Create and Send Dumps to Support Team

Manually Creating Memory Dump File

The instructions below are written for Windows 10 and may slightly differ for other Windows versions.

Follow the steps below to create and send dump files manually:

Reproduce (or encounter) the issue where the backup (or restore) plan freezes. This is critical to create a dump file at the moment the issue occurs.
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.
Switch to Details tab, and then find the name of the process you need. In most cases, the process name includes the name of the program you are using. CloudBerry Backup starts processes named CBBackupPlan.exe for each running backup plan task. If a backup plan freezes, it is useful to analyze dump files for the corresponding CBBackupPlan.exe process.

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

If prompted for a Windows administrator password or confirmation, enter the password and click Continue

The dumping process may take some time. Once completed, a pop-up window will display the path to the generated dump file.

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

It is often useful to have at least two dump files to analyze the dynamic behavior of the issue.

After the dump files are created, open Windows Explorer and navigate to the folder shown in the dumping process dialog to access the resulting (".dmp") files:

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

If you cannot find the AppData folder, enable Hidden files and folders in the View settings of Windows Explorer.

Compress the .dmp files into a .zip or .rar archive and send it to support, or attach it to your support case if requested.

To upload the archive with collected dumps, you can also use the following commands in an elevated Windows CMD:

chdir "BackupSoftwareInstallationDirectory"

.\cbb.exe sendFileToSupport -p "PathToArchiveFileWithDumps" -t EIGHT_DIGIT_SUPPORT_CASE_NUMBER

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