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 a software/mail client, from a POP configuration to an IMAP configuration for the same mailbox. Indeed, for a lot of reasons., it is strongly recommended to use the IMAP protocol instead of POP.

Moving from POP Protocol to IMAP Protocol

If your email address is already configured with POP protocol in your email software/client (Mozilla Thunderbird, Microsoft Outlook, etc.), it is impossible to switch to IMAP protocol directly on the account. Indeed, the most common software/message clients do not allow to modify an existing POP3 account and define it in IMAP instead.

The solution is therefore: 'add the same mail account but with the IMAP protocol in your software/mail client then to moving your messages and folders from the POP account (from 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 that would have the same name (identical email address).

To bypass this you have to add the account from the game Profiles:

And from there you can add the additional account, in IMAP:

1. Configure the new email account with the IMAP protocol (the same account as the one configured in POP but this time in IMAP):
   
2. Move one folder after the other by sliding them to the inbox of the new account configured in IMAP:
   
3. Wait during the transfer of items (this can take a lot of 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 keeps a copy of the messages on the server (not recommended in the advanced settings of your Outlook), you may have double messages.

With Apple Mail

Removing the POP-enabled email account removes the messages it contains. It is therefore recommended to disable the POP account instead of deleting it!

Once the POP account has been deactivated, take note of this other guide to configure your email address in Apple Mail, in IMAP.

Once you're done, just drag the messages in your POP account tree to the new IMAP account tree.

This guide explains the behaviour of the courier in the case of a redirection activated on an email address managed with Infomaniak, and whose target is a Gmail address.

Message not displayed on Gmail

If you send an e-mail...

• ... from ‍abc@gmail.com …
• ... to xyz@domain.xyz(domain you have at Infomaniak)...

...and this email address xyz@domain.xyz at Infomaniak has automatic redirection...

• ...to abc@gmail.com …

...then abc@gmail.com will never display your e-mail as a new message in the inbox. Nothing will happen on Gmail.

Why?

The problem is not that the redirection does not work: it is rather a particularity of Gmail: an email from Gmail to an email address at Infomaniak redirected to the same Gmail address as the sender, will pose a problem on the Gmail side, in the way it processes the mail.

Your message will never arrive (because in fact, for him, it is already in the box, in the elements sent). In this case it is necessary remove redirection e-mails.

This guide explains how to connect the mobile app Apple Mail on iOS at an email address hosted by Infomaniak.

Preamble

• The 3 update methods offered by Apple Mail are:
  • Push
  • Recovery
  • Manual
• The method Push will not, however, be not available when setting up an address outside iCloud! To avoid this:
  • It is recommended that you configure your iOS device automatically via configuration profiles .mobileconfig Apple compatible, or use the app Infomaniak Mail (iOS) to benefit from a type update method Push.
• Infomaniak messaging is compatible with any application supporting in particular IMAP/SMTP.
  • For additional assistance contact the support of the software used or Partner — discover also the role of the host.

Manually add the email address to the application

Prerequisites

• Create the address within an Infomaniak Mail Service (or with the free offer) ik.me).
• Having added the email address in question on Mail Infomaniak to use the synchronization wizard and to make the Apple profile work on your devices.
• Test the password of the e-mail address ( without confusing it with the one used to connect to the Infomaniak interface).
• Check on the Service Mail that the automatic diagnosis is correct.

To configure the email application:

1. Open the app.
2. Click on Other account:
   
3. ‍Enter the information such as the email address to be attached and its password.
4. Click on Next:
   
5. The application mentions certain fields as optional But it's not at all.:
   
6. Check and complete the missing information.
7. Click on Next:
   
8. That's it, your email address is now set up in the app:
   

Recommended parameters

• Incoming IMAP server mail.infomaniak.com
• IMAP port 993 (with SSL)
• Outgoing SMTP server mail.infomaniak.com
• SMTP port 465 (with SSL)
• Username/username adresse mail complète & entière ( ? )
• Password celui attribué à l'adresse mail en question ( ? )
• Mandatory authentication for sending e-mails:
  • It activates in the SMTP settings of your application.
  • Check " use the same settings as the incoming server"or, depending on the software/mail clients, provide a user name (= complete & full email address) and password.

Be aware of this other guide if you are looking for information about other ports and courier protocols compatible.

In case of a problem

It is not necessary to contact Infomaniak Support if your email address works well outside the application. The most common error is the use of an incorrect password. The troubleshooting guides help you solve a possible problem:

• Learn about the solutions given in this other guide about messaging in general.
• Remove any Apple configuration profiles linked to your Infomaniak email before restarting the configuration.

And if your Apple Mail no longer works at the sending level (SMTP server disconnected or absent e.g.) or since a change of email password, be aware of this other guide.

This guide explains how to use Gmail (Google app for iOS / Android devices or computer on gmail.com) to consult an email address hosted by Infomaniak.

Preamble

• It is recommended to use the mobile app Infomaniak Mail to benefit from the Infomaniak security benefits.
• Infomaniak messaging is compatible with any application supporting in particular IMAP/SMTP.
  • For additional assistance contact the support of the software used or Partner — discover also the role of the host.

Use the Gmail mobile app

To add in IMAP the email address managed at Infomaniak in your Gmail app (official guide):

1. See you in the Parameters Gmail.
2. Press Add Account.
3. Choose Other.
4. Enter the e-mail address that you want to use.
5. Choose account type IMAP.
6. Come in. password from the e-mail address.
7. Use the server name mail.infomaniak.com for:
   • Incoming IMAP server (receipt):
     
   • Outgoing SMTP server (delivery):
     
8. Complete the addition of the address.

Import your "Infomaniak" e-mails to Gmail

Here is an alternative solution; e-mails that arrive at your email address will be returned as and when on Gmail via protocol POP3 (not IMAP as above):

1. Be aware of this Google guide, tab "Ordinator", starting from Step 2: Edit Gmail Settings.
2. Use this login information:
   1. name of POP server mail.infomaniak.com
   2. port 995 (check the box SSL connection)

Send "Infomaniak" e-mails from Gmail

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

1. Be aware of this Google guide.
2. Uncheck box Treating as an alias.
3. Use this login information:
   1. name of SMTP server mail.infomaniak.com
   2. port 465 (check the box Secure SSL connection (recommended))

Edit your configuration

If necessary (follow-up to point 2 above):

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

Preamble

• If you do not manage to log in to the Manager, you will not be able to change the password of one of the addresses of a Service Mail. Be aware of this other guide in that case.
• If the email address is attached to the Web app Mail Infomaniak, you can also apply a new password since mail.infomaniak.com.
• Changing the password of an email address returns to change IMAP / SMTP password!
  • As soon as the password is changed, you must update your software (Outlook, etc.), mobile devices (iPhone), etc. with the new password (this is your responsibility).
  • If the email address is attached to the Web app Mail Infomaniak, it will be necessary to enter the new password during the first connection

Change Password from Service Mail

To change a password from an e-mail address from an Infomaniak Mail Service:

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 relevant e-mail address:
   
4. Click on Edit (in the part Passwordtab General) 
   
5. Choose:
   1. send a password reset procedure to the user of the email address
   2. or below: Change password directly
6. Follow the procedure then enter or manually generate a password (even if the box would already be filled due to the automatic storage/completion settings of the used web browser):
   
   

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

Preamble

• The number of aliases per email address is limited to 50.
• To change what's coming after the arobase @, use of the aka areas.
• An alternative feature is presented here.

Operation of an alias

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

For example:

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

It can be shortened and used as follows:

• jps@domain.xyz

In this example we must therefore create a aliases "jps" on the address "john-peter.smith".

Then if a person writes to jps@domain.xyz, his message will arrive in the box of the main address (john-peter.smith@domain.xyz).

If a person writes to john-peter.smith@domain.xyz AND jps@domain.xyz in copy (CC), his message will arrive Double in the box of the main address (john-peter.smith@domain.xyz).

Add an alias from the Mail Infomaniak Web app

Prerequisites

• Having permission to managing aliases: 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.

Then to add an alias:

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 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. 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 Redirection and Alias or from the left side menu on Redirect and Alias.
5. Click the blue button Add an alias:
   
6. Enter the desired alias (which comes before the arobase @).
7. Click on Validate to save 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.