How to create userdumps when the application hangs
If an Acronis products hangs in Windows, you may need to create a userdump to troubleshoot the situation.
If the product crashes, not the whole system, see Creating Dr. Watson Crash Dumps.
If the system crashes, see Creating Windows Mini-Dumps.
See:
Creating a userdump on Windows XP/2003
To create a userdump on Windows XP/2003, please do the following:
You must first reproduce the issue and get the software to pop up with an error message. You must not close the error message. Instead, leave it open until you have created the userdump.
In most cases, an Acronis Representative will advise you as to which process needs to be dumped.
If you do not know which process you are looking for, then it is recommended to view the Windows event Application log. It usually shows which process crashed. Also look at the Common Processes.
Windows 32 bit: cd /d C:\kktools\userdump8.1\x86
Windows 64 bit: cd /d C:\kktools\userdump8.1\x64
Userdump xxxx
where xxxx is the PID that you have noted down previously.
In the C:\kktools\userdump8.1\xxx folder, you will see a PROCCESSNAME.dmp. For example, Agent.dmp
Creating a userdump on Windows Vista/7/2008/2008 R2
You must first reproduce the issue and get the software to pop up with an error message. You must not close the error message. Instead, leave it open until you have created the userdump.
(!) Dumps should be in 32 bit format. If you have a 64 bit system, to get a correct dump you need to launch 32 bit version of Windows Task Manager at C:\Windows\SysWOW64\taskmgr.exe
In most cases, an Acronis engineer will advise you as to which process needs to be dumped.
If you do not know which process you are looking for, then it is recommended to view the windows event Application log, it usually shows which process crashed. Also look at the Common Processes.
The dump file will be created in your Windows Temp folder. It will be called NameOfProcess.dmp.
You can navigate to the temp folder by typing %temp% into your Windows address bar or command prompt, and then press Enter.
Typically, it is located at C:\Users\MyUser\AppData\Local\Temp
Common processes
Most commonly required userdumps, are dumps from the mms.exe, e.g when a backup hangs, the BackupandRecoveryService.exe, or sometimes the taskservice.exe.
Shared
Acronis Backup & Recovery 10 - See Acronis Backup & Recovery 10 Windows Processes and Services.
Acronis Recovery for Microsoft Exchange
See also: