Product(s):	APM Implementation and Performance Management
	Version(s):	R 6+
	Environment:	N\A
	Area:	N/A
	Subarea:	N\A

 

Background

If you are experiencing Server crashes or hangs, APM Support requires memory dumps to investigate the problem.  In the case of a crash, the memory dumps will be automatically generated if ADPlus is installed and monitoring.  In the case of a hang, you will need to force a memory dump manually. For a hang, you will need to create two memory dumps five minutes apart and send them both to support.

Full memory dumps are typically quite large, so when you are submitting your SR, we will provide you with a Share File link to upload the dmp file(s). 

In addition to the dump files, the following items are required:

• the username of the user who experienced the problem
• the date and time the problem occurred
• what the user was doing at the time of the incident
• the server log files
• the user action log files

Memory Dump files

Ensure that ADPlus is installed and active on the Server

https://bentleysystems.service-now.com/community?id=kb_article_view&sysparm_article=KB0089600

Force a full memory dump on the server

Original Author:

Giselle Crawford