting Product traces
IfThe program behaves unexpected or there are things which you canreproduce (like acting in a specific way while doing something) it'srecommended to generate product traces describing the operation. Forthis the tool
KAVLOG is provided.
If you aren't asked for a specific type of traces use Level 500.
Start KAVLOG, choose the tracing level and press
Turn Traces On , then reproduce the behaviour. Once you are done press
Turn Traces Off
Note:In version 8/2009 KAVLOG is integrated into the product and can befound at support>support tools in the main window, the operationmode is identical to that of the standalone version.
Thetraces are saved into the c:\Documents and Settings\AllUsers\Application Data\Kaspersky Lab\ folder. (Note that thedriveletter can change if windows isn't installed on the defaultpartition). Archive them and upload them to the dump FTP.
What to do if Kaspersky Anti-virus/Internet Security Crashed.
Ifthe product crashes it will automatically create 3 files in thec:\Documents and Settings\All Users\Application Data\Kaspersky Lab\folder. (Note that the driveletter can change if windows isn'tinstalled on the default partition)
When you located the files (2 dmp and a text) archive them and upload them to the dump server
How to generate dumps of HTTP Packets
This is required if there are problems viewing some webpages (Funny characters, broken pages etc)
The tutorial on how to create such logs can be found
here
How to create a GetSystemInfo log and upload it to the parser site
When requested, you can create a GetSystemInfo (GSI) log by using the provided tool. Link & instructions can be found
here
After you finish you just have to upload it here:
http://gsi.kaspersky.fr/(registration is not required). Click choose, and select your text,then click upload. To make the transfer faster you can zip yoursysteminfo.txt prior to uploading it. (Note: use a classic zipalgorithm if you are using newer programs which allow such options)
Afterthe log is finished copy the url of the report by right clicking theUrl of this report link on the site and pressing "copy url". Then pasteit into your post. It will be something like this:
引用:
gsi.kaspersky.fr/lire.php?hl=en&file=65b7c77ecaf8edde05f2496779d2e045
You can find a video which details the procedure
here
