Product may hang under specific circumstances. Each hang should be investigaed separately. In order for our development team to troubleshoot the problem with lockups they need process dumps and other logs listed in this article.
There are 2 types of hanging:
- Actual hanging. That is a state similar to a crash. That means that software halts and is doing nothing inside.
- Infinite loop. This means that on the outside the software looks hanging but inside it is doing some actions over and over again.
Usually when a software hangs its process uses either 100% of CPU (especially when it is infinite loop) or does not use CPU and does not change RAM usage at all (Actual hanging). Still that is difficult to make sure if the software hangs or not. The above means that usually 1 dump is not enough because if that is Infinite Loop – the developers will see that software is working and there is no problem inside. So in order to troubleshoot application lockups you need about 3 dumps taken one after another. A Process Monitor Log will also be useful especially if it actually turns out to be an Infinite Loop.
The information about the processes used by Acronis vmProtect can be found in the "Acronis vmProtect 9: Processes and Services" article.