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

Preamble

• Only Infomaniak employees who will handle your support request will be able to access it.
• You can revoke this access at any time or wait 7 days for it to expire automatically.
• Various contents may be accessible (read below): authorizing access to one does not authorize access to the other - these are specific authorizations.
• You can also easily share a specific email.

Allow Support to access your content

For this:

1. Click here to access the management of Support access to your products on the Infomaniak Manager (need help?).
2. Click on the toggle switch to allow access to the content of…
   1. … email addresses attached to the Mail Infomaniak interface
   2. … folders among the existing kDrive(s) in the organizations to which the current user belongs
   3. … discussions among the kChat products existing in the organizations to which the current user belongs
      

Take screenshots…

… on Windows

Microsoft offers a pre-installed software dedicated to screenshots. But to do them manually:

1. Display what you want/need to transmit on the screen.
2. Press the PRINTSCREEN key on your keyboard (or PRTSCR, PRTSCN, etc.) once.
3. In Microsoft Word (or similar), go to "Edit" -> "Paste" to place your image on the page.
4. Save your file.
5. Repeat the operation from step 1 to step 5 as many times as the number of desired screenshots.

... on macOS

1. Press the "CMD" + "shift" (the upward-facing arrow) + "3" keys simultaneously.
2. With each press of these keys, an image file is created on your computer's desktop.

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

1. Press the "Power" + "Home" buttons (the only two physical buttons) simultaneously.
2. Retrieve the screenshots in the "Photos" app on your device.

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

1. Press the Volume Down button (on the side) and the lock button simultaneously.
2. The captured image is automatically saved in a Screenshots folder in the gallery.

Popup Windows

To copy and paste an error message from a popup window as text, simply press the CTRL + C keys on your keyboard to copy the message to the clipboard. You can then paste it (CTRL + V) into the body of the message you send to us.

Browser JavaScript console...

... on Windows

Chrome, Firefox and Safari: enter the key combination CTRL + SHIFT + i
Internet Explorer and Edge: press the F12 key

... on macOS

Chrome: enter the key combination ⌘ + ⌥ + J
Safari: enter the key combination ⌘ + ⌥ + C

1. Then, click on the crossed-out circle icon or similar to reset the log.
2. Display the page of your site that is experiencing the issue.
3. The console tab displays JavaScript errors and missing online resources.