Diagnostics and Bug Reporting

If the system crashes

What we need from you if you get a BSOD (system crash)

If you encounter a crash (so-called BSOD), and suspect that our product is the cause of the problem, please take a crash dump and send it to us. Below you will find information about how to enable crash dump generation and collect crash dumps. We need the Kernel crash dump ("Kernel" is the name of the option that you choose for a crash dump). "Complete" or "Automatic" crash dump types, created by Windows 10 and later, will work as well.

Also we need the following information which appears on the Blue Screen of Death (example message follows):

STOP: 0x00000022 (0x00240076, 0xF7A07AA8, 0xF7A077A8, 0xF7800C82)
cbfsregistry2017.sys - Address F7800C82 base at F77CD000, DateStamp 447d6975

Enabling a Kernel-Mode Dump File

During a system crash, the Windows crash dump settings determine whether a dump file will be created, and if so, what size the dump file will be. The Windows Control Panel controls the kernel-mode crash dump settings. Only a system administrator can modify these settings.
The location of the settings is:
  • Windows 7 and later: To change these settings, go to Control Panel > System and Security > System. Click Advanced system settings. Under Startup and Recovery, click Settings.
  • Windows XP and later: To change these settings, go to Control Panel and click on the System icon. Select the Advanced panel. Click on the Settings button in the Startup and Recovery section.
The detailed information about how to create or collect a crash dump can be found on Microsoft web site. The current location of the article is https://docs.microsoft.com/en-us/windows-hardware/drivers/debugger/enabling-a-kernel-mode-dump-file and if it is gone, you can search for "Enabling a Kernel-Mode Dump File" phrase on the Microsoft site.

If the system hangs (is stuck)

In this situation we need to create a memory dump (see above). To initiate a crash do the following:

You must ensure the following three settings before the keyboard can cause a system crash:
  • If you wish a crash dump file to be written, you must enable such dump files, choose the path and file name, and select the size of the dump file. For more information, see Enabling a Kernel-Mode Dump File.
  • With PS/2 keyboards, you must enable the keyboard-initiated crash in the registry. In the registry key HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\i8042prt\Parameters, create a value named CrashOnCtrlScroll, and set it equal to a REG_DWORD value of 0x01.
  • With USB keyboards, you must enable the keyboard-initiated crash in the registry. In the registry key HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\kbdhid\Parameters, create a value named CrashOnCtrlScroll, and set it equal to a REG_DWORD value of 0x01.

You must restart the system for these settings to take effect.

After this is completed, the keyboard crash can be initiated by using the following hotkey sequence: Hold down the rightmost CTRL key, and press the SCROLL LOCK key twice.

(from MSDN).