This guide details the security measures implemented as part of the Infomaniak email offers to detect abusive and abnormal use of an email address. These measures protect you from malicious use of your computer or account.

Number of recipients per email

Regardless of the email offer chosen, whether free or paid, the total number of recipients per message is limited to 100.

This restriction applies regardless of the field used to insert the email addresses of the recipients (To, CC, or BCC).

Other email limits

• Limits on outgoing emails per 24 hours
• Email size limits

This guide details how to disable the SMTP protocol, thereby preventing a specific user from sending emails from a specific email address.

Preamble

• Removing the sending right from a user will prevent them from sending a message (new, reply, reaction, etc.) from the Infomaniak Web Mail app (online service ksuite.infomaniak.com/mail) and the mobile app.
• If the user in question is also specified in the connected devices, sending will also be impossible from a software/email client like Outlook, Apple Mail, Thunderbird, etc.
• There is a specific permission regarding out-of-office messages if you also want to prevent this type of message from being sent.

Prevent a user from sending messages from a specific email address

New user

Do you want to allow a new collaborator to access an email address (be able to read incoming emails) but without allowing them to send new messages?

1. Click here to access the management of your Mail Service on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the Mail Service concerned:
   
3. Click on the email address concerned in the table that appears:
   
4. Click to Add a new user:
   
5. In this example, the collaborator is external, so click to Create an invitation link.
6. Click to manage the permissions of this user on the email address concerned:
   
7. Click on Send emails to remove their sending rights.
8. Save the change:
   
9. Click on Add to complete the invitation:
   
10. Enter an email address to which to send the invitation.
11. Click on Send:
    

The invited user accepts the invitation: they thus access the email address and its messages, but the button to compose a new message will remain grayed out with no possibility for them to draft a message (or even reply, react, etc. as these buttons will also be grayed out/deactivated):

Prevent sending to an existing user

Do you want to allow collaborators to continue to access an email address (be able to read incoming emails) but without allowing them to send new messages?

1. Click here to access the management of your Mail Service on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the Mail Service concerned:
   
3. Click on the email address concerned in the table that appears:
   
4. Click on Send emails to remove the send permission:
   

The user will access the email address and its messages, but the button to compose a new message will remain grayed out with no possibility for them to draft a message (or even reply, react, etc. as these buttons will also be grayed out/deactivated):

Prevent sending from an SMTP email client/software

If you want to prevent the user from sending emails from an email client/software or any fixed and mobile device containing an SMTP email app, start by following the steps above.

You will then need to create a password (= "connected device") linked to this user (so at point 8 of this other guide instead of “Without user” you will need to specify the identifier of the collaborator concerned, already added in the users tab):

Thus, their email client/software can be configured to receive emails but will not allow any sending, causing a continuous error (password request) if the user insists on sending an email:

This guide explains how to transfer to Infomaniak email addresses currently hosted by Yahoo, using an IMAP import tool.

Introduction

• This operation will not affect data already present in the destination address or in the source address.
• The entirety of the external mailbox will be imported.
• Once the import process has started, it is no longer possible to interrupt it.
• Any duplicates will be managed: identical content will only be copied once.
• Please refer to this other guide if you are looking for alternatives to this IMAP process.

Import your entire email history

1. Yahoo Prerequisites

• To allow the Infomaniak assistant to access your Yahoo account, click on https://login.yahoo.com/account/security#other-apps and configure an application password, automatically generated by Yahoo.
• You will need to copy it and then paste it in place of your password in the Infomaniak email migration wizard. To generate it:
  1. Log in to your Yahoo account.
  2. Go to the Account Security tab.
  3. Click on Generate app password:
     
  4. Choose Other application:
     
  5. Enter an application name, for example, Infomaniak, and click Generate:
     
  6. Copy the application password.

2. Infomaniak Prerequisites

• Have a Mail Service on your Infomaniak Manager.
• Have a quota of available addresses or adjust it beforehand if necessary.
• Ensure that the email is properly secured
• Create one or more addresses on this Mail Service.
  • If you have many (10+) email addresses to create, please refer to this other guide on bulk creation.
• The destination email address must be linked to the user (= the Infomaniak account) you are using.

3. Import Yahoo email content to Infomaniak

1. Click here to access the import tool (online service https://import-email.infomaniak.com).
2. If necessary, log in to your Infomaniak account for the relevant organization, as the import will be done to one of the email addresses linked to the Infomaniak Mail web interface (online service ksuite.infomaniak.com/mail) of the Infomaniak account you are using.
3. Click on the import via IMAP.
4. Click on the one-time import.
5. Fill in the field on the left with your source email address (the content of which you want to copy).
6. Fill in the field on the right with the password for that same source email address (see prerequisites above).
7. Click on Confirm.
8. If necessary, enter a second email address that you want to import at the same time.
9. Choose the email address to which you want to import the emails; the drop-down menu lists the email addresses currently linked to your Infomaniak Mail web interface (online service ksuite.infomaniak.com/mail) of the Infomaniak account you are logged into.
10. After selecting the desired destination address from the list, click the blue Import emails button.
11. The copy process begins; you can wait and view the results on the page once the import is complete, or close the window (the import will continue in the background, and progress can be tracked – see below).
12. A confirmation email will be automatically sent to all email addresses affected by the operation once the import is complete, indicating the number of messages copied.
13. A progress tracker is available in the settings for the destination email address, on the web app Mail (online service ksuite.infomaniak.com/mail) only.
14. The progress tracker allows you to view the import history for the address in question.

4. Adjust application settings

If necessary, as soon as you have taken the necessary steps to ensure that the domain name associated with your email address works with Infomaniak, modify the settings of the email software/clients you use so that they connect correctly to the Infomaniak servers: follow the configuration wizard.

This guide presents commands that can be executed to test a connection or a network and thus specify the source of a potential error.

Perform a Telnet...

TELNET allows you to test the connection to a server without considering all the additional settings of a mail or FTP application in order to determine the origin of a problem. If the connection does not go through on an SMTP server, for example, you will need to check if your firewall is not blocking port 587 or 465.

... on macOS

1. Search for Network Utility.
2. Go to the Ping, Lookup, or Traceroute tab depending on what you want to test.
3. You can also use a Terminal type application (command line interface, CLI / Command Line Interface) on your device and, depending on what you want to test, enter:
   traceroute [server]
nc [server] [port]
   Replace [server] with the server name or its IP address, same for [port]...

... on Windows

Enable Telnet if necessary.

1. Use a Terminal type application (command line interface, CLI / Command Line Interface) on your device, for example by typing Run then cmd.
2. In the window that opens, depending on what you want to test, type:
   tracert [server]
telnet [server] [port]
   Example: telnet mail.infomaniak.com 587 (allows you to test the SMTP port if your software/email client does not allow sending emails)...

... on Android

1. Use the application Simple Telnet Client which allows you to test very simply via 2 fields to fill in (for example mail.infomaniak.com and port 143 or 993)...

Perform a PING

PING allows you to know if a machine is accessible via the Internet. You can also check with this tool if you are addressing the correct machine, for example during a DNS change, by looking at the IP address obtained. It is possible to perform a ping on a domain name, a hostname or an IP address.

This guide explains the behavior of email in the case of a redirection activated on an email address managed with Infomaniak, and whose target is a Gmail address.

Message not displayed on Gmail

If you send an email…

• … from abc@gmail.com …
• … to xyz@domain.xyz (domain that you have with Infomaniak)…

… and this email address xyz@domain.xyz with Infomaniak has an automatic redirection…

• … to abc@gmail.com …

… then abc@gmail.com will never display your email as a new message in the inbox. Nothing will happen on Gmail.

Why?

The problem is not that the redirection does not work: it is rather a peculiarity of Gmail: an email from Gmail to an email address with Infomaniak redirected to the same Gmail address as the sender, will cause a problem on Gmail's side, in the way it handles email.

Your message will never arrive (because in fact, for it, it is already in the inbox, in the sent items). In this case, you need to delete the redirection of emails.

This guide details the differences between the IMAP and POP3 protocols on an email software/client (Outlook, Microsoft 365, Thunderbird, Apple Mail, eM Client, etc.) and explains why it is crucial not to use them simultaneously for the same email address managed by Infomaniak.

IMAP (recommended)

IMAP is the synchronization protocol. Messages remain on the server and can be accessed from anywhere.

• Multi-device access: your emails are synchronized between your computer, your mobile and the Infomaniak Mail Web app.
• Collaborative work: ideal for shared mailboxes. If a user moves or deletes a message, the change is visible to everyone.
• Security: in case of a computer failure, your messages remain saved on the server.

POP3 (specific use)

POP3 is a download protocol. Messages are retrieved on your computer and usually deleted from the server.

• Offline consultation: messages are stored locally on your hard drive.
• Major drawback: once downloaded, messages are no longer visible on the Infomaniak Mail Web app or on your other devices.
• Risks: if you use the option "keep a copy of messages on the server", you risk duplicate downloads and synchronization errors.

Important: never mix POP and IMAP

Simultaneous use of these two protocols for the same address causes major technical conflicts:

• Unexplained disappearance of messages on some devices.
• Repeated downloads of old messages already read (especially on Outlook).
• Unnecessary saturation of storage space.

Tip: favor the use of IMAP on all your email software/clients.

Refer to these other guides to configure an IMAP account or to switch from POP to IMAP.

This guide explains how to copy the content of one or more external email addresses (all email messages, folders, subfolders, in short, the entire structure of your existing mailbox with other providers) to one or more of your existing addresses at Infomaniak, using the Infomaniak import tool!

Introduction

• It is easy to transfer the entire structure of your emails to Infomaniak - discover the offers.
• This operation does not affect the data already present in the destination address or the source address.
• The entirety of the external mailbox will be imported as a copy.
• Once the import process has started, it is no longer possible to interrupt it.
• Any duplicates are managed: identical content will only be copied once.

Start copying to an Infomaniak email address

Several options are available for importing emails:

1. Do you want to copy emails already present at Infomaniak (e.g., @ik.me) to another mailbox also at Infomaniak?
   • Refer to this other guide to copy email content internally.
2. You have a file/archive in MBOX format and want to import it directly into an existing address on Infomaniak?
   • Refer to this other guide to import the content of the .mbox file and thus import your emails, regardless of their origin, to Infomaniak.
   • This is ideal for easily transferring content from Google, as an MBOX file can be easily obtained via Google Takeout.
3. If you were unable to obtain an MBOX file of your emails, you can copy emails from an external provider using the IMAP import tool; click on the link corresponding to the email provider to be imported:
   • addresses @ Bluewin
   • addresses @ Gmail or custom domain Google
   • addresses @ GMX
   • addresses @ custom domain Microsoft 365
   • addresses @ Orange
   • addresses @ custom domain Swisscom
   • addresses @ Yahoo
   • Any other mail provider such as Gandi, Hotmail, Hostinger, Sunrise, etc.

This guide explains how to add or modify a DKIM record in a DNS zone (domain/subdomain) managed on the Infomaniak Manager.

Preamble

• The DKIM (Domain Keys Identified Mail) protocol authenticates your emails with a unique digital signature.
• It ensures that your messages have not been modified during transit and certifies the sender's identity, thus preventing spoofing by spammers.
• DKIM is enabled by default for all Mail Services whose DNS zone is managed at Infomaniak.
• All your emails are automatically signed, whether they are sent from the Infomaniak Mail app or the email software/client of your choice.

Check the DKIM record

If you have a Mail Service with Infomaniak, the simplest way is to go to the Global Security tool to easily verify and correct certain problematic records.

And when your domain name is managed elsewhere, you will find the DKIM record to add in the DNS zone:

Manually modify the DNS zone (not recommended)

To manage this type of record in a DNS zone:

1. Click here to access the management of your domain on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the domain in question.
3. Click on DNS Zone in the left sidebar.
4. Click the button to add a record:
   
5. Click the radio button DKIM to add a record.
6. Click the Next button:
   
7. Enter the DKIM values required for your DNS zone.
8. Leave the default value for TTL.
9. Click the Save button:
   

Add multiple DKIM

You can have multiple DKIM records on your domain/subdomain without limit, unlike DMARC or SPF, as long as your DNS host allows it.

If you use multiple third-party email providers, for example the ERP Odoo, it is necessary to add a DKIM for Odoo in addition to Infomaniak's.

Use unique DKIM selectors to avoid conflicts with existing records.

This guide explains how to set certain parameters so that they are automatically applied by default to new email addresses (and users) added to the Mail Service in the future.

Introduction

• To apply settings to existing email addresses instead, please refer to this other guide.

Accessing the Global Configuration of the Mail Service

To do this:

1. Click here to access the management of your Mail Service on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the Mail Service in question:
   

3. Click on Global Configuration in the left-hand menu:
   

4. You can then choose from 5 sections the parameters that you want to enable or disable by default:
   

a. Filters and permissions

• You can choose to enable or disable the anti-spam filter when a new address is created on the Mail Service.

• The same applies to the advertising filter.

• You can also manage the default permissions that a user will have for the email address.

b. Auto-replies

• You can manage the auto-reply templates that can then be customized by email address users.

c. Signatures

• You can manage the signature templates that can then be customized by email address users.

d. Rules

• You can manage the rule templates, which are disabled by default, and which can then be customized and activated by email address users.

e. Security

• You can manage the external email warning and, below that, add senders whose emails will always go to the Spam folder, or, conversely, which will never be filtered.

This guide helps you identify and correct most email errors encountered after sending an email to a recipient. Refer to this other guide if you are looking for information about errors obtained when configuring a mail address in a software/email client.

Preamble

• Generally, a mail error message follows…
  • … an incorrect configuration of the domain name used with your mail,
  • … a problem with (the mail provider of) your recipient.
• In all cases, a delivery failure report (Mailer Daemon or Mail Delivery Subsystem) containing the explanation is sent to the sender.

Finding and identifying the mail error

When your message does not reach your recipient, an initial failure report (Temporary Delivery Failure Report) is sent and specifies that the server will attempt to resend your message several times.

A final delivery failure report (Final Delivery Failure Report or Undeliverable Mail) issued by the recipient's server is sent to the sender (via a pass through the Infomaniak mail server, hence the mention of Infomaniak at the beginning of most error messages you may receive) to inform them that the email could not be delivered even after several attempts.

The notification always contains the reason for the failure. Example below:

This is the mail system at host smtp-1-1234.mail.infomaniak.ch.
I'm sorry to have to inform you that your message could not be delivered to one or more recipients. It's attached below.
For further assistance, please send mail to postmaster.
If you do so, please include this problem report. You can delete your own text from the attached returned message.
The mail system anna.a@abc.xyz: host mxbw-abc-xyz.abc-ab12.abc.ch[123.456.789.00] said: 550 5.1.1
anna.a@abc.xyz recipient rejected, account administratively disabled (in reply to RCPT TO command) 

So here the address of your correspondent is visibly suspended by their mail provider (account administratively disabled).

Sometimes you need to look for the reason for the error message received among its attachments (often a raw text file). Example:

Reporting-MTA: dns; mxbw.abc.ch‍ [123.456.789.00]
Received-From-MTA: dns; smtp-1-1234.mail.infomaniak.ch [12.345.678.99]
Arrival-Date: Tue, 01 Aug 2023 15:49:22 +0200
Final-recipient: rfc822; anna.a@abc.xyz
Diagnostic-Code: smtp; 552 RCPT TO:anna.a@abc.xyz‍ Mailbox disk quota exceeded
Last-attempt-Date: Tue, 01 Aug 2023 15:49:22 +0200

Here the mailbox of your correspondent external to Infomaniak seems full (Mailbox disk quota exceeded).

Most common cases

SPF Failure

The SPF (Sender Policy Framework) record is not correctly configured:

Subject: Delivery Status Notification (Failure)
From: Mail Delivery System mailer-daemon@domain.xyz
To: Anna.A anna.a@abc.xyz
This is an automatically generated Delivery Status Notification.
Delivery to the following recipient failed due to SPF failure:
anna.a@abc.xyz
Technical details of SPF failure:
The sender's domain domain.xyz does not have a valid SPF record. Please contact your email administrator to correct the SPF configuration.

Solution: check the configuration of your domain name and especially the SPF type record if your website is hosted on Wix or another provider.

User Unknown

The email address specified in the message is invalid or does not exist:

Subject: Delivery Status Notification (Failure)
From: Mail Delivery System mailer-daemon@domain.xyz
To: Anna.A anna.a@abc.xyz
This is an automatically generated Delivery Status Notification.
Delivery to the following recipient failed permanently:
anna.a@abc.xyz
Technical details of permanent failure:
The email address does not exist. Please check the recipient's email address and try again.

Solution: carefully check the recipient's email address and correct it if necessary; ensure you are using a valid email address for the recipient.

Temporary Failure

Le serveur de messagerie du destinataire rencontre des problèmes temporaires ou est indisponible.

Solution: wait for a certain amount of time, then try sending the message again later. If the problem persists, contact the recipient's technical support for assistance.

Blocked by SPAM Filter (or Content Rejected)

The recipient's mail server has blocked the message due to anti-spam filtering rules:

Subject: Delivery Status Notification (Failure)
From: Mail Delivery System mailer-daemon@domain.xyz
To: Anna.A anna.a@domain.xyz
This is an automatically generated Delivery Status Notification.
Delivery to the following recipient failed due to the message being rejected as spam:
anna.a@domain.xyz
Technical details of delivery failure:
The content of the message triggered the spam filters of the recipient's email server. Please review the message content and try again.

Solution: check if your message contains elements that may be considered spam (keywords, suspicious links, etc.). Contact the recipient to verify if the message was filtered into the spam folder.

Refer to this other guide regarding outgoing spam and this other guide regarding incoming spam.

Bad Reputation

The recipient's mail server has blocked the message due to anti-spam filtering rules:

gmail-smtp-in.l.google.com said: 550-5.7.1
Our system has detected that this message is likely suspicious due to the very low reputation of the sending domain.
To best protect our users from spam, the message has been blocked.
Please visit https://support.google.com/mail/answer/188131 for more information.

Solution: check the reputation of the domain, determine if there has been a recent unintentional misuse of one of your email addresses for malicious purposes, for example.

Domain Not Found (or DNS Error)

Le nom de domaine du destinataire n'a pas pu être résolu ou n'existe pas.

Solution: check the spelling of the recipient's domain and correct it if necessary; ensure that the domain name and DNS are valid and active.

Mailbox Full

La boîte de réception du destinataire est pleine, empêchant la réception de nouveaux messages.

Solution: inform the recipient of the situation and ask them to free up space by deleting emails or archiving items.

This cannot happen with email addresses managed by Infomaniak since they do not have storage size limits.

Part of their network is on our block list

If the error message (obtained in principle following a send operation performed from an online tool, placed on the server where your website is located, for example a Prestashop order confirmation or another online store you manage) contains this:

host hotmail-com.olc.protection.outlook.com[104.47.30.97] said: 550 5.7.1
Unfortunately, messages from [89.123.456.789] weren't sent. Please contact your Internet service provider since part of their network is on our block list.

Solution: change the email sending method. The sending is unauthenticated and originates from the server with a specific IP address that is apparently blocked by the recipient for some reason (Infomaniak does not intervene to request unblocking). Therefore, you need to configure the online tool to perform authenticated sends.

Less Frequent Errors

Deferred - Delayed

The error message Deferred - Delayed - Warning: message still undelivered after 4 hours, Will keep trying until message is 3 days old means that the Infomaniak mail server attempted to connect to your correspondent's mail server to send the message but was unsuccessful for an undetermined reason. This error message indicates that the Infomaniak server will continue attempting to send your message during the period specified in the error message. If, after this time, the message has still not been delivered, you will receive a final error message informing you that your message could not be delivered and that your correspondent did not receive it.

Greylisting Delay

This Greylisting Delay error occurs when the recipient's mail server, like Infomaniak, uses a technique called "greylisting" which imposes a temporary delay on the first attempt to deliver a message from an unknown sender. The Mailer Daemon may eventually send an error report indicating that delivery has been delayed due to greylisting. The error may also mention banned sender. You should try sending your message again a few minutes/hours later.

Malware message rejected

This Malware message rejected error occurs when the message contains an attachment, a link to a storage site like Dropbox, or dynamic content, including in the "forwarded" part of the message (in the case of a message "forward", for example). You should try resending the message from the Infomaniak Mail Web app (online service ksuite.infomaniak.com/mail) instead of a mail application, and remove any content that may cause this error.

Message Size Exceeded / File Too Large

These Message Size Exceeded / File Too Large errors occur when the size of the message (or attachments) exceeds the limit allowed by the recipient's mail server. The Mailer Daemon will return an error report indicating that delivery failed due to the message size being exceeded.

Rate Limit Exceeded

This Rate Limit Exceeded error occurs when the sender has exceeded the frequency or volume limit allowed by the recipient's mail server. Mail servers may impose limits to prevent spam or system overload.

Sender denied: auth guards failed

Refer to this other guide if you encounter an error Sender denied: auth guards failed.

The message contains a unicode character in a disallowed header

This The message contains a unicode character in a disallowed header error may appear if you have inserted a special character like a heart ♥ for example in the body of the email, the subject, or especially in the full name; the risk of being rejected by providers is very high: it is best to keep the use of signs, characters, and fonts as simple as possible.

This guide explains how to delete folders that appear grayed out in the Web app Mail Infomaniak (online service ksuite.infomaniak.com/mail) or in some email software/clients such as Apple Mail, Mozilla Thunderbird, or Microsoft Outlook.

Ghost folders

Some email software/clients like Microsoft Outlook allow you to create subfolders of non-existent folders. For example, it is possible to create the folder /abc/klm/xyz while the folder "klm" does not exist.

On Mail Infomaniak or in other software, ghost folders like the folder "klm" appear in gray and cannot be deleted directly because they are only "paths" to a real subfolder.

To delete these ghost folders, it is necessary to delete their subfolders first (in this example: xyz).

Stubborn folders

If, when consulting your Infomaniak email address on Outlook, ghost folders persist or reappear instantly after deletion, here are the technical procedures recommended by Microsoft to force synchronization:

1. Force Outlook folder reset

Sometimes, Outlook's local folder table is corrupted. A simple command can often fix this without deleting anything:

• Close Outlook completely.
• Press the Windows + R keys on your keyboard.
• Type outlook.exe /resetfolders and validate (this restores missing or corrupted folders from the server).

2. Reset the IMAP cache (.ost)

If the problem persists, forcing Outlook to rebuild its local database is often the most effective solution:

• Close Outlook.
• Access the folder: C:\Users\[Your Username]\AppData\Local\Microsoft\Outlook.
• Identify the .ost file named after your Infomaniak address and delete it (or rename it to .old for safety).
• Restart Outlook; the software will redownload all your messages and folders properly from the Infomaniak servers.

3. Use the MFCMAPI tool (Advanced Level)

MFCMAPI allows you to access the MAPI structure of your mailbox directly to delete what the standard Outlook interface refuses to touch:

• Download the latest version of MFCMAPI from GitHub (Official Source).
• Run MFCMAPI.exe and go to Session > Logon; select your Outlook profile.
• Double-click on your Infomaniak mail account in the list.
• In the new window, expand Root Container (or Root - Mailbox), then IPM_SUBTREE.
• Locate the problematic folder; right-click and choose Delete folder.
• Warning: in the dialog box, try simple deletion first; if this fails, retry by checking DELETE_HARD_DELETE (permanent deletion at the server level).

4. Final verification via Webmail

If a folder is deleted in Outlook but keeps reappearing, check on the Infomaniak Web app Mail if the folder is present, and delete it first via the Web interface before applying step #1 (resetfolders) in Outlook.

This guide explains what the "External" label means in the web app Mail (online service ksuite.infomaniak.com/mail) and the mobile app Infomaniak Mail (application for iOS/Android smartphones or tablets) when reading certain messages:

Introduction

• The "External" label is displayed in the following cases:
  • The sender's domain name (or alias) does not match the email address configured in Mail.
  • The sender is not in your contacts (including suggested contacts).
  • The email comes from an address hosted outside the Organization.
• With certain free offers, such as my kSuite, the label will appear as "unknown" instead of “external”.

Enable or disable the label

You can enable or disable the label; the effect is immediate for incoming emails and when replying to an external email. To do this:

1. Click here to access the management of your Mail Service in the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the Mail Service in question:
   
3. Click on Global Settings in the left-hand menu:
   
4. Click on the Security tab.
5. Activate or deactivate the toggle switch:
   

This guide addresses issues that may arise when using Infomaniak applications (such as kChat, kDrive, Infomaniak Authenticator, etc.) or tools (such as config.infomaniak.com, the Infomaniak Manager, etc.) with old / outdated / obsolete‍ hardware (OS, browser, devices, etc.).

Introduction

• For example, it will not be possible to comfortably access Infomaniak services with an iPhone 5s or 6 on iOS 12.
• It is therefore recommended to regularly update browsers and operating systems to benefit from the best possible experience with the Infomaniak infrastructure.
• Also, please refer to this other guide which focuses specifically on browsers and their components.
• And are you using the latest version of the Infomaniak app in question?

Update the OS, browser, etc.

Old systems or browsers can cause slowdowns, errors, or incorrect display. It is therefore preferable to rely on components that are regularly updated, as Infomaniak apps work optimally on updated systems and with recent hardware.

Example for kChat:

If you encounter issues with your web browser, try updating it or installing an alternative:

• Google Chrome
  https://www.google.com/chrome/
  (The site automatically detects the operating system and offers the latest version)
• Mozilla Firefox
  https://www.mozilla.org/firefox/new/
  (Download and update page for Windows, macOS, and Linux)
• Microsoft Edge
  https://www.microsoft.com/edge
  (The link offers automatic updates or downloads depending on the system)
• Safari (macOS only)
  https://support.apple.com/fr-fr/HT204416
  (Safari updates are done through macOS system updates)
• Opera
  https://www.opera.com/fr/download
  (Allows you to download the latest version for your system)
• Brave
  https://brave.com/download/
  (Download page with automatic operating system detection)

Technologies used by Infomaniak

Many web tools developed by Infomaniak use Angular. The need for updated or recent hardware to run the applications is not specific to Angular itself but rather a general requirement for running any modern web application. Here are some reasons why updated hardware is often necessary:

1. Angular relies on advanced features of modern browsers, which are often absent or poorly managed in older versions.
2. Recent browsers optimize JavaScript execution and graphics rendering, which improves the responsiveness of Angular applications.
3. Updated versions fix known vulnerabilities, reducing the risk of compromise.
4. Modern browsers are more compliant with the latest HTML, CSS, and JavaScript specifications, ensuring better compatibility.
5. Modern APIs (camera, geolocation, notifications, etc.) are only accessible via recent browsers, which are essential for interactive experiences.

This guide details the different ways to address an email to multiple recipients, including masking the email addresses of other participants.

Preamble

• When you send emails, it is sometimes necessary to include multiple recipients using the fields:
  • À
  • CC:
    • French: Copie Conforme
    • English: Carbon Copy
  • BCC:
    • French: Copie Conforme Invisible
    • English: Blind Carbon Copy
• Do not overload the To and CC fields with recipients who are not directly concerned by the email.
• Use the BCC field to protect the email addresses of recipients when there are multiple people on the list.
• For multiple, recurring and/or important sends, beyond the imposed limits, it is recommended to use more suitable tools instead:
  • Infomaniak Guest Manager
  • Infomaniak Newsletter

Understanding and using these 3 email fields

The To field

This field is used to indicate the main recipient(s) of the email, those who receive the email as a direct copy.

• Use this field for main recipients who are directly concerned by the content of the email.
• Examples: work meeting, project report, direct communication with a client.

The CC field

Used to send a copy of the email to other people in addition to the main recipients. All recipients can see who received a copy of the email.

• Use this field to include secondary recipients who need to be informed but are not the main actors in the discussion.
• Example: informing a supervisor about a conversation, including colleagues interested in the subject without them needing to intervene.

The BCC field

Used to send a copy of the email to people without the other recipients knowing they have also received the email.

• Use this field to include recipients who need to receive the email without the other recipients knowing.
• Example: sending an email to a group with a supervisor in CCI for follow-up, avoid disclosing email addresses to all recipients (often used in mass emails).

Use the fields available on Mail Infomaniak

To access the appropriate fields on your Infomaniak mail service:

1. Click here to access the Web app Mail Infomaniak (online service ksuite.infomaniak.com/mail).
2. Click on New message.
3. Click on CC & BCC:
   
4. The additional fields appear, they will allow you to insert the email addresses of your recipients:
   

Usage examples

Each of these fields has a specific function and can be used strategically depending on the context of your communication. Be transparent and ethical in the use of the BCC field to avoid misunderstandings or conflicts:

• Team communication
  • To: main project members
  • CC: Project manager, other concerned departments
  • BCC: Director for information without direct intervention
• Marketing email
  • To: do not use (or simply indicate the sender's email address)
  • CC: do not use
  • BCC: list of subscribers to protect individual email addresses
• Important announcement
  • To: main recipients (e.g., directors)
  • CC: board members, key collaborators
  • BCC: other stakeholders for confidential information
• Meeting announcement
  • To: John Doe, Jane Smith
  • CC: project.manager@company.com
  • BCC: director@company.com
• Event invitation
  • To: main guests
  • CC: coordination@event.com
  • BCC: list of secondary guests (to protect email addresses)

This guide explains how to display and forward the headers of an email.

Preamble

• An email consists of a header (header) and the actual content of the message (body, body of the text).
• Most email software/clients do not directly display the headers, but displaying or forwarding them allows Infomaniak support to identify the issues encountered.
• The headers (= source) of an email provide various information such as:
  • the sender
  • the recipient
  • the date
  • the subject
  • the servers involved in the transmission between the sender and the recipient:
    

Display headers on Mail Infomaniak

To display the headers of an email from the Mail Infomaniak interface:

1. Click here to access the Web app Mail Infomaniak (online service ksuite.infomaniak.com/mail).
2. Open the message in question and click on the action menu ⋮ on the right.
3. From the menu that appears, select View headers:
   
4. Repeat the operation to hide them:
   

Forward the headers of an email

To forward the headers of an email, in response to a support request or to the recipient of your choice, either...

• ... copy and paste the displayed headers according to the method above.
• ... forward the email message.

However, for the headers to be present, it is essential to transfer the message not in the body of the message but as an attachment only. The email attachment will be in the .eml format and this file contains all the necessary headers.

A third method of complete email transmission is explained in this other guide.

This guide explains how to switch from a POP to an IMAP configuration for the same email account in your email software/client. In fact, for many reasons, it is strongly recommended to use the IMAP protocol instead of POP.

Switching from the POP protocol to the IMAP protocol…

If your email address is already configured with the POP protocol in your email software/client (Mozilla Thunderbird, Microsoft Outlook, etc.), it is impossible to switch to the IMAP protocol directly on the account. Indeed, most common email software/clients do not allow you to modify an existing POP3 account and define it as IMAP instead.

The solution is therefore to add the same email account but with the IMAP protocol in your email software/client and then move your messages and folders from the POP account (on your computer) to the IMAP account (on the email server).

… with Microsoft Outlook

Some versions of Outlook, such as 2016, prevent the simple addition of a second account that would have the same name (identical email address).

To work around this, you need to add the account from the Profiles section:

From there, you can add the additional account, in IMAP:

 

1. Configure the new email account using the IMAP protocol (the same account as the one configured in POP, but this time in IMAP):
   
2. Move one folder at a time by dragging them to the inbox of the new account configured in IMAP:
   
3. Wait for the items to transfer (this may take some time depending on the volume to be transferred to the server); the activity is indicated at the bottom of the window:
   
   

If your POP account kept a copy of the messages on the server (an option that is not recommended and is found in the advanced settings of your Outlook), you may end up with duplicate messages.

… with Apple Mail

Deleting the email account configured in POP will delete the messages it contains. Therefore, it is recommended to disable the POP account instead of deleting it!

Once the POP account is disabled, refer to this other guide to configure your email address in Apple Mail, using IMAP.

Once you have finished, all that remains is to drag the messages in your POP account's folder structure to the new IMAP account's folder structure.

This guide details the mechanisms of electronic identity theft (spoofing) and the protective measures against undesirable messages appearing to come from your own domain.

Has my account been used without my knowledge?

Receiving an email that seems to come from you is a common psychological manipulation technique. This does not mean that your mailbox has been hacked. In most cases, it is a simple forgery of the « From » header, similar to someone writing your address on the back of a paper envelope before mailing it.

Make sure your own address is not listed in the whitelist (Allowlist) of your antispam filter. If it is, the protection system skips the security analysis, thinking the message is legitimate.

Diagnosis: Spoofing vs Hacking

It is crucial to distinguish forgery (mail forging) from intrusion. The global email sending protocol (SMTP) was designed without native verification of the sender's identity.

Strengthening the integrity of your domain

To protect your digital reputation and limit the impact of these spoofing attempts, deploying authentication protocols is the professional standard:

• SPF & DKIM: These digital signatures certify that your messages indeed come from our authorized servers.
• DMARC: This essential protocol allows you to give instructions to servers worldwide (e.g., "If the email is not signed by Infomaniak, reject it or mark it as spam"). It is the most powerful tool for analyzing and limiting the fraudulent use of your domain.
• Catch-all management: Avoid using a catch-all type address, which collects all messages sent to non-existent addresses in your domain, as it naturally attracts massive spam flows.

Failure Notifications (Backscatter)

If you receive non-delivery reports (Non-Delivery Reports) for messages you never wrote, you are facing the Backscatter phenomenon. Poorly configured third-party servers or botnets use your identity to mass-distribute content. When they encounter a non-existent address, the remote server returns the error to the displayed sender: you.

This guide explains how to copy the content of one or more external email addresses via IMAP (all email messages, folders, subfolders, in short, the entire structure of your existing mailbox with other providers) to one or more of your existing addresses at Infomaniak, using the Infomaniak import tool!

Introduction

• This operation does not affect the data already present in the destination address or the source address.
• The entire external mailbox will be imported.
• Once the import process has started, it is no longer possible to interrupt it.
• Any duplicates are handled: identical content will only be copied once.
• Refer to this other guide if you are looking for alternatives to this IMAP process.

Copy emails from another provider to Infomaniak

Prerequisites

• You must have a Mail Service in your Infomaniak Manager.
• You must have a quota of available addresses or adjust it beforehand if necessary.
• Ensure that the email service is properly secured.
• Create one or more addresses in this Mail Service.
• The destination email address must be linked to the user (= the Infomaniak account) you are using (this is not a requirement for the bulk import explained below).
• The source email address, from which the content will be copied, must have been used (or be compatible) with the IMAP protocol:
  

Next, to import the email content:

1. Click here to access the import tool (online service https://import-email.infomaniak.com).
2. If necessary, log in to your Infomaniak account for the relevant Organization; the import will be done to one of the email addresses linked to the Infomaniak Mail web interface (online service ksuite.infomaniak.com/mail) of the Infomaniak account you are using.
3. Click on the import via IMAP.
4. Click on the single import.
5. Fill in the field on the left with your source email address (the content of which will be copied).
6. Fill in the field on the right with the password for that same source email address (see requirements).
7. If necessary, modify the Advanced Settings to specify an IMAP server address:
   1. Enter the IMAP server name (hostname provided by your email provider), for example imap.domain.ch (or .net, .com, etc. depending on your email address in step 5 above).
   2. Enter the port number (default 993) and enable SSL.
8. Click Confirm:
   
9. If necessary, enter a second email address to be imported at the same time.
10. Choose the email address to which the emails will be imported; the drop-down menu lists the email addresses currently linked to your Infomaniak Mail web interface (online service ksuite.infomaniak.com/mail) of the Infomaniak account you are logged into.
11. After selecting the desired destination address from the list, click the blue Import Emails button:
    
12. The copy process begins; you can wait and see the result on the page once the import is complete, or close the window (the import continues in the background, and progress can be tracked - see below):
    
13. A confirmation email will be automatically sent to all email addresses involved in the operation once the import is complete, indicating the number of messages copied:
    
14. A tracking feature is available in the settings of the destination email address, only on the web app Mail (online service ksuite.infomaniak.com/mail):
    
15. The tracking feature allows you to view the import history for the address in question:
    

Import content from multiple email addresses in bulk

To import the content of multiple external email addresses (maximum 25 at a time) to one or more Infomaniak email addresses:

1. Click here to access the import tool (online service https://import-email.infomaniak.com).
2. If necessary, log in to your Infomaniak account for the relevant Organization, as the import will be done to one of the email addresses associated with the Infomaniak Mail web interface (online service ksuite.infomaniak.com/mail) of the Infomaniak account you are using.
3. Click on the import via IMAP.
4. Click on advanced mode: Import multiple email addresses from a CSV file (.csv format).
5. Download the example CSV template:
   
   • The template has this format: source-email@domain.com;sourcePassword;imap.source-host.com;sourcePort(993);sourceSsl(1or0);dest-email@domain.com
6. Edit the csv file to create one with the correct information needed for the copy (see prerequisites):
   
7. Upload the file using the Select CSV file button.
8. Once the file is uploaded to the tool's page, correct or ignore any errors; click Import.
9. The copy starts, you can wait and see the result on the page once the import is finished, or close the window (the import continues in the background and a progress report is available - see below).
10. A confirmation email will be automatically sent to all email addresses affected by the operation once the import is complete, indicating the number of messages copied.
11. A progress report is available in the settings for the destination email addresses, on the Mail web app (online service ksuite.infomaniak.com/mail) only.
12. The progress report allows you to view the import history:
    

This guide is intended for users who have chosen Infomaniak, a hosting provider committed to the planet: you will find below the details of the calculation method used to display CO2 on invoices, as well as tips to reduce your own digital footprint.

Preamble

• For Web hosting and Mail services, Infomaniak displays the amount of CO2 emitted annually, data that is based on a rigorous Life Cycle Analysis (LCA) method that adds two key factors:
  1. Material impact (Full life cycle)
     • Thanks to the emission factors of the ResilioDB database, the calculation includes the emissions generated during the manufacturing (BLD), transport (DIS) and end-of-life/recycling (EOL) of each piece of equipment (servers, RAM, disks, etc.).
  2. Energy impact (Actual consumption)
     • The actual electrical consumption of the servers is measured via IPMI probes.
     • This energy is then converted into CO2 equivalent according to Infomaniak's specific energy mix, which is very low in carbon (11.77g CO2eq/kWh).
• The total impact is then distributed according to the unit of use of the customers (per hosted website or per mailbox).

How can you act at your level?

If the hosting provider optimizes its infrastructures upstream, the end user also plays a key role. Here's how to reduce the footprint of your services.

For Websites

The goal is to minimize the energy consumption of servers and visitors' terminals:

• Technical optimization: Compress images, minify scripts, and use modern formats (WebP).
• Clean design: Limit autoplay videos, ads, and heavy scripts that consume bandwidth.
• Best practices: For WordPress in particular, it is recommended to consult the GreenIT sheets.

For Messaging

Email communication can also be optimized:

• Sobriety: Prefer plain text emails over HTML and limit heavy graphical signatures.
• Attachments: Prefer sending download links (via kDrive or SwissTransfer) to large attachments, or use the compressed PDF format.
• Cleanup: Unsubscribe from unnecessary newsletters and use tracking tools to avoid sending unopened emails.

It is recommended to regularly monitor statistics to improve ecological performance. While waiting for Infomaniak's future integrated tools, it is possible to audit the impact of web pages via GreenFrame.io.

This guide explains how to export the content of an email address hosted by Infomaniak.

Preamble

• Infomaniak does not offer an export (e.g., PST).
• Infomaniak keeps your emails for the entire duration of your contract, and according to your offer with integrated backups without size limit in the context of normal use of a shared service, in accordance with Article 1 of the Mail Service Special Conditions.
• The manual export proposed below works on Windows: you will thus be able to save your emails within a single easily restorable archive.

Manual export

To export all messages contained in your email address hosted by Infomaniak:

1. Install the free application Thunderbird.
2. Configure the email address in question in IMAP (to include subfolders).
3. Make sure that all desired content is present (synchronize the mailbox from always - not just the last 30 days, for example).

Then...

• ... either you install the free application BackupThunderbird which allows the creation of an archive (encrypted if necessary) and subsequent restoration...
• ... or you can simply display the hidden files of Windows then find and save this folder profile
  C:\Users{USER}\AppData\Roaming\Thunderbird\Profiles{PROFIL_USER}\
  as it contains all your mail.

Download emails locally

Another solution (not recommended) could be to configure a software/email client by choosing reception via the POP3 protocol, which will have the effect of downloading the messages locally and only the inbox will be affected.