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

• To analyze the service behavior and identify the source of the issue you are experiencing, Support Infomaniak may ask you to perform an action to grant temporary access to part of your content, strictly limited to this analysis context, to save time in diagnosing and avoiding unnecessary back-and-forth; in accordance with Infomaniak's privacy policy, no data will be used for other purposes.
• Only Infomaniak employees who will handle your support request will be able to access it from Infomaniak's controlled facilities.
• 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

In this regard, to allow Infomaniak to access a specific part of your services:

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 linked to the Web app Mail Infomaniak (online service mail.infomaniak.com).
   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 software pre-installed for 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, IMPR. ECRAN, 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 captures.

… on macOS

1. Press the "CMD" + "shift" (the upward-facing arrow — shift) + "3" keys simultaneously.
2. Every time you press 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 (for example Samsung, LG or Huawei)

1. Press the “Volume Down” button (on the side) and the lock button at the same time.
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 Windows popup as text, simply press the CTRL + C key 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.

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

Preamble

• This guide applies to the Web app kDrive (online service kdrive.infomaniak.com).
• The desktop app kDrive (desktop application for macOS / Windows / Linux) is not directly concerned (and will not display certain elements).
  • The mobile app (application for iOS / Android smartphone or tablet) is similar in terms of menu organization (with a few peculiarities such as offline files for example).
• The Communs folders and the Partages menu are only visible with certain multi-user offers.
• Do not rename and/or move the default folders either on the Web version or locally, as this causes synchronization issues.

3 main elements

The kDrive interface offers a left sidebar menu that guides you to the elements of kDrive, including these three main elements:

1. “Shared Folders”

This folder displays the tree structure of folders automatically shared with some or all users of the same kDrive; if they contain documents, they will be displayed in the center of the interface:

If you create a new folder here, you can choose to share it with the entire Organization (all kDrive users) or just a few users/teams:

2. “My personal folder”

This folder displays the tree structure of folders specific to the user themselves: indeed, each kDrive user has their own personal space that will not be automatically shared with other users of the same kDrive:

Any documents will be displayed in the center of the interface.

3. “Shares”

The Shares menu leads to 4 sub-menus displayed in the left sidebar:

1. The items shared with you by other kDrive users, among the kDrive accounts you have access to with your login credentials
2. The items that you share with other users
3. The elements you have shared by creating a public share link
4. The drop boxes

Any additional items will appear in the center of the interface and can be modified or deleted.

Secondary elements

“My favorites”

This menu groups your files and folders defined as favorites on kDrive, which you can then find on the web app…

… and the mobile app:

“My recent modifications”

This menu displays the latest operations performed by your user:

You can quickly return to recently modified files, even if they are scattered across different subfolders in your kDrive. You can also select these files to move or delete them in bulk.

“Trash”

This menu leads to your deleted data that can still be restored:

“Categories”

You can also quickly access your files if they are categorized using the Categories menu by clicking on the different categories grouped there:

Set the default display on startup

You can choose which home page to start navigating within online kDrive, from the following three options:

1. your personal folder
2. the folder of shared documents
3. Favorites (which groups the documents added to favorites by your user)

To access kDrive and modify the homepage:

1. Click here to access your product management on the Infomaniak Manager (need help?).
2. Click on the Settings icon ‍‍ at the top right.
3. Check or select the relevant kDrive from the dropdown menu in the left sidebar.
4. Click on General in the left sidebar.
5. Select the page that should be displayed by default when arriving at 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

• Synchronize kDrive across different devices
• Manage the kDrive Lite Sync option (macOS)
• Manage the Lite Sync option kDrive (Windows)
• Install kDrive on Linux
• kDrive Folders (personal, common, shared)
• Select the kDrive folders to sync
• Edit an Office file type on kDrive (Word, Excel, PowerPoint)
• kDrive subscription via Apple iOS
• Manage kDrive storage space
• Search for data on kDrive

Share your data

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

Fill your kDrive

• Import external data to kDrive
• Import data to kDrive (iOS) or just the iPhone photos automatically
• Import photos to kDrive (Android)
• Import data to kDrive without the kDrive app
• Import data to kDrive via WebDAV
• Connect to kDrive via WebDAV
• Access kDrive files locally and online
• Scan documents with kDrive (iOS / Android)

For multiple users

• Manage a kDrive user's rights
• Manage folder and subfolder access permissions
• Manage kDrive users
• Manage multiple kDrive (iOS / Android)
• Manage multiple kDrive (macOS / Windows)
• Copy certain data between kDrive accounts you have access to

Go further with kDrive

• Manage kDrive categories to sort data
• Synchronize Joplin notes via WebDAV with kDrive
• Synchronize Qnap with kDrive
• Synchronize Synology with kDrive
• Record a kMeet meeting on kDrive
• Export the attachments of an email 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
• Display kDrive statistics and activity report

In case of issue

• Resolve a kDrive block (antivirus, firewall, etc.)
• Resolve a kDrive sync conflict
• Resolve a kDrive synchronization issue
• Fix a kDrive issue on Android device (don't kill my app)
• Fix an error with the Lite Sync plugin on macOS
• Clear the browser cache
• Clear the cache of the kDrive mobile app
• kDrive application version (macOS / Windows / Linux)
• Restore a kDrive file to a previous version
• Restore a deleted kDrive file
• Force kDrive to sync hidden and excluded files
• Allow access to your products / Complete a support request
• Display kDrive debugging information

Learn more about kDrive

• kDrive data security
• kDrive data analysis

A question or feedback?

• Contact Infomaniak support
• Click here to share your opinion or suggestion about an Infomaniak product

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

Preamble

• You can move almost all products subscribed with Infomaniak to a different Infomaniak Manager interface than the one on which the product is currently located; this is therefore an internal transfer.
• If your user has access to several Organizations it is even easier to send to one of them the product of your choice.
• This operation does not cause any interruption.
• The users currently having access to the selected products will not be transferred (and therefore may no longer have access to the products).
• The invoices for the selected products will not be transferred.
• kSuite cannot be transferred.

Generate a transfer link

Prerequisites

• Be Administrator or Legal Representative‍ within the Organization.

To transfer a product:

1. Click here to access product transfer management on the Manager Infomaniak (need help?).
2. Click on the Transfer products button:
   
3. Check the product(s) to be moved.
4. Read and accept the general terms.
5. Click on the Transfer button.

The transfer has started. Now, you have a choice:

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 to which your user is attached, and the selected product will be transferred there:
   

Alternative method

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

Refer to this other guide regarding Jelastic Cloud.

Receive the product

Once a transfer has started:

1. Click here to access the Organization that must receive the product(s) (the user must have administrative rights).
2. Run the link obtained in the first step above.
3. If necessary, select the destination Organization using the drop-down menu.
4. Read and accept the General Terms.
5. Click on the button Receive the product (if the button is not clickable, make sure you have selected the Organization).

Find an ongoing transfer at any time from the bottom icon on the left sidebar of the Manager Infomaniak:

This guide explains how to import (once only) into kDrive data (files, folders, etc.) from an external cloud, such as your previous provider's, for example Dropbox or Microsoft.

Specific guides

Click on the link corresponding to your current host:

• Google Drive: complete guide to migrate data from Google Drive to Infomaniak
• Apple iCloud: complete guide to migrate data from iCloud to Infomaniak

Guides for any other external Cloud provider

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" type access)

Data not imported

• The data that has been shared with you is not imported.
  • Only the data that truly belongs to you will be imported.
• The Google documents of type Gdocs, Sheets, Slide, etc. …
  • … are not imported during a Dropbox import.
  • … are converted by Google when these files are downloaded from Google Drive on macOS/Windows.
  • … are not converted when they are copied from the local directory of Google Drive to the local directory of kDrive. Therefore, it is imperative to download the files from the web version of Google Drive.
• The Dropbox Paper documents.
• The shared links Dropbox, visible here.
• The individually shared Dropbox files, visible here (however, folder shares and common documents will be imported).‍

To proceed with the data import:

1. Click here to access the Web app kDrive Infomaniak (online service kdrive.infomaniak.com).
2. Click on the Settings icon ‍ at the top right.
3. Check or select the relevant kDrive from the dropdown menu in the left sidebar.
4. Click on Import external data:
   
5. Click on Start.
6. Select 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 and click the blue Start button:
   
9. Enter any required information and click the blue Continue button.
10. Finish the assistant.
11. Wait while the data is being imported.

Manage the ongoing import

To monitor 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 import listed on the page and choose to cancel (in case of voluntary interruption, a report is sent by email to the administrator).

Check your imported data immediately after the operation.

This guide details possible solutions when the kDrive desktop app icon (desktop application on macOS / Windows / Linux) turns orange, indicating that there has been a synchronization conflict.

Preamble

• Refer to this other guide if you notice a problem even though the kDrive desktop app icon is green‍.

What is a synchronization conflict?

The "conflict" files are created when…

1. … a file is edited simultaneously from both sides, whether locally or on the kDrive web (its size and/or date are different); the local file is then renamed to "conflict" and the one from kDrive is downloaded
2. … files/folders are created/moved simultaneously from both sides with the same name in the same folder; the local file/folder is then renamed to "conflict" and the one from kDrive is downloaded
3. … a file is edited on one side and one of its parent folders is deleted on the other; the edited file is then moved and renamed as "conflict" in the root of the drive
4. … the resolution of a conflict involving the movement of a file/folder cannot be completed, 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 with kDrive
• … on the local disk, delete the "conflict" file if it is the least up-to-date of the two
• … on the local disk, delete the non-"conflict" file if it is the least up-to-date of the two, then rename the "conflict" file to sync it online via the kDrive application
• … on the local disk, merge the two files into the non-"conflict" file and then delete the "conflict" file

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

Note that this case can also occur when the computer application is uninstalled and then reinstalled while keeping the configuration, and modifications are made to the drive in the meantime. To avoid this, it is recommended not to uninstall the kDrive application while keeping the configuration (other recommendations are presented below).

How to display conflicts?

To display the conflicting files:

1. Left-click on the desktop app icon in your computer's notification area (top right on macOS, bottom right on Windows and a double left-click in the taskbar on Linux).
2. Click on the information button at the top.
3. Click on the listed event to view its details:
   
4. Conflicts and errors are displayed in 2 separate tabs allowing you to view 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. on the server (= sync)
   2. or to the computer's recycle bin
      

Avoiding synchronization conflicts / blacklist

The recommendations:

• Do not work on the same file simultaneously (unless you are working online on a Word, Excel or PowerPoint document).
• Synchronize your offline changes before modifying the same files online
• Avoid creating folders that have the same name as folders that you are not synchronizing on a device

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

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

1. Open the two files.
2. Compare the differences.
3. Retrieve the information from the conflict file (the one with the exclamation mark) into the base file.
4. Delete the unsynchronized conflict file (the one with the exclamation mark and the mention conflicted copy):
   

This guide explains how to access kDrive files locally on the hard drive using the desktop app kDrive (desktop application for macOS / Windows / Linux), as well as files from the Web app kDrive (online service kdrive.infomaniak.com).

Prerequisites

• Install the desktop app kDrive on your device.

See the kDrive files

When the kDrive app is installed and launched:

1. Left-click on the app icon 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).
2. Click on the action menu ⋮ at the top right.
3. Click on Open kDrive Web to access the files stored on the server kDrive:
   
4. Click on the item above to open the folder on your computer's disk containing your kDrive files, physically present or virtually present (depending on whether Lite Sync is enabled).

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

Preamble

• The desktop app kDrive (desktop application for macOS / Windows / Linux) automatically synchronizes any changes made to your files & folders from the workstation (Finder / Explorer) directly or from the mobile app & web app.
  • You have the option to customize the folders of your Drive that should be synchronized on your computer.
• The mobile app kDrive (app for iOS/Android smartphone or tablet) allows you to access all your content on the go and also automatically back up photos from your mobile device:
  • Refer to this other guide for iOS and for Android…
  • Note that there is no automatic synchronization between the content of your mobile device and kDrive; this is the same as with competing apps that do not offer it either, as the restrictions of mobile operating systems are too significant to allow it (alternative solutions generally paid for exist via third-party apps using the WebDAV protocol).

Download kDrive on computer

Minimum system requirements to use the kDrive desktop app (desktop application for macOS / Windows / Linux)

* no context menu on right-click on the OS

Your operating system will be automatically detected to offer you the appropriate version to download (refer to this other guide if you are using Linux) then follow the installation assistant by granting the necessary rights to the application:

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 assistant (especially on macOS) and that must be granted for the proper functioning of the application:
   
4. At the end of the installation, the application should open (otherwise, launch the kDrive application manually from the device).
5. A form asks you to log in to your Infomaniak account (need help?):
   
6. Then select your kDrive offer from the list (if your account allows access to multiple kDrives):
   
7. Enable or disable the Lite Sync option (a feature of the app for Windows and macOS that saves space by virtually storing your kDrive files on your computer, downloading them only when necessary):
   
8. A kDrive folder is created on your hard drive at the indicated location (location that can be modified by clicking on the pencil icon ✎) and will contain the files that may already exist on your kDrive (some folders may be ignored - read below) and will send to the kDrive server all the files that you will place there in the future:
   

Synchronize files with kDrive

Once the application is installed and connected to your account, 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 left double click in the taskbar on Linux) and a kDrive folder is automatically created in your personal documents.
  

This guide explains how to automatically transfer photos from your mobile device (iOS) to kDrive Infomaniak.

Introduction

• Once this feature is enabled, the photos from your mobile device will be saved in a folder of your choice on kDrive.
• Foreground mode: synchronization works optimally when the kDrive app is active and in the foreground!
• Limited background mode: background synchronization is subject to the following constraints:
  • After leaving the application, kDrive continues to run for about 30 seconds to complete ongoing uploads.
  • The application may be reactivated automatically by iOS every 15 minutes or so, for sessions of a maximum of 30 seconds.
  • At night, if your device is charging, not in use, and connected to the Internet, the application may benefit from several hours to perform background uploads.

Enable sending to kDrive on iOS (iPhone, iPad)

Prerequisites

• Have a kDrive.
• Have the mobile app kDrive (app for iOS smartphone or tablet).

To send photos to kDrive:

1. Open the kDrive mobile app (iOS).
2. Tap the photo/initials at the bottom right.
3. Tap on Settings:
   
4. Tap Photo Backup to enable it
   
5. Enable Automatic Backup.
6. Allow kDrive to access the photo location of your choice:
   
7. Select the kDrive to use as well as the folder in kDrive that should host your content:
   
8. Configure the rest (including sending videos and screenshots, monthly sorting, request to delete content left on the device, etc.) then click on Save:
   

This guide details the installation of the desktop app kDrive Infomaniak on a computer with a Linux operating system. It will then allow you to synchronize your files with kDrive.

Prerequisites

• Download the kDrive application for Linux (file type .AppImage)
• Fuse2 (required to run an appimage*)
• D-Bus
• Gnome-keyring or kwallet(usually already present on your machine except with certain lightweight distributions)

Installation of kDrive on Linux

For this:

1. Place the file in a folder named e.g. "Applications".
2. Right-click on the file and select Permissions.
3. Check the box "Allow executing file as program".
4. Optional for Ubuntu: add the file to "Startup Applications Preferences" so that kDrive runs on startup.

* Since version 23.04 (and later) of Ubuntu, nothing will happen after double-clicking the AppImage file. Indeed, the latest versions of Ubuntu use a version of FUSE (the "Filesystem in User Space" interface on which AppImages rely to function) that is too recent for AppImages to be designed for. AppImages need FUSE v2 to function: sudo apt install libfuse2