This guide explains how to retrieve and transmit debugging information (logs, reports, and error logs) from the kDrive application in case of a problem on macOS, Windows, or Linux.

Preamble

• It may happen for various reasons (a file type or a name length exceeding commonly accepted limits, etc.) that the synchronization by the kDrive app no longer progresses.
• Logs allow Infomaniak Support to better track the problem that may occur between your device and the kDrive application.
• The extended logs “record” kDrive activity from the moment you activate them; they are the ones that allow Infomaniak to trace the problem best.
• Refer to these other guides to try to resolve the problem without sending the logs: conflicts and known issues.

Save and share the logs with Support

When requested by Infomaniak Support:

1. Open the kDrive application on your computer, the app icon must be visible in the notification area.
2. Perform a 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).
3. Click on the action menu ⋮ to the right of the application window.
4. Select Application Preferences:
   
5. Scroll down to the Advanced section and click on the arrow to the right of debugging information:
   
6. Check the box for extended logs as in the image below:
   
7. Click the SAVE button and let the application run for at least 10 minutes.
8. Return 10 minutes later to the same place (points 1-6 above) and then click the blue button to share your debugging information with Infomaniak Support:
   
9. Inform Infomaniak Support of this action within the ongoing exchange.

Alternative method

In case of a problem with the method above:

1. Click on the blue link on the left to Open the debug folder.
2. From this folder, you will have access to all the bug reports of the kDrive application on your device:
   
    

If the application does not open, you can also access the logs via these paths:

• macOS: /private/var/folders/h_/5c_k9rr564q0kzqv8rz8_dn80000gn/T/kDrive-logdir (note "h_/5c_k9rr564q0kzqv8rz8_dn80000gn" will be different on your computer)
   
• Windows (copy-paste into the file explorer): C:\Users\%USERNAME%\AppData\Local\Temp\kDrive-logdir (if necessary, enable hidden files and folders in the Windows explorer)
   
• Linux: /tmp/kDrive-logdir/ 

To manually send the collected files:

1. If the files are not large, send them directly to Infomaniak Support within the ongoing exchange.
2. If the files are large, compress them in .zip format and send them to Infomaniak Support within the ongoing exchange.
3. If they are still too large to be sent by email, send the .zip archive to swisstransfer.com to obtain a share link that you will need to communicate to Infomaniak Support within the ongoing exchange: