This guide explains how to troubleshoot certain Lite Sync macOS errors that may occur with the desktop app kDrive (desktop application on macOS).

Synchronization Blockage 1/10

Check if macOS permissions are enabled for kDrive and the Lite Sync extensions:

1. Open macOS settings.
2. Under General, click on Open and Extensions.
3. Scroll down to Endpoint Security Extensions :: kDrive LiteSync Extension:
   
4. Make sure the permissions are enabled and validate at the bottom:
   

Take this opportunity to check the other items related to kDrive to make sure everything is enabled.

Error of type "Unable to start Lite Sync plugin"

To fix an error of the type "Unable to start Lite Sync plugin" which generally occurs when the Lite Sync extension is missing or does not have the necessary permissions…

… check the presence of the extension

From a Terminal application (command-line interface, CLI /Command Line Interface) on a macOS device:

% systemextensionsctl list

The result will be similar to:

1 extension(s)
--- com.apple.system_extension.endpoint_security
enabled active teamID bundleID (version) name [state]
* * 864VDCS2QY com.infomaniak.drive.desktopclient.LiteSyncExt (3.5.0/1) kDrive LiteSync Extension [activated enabled]

If the result of the command does not mention "kDrive LiteSync Extension", the extension is not present:

• Remove the synchronization and add it again.

If the result of the command does not have the status [activated enabled]:

• Authorize the extension in System Settings / Privacy & Security.

… check the extension permissions

In the macOS device's System Settings / Privacy & Security / Full Disk Access:

Grant full access to kDrive and the Lite Sync extensions:

… check the extension's operation

From a Terminal:

% ps -ef | grep LiteSyncExt

The result should be similar to:

0  7434     1   0  1:02   ??         0:25.42 /Library/SystemExtensions/6035BDE4-B7D6-477E-A6AB-C2281E3C7752/com.infomaniak.drive.desktopclient.LiteSyncExt.systemextension/Contents/MacOS/com.infomaniak.drive.desktopclient.LiteSyncExt

If the extension doesn't seem to be working, try the following:

• Restart the app.
• Reboot the Mac.
• Delete / add the sync.
• Uninstall / reinstall the app.

If it's still not working

• If necessary, send the kDrive logs (in Debug mode) to Infomaniak support.
  
• Check in the Console if there is a crash report on the date of the last app startup, and if so, send it to Infomaniak:
  

Retrieve the kDrive messages in the Console:

• Quit the app.
• In the Console, select the Mac, filter by [KD], click Start:
  
• Launch the app.
• Click in the list of messages, select them (Ctrl+A), copy them (Ctrl+C) and send them to Infomaniak.