If Gridinsoft support asks for system information, open Gridinsoft Anti-Malware, go to Tools, choose Collect system information, review the collected details, then copy them into your support ticket or save the report as a file and attach it. Add Application, Protection, or Scan logs when the problem involves crashes, real-time protection alerts, missed detections, or scan results.
This diagnostic package helps the support team see the Windows version, program configuration, active services, security software, and recent Gridinsoft activity behind the issue. It does not collect your personal documents, saved passwords, emails, browser history, or payment data.
Quick Steps to Send System Information
- Open Gridinsoft Anti-Malware.
- Select the Tools tab.
- Click Collect system information.
- Wait until the report is generated.
- Review the information shown on screen.
- Click Copy to clipboard and paste it into your support ticket, or click Save to file… and attach the saved log file.
After collection finishes, Gridinsoft Anti-Malware shows the report before you send anything. Use this moment to check the details and choose the safest delivery method for your case.
Which Logs Should You Attach?
The system information report is the starting point. If support asks for more context, use the log files available from the same Tools tab.
Application Log
Attach the Application Log when the program freezes, crashes, fails to update, shows an error, or behaves differently after a Windows update or reinstall. This log helps support identify what the program was doing when the issue appeared.
Protection Log
Attach the Protection Log when the question is about Internet Security, On-Run Protection, repeated alerts, blocked activity, or a possible conflict with another security tool. It records what real-time protection handled and when.
Scan Log
Attach the Scan Log when the issue involves scan results, a suspicious file that was not detected, a detection you do not understand, or cleanup that seems incomplete. It records scan type, timing, checked areas, and detections.
Why Support Needs This Information
Malware and software conflicts can look similar from the outside. A slowdown, popup, blocked connection, failed removal, or repeated detection may come from an active threat, a damaged installation, another security product, a driver conflict, or stale scan data. System information gives support the technical context needed to separate those cases.
The report can help support see:
- Windows version and build number
- Gridinsoft Anti-Malware version and configuration
- Installed security tools that may conflict with scanning or cleanup
- Running services, drivers, and startup entries
- Network adapter and environment details relevant to blocked connections
Managing Log Retention
Gridinsoft Anti-Malware stores logs for a limited time. If the problem is intermittent or support asks you to observe it for a few days, open the program settings and check Logs & Reports. You can adjust retention so useful older entries are not removed before the issue is understood.
Your Privacy Is Protected
The diagnostic report is technical, not personal. It is designed to help support understand your computer environment and Gridinsoft Anti-Malware behavior. Before sending it, you can review the generated text on screen.
The report may include Windows details, driver versions, running services, startup entries, security software, network adapter information, and Gridinsoft program settings. It should not include your private documents, saved passwords, emails, chat messages, browser history, or financial information.
What to Include in the Support Ticket
A good support ticket saves time. Along with system information and relevant logs, include the exact symptom, when it started, what you already tried, and your order ID or license email if the question is account-related.
- Problem description: error messages, alerts, symptoms, and what you expected to happen.
- Timing: whether the issue began after a Windows update, program update, reinstall, new driver, or new software installation.
- Actions already tried: restart, reinstall, update, full scan, quick scan, or manual cleanup.
- Relevant attachment: saved system information report plus the Application, Protection, or Scan Log when needed.
FAQ
Can I review system information before sending it?
Yes. Gridinsoft Anti-Malware displays the collected report before you copy or save it, so you can review the details first.
Should I copy the report or save it as a file?
Saving it as a file is usually better for support tickets because long diagnostic text can lose formatting when pasted into email or a web form.
Which log is needed for repeated security alerts?
Use the Protection Log for repeated real-time alerts or blocked activity. Add the Scan Log if the alert is connected to a manual or scheduled scan.
What if the Collect system information option does not work?
Send the Application Log with a short description of what happens when you click the option. Mention any error message, freeze, or crash so support can troubleshoot the collection problem itself.
