Hang Dump debug logs are very helpful in troubleshooting application hang-ups.

However, it is important to confirm the issue experienced is in-fact an "Application Hang":
  1. Open the impacted system's Windows Event Logs 
  2. Expand "Windows Logsand select "Application"
  4. Look for an entry with the following criteria:
    Level: Error
    Source: Application Hang
  5. Open it and confirm the Application Path is the impacted program
Note: Click Here if the Error's Source is "Application Error".

Generating the Hang Dump file:
  2. Create the following folder: C:\HangInfo\
  3. Open an Administrative Command Prompt
  4. Change Directory to the Debugging Tool's Install Folder:
  5. Ensure the Hanging  Process is running correctly
  6. Run the command below (replace "ProcessName.exe" with the hanging file's name)
    ADPlus.exe -hang -quiet -pn ProcessName.exe -o C:\HangInfo\
  7. DO NOT CLOSE the additional Command Prompt that is opened
  8. Allow/Cause the Process to hang (intermittent hang-ups may take some time)

Submitting the Hang Dump and Agent Logs to Support:
  1. After the hang-up occurs, navigate to: C:\HangInfo\
  2. Locate and Zip the "Hang_Mode_Date..." folder inside
  3. Rename the folder using the Support Ticket Number: ######-Hang.zip
  4. Upload the Zipped Hang Dump and a set of Agent Logs to Support:
  5. Once both of the uploads finish, please Inform Support

Important Considerations:

  • The Debugger may cause performance trouble from high CPU utilization
  • To alleviate; Active Protection can be disabled (unless it causes the hang-up)
  • Once started, the User must be logged in until the hang-up occurs
  • However, the System can be locked without issue

For any questions or concerns, please Contact Support