This guide helps you troubleshoot cases where you notice that kDrive data is not synchronizing between your devices.

Certain folders are missing on your computer

If everything seems to be working correctly:

• the kDrive app is running in the background and functioning,
• no synchronization is interrupted,
• no error messages are displayed,
• you have the correct access rights when viewing the folders in their online version (ksuite.infomaniak.com/kdrive),

but you notice that:

• folders such as Organization Folders or other directories are not visible on your computer,

then check the setting in the desktop kDrive app installed on your computer that limits 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 double-left-click in the taskbar on Linux).
2. Click on the action menu ⋮ on the right in the window that appears.
3. Click on Application Preferences:
   
4. Disable the toggle switch to remove the size limit for synchronized folders:
   

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

1. Left-click on the desktop app icon in your computer's notification area (top right on macOS, bottom right on Windows, and 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 display the list of folders.
5. If necessary, expand the contents of the listed folders and check/uncheck the folders to be synchronized with your computer.
6. Click on the blue Save button:
   

As a result, your local folder representing kDrive (named kDrive, or kDrive2, or other) on the computer will finally display all the desired folders (after the time required for synchronization).

Synchronization in progress (0/10) then paused

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

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

Continuous synchronization ( .eml files)

An issue related to Windows indexing may occur when synchronizing kDrive files with the .eml extension (a file type corresponding to email export/saving). Therefore, it is 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., or certain architecture/3D applications, encounter problems when saving files (error messages in the relevant software, file duplication, etc.) on kDrive. Therefore, it is best to avoid including such files in a synchronization.

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

File Name Issues

Recommended Structure

• Use only standard alphanumeric characters.
• Replace trailing spaces with underscores (_) or hyphens (-).
• Limit the total path length (folder name + file name) to less than 255 characters.

The following characters should be avoided as they are reserved by the Windows file system or cloud storage servers:

• < (less than)
• > (greater than)
• : (colon)
• " (quotation mark)
• / (forward slash)
• \ (backslash)
• | (vertical bar)
• ? (question mark)
• * (asterisk)

The location of the space is often more critical than the character itself for synchronization:

• Space at the end of the name: a file named "project .pdf" causes major synchronization errors on Windows.
• Space at the beginning of the name: may make the file invisible or difficult to index.
• Period at the end of the name: folders ending with a period (e.g., "Archives.") are rejected by Windows.
• Unicode spaces (non-breaking spaces): invisible characters often generated on macOS that appear as spaces but are technically special characters not supported by Windows.

File Names Reserved by the System

The following terms should not be used as file names, as they are reserved for Windows internal communications:

• COM1, COM2, COM3, COM4, COM5, COM6, COM7, COM8, COM9
• LPT1, LPT2, LPT3, LPT4, LPT5, LPT6, LPT7, LPT8, LPT9

Problèmatiques liées aux noms des fichiers

Recommandations de structure

• Utiliser uniquement des caractères alphanumériques standards.
• Remplacer les espaces de fin par des underscores (_) ou des tirets (-).
• Limiter la longueur totale du chemin d'accès (nom du dossier + nom du fichier) à moins de 255 caractères.

Ces caractères sont à proscrire car ils sont réservés par le système de fichiers Windows ou les serveurs de stockage cloud :

• < (inférieur à)
• > (supérieur à)
• : (deux-points)
• " (guillemets)
• / (slash)
• \ (backslash)
• | (barre verticale)
• ? (point d'interrogation)
• * (astérisque)

L'emplacement de l'espace est souvent plus critique que le caractère lui-même pour la synchronisation :

• Espace en fin de nom : un fichier nommé "projet .pdf" provoque des erreurs de synchronisation majeures sur Windows.
• Espace au début du nom : peut rendre le fichier invisible ou difficile à indexer.
• Point en fin de nom : les dossiers se terminant par un point (ex: "Archives.") sont rejetés par Windows.
• Espaces Unicode (insécables) : caractères invisibles générés souvent sur macOS qui apparaissent comme des espaces mais sont techniquement des caractères spéciaux non supportés par Windows.

Noms de fichiers réservés par le système

Les termes suivants ne doivent pas être utilisés comme noms de fichiers, car ils sont réservés aux communications internes de Windows :

• CON, PRN, AUX, NUL
• COM1, COM2, COM3, COM4, COM5, COM6, COM7, COM8, COM9
• LPT1, LPT2, LPT3, LPT4, LPT5, LPT6, LPT7, LPT8, LPT9

Also, please refer to this other guide.