Knowledge base

This guide explains how suspending the administrative management of a product to prevent any user of the Organization from using it within the United Nations. Manager Infomaniak. On request, it is also possible to blocking a user of your Organizationwithout, however, deleting it.

 

Preamble

• By blocking the management of a product:
  • Only the directors and the legal guardian will be able to unblock it.
  • Users with limited rights (collaborators and customers) who have access to this product will no longer be able to manage it.
• An e-mail is sent to the users of the Organization.

 

Blocking a product

Prerequisites

• Being an administrator or legal guardian (users with limited rights (collaborators and customers) who have access to this product will not be able to do so).

To block or unblock certain products to the entire organization:

1. Click here in order to access product management on the Manager Infomaniak (Need help?).
2. Access the service you want to block.
3. Click on Manage on the dashboard of the product concerned.
4. Click on Block product management:
   

 

Suspend e-mails

One Mail Service may not be blocked as indicated above, but it can be maintained.

Prerequisites

• Being an administrator or legal guardian (users with limited rights (collaborators and customers) who have access to this product will not be able to do so).

In order to suspend email addresses:

1. Click here in order to access the management of your product on the Manager Infomaniak (Need help?).
2. Click on Manage.
3. Click on Enable maintenance.
4. Confirm by clicking on the red button the suspension of the use of addresses (the reception is not interrupted but the consultation is impossible):
   

 

Blocking a user of the Organization

To quickly block a United Nations user, in the event of a security incident, contact Infomaniak support by authenticating (by support code e.g.) and justifying your request.

Thus, key critical services such as the Manager, the kDrive Web app and the Web Mail app will be inaccessible. Depending on the situation also take note of these links in order to block other services such as e-mail (IMAP/SMTP) or Web services.

In order not to block the user yourself but to give him a procedure to follow to secure his account, take note of this other guide.

This guide explains how to activate an answering machine (automatic e-mail message "out of office") on an email address managed by Infomaniak. You will be able to inform your correspondents that you are not able to answer them immediately, because you are absent, on holiday, etc.

 

Preamble

• Automatic response in case of absence can be enabled from the web app Mail Infomaniak (online service) mail.infomaniak.com) and since Manager where all the addresses of a Mail Service are managed.
• You can enable or disable an already registered message, but there cannot be multiple active answering machines on the same email address: the activation of one message disables another if necessary

 

Enable the answering machine from the Mail Infomaniak Web app

Prerequisites

• Having permission to handle the answering machine: if you had been invited on Web app Mail Infomaniak (online service) mail.infomaniak.com)in order to manage your address, it is possible that the Mail Service Manager will have youwithdrawn this right from its admin account.

To activate the message of absence:

1. Click here to access the web app Mail Infomaniak (online service) mail.infomaniak.com).
2. Click on the icon Parameters ‍ Top right.
3. Check or select the relevant email address from the drop-down menu in the left side menu.
4. Click on Responder:
   
5. Enable the automatic message, if any, or read below.

 

Enable the answering machine from the Infomaniak Manager

To enable the absence message from the Manager:

1. Click here in order to access the management of your product on the Manager Infomaniak (Need help?).
2. Click directly on the nameallocated to the product concerned.
3. Click on the email address concerned in the table that appears.
4. Click on the tab Responder and signatures.
5. Enable the automatic message, if any, or read below.

 

Writing the message of absence

To manage the message that will have to be automatically sent in response, click on Add:

later:

• A: Enter a name for your answering machine (in order to distinguish it from other messages if you create more than one).
• B: Define whether the automatic response should be repeated on specific days of the week.
• C: Set an end date/time if the message is no longer to be sent beyond a certain period of time.
• D: Set a start date/time if the message is expected in advance for a specific period in the future.
• E: Write your message of absence.
• F: Show advanced settings.
• G: Set a possible other email address that will be used to send your automatic message of absence (the address must be checked in advance).
• H: enter specific email addresses (or @domain.xyz for an entire domain) to prevent them from receiving this message of absence.

then click the blue button at the bottom right for Add the message.

Once added, you can turn it on or off:

You can also edit a message already saved by the icon pencil To the right.

 

How often is the automatic response sent?

Your reply is not sent only once‍ to people who send you messages.

However, if the same sender sends you a new e-mail 7 days after the previous one and your automatic answering machine is still activated, an automatic response is sent back to remind him that you do not have access to your e-mail.

Be careful if you try on your address it is normal that it does work. than the first time In subsequent tests, the answering machine no longer sends the message when it detects that the message comes from an address that has already sent a message before. You will therefore have to try again from another email address.

You can reset the 7-day counter to zero by clicking on Reset when you post your message:

Go further with the models

Custom templates can be applied as soon as a new email address is created on your Mail Service e.g., or in bulk on all addresses in your domain. Read more

This guide explains how copy the content of one or more email addresses in other suppliers, on one or more email accounts managed by Infomaniak, thanks to theimport tool Infomaniak!

 

Preamble

• The previous provider may be Gmail, Yahoo, Outlook.com, Swisscom, Hotmail, etc.
• The Total from the outer box will be imported.
• Once the import process is started, it is not as much as possible of interrupting it.
• A confirmation e-mail is sent once the copy has been completed.
• The abolition of duplicates (in case of successive imports) is managed.
• It is also possible to copy the content already on an email address of which Infomaniak is the provider (@ik.me for example).

 

Copy emails from another provider to Infomaniak

Prerequisites

• Order Mail Service to Infomaniak.
• Create one or more addresses on this Mail Service.
• The email address whose content must be copied must have been used (or be compatible) with IMAP Protocol.
• The email address to which the content must be copied must be included in the addresses attached to your interface mail.infomaniak.com ; if it is not included, the drop-down menu (see point 9 below) will not offer this address — this is not a pre-requisite for batch importation (file) .csv).

Click on the link corresponding to the courier provider to be imported:

• Addresses @ Bluewin
• Addresses @ Gmail (or address @ custom domain Google)
• Addresses @ GMX
• Addresses @ custom domain Microsoft 365
• Addresses @ custom domain Swisscom
• Addresses @ Yahoo

Guide for any other e-mail provider:

1. Click here in order to gain access to Infomaniak import tool (online service) https://import-email.infomaniak.com).
   
2. Log in if necessary to your Infomaniak account on the organization of your choice (import will be made to an email address attached to the Mail Infomaniak interface the account you are using).
3. Click on the Single import.
4. Fill in the left field with your Departure email address (the content of which is to be copied).
5. Fill in the right field with the password of the same e-mail address.
6. If necessary, modify the Advanced Parameters in order to specify a IMAP server address.
7. Click on Confirm:
   
8. If necessary, enter a second e-mail address intended to be imported at the same time.
9. Choose on which email address import e-mails; the drop-down menu lists the email addresses currently attached to your interface Infomaniak Mail the Infomaniak account with which you are connected (read the prerequisites above)
   
10. After selecting the desired destination address from the list, click the blue button Import e-mails.
11. The copy starts and continues in the background, you can close the window that appears, a confirmation e-mail will be automatically sent to all email addresses affected by the operation after the import has been completed, mentioning the number of messages copied.

 

Repatriate the contents of multiple email addresses by lot

To import the content of several email addresses (maximum 25 by 25) — except addresses Google because of its authentication method.:

1. Click here in order to gain access to the import tool per batch (online service) https://import-email.infomaniak.com).
2. Select Import multiple email addresses from a CSV file (format .csv) :
   
3. Download the model CSV proposed as an example in order to create one with the right information necessary for copying.
4. Load the file with the button Select a CSV file.
5. Once the file is loaded on the tool page, select Import Email Address.
6. Wait while copying the contents of the addresses ( a confirmation e-mail is sent once the copy has been completed).

This guide explains how to switch, in an email software, from a POP configuration to an IMAP configuration for the same mailbox. Indeed, for various reasons, it is highly recommended to use the IMAP protocol instead of POP. 

Switching from POP Protocol to IMAP Protocol

If your email address is already configured with the POP protocol in your email software (Mozilla Thunderbird, Microsoft Outlook, etc.), it is not possible to switch directly to the IMAP protocol on the same account. Most common email software does not allow you to modify an existing POP3 account and set it to IMAP instead.

The solution is to add the same email account but with the IMAP protocol to your email software and then move your messages and folders from the POP account (on your computer) to the IMAP account (on the mail server).

With Microsoft Outlook

Some versions of Outlook, such as 2016, prevent the simple addition of a second account with the same name (identical email address).

To work around this, you need to add the account from the Profiles section:

From there, you can add the additional account in IMAP:

1. Configure the new email account with the IMAP protocol (the same account as configured in POP but this time in IMAP)
   
2. Move one folder at a time by dragging them to the inbox of the new account configured in IMAP
   
3. Wait while the elements are transferred (this may take a long time depending on the volume to be transferred to the server); the activity is indicated at the bottom of the window
   
   

If your POP account kept a copy of messages on the server (a discouraged option in your Outlook advanced settings), you may end up with duplicate messages.

With Apple Mail

Deleting the email account configured with POP also deletes the messages it contains. Therefore, it is recommended to disable the POP account instead of deleting it!

Once the POP account is disabled, follow our guide to configure your email address in Apple Mail using IMAP.

When you are done, all you need to do is drag the messages from your POP account's folder structure to the folder structure of the new IMAP account.

If you send an email
from abc@gmail.com
to xyz@domaine.com (the domain you have at Infomaniak)
and that on this email address at Infomaniak you have a redirection to abc@gmail.com
then abc@gmail.com will never display your email.

The problem isn't that the redirection doesn't work: it's more a question of a particularity of Gmail: an email from Gmail to Gmail via the redirection of an address at Infomaniak will cause a problem on the side of Gmail, in the way it handles mail.

Your message will never arrive (because as far as it is concerned it is already in the box, in the items sent).

This guide explains how to connect the Apple Mail application (iOS 16.7) to an email address hosted with Infomaniak.

Prerequisites

• Create the email address within an Infomaniak Mail Service (or with the free ik.me offer)
• Test the email address's password (do not confuse it with the one used to log in to the Infomaniak interface)
• Check that the automatic diagnostics are correct within the Mail Service

Recommended Methods

Instead of manual configuration, we recommend using:

• either an Apple sync profile to automatically configure Apple Mail
• or the Infomaniak Mail app (iOS)

Manually Add Email Address to the Application

To configure the email application:

1. Open the application.
2. Click on Add Other Account
   
3. Enter the information such as the email address to link and its password.
4. Click Next
   
5. The application may mention some fields as optional, but they are not optional at all.
   
6. Check and complete any missing information
7. Click Next
   
   
   
8. That's it, your email address is now configured in the application.
   

Settings to Use

• IMAP/SMTP server name mail.infomaniak.com
• IMAP port 993 (SSL)
• SMTP port 465 (SSL)
• Username full email address
• Password email address password
• Required authentication (learn more)

If You Encounter a Problem

Do not contact Infomaniak Support if your email address works well outside the application. The most common error is the use of an incorrect password. Our troubleshooting guides can help you resolve any potential issues:

• Follow the solutions provided in this guide (click here) regarding email in general.
• Remove any Apple configuration profiles related to your Infomaniak email before attempting manual configuration again.

If your Apple Mail is no longer working for sending emails (SMTP server disconnected or missing, for example) or since changing your email password, please read this guide (click here).

This guide explains how to use Google Gmail (Gmail application for smartphone or computer on gmail.com) to access an email address hosted by Infomaniak.

Using the Gmail application (iOS / Android / etc.)

To add the Infomaniak-managed email address to your Gmail application via IMAP:

1. Go to Gmail Settings
2. Tap on Add account
3. Choose Other
4. Enter the email address you want to use
5. Choose account type IMAP
6. Enter the password for the email address
7. Use the unique information mail.infomaniak.com when a server name is requested:
   1. Incoming server (receiving)
      
   2. Outgoing server (sending)
      
8. Finish adding the address

Importing your "Infomaniak" emails into Gmail

Here is a second solution; emails that arrive at your email address will be fetched over time to Gmail via the POP3 protocol (not IMAP as above):

1. Create/own an email address and its password via https://manager.infomaniak.com/
2. Have an account with Google
3. Follow the steps in the guide https://support.google.com/mail/answer/2128 under the "Computer" tab from step 2 onwards
4. Use the unique information mail.infomaniak.com when a server name is requested

Sending "Infomaniak" emails from Gmail

It is also possible to configure Gmail to send emails from an email address hosted by Infomaniak from their interface:

1. Consult and follow the steps in the guide https://support.google.com/mail/answer/22370
2. Uncheck the box Treat as alias https://support.google.com/a/answer/1710338
   
3. Use the unique information mail.infomaniak.com when a server name is requested

Modify your configuration

If necessary (following point 2 above):

This guide explains how to change the password of an email address within a Mail Service.

 

Introduction

• changing the password of the mailbox on a Mail Service Infomaniak means changing the IMAP/SMTP password
  • as soon as the password is modified, you must update your software (Outlook, etc.), mobile devices (iPhone), etc. with the new password (this is your responsibility)
• if the email address is linked to Mail Infomaniak, it will be necessary to enter the new password upon the first login
• you can also apply a new password from Mail Infomaniak if the email address is linked there (see this guide)

 

Change the password from the Mail Service

To change the password of an email address from an Infomaniak Mail Service:

1. log in to the Infomaniak Manager (manager.infomaniak.com) using a web browser like Brave or Firefox
2. click on the ‍ icon at the top right of the interface (or navigate using the left sidebar menu, e.g.)
3. select Mail Service (in the Collaborative Tools universe)
4. click directly on the name of the relevant item in the displayed table
5. click on the relevant email address
   
6. click on Edit (in the Password section of the General tab) 
   
7. choose
   1. to send a password reset procedure to the user of the email address
   2. or Directly change the password
8. follow the procedure then enter or manually generate a password (even if the box would already be filled due to the settings of the web browser used for memorization/autofill)

This guide explains how to create an alias, which is a variant of your usual email address without having to add a new address to your existing Mail Service.

 

Introduction

• the number of aliases per email address is limited to 50
• to modify what comes after the @ sign, use alias domains here
   

 

How an alias works

It is possible to create alternative versions of your email addresses by modifying what comes before the @ sign.

For example:

• john-peter.smith@domain.xyz is a long email address

This can be shortened and used as:

• jps@domain.xyz

In this example, you would create an alias "jps" for the address "john-peter.smith".

Then, if someone writes to jps@domain.xyz, their message will arrive in the main inbox of the primary address (john-peter.smith@domain.xyz).

If someone writes to john-peter.smith@domain.xyz AND jps@domain.xyz in CC, their message will arrive twice in the main inbox of the primary address (john-peter.smith@domain.xyz).

 

Add an alias from Mail Infomaniak

Prerequisites

• have valid access to Mail Infomaniak where the email address is linked
• have permission to manage aliases: if you were invited to Mail to manage your address, it is possible that the Mail Service manager has revoked this right from their admin account

Then, to add an alias from Mail Infomaniak:

1. log in to Mail Infomaniak (mail.infomaniak.com) from a web browser like Brave or Firefox
2. click on the icon ‍ in the top right corner of the interface
3. check or select the relevant email address from the dropdown menu
4. click on Alias 
   
5. click on Add an alias to create a variant of your email address
6. click on Add

 

Add an alias from the Mail Service

To access the Mail Service:

1. log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Firefox
2. click on the icon ‍ in the top right corner of the interface (or navigate using the left sidebar menu, e.g.)
3. select Mail Service (universe Collaborative Tools)
4. click on the name of the relevant object in the displayed table
5. click on the relevant email address in the displayed table
6. click on the tab Forwarding and Aliases or from the left sidebar menu on Forwarding and Aliases
7. click the blue button Add an alias
   
8. enter the desired alias (what comes before the @ sign)
9. click on Validate to save the changes

This guide explains how to remove folders that appear grey on the Web Mail Infomaniak app (online service) mail.infomaniak.com) or in some software/mail clients such as Apple Mail, Mozilla Thunderbird or Microsoft Outlook.

 

Ghost folders

Some email software/clients like Microsoft Outlook allow to create non-existent folder subfolders. P.ex it is possible to create the folder /abc/klm/xyz while the file "klm‍" does not exist.

On Mail Infomaniak or in other software/mail clients, ghost folders like folder "klm" of this example appear in grey and cannot be removed directly.

To remove these ghost folders, it is necessary to remove their subfolders beforehand (in this example: xyz).

 

Recalcitrant files

If, when viewing your Infomaniak email address on Outlook, ghost folders appear and cannot be deleted as they reappear instantly, here is a procedure recommended by Microsoft to solve this problem:

 

Reset IMAP cache

To this end:

• Close Outlook.
• Access the folder where your Outlook data files are stored: C:\Users\[Votre Nom d'Utilisateur]\AppData\Local\Microsoft\Outlook.
• Find the file .ost associated with your IMAP account (e.g. Infomaniak) and delete it (the file will be automatically recreated when Outlook is reopened).
• Open Outlook and let it resynchronize your emails and folders.

 

Search for hidden folders in Outlook

To this end:

• In Outlook, go to the "File" tab and select "IMAP Files".
• Click on "Request" and search for the ghost folder.
• If you find the folder, try unsubscribe from it, then delete it.

 

Using the MFCMAPI tool

MFCAPI is a tool for managing mailboxes at a low level and removing persistent folders:

• Download MFCMAPI from the official website (Select version x86 or x64 depending on your system).
• Run MFCMAPI and go to Session > Logon Select your Outlook profile.
• In the MFCMAPI window, expand the mailbox associated with your IMAP account and locate the ghost folder.
• Right-click on the folder and select "Delete folder". Choose "Hard Delete" for permanent deletion.

 

Check folder properties in Outlook

To this end:

• Right-click on the ghost folder in Outlook, then select "Properties".
• Check if there are any unusual parameters. Reset or modify the settings if necessary, then try again to delete the folder.

 

Recreate Outlook Profile

If previous steps fail, recreating your Outlook profile can be an effective solution:

• Save your important data before you go on.
• Go in. Panneau de configuration > Courrier > Afficher les profils > Ajouter.
• Follow the instructions to set up a new email account.
• Set this new profile as the default profile and open Outlook.
• Check if the ghost folder persists after creating the new profile.

By following these steps, you should be able to solve the problem of ghost folders in Outlook IMAP.