Knowledge base

This guide explains how to provide useful details when requesting assistance and authorize Infomaniak Support to access your online products, particularly their content:

• Only Infomaniak collaborators handling your support request will have access to it.
• You can revoke this access at any time or wait for 7 days for it to automatically close.

Authorize Support to Access Your Content

You can grant access to certain products for a maximum of 7 days from your user account:

1. Login to the Infomaniak Manager (manager.infomaniak.com) or Infomaniak Mail (mail.infomaniak.com) from a web browser like Brave or Firefox
2. Click on the icon with your initials or avatar at the top right
3. Select Manage My Profile
    
   
    
4. Click on Manage in the Support box
   
5. Authorize access by clicking on the toggle button (allowing one does not allow the other - these are specific authorizations) to:
   1. Content of email addresses linked to the Infomaniak Mail interface
   2. Content of folders among the existing kDrive(s) in the organizations to which the current user belongs
   3. Content of discussions among the existing kChat product(s) in the organizations to which the current user belongs
   

Screenshots

on Windows

Microsoft provides preinstalled software dedicated to screenshots. But to do it manually:

1. Show what you want/need to capture on the screen
2. Press the PRINTSCREEN key on your keyboard (or PRTSCR, PRNTSC, 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 point 1 to point 5 as many times as the desired number of captures

on macOS

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

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

1. Press the Volume Down key (on the edge) and the Lock key simultaneously
2. The captured image is automatically saved in a Screenshots folder in the gallery

Popup Windows

To copy-paste a text message from an error popup in Windows, 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 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 icon with a barred circle or similar to reset the log
2. Show the page of your site experiencing the issue
3. The console tab displays JavaScript errors and unfound online resources

This guide details the structure of Infomaniak's kDrive: online interface, menus for managing and retrieving shares, the utility and meaning of default folders, etc.

Preamble

• This guide applies to the online version of kDrive, accessible via a web browser.
• The kDrive application (computer, mobile device, etc.) is not directly affected (and will not display certain elements).
• The Common folders and the Shares menu are only visible with certain paid offers.
• Do not rename and/or move default folders neither in the online version nor locally, as this causes synchronization issues.

Architecture of a kDrive

The kDrive interface offers a left sidebar menu that leads you to the main directories of the user:

1. The Common folders menu (previously visible with the mention Common documents) displays the hierarchy of shared folders automatically to certain or all users of the same kDrive; if they contain documents, they will be displayed in the center of the interface.
2. The My personal folder menu displays the hierarchy of folders specific to the user: indeed, each kDrive user has their own personal space that will not be shared with other users of the same kDrive; any documents will be displayed in the center of the interface.
3. The Shares folder displays:
   • The elements shared with you by other kDrive users, among the kDrives you have access to with your login ID.
   • The elements you share with other users.
   • The elements you have shared by creating a sharing link.
   • The deposit boxes.

Set the startup display of kDrive

You can choose which homepage to start browsing within the online kDrive among the following 3 options:

• Your personal folder
• The common documents folder
• Favorites (which includes documents added to favorites by your user)

To access kDrive and modify the homepage:

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 through the left sidebar menu, for example).
3. Choose kDrive (universe Collaborative Tools).
4. Click on the name of the relevant object in the displayed table.
5. Click on the ‍ icon in the top right corner of the interface.
6. Verify or select the relevant kDrive in the dropdown menu of the left sidebar menu.
7. Click on General.
8. Choose the page that should be displayed by default on the homepage:
   

Thank you for choosing kDrive, the independent and privacy-respecting solution for collaborating, sharing, and accessing your data from all your devices. Your data is encrypted, continuously backed up, and exclusively hosted in Switzerland.
 

Collaborative storage on a 100% Swiss Made cloud

• Discover kDrive in video (the interface has evolved since)

Getting Started

• Sync kDrive between different devices
• Manage kDrive Lite Sync option (macOS)
• Manage kDrive Lite Sync option (Windows)
• Install kDrive on Linux
• kDrive Folders (personal, shared, public)
• Choose kDrive folders to sync
• Edit a file on kDrive (Word, Excel, PowerPoint)
• kDrive subscription via Apple iOS
• Manage kDrive storage space
• Search for data on kDrive

Sharing your data

• Manage kDrive drop boxes
• Customize kDrive shares and drop boxes
• Share data from kDrive (web interface)
• Share data via email from kDrive (web interface)

Filling your kDrive

• Import external data to kDrive
• Import data to kDrive (iOS)
• Import data to kDrive without kDrive app
• Import data to kDrive via WebDAV
• Import photos to kDrive (iOS / Android)
• Transfer data from an external cloud to kDrive
• Connect to kDrive via WebDAV
• Access kDrive files locally and online
• Scan documents with kDrive (iOS / Android)

With Others

• Manage kDrive user rights
• Manage kDrive users
• Manage multiple kDrive accounts (iOS / Android)
• Manage multiple kDrive accounts (macOS / Windows)
• Copy certain data between kDrive accounts you have access to

Going Further with kDrive

• Manage kDrive categories for organizing data
• Sync Joplin notes via WebDAV with kDrive
• Sync Qnap with kDrive
• Sync Synology with kDrive
• Record a kMeet meeting on kDrive
• Export email attachments from Mail
• Export an email to kDrive
• Add an attachment to an event in Calendar

For Advanced Users

• Move the local kDrive location
• Rename a kDrive
• View kDrive statistics and activity reports

In Case of Problems

• Resolve a kDrive blockage (antivirus, firewall, etc.)
• Resolve a kDrive sync conflict
• Resolve a kDrive synchronization issue
• Resolve a kDrive issue on Android device (don't kill my app)
• Resolve a Lite Sync plugin error on macOS
• Clear browser cache
• kDrive application version (macOS / Windows / Linux)
• Restore a kDrive file to its previous version
• Restore a deleted kDrive file
• Force kDrive to sync hidden and excluded files
• Allow access to your products / Complete a help request
• View kDrive debug information

Learn More About kDrive

• kDrive data security
• kDrive data analysis

Any questions or feedback?

• Contact Infomaniak support
• click here to share your feedback or suggestions on an Infomaniak product

This guide explains how to transfer an Infomaniak product from one Organization to another.

Introduction

• You can move any product subscribed to Infomaniak to a different Infomaniak Manager interface than the one where the product is currently located; this is an internal transfer.
• If your user has access to multiple Organizations, it is very easy to send the product of your choice to one of them.
• This operation does not cause any interruption.
• Users currently having access to the selected products will not be transferred (and may therefore no longer have access to the products).
• Invoices for the selected products will not be transferred.

Generate a Transfer Link

Requirements

• Be an Administrator or Legal Representative‍ within the Organization.

To transfer a product:

1. Click here to access the product transfer management page in the Infomaniak Manager (need help?).
2. Click the Transfer Products button:
   
3. Select the product(s) to move.
4. Review and accept the terms and conditions.
5. Click the Transfer button.

The transfer has started. Now, you can:

1. Copy the transfer link.
2. Send it to the email address of your choice.
3. Complete the transfer by selecting one of the Organizations linked to your user account, and the selected product will be transferred there:
   

Alternative Method

For a one-time transfer, you can also go directly to the dashboard of the product in question and click Manage (example in the image below). However, since this menu is not always available, it is better to use the first method above, which also allows for batch transfers:

Refer to this other guide about Jelastic Cloud.

Receive the Product

Once a transfer has started:

1. Click here to access the Organization that will receive the product(s) (the user must have administrative rights).
2. Execute the link obtained in the first step above.
3. If necessary, choose the destination Organization using the dropdown menu.
4. Read and accept the Terms and Conditions.
5. Click the Receive Product(s) button (if the button is not clickable, make sure to select the Organization).

You can track an ongoing transfer at any time from the icon at the bottom of the left sidebar in the Infomaniak Manager:

This guide details possible solutions when the kDrive app icon turns orange, indicating a conflict during synchronization.

What is a synchronization conflict?

“Conflict” files are created:

1. when a file is edited simultaneously on both sides, whether locally or on kDrive web (its size and/or date are different); the local file is then renamed to "conflict" and the kDrive file is uploaded
2. when files/folders are created/moved simultaneously on both sides with the same name in the same folder; the local file/folder is then renamed to "conflict" and the kDrive file is uploaded
3. when a file is edited on one side and one of its parent folders is deleted on the other side; the edited file is then moved and renamed to "conflict" in the root of the drive
4. when resolving a conflict involving moving a file/folder fails, this file/folder is then moved and renamed to "conflict" in the root of the drive
   

In cases 1 and 2, you can:

• keep both files locally, knowing that the "conflict" file is not synchronized on kDrive
• on the local disk, delete the "conflict" file if it is the less recent of the two
• on the local disk, delete the non-"conflict" file if it is the less recent of the two, then rename the "conflict" file to synchronize it online via the kDrive app
• on the local disk, merge the two files into the non-"conflict" file then delete the "conflict" file

In all cases, always ensure to keep the most up-to-date version on kDrive online.

Note that case one can also occur when the desktop app is uninstalled and then reinstalled while retaining the configuration and meanwhile changes have occurred on the drive. To avoid this, it is recommended not to uninstall the kDrive app while keeping the configuration (other recommendations are presented below).

How to view conflicts?

To view conflicting files:

1. left-click on the kDrive app icon in your computer's notification area (top right on macOS, bottom right on Windows, and a double left-click on the taskbar on Linux)
2. click the information button at the top
3. click on the listed event to see its details
   
4. conflicts and errors are displayed in 2 separate tabs allowing you to see unsynchronized data:
   
   
    
5. the first tab allows you to resolve conflicts:
   
6. you will then need to choose how to resolve the conflict by deciding to send the local version
   1. to the server (= synchronize)
   2. or to the computer's trash
      

Avoiding synchronization conflicts / blacklist

Recommendations:

• do not work on the same file simultaneously (unless you are working online on a Word, Excel, or PowerPoint document).
• sync your offline changes before modifying the same files online
• avoid creating folders with the same name as folders you are not synchronizing on a device

A blacklist type conflict can also occur if problematic characters are among the names of synchronized files, such as tilde ~, slash (forward slash) / or backslash \, and certain types of files like System Volume Information and certain extensions like .idlk, .parms.db, .directory, ._* etc.

If necessary, to manually resolve certain synchronization conflicts that have not been automatically resolved:

1. open both files
2. compare the differences
3. retrieve information from the conflict file (the one with the exclamation mark) into the base file.
4. delete the conflict file that is not synchronized (the one with the exclamation mark and the conflicted copy mention).

This guide explains how to access kDrive files locally on your hard drive, as well as online files from the kDrive version on a web browser.

Prerequisites

• install the kDrive application on your computer

View kDrive Files

When the kDrive application is installed and launched:

1. left-click on the app's icon in the notification area of your computer (top right on macOS, bottom right on Windows, and double left-click in the taskbar on Linux)
2. click on the ⋮ action menu in the top right corner
3. click on Open kDrive Web to access files stored on the kDrive server
   
4. click on the item above to open the disk folder on your computer containing your kDrive files, physically present or virtually present (depending on whether Lite Sync is activated)

This guide explains how to import (a single time only) data (files, folders, etc.) from an external Cloud, such as your previous provider's, to kDrive for example:

• Dropbox
• OneDrive
• OwnCloud
• NextCloud
• any device with a WebDAV service, including external kDrive (refer to this other guide)
• another kDrive that your user account has access to (except for "external" access)

For iCloud and Google Drive, refer to the last chapter at the bottom of this guide. 

Non-imported data

• The data shared with you is not imported.
  • Only the data that truly belongs to you will be imported.
• Google documents such as Gdocs, Sheets, Slides, etc., are not imported (e.g., during a Dropbox import).
• Dropbox Paper documents.

Copying data from an external Cloud into kDrive

To proceed with importing the data:

1. Click here to access the Infomaniak kDrive Web app (online service at kdrive.infomaniak.com).
2. Click on the Settings icon ‍ at the top right.
3. Check or select the relevant kDrive from the dropdown menu on the left sidebar.
4. Click on Import external data:
   
5. Click on Start.
6. Choose the relevant service (refer to the last chapter at the bottom of this guide).
7. Choose the location where the imported files will be stored.
8. Enter any required information if prompted and click the blue Start button:
   
9. Enter any required information if prompted and click the blue Continue button.
10. Complete the wizard.
11. Wait for the data import to finish.

Managing ongoing imports

To track ongoing imports, return at any time to the page mentioned in point 5 above.

To stop an ongoing import, click on the action menu to the right of the listed import on the page and choose to cancel (if the interruption is voluntary, a report is sent to the administrator by email).

Be sure to immediately check your imported data after the operation.

And Google Drive or iCloud Drive?

As Apple does not offer an API like its competitors, the solution to retrieve documents from an iCloud Drive is to install the kDrive macOS app to synchronize the iCloud folder, which should be in your library. You can consider the same solution for Google Drive. Google documents such as Gdocs, Sheets, Slides, etc., will be converted to a standard format like Microsoft .doc.

Thank you for choosing Infomaniak for sending and receiving your emails, as well as for backing up and sharing your data!

These guides will help you use Infomaniak Mail, set up an address on a phone or computer, use kDrive, or switch to a different plan, and much more!

Free Email @ik.me (+ etik.com, etc.)

• Main features
• Accessible tools

What would you like to do?

• Discover your Infomaniak Mailbox (send/receive, compose an email, etc.)
• Import folders/emails from another address
• Redirect your emails from Gmail, Outlook, Yahoo to Infomaniak
• Set up your email address on your phone and computer
• Access the settings of your email address
• Change the password of your email address
• Add a signature to your emails
• Activate an automatic responder
• Import your calendars
• Import your contacts

To go further:

• Unlock the limits of free email
  
• Migrate your emails to another Infomaniak email address
• Customize your Infomaniak Mailbox
• Use keyboard shortcuts
• Daily email sending limit
• Check email storage volume and free up space
• Create an email address with a custom domain name

Free kDrive

What would you like to do?

• Add or import files/folders to a Drive
• Sync your files with your devices
• Share files with contacts
• Check and free up storage on kDrive
• Connect via WebDav from kDrive (paid offer)

To go further:

• Unlock the limits of free kDrive
• Import a Dropbox, OneDrive, or Google Drive account into kDrive (Solo, Team, or Pro offer recommended)

Learn More

• What happens when the account is deleted?
• Create a video conference with kMeet
• Share sensitive information with kPaste
• Transfer large files with SwissTransfer

Having a problem?

This guide explains how to synchronize files stored in kDrive to easily access them on all your devices. kDrive is compatible with macOS, Windows, Linux, iOS, and Android.

Download kDrive

To do this:

1. Open the kDrive download page to download kDrive*
2. Install the downloaded application
3. During installation, pay attention to the permissions that may be requested by the wizard (especially on macOS) and which must be granted for the proper functioning of the application:
   
4. At the end of the installation, the application should open (otherwise, manually open the kDrive application from the device)
5. A form will ask you to log in to your Infomaniak account (need help?):
   
6. Then choose the kDrive to synchronize (if your account allows access to multiple kDrives):
   
7. Activate or not the Lite Sync option (feature of the Windows and macOS app that saves space by virtually storing your kDrive files on your computer, downloading them only when needed):
   
8. A kDrive folder is created on your hard drive at the specified location (location that can be changed by clicking on the pencil icon) and will contain any existing files on your kDrive (some folders may be ignored - read more below) and will send to the kDrive server any files you place there in the future:
   

*Your operating system will be automatically detected to offer you the correct version to download, but you can refer to this additional guide if you are using Linux

Synchronize Files with kDrive

Once the application is installed and the connection to your account is established, you have the kDrive application on your device:

• On a computer, the app icon appears in the notification area of your computer (top right on macOS, bottom right on Windows, and a double left click in the taskbar on Linux), and a kDrive folder is automatically created in your personal documents
  
• Any modifications made to your files and folders are automatically synchronized with your Infomaniak Drive, and you have the option to customize the folders of your Drive that need to be synchronized on your computer
• On a smartphone, the kDrive application allows you to access all the content of your Drive on the go; the application also allows you to automatically back up photos from your mobile

Minimum System Requirements

* No contextual menu on right-click on the OS

Learn More

• Automatically Upload Photos from Your Phone to kDrive
• Manage Multiple Drives from a Smartphone
• Synchronize Multiple Drives on a Computer
• Getting Started Guide: kDrive

This guide explains how to automatically transfer photos from your smartphone (iOS / Android) to Infomaniak's kDrive.

Once this feature is activated, photos from your phone (located in the folder of your choice) will be backed up to a folder of your choice on kDrive.

Prerequisites

• Have a kDrive
• Have the kDrive app on your mobile device

Activate Photo Backup to kDrive

on iOS (iPhone, iPad)

1. Open the kDrive app on iOS
2. Tap on the profile icon at the bottom right
3. Tap on Settings
   
4. Tap on Photo backup to enable it
5. Enable Automatic Backup
6. Allow kDrive to access the photo location of your choice
   
7. Choose the kDrive to use and the kDrive folder that will host your content
   
8. Configure the rest (sending including videos and screenshots, monthly sorting, request to delete content remaining on the smartphone, recursion, etc.) then tap on Save
   

on Android

1. Open the kDrive app on your Android smartphone
2. Tap on the profile icon at the bottom right
3. Tap on Settings
   
4. Tap on Photo backup
   
   
   
5. Enable Automatic Backup
6. Allow the various accesses needed by the kDrive app to access the image tree on the smartphone
7. Allow background operation
   
8. Refer to the guide for advanced background operation if necessary
9. Validate the actions
10. Close this section
    
11. Choose the kDrive to use and the kDrive folder that will host your content
    
12. Choose the smartphone folder where your photos to be sent to kDrive are located
    
13. Configure the rest (sending including videos, monthly sorting, request to delete content remaining on the smartphone, recursion, synchronization delay, etc.) then tap on Save