For BSOD issues, perform the below steps:
- If the issue has started after installing/upgrading the Pulse Secure component, delete or uninstall the component and check the behavior again.
- In case of a Pulse Desktop client, check if any newer version is available. If yes, test the behavior with the latest version.
- If the latest version is used, perform a repair using the Pulse MSI installation package.
If this does not resolve the issue, perform the following steps:
Step 1: Review the Windows Event Viewer
- Start Windows event viewer
- From the right pane, under Windows Logs, click System
- From the left pane, click Filter Current Log
- For Event level, select Critical, Error and Warning
- For Event Sources, click the drop-down menu and select BugCheck
From the filter results, each event should output similar information:
The computer has rebooted from a bugcheck. The bugcheck was: 0x00000024
(0x00000000001904fb, 0xfffff880035c56e8, 0xfffff880035c4f40, 0xfffff80002e778d2).
A dump was saved in: C:\Windows\MEMORY.DMP. Report Id: 073111-28329-01."
No MEMORY.DMP in C:\Windows\
For more information about the bug check error codes, refer to Microsoft's Bug Check Code Reference
document. For other Microsoft recommendations for BSOD scenarios, refer to TroubleShooting Stop error problems for IT Pros
.Logs to collect for opening a support case:
- Output from Windows event viewer (from above)
- MSINFO32 logs
- Navigate to Start > Run
- Type msinfo32.exe
- Select File > Save
- Browse to an appropriate location to save the file
- Type a file name into the appropriate field and ensure Save as type is set to System Information File (*.NFO)
- Click Save
In some cases, a full Memory Dump may be required. The following settings need to be done to collect the full Memory Dump. Configure Virtual memory to RAM SIZE + 100 MB, steps are given below:
- Open Control Panel > System > System Protection
- Click Advanced tab
- Under Performance, click Settings
- Click Advanced tab
- Under Virtual Memory, click Change
- Unselect Automatically manage paging file size for all drives
- Select the radio button for custom size
- Enter the initial size and maximum size of virtual memory equal to system RAM size + 100 MB
- Click OK
- Restart the machine
- Right click My Computer > Properties
- Click Advanced system settings
- Under Startup and Recovery, click Settings
- Under System Failure, click the drop-down menu for Write debugging information
- Select Complete memory dump
- Restart the system again
Once done, reproduce the issue and take the dump file.