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

Preamble

• Infomaniak Support may ask you to grant temporary access to part of your content.
• This access is strictly limited to the analysis context and is used solely to identify the source of the problem encountered.
• It saves time in diagnosing by avoiding unnecessary back and forth.
• In accordance with Infomaniak's privacy policy, your data will never be used for other purposes.

Authorize Support to access a type of content

To authorize Infomaniak to access a specific part of your services (authorizing access to content never opens access to others; each authorization is specific and independent):

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

With my kSuite+, you can also do this by clicking here or proceed as follows to get there:

1. Click on the Settings icon ‍ at the top right of your my kSuite+ window.
2. Click on Support in the left sidebar:
   

Who can access it?

• Only Infomaniak employees handling your support request directly.
• Access is only from Infomaniak's controlled facilities.

Duration and control of access

• You can revoke this access at any time.
• Otherwise, it expires automatically after 7 days.

Taking screenshots…

… on Windows

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

1. Display what you want/need to send on the screen.
2. Press the PRINTSCREEN key on your keyboard (or PRTSCR, IMPR. ECRAN, etc.) once.
3. In Microsoft Word (or similar), do "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 screenshots.

… on macOS

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

… on iOS (iPhone, iPad...)

1. Press the buttons "Power" + "Home" (the only two physical buttons) simultaneously.
2. 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 automatically saved in a Screenshots folder in the gallery.

Windows Popup

To copy-paste an error message present in a Windows popup as text, simply press the CTRL + C key 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 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 affected by the issue.
3. The console tab displays JavaScript errors and missing online resources.