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

✘ UNAVAILABLE‍ with
my kSuite / my kSuite+ (ik.me, etik.com, ikmail.com) 

Introduction

• For a variety of reasons (e.g., a file type or a filename length exceeding commonly accepted limits), synchronization via the kDrive app may stop progressing.
• Logs allow Infomaniak Support to better track any issues that may occur between your device and the kDrive application.
• Extended logs “record” kDrive activity from the moment you enable them; they are what allow Infomaniak to best trace the problem.
• Consult these other guides to try to resolve the issue 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. Left-click on the 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).
3. Click on the action menu ⋮ on the right side of the application window.
4. Select Application Preferences:
   
5. Scroll down to the Advanced section and click on the arrow to the right of the debugging information:
   
6. Check the box for extended logs as shown in the image below.
7. Click the SAVE button and let the application run for at least 10 minutes:
   
8. Return to the same location 10 minutes later (steps 1-6 above), then click the blue button to share your debugging information with Infomaniak Support:
   
9. Inform Infomaniak Support about this action within the current exchange.

Alternative method

If you encounter any issues 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 for the kDrive application on your device:
   
    

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

• macOS: /Users//Library/Logs/kDrive
   
• Windows (copy and paste into the file explorer): C:\Users\%USERNAME%\AppData\Local\Temp\kDrive-logdir (if necessary, enable hidden files and folders in Windows Explorer)
   
• Linux: /home//.local/state/kDrive/logs

To manually send the collected files:

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