This guide explains how to troubleshoot access or usage issues with kDrive on Windows and macOS when third-party software may be interfering with your synchronization.

Introduction

• The kDrive application may sometimes encounter interaction issues with Windows or macOS firewalls, as well as with antivirus, VPN, or cleanup software.
• This can lead to files not synchronizing correctly, PDF files failing to open in the web interface, or the inability to use Lite Sync mode (on-demand files).
• If you encounter a problem, you need to authorize kDrive within these applications and add the following three essential components to the whitelist:
  1. kdrive.exe (or kdrive.app on macOS)
  2. kdrive_client.exe
  3. The domain: *.infomaniakusercontent.com

Allow kDrive on…

… macOS

1. Open System Settings (or System Preferences).
2. Click on Privacy & Security (or Security & Privacy).
3. Select the Firewall.
4. Click on the Firewall Options button (enter your administrator password if prompted).
5. Click on the Add an application (+) button.
6. Select the kDrive application to allow incoming connections.
7. Click on Add, then click on OK.

… Windows

1. Open the Start menu and click on Settings.
2. In the search field, enter Firewall.
3. Click on Allow an app through Windows Firewall.
4. Click on the Change settings button.
5. Check the boxes next to the kDrive applications (refer to the introduction).
6. Check the boxes under the network type (private or public) and then click OK.

… Windows Defender

1. Open Windows Security from the notification area.
2. Select Virus and threat protection.
3. Go to Manage settings.
4. Scroll down to Exclusions and click on Add or remove exclusions.
5. Click on Add an exclusion and add the kDrive files or folders (see introduction).

… Avast

1. Open the Avast interface.
2. Go to Menu > Settings.
3. Under the General tab, click on Exceptions.
4. Click on Add an exception and enter https://*.infomaniakusercontent.com/*.
5. Also, go to File Paths to add the kDrive executable files.

An additional step to take in Avast to prevent any blocking (especially when opening PDFs):

1. Disable QUIC/HTTP3 scanning:
   

… AVG

1. To exclude files from the executable (.exe … see the introduction above), please refer to this other guide (step 5).

… Avira

1. Right-click on the Avira icon and temporarily disable the protection.
2. Go to Settings > PC Protection > Scan > Exceptions.
3. Add the kDrive files (see introduction).
4. Repeat the operation in Real-time Protection > Exceptions.

… Bitdefender

1. Go to Protection > Online Threat Prevention > Settings.
2. Click on Manage exceptions.
3. Add the domain *.infomaniakusercontent.com and check the online prevention option.
4. If you are using the TrafficLight browser extension, also add this domain to its whitelist.
5. To exclude files from the executable (.exe, etc. – see the introduction above), please refer to this other guide.

… CCleaner

1. Go to Options > Exclude.
2. Click on Add and select the files or folders in kDrive.

… CleanMyMac

1. In the analysis results screen, hold down the Ctrl key and click on the kDrive items.
2. Select Add to exclusion list.

… ESET

1. Open ESET and press F5 (Advanced settings).
2. Go to Antivirus > Exclusions.
3. Click on Add and enter the paths to kDrive.

… Kaspersky

To resolve issues with kDrive files, exclude kdrive.infomaniak.com and *.infomaniakusercontent.com from the scan:

If the problem persists, uncheck the box (3) below:

… Malwarebytes

1. Go to Settings > Exclusions.
2. Click on Add an exclusion and select the kDrive files.

… McAfee

1. To exclude files from the executable (.exe… see the introduction above), please refer to this other guide.

… Norton

1. Go to Settings > Antivirus > Scans and risks.
2. In Exclusions / Low risks, configure the "URLs to exclude from the scan".
3. Add *.infomaniakusercontent.com.
4. To exclude files from the executable (.exe, etc. – see the introduction above), please refer to this other guide.

… NordVPN

Check within NordVPN, and more specifically in Anti-Threats Pro (Threat Protection), the list of blocked files or activities to allow kDrive and the *infomaniakusercontent.com domain.