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Jun 5, 2020 | view(s) | people thought this was helpful

A BSoD (Blue Screen of Death) Appears While Using Webex Meetings

A BSoD (Blue Screen of Death) appears while using Webex Meetings.

What logs do I capture in case of a BSoD during Webex usage?

A BSoD appears, and Windows become completely unresponsive while using Webex Meetings.

Cause:
A BSoD (Blue Screen of Death) may occur due to malfunctioning device driver or hardware, incompatible DLLs or bugs in the operating system kernel could also cause BSoDs.

Solution:
A BSoD may appear when you start your webcam video in a meeting, or connect to audio using VoIP:

User-added image

If you receive a BSoD while using Webex Meetings, contact Technical Support with the following logs:

  • Event Viewer Logs:
  1. Press the Windows key and R to open the Run dialog box.
  2. Type C:\Windows\System32\winevt\ (if C: is the system drive) in the Open: field, then select OK.
  3. Right-click on the Logs folder, then go to Send to > Compressed (zipped) Folder.
  4. Select Yes on the prompt to save the zipped folder on your desktop.
  • Windows Memory Dump:
  1. Press the Windows key and R to open the Run dialog box.
  2. Type C:\Windows\ (if C: is the system drive) in the Open: field, then select OK.
  3. Copy the file named MEMORY.DMP
Note: Windows can also capture small memory dumps which occupy less space. These dumps are created at C:\Windows\Minidump if C: is the system drive.
  • System information:
  1. Press the Windows key and R to open the Run dialog box.
  2. Type msinfo32 in the Open: field, then select OK.
  3. Go to File > Save, name the file and save it in the desired location.

Providing these logs to your Webex support representative will speed up the investigation of the issue.

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