How to collect crash and memory dumps

Summary: Crash dump and memory dump files provide developers with information about the cause of the system crash. This article is a step-by-step instruction on how to collect the dump files.

Applies to: Cayosoft Administrator 5.0.0 or later

Collect crash dump on application crashing

1. Right-click at the bottom of the operating system start screen, select All apps and click Run.

2. Enter regedit and click OK - the Registry Editor window opens.

3. Navigate to registry key: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting.

4. Create the LocalDumps key.

5. Create the following values:

   • "DumpCount" (DWORD) = 0x02

   • "DumpType" (DWORD) = 0x02

   • "DumpFolder" (Expandable string value) = c:\temp\crashdumps (or any other path on storage with enough space available)

6. When the Cayosoft Administrator Service crashes, collect .dmp files from c:\temp\crashdumps.

7. Upload it to support.

Collect a memory dump of the main Cayosoft process

1. Download the ProcDump utility from Microsoft website.

2. Unzip Procdump.zip. to a desired folder, i.e. c:\temp\procdump.

3. Determine Process ID of the main session:

   1. Using Task Manager: find a process named Cayo.PolicyManager.exe having NOPSSession parameter in the process command line

      or

   2. Using the PoSh command: run a PowerShell session with Administrator privilege and run the command:

   Copy

   Get-CimInstance Win32_Process -Filter "name = 'Cayo.PolicyManager.exe'" | where { $_.CommandLine -NotLike '*PSSession*' }

4. Run as administrator cmd.exe and execute the following command:

   Copy

   c:\temp\procdump\procdump64.exe -ma <PID from step 3> "c:\temp"

   NOTE: Use the folder that you specified in step 2 and process id that specified in step 3.

5. Collect, add to zip and upload to Cayosoft support created .dmp file.

If the gathered information is too large to be sent through your e-mail system, please send email to support@cayosoft.com and we will provide an online upload location.