Overview

This article provides the steps to follow for create a dump for a process that is hanging.

Process

To create a dump for a process that is hanging, please follow these instructions:

For LanGuard 2012 and above:

1. Find the Process ID of the process in Task Manager.
2. Run the following command:

   "c:\Program Files (x86)\GFI\LanGuard 11 Agent\trouble.exe" --HandleCrash 2680

   Note: 2680 is the Process ID - include the quotes
3. A mini-dump named trouble_<ProcessName>.dmp will be generated in the temporary folder of the current interactive/logged on user (i.e. the folder %temp%)

For all other GFI Products:

1. Download and install the relevant version of the Windows debugging tools from:
   • Microsoft Debuging Tool for x86 sytems.
   • Microsoft Debuging Tool for amd64 systems.
2. Create a folder named HangInfo in the root of the C: drive.
   • Note: If you have limited space on the C:\ drive you can use an alternative drive with more space.
3. Open a command prompt and navigate to the installation path of Debugging Tools. By default, this location is usually:
   • 32 bit: C:\Program Files\Debugging Tools for Windows
   • 64 bit: C:\Program Files (x86)\Debugging Tools for Windows (x86)
4. Make sure the service which is having the problems is started
5. Run the following command string by replacing 'Processname.exe' with the actual name of the service's executable:

   ADPlus.vbs -hang -quiet -pn Processname.exe -o C:\HangInfo\

6. At this point, you will want to hang the service, if possible. Once the service hangs, the memory dump will be created in the C:\HangInfo folder. You will see a folder that should start with Hang_Mode.
7. Zip up the C:\HangInfo\ folder, rename the folder to <GFI-Case-Number>_dump.zip.
8. Upload the zip file to our FTP server.

FTP Server details

1. Use either IE6 or the My Computer window (address bar) to open the FTP site (Not IE7).
2. Login to the FTP server by clicking on File in the top right corner of the browser, then Login As.
3. You are now at a blank page where you can upload your file.
4. Upload the zip file containing the Troubleshooter files by right clicking on the zip and choosing Copy, then right click in the blank space of the FTP site and paste.