CBFS Connect is a complex product that operates in both user mode and kernel mode simultaneously; so when a serious issue occurs, it's critical that we're able to obtain sufficient information about the circumstances of the failure.
In order to help us assist you in a more expedient manner, please collect the information described in the instructions below when reporting a serious issue (i.e., one that causes the system to crash or hang). Our development team cannot effectively diagnose such issues without this information.
Also, please note that these sorts of issues commonly involve environmental differences and other factors that are either unforeseen or otherwise out of our control. It is also not unheard-of for a crash to appear attributable to one thing while in fact being caused by something completely different. Rest assured that we are committed to assisting you as best we can, and we thank you ahead-of-time for your patience and understanding throughout the support process.
System Crashes (BSODs)
If you encounter a consistently-reproducible system crash (BSOD) that you suspect may be due to CBFS Connect, please obtain a crash dump and include it when reporting the issue to us. Our development team is unable to diagnose system crashes without the information these dumps contain.
Ensure that your system is set up to generate crash dumps, and to not restart automatically after a crash, by following the steps found in Microsoft's Enabling a Kernel-Mode Dump File article. The options available in the memory dump dropdown vary depending on your version of Windows; please choose the first one from the following list that is present in yours:
Once your system is set up to generate crash dumps, perform the same action that caused the BSOD originally to trigger the crash again. When it occurs, be sure to copy the information on the BSOD screen exactly so that it can be included in your submission (a picture of the screen in which all of the information is legible is also acceptable). Here are some examples of the specific information we're looking for:
Recent versions of Windows:
What failed: cbfs***20.sys
Stop Code: FILE_SYSTEM
Older versions of Windows:
STOP: 0x00000022 (0x00240076, 0xF7A07AA8, 0xF7A077A8, 0xF7800C82)
cbfs***20.sys - Address F7800C82 base at F77CD000, DateStamp 447d6975
After you've copied this information, reboot and check that the memory dump file was created at %SYSTEMROOT%\MEMORY.DMP (typically this is C:\Windows\MEMORY.DMP; if you changed the dump file location in the crash dump settings, check the location you specified instead). It will be a very large file that is too big to attach to an email, so please upload it to a file sharing site of your choice and generate a sharing link that our development team can use to download it.
Finally, submit a support issue to us that includes the link to your dump file, all of the information from the BSOD screen (if you took a picture, attach it or provide another sharing link), a description of how the BSOD was triggered, and any other information that you feel is relevant.
If you encounter a consistently-reproducible system hang that you suspect may be due to CBFS Connect, you'll need to collect the same information as described above. But in order to obtain a crash dump, you'll first need to configure your system so that you can trigger a crash from the keyboard once it hangs. To make this possible, follow these steps (adapted from Microsoft's Forcing a System Crash from the Keyboard article):
- First, using the instructions provided in the section above, configure your system to generate crash dumps, and to not restart automatically after a crash.
- Next, you must enable keyboard-initiated crashes in the registry by creating a new value named CrashOnCtrlScroll, and setting it equal to a REG_DWORD value of 0x01, in all of the following registry keys:
- Finally, you must restart the system in order for these settings to take effect.
After these steps are complete, you'll be able to trigger a keyboard-initiated crash by using the following hotkey sequence: hold down the Right CTRL key, and press the SCROLL LOCK key twice.
At this point, you can perform the same action that caused the system to hang originally to trigger the hang again. Once the system hangs, use the hotkey sequence to force it to crash, and then follow the rest of the instructions from the section above to collect and submit the necessary information.
Sometimes, an application crashes while the OS continues to operate, and the name of one of the modules of CBFS Connect is present in the crash information. A crashing application can be the one that uses CBFS Connect or some third-party process. If the crash occurs repeatedly, it is possible to make use of a User-Mode Crash Dump to locate or narrow down the source of the crash. Generation of crash dumps is disabled by default. Before you reproduce the crash, you need to Enable Collecting User-Mode Crash Dumps.
After you enable the crash dump, you don't need to reboot, you can proceed to reproduction of the crash immediately. After the crash re-occurs, you can pick the dump file from its location. The default locations of user-mode dump files are:
- For regular applications: %LOCALAPPDATA%\CrashDumps
- For System services: %WINDIR%\System32\Config\SystemProfile
- For Network and Local services: %WINDIR%\ServiceProfiles
A crash dump can be a large file (depending on the settings) that is too big to attach to an email, so please upload it to a file sharing site of your choice and generate a sharing link that our development team can use to download it.
Finally, submit a support issue to us that includes the link to your dump file, a description of how the BSOD or a manual crash was triggered, and any other information that you feel is relevant.