66220: Acronis DeviceLock DLP: Blue Screen of Death (BSoD) after the installation of DeviceLock agent

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Applies to: 

Last update: 30-04-2021

Description

After installing Acronis DeviceLock DLP agent, you get a Blue Screen of Death (BSoD).

To investigate this issue we will need:

  1. Kernel or complete memory dump from the affected computer. 
  2. The system and software reports generated from this PC (Instructions).

How-to

To enable memory dumping, right-click My Computer icon at Desktop, click Properties item in context menu, select Advanced tab, click Settings button in Startup and Recovery, and select Kernel memory dump in "Write debugging information" combo-box. Restart your PC for the changes to take effect.

Reproduce the BSoD, wait until system 100% writes the crash dump to the specified location (it is important that you do not manually reset your computer at this time). Restart your PC, go to "C:\Windows" folder (this file is actually stored in the folder specified in "Startup and Recovery") and find the crash dump file "MEMORY.DMP".

Compress the dump file with the system and software reports to an archive (rar/zip) and contact DLP support to proceed with the resolution.