How to Get a 64-Bit Crash Dump for Technical Support
If GeoStudio is crashing or hanging on your computer, it can sometimes help our technical support personnel to see what's called a "crash dump". A crash dump is a file created by Windows when an application crashes or hangs that gives programmers a view into what the application was doing at the time.
These instructions are for 64-bit processes.
1. Cause the crash or hang
Redo whatever steps are necessary to get GeoStudio to crash (or hang). When you see the crash message (or when GeoStudio stops responding), continue to the next step.
2. Check your TMP directory
Often, Windows will create a crash dump automatically. Use Windows Explorer to look in the %TMP% folder for a file named GeoStudio.dmp with a recent date. If you find it, create a support ticket and attach the dump file. If you don't, continue to the next step.
3. Run the 64-bit Task Manager
You need to run the 64-bit Task Manager to create a 64-bit dump file. To ensure you're running the correct Task Manager, follow these steps carefully.
- Press Ctrl-Shift-Esc. A Task Manager window will appear, but it isn't clear if it's the correct one so we need to close it.
- Close this Task Manager window.
- Press Ctrl-Shift-Esc again. This time we know it's the correct one.
4. Generate the dump file
Now that you're running the correct Task Manager, follow these steps to create the dump file:
- If there's a "More details" button, press it.
- Go to the "Processes" tab.
- Locate the application that is crashing, as instructed by technical support personel (such as SolveServer.exe) in the column called "Name" or "Image Name". You may need to expand the "Background processes" to find it.
- Right-click the application name, then choose "Create dump file".
Depending on your OS, sometimes you get a message saying "The file has been successfully created" and giving you the path to the new dump file, other times there's no message but the file gets created in your %TMP% folder with a name like SolveServer.dmp.
5. Send the dump file to support
Create a support ticket and attache the dump file.