How to Create a Dump File for Troubleshooting Purposes

Situation

Support engineer ask you to create dump file, or send the created dump file to resolve your issue.

While creating a backup it might happen that the backup plan freezes. There are several reasons for this behavior and, in most cases, examining Backup software log files helps to localize the cause and find a solution quickly.

However, sometimes the logs are not informative enough and additional details might be needed for further investigation.

Dump file of a process responsible for the backup plan operation is one of such details. Creating dump files allows to save the detailed information on the application's state, which could be very helpful for issue debugging.

Solution

Follow steps below to create and send dump files:

1. Encounter (or reproduce, if necessary) the issue with backup (or restore) plan freezing. This is critical to create a dump file right at the moment you are experiencing the issue.

2. Start Windows Task Manager. To do this, use one of the following methods:

• Right-click an empty area of the taskbar, and then click Task Manager.
• Press CTRL+SHIFT+ESC.

3. Switch to Details tab, and then find the name of the process you need.

In most cases, name of the process contains the name of a program you are using. CloudBerry Backup starts processes named CBBackupPlan.exe for each running backup plan task. And if a plan backup freezes, it could be useful to investigate a pair of dump files for the appropriate CBBackupPlan.exe process.

4. Right-click on the required CBBackupPlan.exe process and click Create Dump File:

The dumping process can take some time to generate a file. Once it's completed you will see a pop-up window with the path to a generated dump file.

5. After waiting for 3-5 minutes, repeat step 4 again, thus creating a second process dump.

6. After the dump files are created, open Windows Explorer and navigate to the folder specified in the Dumping Process dialog in order to access the resulting (".dmp") files:

By default, Windows operating system stores created dump files in "C:\Users{UserName}\AppData\Local\Temp" folder.

7. Compress the created ".dmp" files as ".zip" or ".rar" archive, and send it to us at support@msp360.com, or provide it in a support case where the dumps were requested for invesitagive purposes.