Issue

ESET Endpoint Encryption (EEE) Client and EEE Server are separate products from ESET Full Disk Encryption (EFDE)

The article below applies only to the EEE Client or EEE Server and not EFDE. Visit What's new in ESET Full Disk Encryption to view EFDE content.

• You receive the Blue Screen (BSOD) and need to collect information
• Copy the bug check code from Event Viewer
• Turn off Auto-restart to view the entire blue screen message
• Actions during crash
• ESET Endpoint Encryption (EEE) version
• Diagnostics file
• Enable detailed crash dump file
• Manually enable detailed crash dump file
• Zip the detailed crash dump file

Details

If your machine has crashed and you receive the Blue Screen (BSOD), collect detailed information regarding the crash, contact Technical Support, and submit the information in your support ticket. 

Solution

Copy the bug check code from Event Viewer

1. Press the Windows key , type Event Viewer, and then click Event Viewer.
   
   
2. Expand Applications and Services Logs and click ESET Endpoint Encryption. Under Level, double-click Error.
   
   

   

3. Click Copy.
   
   

   

4. Paste the event log details into the ESET support ticket.

Turn off auto-restart to view the entire blue screen message

1. Press the Windows key , type View advanced system settings, and then click View advanced system settings.
   
   
2. Click Settings under Startup and Recovery.
   
   
3. Deselect Automatically restart and click OK.
   
   
4. Restart the computer.

Actions during crash

• Include a detailed description of the actions that occurred just before the Blue Screen (BSOD).
  
  
• Include recent changes to your machine, including any upgrades.

EEE version

Include the installed EEE version number.

Diagnostics file

Run the EEE diagnostics utility on the affected machine, and send the log file with the support ticket.

Enable detailed crash dump file

1. Press the Windows key , type View advanced system settings, and then click View advanced system settings.
   
   
2. Click Settings under Startup and Recovery.
   
   
3. Under Write debugging information, click the drop-down menu and select Complete Memory Dump. If the Complete Memory Dump option does not appear, manually enable the file.
   
   
4. Click OK. If prompted, restart the machine.

Manually enable detailed crash dump file

1. Press the Windows key , type Regedit, then click Regedit.
   
   
2. Expand HKEY_LOCAL_MACHINE.
   
   
3. Navigate to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\CrashControl.
   
   
4. Click StorageTelemetry.
   
   
5. Under Name, double-click DeviceDumpEnabled, update Value Data to 1, and click OK.
   
   
6. In System Properties, click Settings under Startup and Recovery. Complete Memory Dump should now be selected under Write debugging information.

Zip the detailed crash dump file

1. Open Windows File Explorer and navigate to C:\Windows\memory.dmp.
   
   
2. Right-click the file, click Send to, and then click Compressed (zipped) folder.
   
   
3. Attach the zipped file to the support ticket.

File Size

If the crash dump file size exceeds 10MB, the file cannot be emailed or attached to the support ticket. Contact tech support for an alternative method of sending the dump file.