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KB #240025: How to save and email log files and dump files

Type: Information
Log and System Information files will often assist us in diagnosing your support issue. These are instructions on where to find them.
Additional Information:

SQL Error Log Files

Use the NetLib Support diagnostic, and choose option 5 for diagnostic results that include SQL Error Log files.

Windows System and Application Event Logs

Use the NetLib Support diagnostic, and choose option 6 for diagnostic results that include Windows System and Application Event Logs.

How to configure/find mini-dump files

If you have configured your system to create “minidump” files (recommended), you can find them in directory:
usually \windows\minidump

They are stored in filenames with the format MINImmddyy-nn.DMP
where mmddyy is the date the dump was created, while nn is a 2-digit sequence number (so multiple dumps in a single day do not overwrite previous dump files).

Tip: You can configure your system to create minidump files as follows:

  1. Select Control Panel, System, Advanced, Startup and Recovery.
  2. Under “Write Debugging Information” select “Small Memory Dump”
  3. Under “Small Dump Directory” select “%SystemRoot%\Minidump” (default)
  4. Uncheck the “Automatically reboot” box, at least while diagnosing a problem. This will allow you to see the BSOD details on the screen.
  5. Select OK. You may have to reboot to have the changes take effect.

How to find the full memory dump file

If you have configured your system to create Complete Dump files (not recommended), you can find the latest dump in file:
usually \windows\memory.dmp

We do not recommend complete memory dumps for two reasons: they are huge, and there can only be one of them, i.e., a crash will overwrite the previous dump file, if any.

How to export a registry key

  1. Run Regedit.exe
  2. In the left pane, drill down and select the registry key we request from you. E.g.,
  3. On the Menu bar click Registry, Export Registry File
  4. Choose a file name (e.g., myreg.reg)
  5. Choose “Selected Branch” radio button (default)
  6. Click save

Alternatively, from a CMD window Command Line:

   regedit.exe /a "outputfile" "key"

For example, to export the nlemsql registry key to myreg.log:

   regedit.exe /a "myreg.log" "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\nlemsql"

How to save System Information

  1. Run msinfo32.exe. If the Run command does not find it, you should be able to find it from:
    Start->Programs->Accessories->System Tools->System Information.
  2. Click File, Save. Choose a file name (e.g., myinfo-2005-12-25.nfo).
  3. Click Save.

Make sure to Save as an NFO file. Do not Export it as a text file. Depending on the configuration and speed of the system it could take anywhere from a few seconds to a couple of minutes to complete.

How to save Encryptionizer version information (Support Wizard Diagnostic)

  1. Download the diagnostic:
    (Please always download the latest version. Updates to improve this diagnostic are made frequently)
  2. When you run the diagnostic, choose option 3 from the first screen, then complete the Wizard
  3. When it is complete, it will place a file on the desktop: QADSUPPWIZ.LOG.TXT
  4. Attach this file in a return email.

Important note when sending files

When sending files to us, make sure to ZIP or RAR them first, even if you are sending only one file. If you attach a log file without zipping it, it will lose the file date and time, which is often inportant information for us.


Last modified: 10/11/2017