This guide helps you resolve certain cases where you notice that kDrive data is not synchronized between your devices.

Running the kDrive application in the background

For kDrive synchronization to work when there is an update to your data on the kDrive (new file, edited document, etc.), it is obviously necessary for the kDrive app to be open (and for you to be logged in with the correct user account, etc.).

On Windows: Access the kDrive icon for verification

To check if the kDrive app is running on a Windows computer, you need to locate the kDrive icon, which represents a folder (gray, green, or red) in the notification area.

1. If necessary, open the kDrive software installed on your computer:
   1. Click on the Start menu to open it.
   2. Search for kdrive.
   3. The search result should display the kDrive app (otherwise reinstall the application).
   4. Open the kDrive app by clicking on Open or Run as administrator: 
      
2. The app icon should be visible in the notification area of your computer at the bottom right on Windows.
3. If it is not there:
   1. Locate the small arrow (or chevron) that indicates hidden icons:
      
   2. Click on this arrow to expand the notification area.
   3. The hidden icons will then appear, allowing you to view the desired application:
      
   4. You can also check the notification area customization settings in Windows system settings.
4. Click on the icon to access your kDrive synchronization settings and information:
   

On macOS: Access the kDrive icon for verification

If your computer does not display anything new in the folder corresponding to kDrive (no synchronization):

1. Check if you see 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. If it is missing but you remember having installed the kDrive application on your computer, it is possible that it is simply not open, so look for it and then launch it:
   
3. Once opened (and having passed the step of reconnecting to the Infomaniak account if necessary), the kDrive icon appears:
   
4. A few seconds later, synchronization occurs in both directions:
   

On Android: kDrive and background operation

When you import large files or multiple files into kDrive, this can take several minutes. To ensure data import, the kDrive mobile app needs to be able to continue this task when you close the application or open another one. The automatic photo backup function in kDrive may also be disrupted if the app cannot run in the background.

Due to the power management policy on some devices of certain manufacturers (especially Chinese ones), applications not on their whitelist may be automatically stopped, preventing certain tasks from functioning properly.

It is possible to work around this problem by following the instructions available in English on the don't kill my app website at dontkillmyapp.com:

• Asus
• Huawei
• Lenovo
• Meizu
• Oneplus
• Oppo
• Samsung
• Vivo
• Xiaomi

Don't see your phone's brand? Then your phone probably doesn't have any issues.

Missing some folders on the computer

If everything seems to be fine…

• … no interrupted synchronization
• ... no error message
• … you have the access rights when you view them in their online version (ksuite.infomaniak.com/kdrive)

but you notice that…

• … folders like the Organization Folders or other directories are not visible on your computer…

then check on the desktop app kDrive installed on your computer the setting that allows you to limit the synchronization of large folders (500 MB by default):

1. Left-click on the desktop 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 ⋮ on the right of the window that appears.
3. Click on Application Preferences:
   
4. Disable the toggle switch to have no limits on the size of synchronized folders:
   

Then check on the desktop app kDrive installed on your computer which folders you want to synchronize:

1. Left-click on the desktop 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 ⋮ on the right of the window that appears.
3. Click on kDrive Settings:
   
4. Click on the chevron ‍ to the left of your synchronization name to expand the list of folders.
5. Expand the contents of listed folders if necessary and check/uncheck the folders to synchronize with your computer.
6. Click on the blue Validate button:
   

The result will be that your local folder representing kDrive (named kDrive, or kDrive2, or other) on the computer will finally display all the desired folders (after the necessary time for synchronization).

Synchronization in progress (0/10) then paused

Check that the Windows Search service is not stopped. Proceed through the Run window (Win + R):

1. Enter services.msc.
2. Click OK:
   
3. Locate Windows Search in the list of the Services window and activate it if it is not already:
   

Continuous synchronization (files .eml)

A problem related to Windows indexing may occur during the synchronization of kDrive files with the .eml extension (a file type corresponding to email export/save). It is therefore necessary to remove the eml type from the indexing options to resolve this issue:

1. Open the Start menu and search for indexing options.
2. Click on Indexing Options (Control Panel):
   
3. Click on the Advanced button.
4. Uncheck the eml type box:
   ‍
5. Validate and close the windows.

Adobe file synchronization

Adobe applications such as Illustrator, Photoshop, Lightroom, etc. or some architecture/3D applications encounter problems when saving files (error messages in the software concerned, file duplication...) on kDrive. Therefore, it is best to avoid including such files in a synchronization.

Adobe explicitly states that it does not support cloud synchronizations, external drives, and network drives.