A focused report helps Support reproduce the issue without collecting unrelated personal information. Describe one problem per request and include the exact error rather than only saying that the app does not work.
Export the relevant report
After a scan, open the result details and use Save to file. For protection, update, or startup issues, open Tools and choose the relevant scan, protection, or application log. Select the record whose time matches the problem.
Include useful context
- What you expected and what happened instead.
- The date and approximate time, exact error text, and steps that reproduce it.
- Windows edition, app type, and whether a VPN, proxy, other antivirus, or company EDR is active.
- For a detection, its name, object path, and whether it is quarantined.
Protect sensitive information
Attach the exported report to a Support request. Redact passwords, access tokens, private URLs, unrelated filenames, payment-card details, and the full license key. For billing issues, the purchase email and order number are normally enough. Do not upload a live malware sample unless Support provides an approved secure method.