# Support

**DirectDisplay driver:**

Under the DirectDisplay installation folder, which by default is `C:\Program Files\OSBASE\DirectDisplay`, there are the following useful registry files to allow administrators to customize the system (by default none of them are set by installation):

- `EnableSafeMode.reg` and `DisableSafeMode.reg` (default) allow the user to switch to and from safe mode in case of any screen update issues.
- `EnableTrueColor.reg` (default) and `DisableTrueColor.reg` allow the user to switch between TrueColor (24bpp) and HighColor (16bpp).
- `DisplayOff.reg` allows the user to put the screen into power saving mode after a specified idle period; the number is in minutes and zero means always on (default to 16 minutes).
- `DisplayOn.reg` reverses any settings by `DisplayOff.reg` and will keep screens always on.
- `DontUseEdid.reg` can be used if the user is experiencing any issue with the monitor’s native resolution; otherwise, Edid is used by default.

The following registry files customize screen resolutions and `NoResolutionPreference.reg` clears out all resolution customization and restores to system default behavior:

- `Prefer1024x768.reg`
- `Prefer1360x768.reg`
- `Prefer1366x768.reg`
- `Prefer1280x1024.reg`
- `Prefer1440x900.reg`
- `Prefer1600x1200.reg`
- `Prefer1680x1050.reg`

Sometimes we might ask you to generate a dump file to help us diagnose issues; [here](/content/Support/CreateDumpFile/CreateDumpFile.html) is a page with step-by-step instructions on how to do that. Typically, an 800+ MBytes file called `WmsShell.DMP` will be generated; please zip it so it’s much smaller and easier to transfer, then upload to any free file share service such as Microsoft’s [skydrive.live.com](https://skydrive.live.com/) and email its link to us. If none of the stations are responding, you will need to remote login from another system via RDP as an administrator to collect the dump file.

**iDisplay, mDisplay and vDisplay drivers:**

To generate a `ddmgr.exe` process dump file, please open Task Manager and click the Details tab, locate a process called `ddmgr.exe`, right-click it, and select “Create dump file”. Please find [this screenshot](/content/Support/ddmgrdump.jpg) for references.

To generate a kernel memory dump, please configure your “Startup and Recovery” to generate a kernel memory dump if it’s not selected already and set the dump file location. That dump file location needs to be on a partition with a significant amount of free space, otherwise Windows would actually delete it automatically upon next reboot. We have tested with 50GB free space, and it seems to work, and make sure to reboot if you have changed the config.

Then grab this crash tool called NotMyFault from [here](http://download.sysinternals.com/files/NotMyFault.zip), extract all, open `NotMyFault.exe`, and make sure you have a repro of the issue; then you can just click “Crash” to crash the system. After reboot, you should be able to locate the dump file, compress it, and upload it to a file share location. Please find [this screenshot](/content/Support/CrashWin8.JPG) for references.

Sometimes it might not be possible to run the tool when the system is already freezing or not responding. In that case, you might be able to [Force a System Crash from the Keyboard](https://msdn.microsoft.com/en-us/library/windows/hardware/ff545499(v=vs.85).aspx).

If `ddmgr.exe` process is not found within Task Manager, that means it’s probably crashed. To capture its crash dump next time, please open the registry with `regedit` and update according to [this sample screenshot](/content/Support/CaptureUserModeCrashDumps.JPG). A sample registry file can be downloaded from [here](/content/Support/CaptureUserModeCrashDumps.reg). More detailed instructions can also be found [here](http://msdn.microsoft.com/en-us/library/windows/desktop/bb787181(v=vs.85).aspx) at MSDN.