View and transmit kDrive logs

This guide explains how to retrieve and transmit debugging information (logs, reports, and error records) from the kDrive application in case of a problem on macOS, Windows, or Linux.

Introduction

• For various reasons (such as a file type or a filename length exceeding commonly accepted limits, etc.), kDrive app synchronization may no longer progress.
• Logs allow Infomaniak Support to better follow up on the problem that might occur between your device and the kDrive application.
• Extended logs “record” kDrive activity from the moment you activate them, allowing Infomaniak to better trace the issue.
• Check these other guides to try to resolve the issue without sending the logs: conflicts and known issues.

Save and share logs with Support

When requested by Infomaniak Support:

1. Open the kDrive app on your computer, the app icon must be visible in the notification area.
2. Left-click on the app icon in your computer’s notification area (top right on macOS, bottom right on Windows, and double left-click in the taskbar on Linux).
3. Click on the action menu ⋮ on the right side of the app window.
4. Select App Preferences:
   
5. Scroll down to the Advanced section and click the arrow to the right of Debugging Information:
   
6. Check the box for extended logs as shown in the image below:
   
7. Click the SAVE button and let the app run for at least 10 minutes.
8. Return 10 minutes later to the same location (steps 1-6 above) and then click the blue button to share your debugging information with Infomaniak Support:
   
9. Inform Infomaniak Support of this action in the ongoing conversation.

Alternative Method

If there is an issue with the method above:

1. Click on the blue link to the left to Open the debugging folder.
2. From this folder, you will have access to all of kDrive’s bug reports on your device:
   
    

If the app doesn’t open, you can also access the logs through these paths:

• macOS: /private/var/folders/h_/5c_k9rr564q0kzqv8rz8_dn80000gn/T/kDrive-logdir (note that "h_/5c_k9rr564q0kzqv8rz8_dn80000gn" will be different on your computer)
   
• Windows (copy-paste into File Explorer): C:\Users\%USERNAME%\AppData\Local\Temp\kDrive-logdir (if necessary, enable hidden files and folders in Windows Explorer)
   
• Linux: /tmp/kDrive-logdir/ 

To manually send the collected files:

1. If the files are not large, send them directly to Infomaniak Support in the ongoing conversation.
2. If the files are large, compress them into a .zip format and send them to Infomaniak Support in the ongoing conversation.
3. If they are still too large to send by email, upload the .zip archive to swisstransfer.com to obtain a sharing link that you can provide to Infomaniak Support in the ongoing conversation: