Allow Infomaniak to access your products / Complete a request for help

This guide explains how to provide useful details when requesting assistance and authorize Infomaniak Support to access your products online and in particular their content.

Preamble

• Only Infomaniak employees who will process your support request will be able to access it.
• You can revoke this access at any time or wait 7 days for access to close automatically.
• Different content can be accessed (read below): allow access to one does not allow access to the other - these are specific authorizations.
• It is also possible for you to share a single specific e-mail Very easily.

Allow Support to access your content

To this end:

1. Click here in order to access the management of accesses by Support to your products on the Manager Infomaniak (Need help?).
2. Click on the toggle switch to allow access to the contents of the...
   1. ... email addresses attached to the Mail Infomaniak interface
   2. ... folders among the existing kDrive(s) in organizations of which this user is a member
   3. ... discussions among the existing kChat product(s) in the organisations of which this user is a member
      

Make screenshots...

... on Windows

Microsoft proposes a softwarepre-installed dedicated to screenshots. But to achieve them manually:

1. Display what you want/have to pass on to the screen.
2. Press the PRINTSCREEN key on your keyboard (or PRTSCR, IMPR. ECRAN, etc.) once.
3. In Microsoft Word (or similar), do "Edit" -> "Coller" to place your image on the page.
4. "Save" your file.
5. Repeat the operation from point 1 to point 5 as many times as the number of catches desired.

... on macOS

1. Simultaneously press the keys "CMD" + "majuscule/shift" (the sharp arrow upwards) + the key "3".
2. Every time you press these keys, an image file is created on your computer's desktop.

... on iOS (iPhone, iPad...)

1. Simultaneously press the buttons "Power" + "Home( The only two physical buttons.)
2. Then get the screenshots in the "Photos" app of your device.

... on Android (e.g. Samsung, LG or Huawei)

1. Simultaneously press the key Volume Bas (on the slice) and the locking key.
2. The captured image is saved automatically in a screenshots folder of the gallery.

Windows Popup

To copy and paste as text an error message present in Windows popup, just press the key CTRL + C on your keyboard just copy the message to the clipboard. You can then paste it (CTRL + V) in the body of the message you send us.

Browser Javascript Console...

... on Windows

Chrome, Firefox and Safari: Enter the combination of keys CTRL + MAJ + i
Internet Explorer and Edge: type the key F12

... on macOS

Chrome: Enter the combination of keys ⌘ + ⌥ + J
Safari: Enter the combination of keys ⌘ + ⌥ + C

1. Then click on the barred or similar round icon to reset the log to zero.
2. Display the page of your site concerned by the concern.
3. The tab console displays the JavaScript Errors and online resources not found.