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Barracuda PST Enterprise
Barracuda PST Enterprise

How to Troubleshoot Service Crashes and Hangs Using ProcDump

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This article refers to the Barracuda PST Enterprise version 3.1 or higher.

Do not use this procedure unless directed to do so by Barracuda Support. If directed to use the ProcDump utility, Barracuda Support will supply you with the necessary commands to monitor a service. Note that the commands described in this article are for capturing 32-bit processes. If you are attempting to capture a dump file for the 64-bit Filter Service, you must add the -64 switch to the command.

You can use the ProcDump utility to diagnose a service crash or hang. ProcDump generates a dump file when a monitored process hangs or crashes allowing you to troubleshoot the issue.

Capturing Service Crash Details

To use ProcDump to monitor a process for a service crash,

  1. Download ProcDump[1] from Windows Sysinternals.
  2. Extract the downloaded Prodump.zip file and copy the extracted file to the Archive server.
  3. On the Archive server, open a command prompt, and navigate to the extracted file location.
  4. Run the command provided by Barracuda Support, where MyProcess.exe is the name of the process that is crashing:
    1. For a terminating process, enter the following at the command prompt:
      procdump -e -ma MyProcess.exe C:\BarracudaDumps
  5. Leave the command window open to continue monitoring; closing the window terminates the ProcDump utility.
  6. When the crash occurs, the dump file is generated and added to the directory C:\BarracudaDumps.
  7. Once dump files are generated, zip the contents of the C:\BarracudaDumps folder, and send to your Barracuda Support representative for diagnostics.

Capturing Service Hang Details

To use ProcDump to monitor a process for a service hang,

  1. Download ProcDump[2] from Windows Sysinternals.
  2. Extract the downloaded Prodump.zip file and copy the extracted file to the Archive server.
  3. On the Archive server, open a command prompt, and navigate to the extracted file location.

  4. For a hanging service, your Barracuda Support representative may direct you to collect multiple dumps a few seconds apart. Run the command provided by Barracuda Support, where MyProcess.exe is the name of the process that is hanging:
    1. To produce two dump files approximately 10 seconds apart, enter the following at the command prompt:
      procdump -ma -t -n 2 -s 10 MyProcess.exe C:\BarracudaDumps  

  5. Leave the command window open to continue monitoring; closing the window terminates the ProcDump utility.
  6. When the hang occurs, the dump file is generated and added to the directory C:\BarracudaDumps.
  7. Once dump files are generated, zip the contents of the C:\BarracudaDumps folder, and send to your Barracuda Support representative for diagnostics.

 

 

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