Collect dump files for CatchPulse support

Jump to:

  1. For CatchPulse Application Crash

  2. For CatchPulse Service Crash

  3. For Blue Screen

  4. Preparing the Dump File

  5. Submit the Dump Files to the CatchPulse Support Team

For CatchPulse Application Crash

To help diagnose issues pertaining to CatchPulse on your computer, here's how you can prepare the Dump Files to send to the CatchPulse Support Team.

  1. For application crash, type the following folder location on Windows Explorer and hit Enter:

    %localappdata%\CrashDumps

  2. Compress only the dump file(s) that matches the following name:

    • SecureAPlus.exe.xxxx.dmp

    • CatchPulse.exe.xxxx.dmp

    • sanotifier.exe.xxxx.dmp

    • UAVScanResult.exe.xxxx.dmp

    • SAScanner.exe.xxxx.dmp

      Note: The file names above are only the example of some applications, our support personnel may ask for different file if it is necessary.

For CatchPulse Service Crash

  1. If any of the CatchPulse services is not running, go to the following folder: 

    C:\Windows\System32\config\systemprofile\AppData\Local\CrashDumps

  2. From Windows File Explorer, first go to

    C:\Windows\System32

  3. In C:\Windows\System32, click on config folder.

  4. Windows will prompt you that You don’t currently have permission to access this folder. Click on Continue to grant yourself the access rights.

  5. Click on systemprofile folder, similarly, click on Continue to grant yourself the access to this folder.

  6. Click on AppData folder → Local folder → CrashDumps folder.

  7. Compress only the dump file(s) that matches the following name:

    • saappsvc.exe.xxxx.dmp

    • sascansvc.exe.xxxx.dmp

    • SecureAPlusService.exe.xxxx.dmp

    • UniversalAVService.exe.xxxx.dmp

For Blue Screen

If you encounter a blue screen, go to the following folder and compress the dump file

C:\Windows\MEMORY.DMP

For Windows 10, follow the steps below to enable the memory dump

  1. Go to Control Panel → View by: Large Icon → System.

  2. Advanced System Settings

  3. Go to Advanced tab.

  4. In the Startup and Recovery section, click Settings.


  5. In the Write debugging information section, select Kernel memory dump on the first drop-down list, and click OK.

  6. You may also check the following folder:

    C:\WINDOWS\Minidump

For Windows 11, follow the steps below to enable the memory dump

  1. Go to Control Panel → View by: Large Icon.

  2. System → Advanced system settings.

  3. Go to Advanced tab.

  4. In the Startup and Recovery section, click Settings.

  5. In the Write debugging information section, select Kernel memory dump on the first drop-down list, and click OK.

  6. You may also check the following folder:

    C:\WINDOWS\Minidump

Preparing the Dump File

Follow the steps below to use Windows built-in Compressed (zipped) feature to compress files.

  1. Select and right-click the dump file(s), select Send to → Compressed (zipped) folder.

    Alternatively, you can use.ZIP, RAR, or .7-Zip archive/ container to compress the log folder.

Submit the Dump Files to the CatchPulse Support Team

  1. Attach the compressed file to an email and send it to the following email address:

    catchpulse@secureage.com

  2. Use Report CatchPulse Issues as the email subject line and include as much of the following details as possible:

    • Windows Operating System Version

    • CatchPulse Version

    • Name of Other Antivirus Software and the Version, if any

    • Description of Issues Encountered

      Note: Reporting of CatchPulse issues will take some time before results/ fixes may be implemented. It is advised to provide as much information as possible to help properly diagnose the issues.

      Tip: If the compressed files exceed the email attachment file size limit, you may use the following service: pCloud Transfer

 

Support and feedback

Should you encounter any issues using CatchPulse with any of the mentioned or missed requirements above, you can write to us a docs@secureage.com.

This page was last updated: November 07, 2024