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How To Troubleshoot BSOD (Windows XP)


Below is the process for a Kernel Dump. If you can recreate the BSOD and generate a kernel dump our Windows Engineer can analyze it.


Affected Products:

Dell Data Protection | Encryption




Configure for a kernel memory crash dump:

  1. Start / Control Panel / Performance and Maintenance / System.
    • The "System Properties" control panel applet should appear.
  2. Select the Advanced Tab. Select the "Startup and Recovery" "Settings" button.
    • The "Startup and Recovery" dialog should appear.
  3. Under "Write debugging information" select "Kernel memory dump" in the combo-box.
    • The Dump file entry should read "%SystemRoot%\MEMORY.DMP.
Note: Make sure that this file is not stored in an encrypted directory & does NOT have an encrypted file extension!
  1. After the boot after the crash, copy the file C:\Windows\MEMORY.DMP to a safe location (network drive, etc.)
  2. Notify Dell Data Security ProSupport when you have the dump file and advise of the size. Support may need to have you FTP the file if it is too big to e-mail

ADDITIONAL INFORMATION:

Please obtain a kernel memory dump for Windows Development to analyze--Unfortunately it is impossible to do a root-cause analysis with a Mini Dump. Our driver processes most writes to the HDD as part of encryption so we get pointed to frequently.

Note: It is vital that the CMGShield.log comes from the same computer so we can use the build number to parse the results of the dump.

For additional support, US based customer can call Dell Data Security ProSupport at: 877.459.7304 Ext. 4310039 or you may also contact us via the Chat Portal. For support outside the US, reference ProSupport’s International Contact Numbers list. Visit the Dell Security Community Forum to get insights from other community members and additional resources to help you manage your environment.


ID de l'article : SLN249393

Date de la dernière modification : 04/14/2017 07:59 AM


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