KBA-01835

Collecting Crash Dumps to send to Technical Support

In some instances, MDaemon Technologies' Support may require hang dumps to troubleshoot crashing issues.

When instructed by support, please follow the steps below to record dumps when an application crashes.

If you have not yet contacted our support team, please submit a support request before collecting and submitting any dump files.

Request Support

Please verify the latest version of the crashing application has been applied.

Memory dumps can often help in the diagnosis of crashing issues. A memory dump file may have been created when the crash occurred. Search the system for *.dmp and *.mdmp files. If you receive a Microsoft error reporting window, click the button to view more information. Note the location of the temporary directory. Before clicking ok to close the dialog, navigate to the temp directory and copy all of the files to another directory.

If there are no dumps to be found, there are several programs that can be used to generate dump files. We recommend using Debug Diagnostic Tool, which can be downloaded from the Microsoft download center at:

Debug Diagnostic Tool

After the download is complete, install DebugDiag by double clicking on the downloaded file.

  1. Select Start
  2. Select All Programs
  3. Select Debug Diagnostics Tool 2 and launch  Debug Diag 2 Collection
    • If you are obtaining crash dumps for MDaemon you will need to close any open instances of the MDaemon Configuration console (also known as Ghost), but leave the service running.
  4. If the Rule Wizard is not already open, select the Add Rule button
  5. Select the Crash radio button
  6. Select Next
  7. Select A specific process
  8. Select Next
  9. On the Select Target dialog, select the process that is crashing. For example, if MDaemon is crashing you would select MDaemon.exe as the process.
  10. Select Next
  11. Set the Maximum number of userdumps created by this rule to 2
  12. Select Next
  13. Enter a name for the rule or you can use the default name.
  14. Select the location to store the memory dumps. The default location is C:\Program Files\DebugDiag\Logs\$RULENAME$\
  15. Select Next
  16. Choose the radio button for Activate the rule now
  17. Select Finish
  18. You may be prompted to set the symbol path to the same value as used during analysis, select Yes

After the process has crashed, the dump file will be placed in the directory specified.

 

If needed, please use the credentials below to upload you dumps to our FTP server.  

Please archive dumps files to a zip/rar/7z container file and rename the containter file to the case number provided by MDaemon's support team. 

ftp://smtp.altn.com
User - Uploader
Pass - incoming