This is where our Support Team comes in. To give you the best possible help, we need to see what’s happening on your system. The good news? Gridinsoft Anti-Malware has built-in tools that make sharing this information quick, easy, and completely transparent.

Why We Need Your System Information

Think of it like taking your car to a mechanic. They can’t just guess what’s wrong — they need to look under the hood. The same applies to computer issues. When you share your system information with us, we can see:

• What version of Windows you’re running and how it’s configured
• Which drivers and programs are installed
• What processes and services are currently active
• Details about your network setup and security software

This helps us understand why certain threats might not be detected, why files weren’t deleted, or what’s causing conflicts with other software. Without this information, we’re essentially troubleshooting in the dark.

How to Collect System Information

Gridinsoft Anti-Malware makes this process straightforward. Here’s what you need to do:

Open the program and navigate to the Tools tab. You’ll see an option called Collect system information — click on it.

The program will spend a few seconds gathering data about your PC. Everything it collects is displayed right there on your screen — no hidden uploads, no surprises. You can review every single line before deciding what to do with it.

Once collection is complete, you have a few options. You can Copy to clipboard and paste the information directly into an email or support ticket. Alternatively, click Save to file… to create a .log file that you can attach to your ticket. If you change your mind, just hit Cancel and nothing gets saved.

Understanding the Different Log Files

Besides the general system information, Gridinsoft Anti-Malware maintains three types of logs that can be incredibly useful for diagnosing specific problems. You’ll find all of them in the Tools tab.

Application Log

This log tracks everything the program does — when it starts, what happens during scans, and any errors that occur. If Gridinsoft Anti-Malware crashes, freezes, or behaves strangely, the Application Log is the first place we look. It often reveals the exact moment something went wrong and why.

Protection Log

Running real-time protection features like Internet Security or On-Run Protection? This log records everything those guards catch (or miss). It’s particularly valuable when you suspect the protection might be conflicting with another program on your system. We can see exactly what happened and when.

Scan Log

Every time you run a scan, the details get recorded here — the date and time, which type of scan you ran, what areas were checked, and what threats (if any) were found. If you’re wondering why a particular scan didn’t catch something, or you need to reference past scan results, this is where to look.

Managing Your Logs

By default, log files are stored for a certain number of days before being automatically deleted. You can adjust this in the program settings under Logs & Reports. If you’re dealing with an ongoing issue, consider turning off automatic deletion so you don’t lose important historical data.

Your Privacy Is Protected

We understand that sharing system information might feel uncomfortable. That’s why Gridinsoft designed this feature with transparency in mind. The collected data includes only technical details needed for troubleshooting:

• Windows version and build number
• Installed drivers and their versions
• Running processes and services
• Startup programs
• Network adapter information
• Gridinsoft Anti-Malware version and configuration
• Other security software detected on your system

What we don’t collect: your personal documents, saved passwords, browser history, emails, chat messages, or financial information. The data you send us is purely technical — nothing personal leaves your computer.

Getting the Most Out of Your Support Ticket

When you reach out to our support team, including the right information from the start can dramatically speed up the resolution process. Along with your system information and relevant logs, try to include:

• A clear description of the problem — error messages, symptoms, what you expected vs. what actually happened
• When the issue started — did it begin after a Windows update? A new program installation? A driver change?
• What you’ve already tried — restarting, reinstalling, running different scan types
• Your order ID or license email — helps us locate your account quickly

The more context you provide, the faster we can identify the problem and get you back to a clean, smoothly-running computer.

The post Getting Expert Help: Using Gridinsoft’s Built-in Diagnostic Tools appeared first on Gridinsoft Blog.

What Is Quarantine?

Think of Quarantine as a safety net. Instead of permanently deleting suspicious files right away, Gridinsoft moves them to a locked, isolated location where they can’t run or cause any harm. From there, you’re in full control — you can keep them isolated, restore them, or delete them for good.

Here’s why we recommend quarantine over immediate deletion:

• Safe isolation — quarantined items cannot execute or spread while stored.
• Reversible — if something was flagged by mistake, you can easily restore it.
• You’re in control — decide what happens next, at your own pace.

How to Open the Quarantine List

There are three easy ways to access your quarantined files:

Option 1: From the Settings Tab

Option 2: From the Tools Tab

Option 3: From the Scan Tab (Start Screen)

How to Restore a Quarantined File

Ready to bring a file back? Here’s how:

1. Open the Quarantine list using any of the methods above.
2. Find your file — you can scroll through the list or use the search function.
3. Check the box next to the item you want to restore. Each row has a checkbox, and the counters on the left show how many items are in the list vs. how many you’ve selected.
4. Click the “Restore” button at the bottom of the window.
5. Confirm the action when prompted.

That’s it! The file will be placed back in its original location.

Besides restoring files, you have a few other options:

• Remove — Permanently deletes the file from both Quarantine and your PC. Use this when you’re certain a file is malicious or you no longer need it.
• Copy to… (for advanced users) — Saves a copy of the quarantined file to a folder of your choice, for example, if you want to analyze it. The original stays safely in Quarantine. Handle copied files at your own risk!

What If It’s a False Positive?

Sometimes good files get flagged by mistake — it happens. If you believe that’s the case:

1. Restore the file from Quarantine (at your own risk).
2. Add it to the Ignore List so it won’t be flagged again.
3. Report it to us! Submit a support ticket with a short note about the file. This helps us improve our detection and benefits everyone.

Best Practices for Managing Quarantine

A few quick tips to keep things tidy:

• Review monthly — Clear out old items you no longer need.
• Be cautious with restore — Only return files you’re confident are safe.
• Prefer quarantine over delete — Safe and reversible beats permanent.
• Report suspicious flags — It helps the whole community!

FAQ

Need more help? Check out our full documentation on Managing Quarantined Items or contact our support team. We’re always happy to help!

The post How To Restore Quarantined Files? appeared first on Gridinsoft Blog.