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

Running kDrive in the background

For kDrive synchronization to work when there is an update to your kDrive data (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 folder icon 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 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 mobile kDrive 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.

You can work around this issue by following the instructions available in English on the site don't kill my app at the address dontkillmyapp.com:

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

Don't see your phone's brand? Then your phone is probably not causing any issues.

Missing folders on the computer

If everything seems fine…

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

but you notice that…

• … folders like the Organization folders (shared 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 Mo 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 App 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 to the left of the name of your synchronization to expand the folder tree of the folders contained.
5. Activate the boxes corresponding to the folders that are not yet synchronized as you wish.
6. Validate with the blue 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 on pause

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 box for the eml type:
   ‍
5. Validate and close the windows.

Adobe file synchronization

Adobe applications such as Illustrator, Photoshop, Lightroom, etc. encounter issues when saving files (Adobe software error messages, file duplication, etc.) on kDrive. Therefore, it is best to avoid including Adobe files in a synchronization.

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