This guide explains how to provide useful details when requesting assistance and authorize Infomaniak Support to access your online products and more specifically their content.

Preamble

• To analyze the behavior of the service and identify the source of the problem you are experiencing, it may happen that Infomaniak Support asks you to perform a manipulation allowing temporary access to part of your content, strictly limited to this analysis context, in order to save time in the diagnosis by avoiding unnecessary back and forth; in accordance with Infomaniak's privacy policy, no data will be used for other purposes.
• Only Infomaniak employees who will handle your support request will be able to access it from Infomaniak's controlled facilities.
• You can revoke this access at any time or wait 7 days for the access to close automatically.
• Different contents may be accessible (read below): authorizing access to one does not authorize access to the other - these are specific authorizations.
• You can also easily share a single specific email.

Authorize Support to access your content

To this end, to authorize Infomaniak to access a very specific part of your services:

1. Click here to access the management of Support access to your products on the Infomaniak Manager (need help?).
2. Click on the toggle switch to authorize access to the content of the…
   1. … email addresses attached to the Infomaniak Web Mail app (online service ksuite.infomaniak.com/mail).
   2. … folders among the existing kDrive(s) in the organizations of which the current user is a part
   3. … discussions among the existing kChat product(s) in the Organizations of which the current user is a part
      

Take screenshots…

… on Windows

Microsoft provides a software pre-installed for screenshots. But to do it manually:

1. Display what you want/need to transmit on the screen.
2. Press the PRINTSCREEN key on your keyboard (or PRTSCR, PRTSCN, etc.) once.
3. In Microsoft Word (or similar), go to "Edit" -> "Paste" to place your image on the page.
4. Save your file.
5. Repeat the operation from step 1 to step 5 as many times as the number of desired captures.

... on macOS

1. Press the keys "CMD" + "shift" (the hollow arrow up — shift) + the key "3".
2. Each time you press these keys, an image file is created on your computer's desktop.

... on iOS (iPhone, iPad...)

1. Press the buttons "Power" + "Home" (the only two physical buttons) simultaneously.
2. Then retrieve the screenshots in the "Photos" app on your device.

... on Android (e.g., Samsung, LG, or Huawei)

1. Press the "Volume Down" key (on the side) and the lock key simultaneously.
2. The captured image is thus automatically saved in a Screenshots folder in the gallery.

Popup Windows

To copy-paste an error message from a Windows popup as text, simply press CTRL + C on your keyboard to copy the message to the clipboard. You can then paste it (CTRL + V) into the body of the message you send to us.

Browser Javascript console...

... on Windows

Chrome, Firefox and Safari: enter the key combination CTRL + SHIFT + i
Internet Explorer and Edge: press the F12 key

... on macOS

Chrome: enter the key combination ⌘ + ⌥ + J
Safari: enter the key combination ⌘ + ⌥ + C

1. Then, click on the crossed-out circle icon or similar to reset the log.
2. Display the page of your site concerned by the issue.
3. The console tab displays JavaScript errors and missing online resources.