This guide explains how to connect the desktop app Outlook 2007 (desktop application on Windows) to an email address hosted by Infomaniak.

Preamble

• The various services offered by Infomaniak are all compatible with the corresponding standard protocols (IMAP/SMTP for email, for example), therefore if you encounter a problem with third-party software, contact its publisher or a Partner and consult the support policy as well as article 11.9 of the Infomaniak Terms of Service.

Add the email address to the application

Prerequisites

• Create the email address in my kSuite or a Mail Service / kSuite.
• Create a password for the email address on the device you are going to configure.

To configure the email application:

1. Open the application.
2. Click on the Tools menu.
3. Click on Options:
   
4. Click on the Mail Configuration tab.
5. Click on Email Accounts...:
   
6. Click on New:
   
7. Click on Configure manually.
8. Click on Next:
   
9. Click on the Internet E-mail button to connect to an IMAP server.
10. Click on Next:
    
11. Check and complete the missing information.
12. Click on Additional settings:
    
13. Click on the Outgoing server tab.
14. Click on My outgoing server requires authentication.
15. Click on the Advanced tab:
    
16. Replace the port numbers with the correct information and enable SSL.
17. Click on OK.
18. Click on Next:
    
19. Click on Finish:
    
20. Click on Close:
    
21. That's it, your email address is now configured in the application:
    

Recommended settings

• Incoming IMAP server = mail.infomaniak.com
• IMAP port = 993 (with SSL)
• Outgoing SMTP server = mail.infomaniak.com
• SMTP port & encryption protocol and command/method to activate this protocol: 587 + STARTTLS
• Username = the complete & full email address ( ? )
• Password = the one generated for the email address you want to access
• Mandatory authentication for sending emails:
  • It is activated in the SMTP settings of your application.
  • Check "use the same settings as the incoming server" or, depending on the software/email clients, enter a username (= complete & full email address) and the generated password.

Refer to this other guide if you are looking for information about other mail ports and protocols compatible (SSL / TLS for example).

In case of a problem

Check that the Mail Service is configured optimally.

It is not necessary to contact Infomaniak Support if your email address works well outside the application. The most frequent error concerns the use of an incorrect password. The troubleshooting guides help you resolve any potential issues:

• Refer to the solutions given in this other guide regarding mail in general.
• This other guide is more specifically about Outlook.

… and if your Outlook no longer works since a change of mail password, refer to this other guide.

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 with 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 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 has been 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 these 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 other 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 tried to connect to your correspondent's mail server to send the message but for an undetermined reason it failed. This error message specifies that the Infomaniak server will continue to try to send your message during the period specified in the error message. If, after this delay, 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 therefore did not receive it.

Greylisting Delay

This error Greylisting Delay occurs when the recipient's mail server, like Infomaniak, uses a technique called "greylisting" that 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 resending a few minutes/hours later.

Malware message rejected

This error Malware message rejected 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 (e.g., when forwarding a message). You should try resending the message from the Infomaniak Mail Web app (online service mail.infomaniak.com) instead of a mail application, and remove any content that may cause this error.

Message Size Exceeded / File Too Large

These errors Message Size Exceeded / File Too Large 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 error Rate Limit Exceeded 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 error The message contains a unicode character in a disallowed header may appear if you have inserted a special character, such as 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 as 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 folders 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 with the name of 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).
• Launch 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 select 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 Mail app if the folder is present, and delete it first via the Web interface, then apply step #1 (resetfolders) in Outlook.

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.

This guide explains what the external mail notice, "External" means, which appears on the Web app Mail (online service ksuite.infomaniak.com/mail) and the mobile app Infomaniak Mail (application for iOS / Android smartphone or tablet) when reading certain messages:

External mail notice

The external mail notice appears in the following cases:

• The sender's domain name (or alias) does not match the one configured in Mail.
• The sender is not part of the contacts (including suggested contacts).
• The email comes from an address hosted outside the Organization.

The notice will appear as unknowninstead of “ external” with some free offers like my kSuite.

Enable or disable the notice

You can enable or disable the notice, the effect is immediate for incoming emails and in the case of a response to an external email. 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 concerned:
   
3. Click on Global Configuration in the left sidebar:
   
4. Click on the Security tab.
5. Enable or disable the toggle switch:
   

This guide addresses issues that may arise when using Infomaniak applications (such as kChat, kDrive, kAuth, etc.) or tools (such as config.infomaniak.com, the Infomaniak Manager, etc.) with outdated hardware or software (OS, browser, devices, etc.) old / not up to date / obsolete.

Preamble

• 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, refer to this other guide which is more specifically focused on browsers and their components.
• And are you using the latest version of the Infomaniak app concerned?

Update the OS, browser, etc.

Old systems or browsers can cause slowness, errors, or incorrect display. It is therefore preferable to rely on regularly updated components as Infomaniak apps work optimally on up-to-date systems and recent hardware.

Example for kChat:

If you encounter any issues with an internet 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 update or download depending on the system)
• Safari (macOS only)
  https://support.apple.com/en-us/HT204416
  (Safari updates are handled through macOS system updates)
• Opera
  https://www.opera.com/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 of the web tools developed by Infomaniak use Angular. The need for up-to-date or recent hardware to run applications is not specific to Angular itself but rather a general requirement for running any modern web application. Here are a few reasons why up-to-date hardware is often necessary:

1. Angular relies on advanced features of modern browsers, often missing or poorly handled in older versions.
2. Recent browsers optimize JavaScript execution and graphical rendering, improving the fluidity 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 through recent browsers, 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 in 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 in your Infomaniak mailbox:

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-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, in an email software/client, from a POP configuration to an IMAP configuration for the same email account. Indeed, 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, the most common email software/clients do not allow modifying an existing POP3 account and setting it to IMAP instead.

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

… with Microsoft Outlook

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

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

And from there, you will be able to add the additional account, in IMAP:

1. Configure the new email account with 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 during the transfer of the items (this can take a long 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 (disrecommended option present in the advanced settings of your Outlook), you may have duplicate messages.

… with Apple Mail

Deleting the email account configured in POP deletes the messages it contains. It is therefore recommended to deactivate the POP account instead of deleting it!

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

Once you have finished, all you have to do is drag the messages present in your POP account hierarchy to the hierarchy of the new IMAP account.

This guide details the mechanisms of electronic identity theft (spoofing) and the protective measures against unwanted 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 anti-spam 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.

Strengthen 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 notices (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 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 for the display of 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, a figure 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 take action 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 the servers and the visitors' terminals:

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

For email

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 useless newsletters and use tracking tools to avoid sending unopened emails.

It is advisable 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 duration of your contract, and according to your offer with integrated backups without size limits in the context of normal use of a shared service, in accordance with Article 1 of the Mail Service's specific terms and conditions.
• The manual export proposed below works on Windows: you will thus be able to save your emails within a single easily restorable archive.
• For additional help, contact the support of the software/email client used, or a partner.

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 the 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 and then find and save this folder profile
  C:\Users{USER}\AppData\Roaming\Thunderbird\Profiles{PROFIL_USER}\
  as it contains all your emails.

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.

This guide explains how to report a phishing attempt (Phishing, Fishing, Filoutage...) that you may be a victim of.

Preamble

• Phishing is an attempt at fraud and scam, aiming to obtain sensitive information fraudulently.
• Generally, the victim receives in their inbox a message seemingly coming from Infomaniak, their bank, or a trusted organization, indicating that a problem has occurred on their account or in their daily life:
  
• The goal of this identity theft is generally for the user to voluntarily go to a page and communicate private information that will then be exploited for various purposes, mainly financial.
• If it is not a message “pretending to be something it is not”, but only an unsolicited advertising message, it is better to report it as Spam.

Report a Phishing Email

Prerequisites

• Check that the spam filter is active.
• For more security, activate the mention of external mail.

Then, if you find an email of this type in your inbox directly, you have the possibility to act so that these messages decrease and eventually disappear from the messaging systems:

1. Click here to access the Infomaniak Web App Mail (online service ksuite.infomaniak.com/mail).
2. Open the phishing message.
3. Click on the action menu ⋮ on the right.
4. Click on Report the message.
5. From the menu that appears, select Report as phishing: 
   
6. Confirm sending for processing.
7. Delete the email

Once you have clicked on Report as phishing, an email is automatically sent to Infomaniak with all the necessary information to process the scam report.

In case of a more serious problem (when the message is directly addressed to you by an acquaintance or contact without it being a mass sending) it is recommended to intervene with an organization such as for example report.ncsc.admin.ch.

This guide explains how to create a template for the signature tool for all your email on the Infomaniak Web app Mail (online service ksuite.infomaniak.com/mail).

Preamble

• A template allows you to create the neutral base of a tool that can then be used by multiple users of the same Infomaniak Mail service, or even personalized according to the person who will use it.
• In the case of a signature template, the template creator creates the signature style, also chooses the element(s) that must be present, and it is up to the end user, from their Mail, to complete certain details of their signature.
• You can also hide a template so that it is no longer used.

Choose the type of signature template

To start creating a template:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the product concerned:
   
3. Click on Global Configuration in the left sidebar.
4. Click on the Signature tab.
5. Click on Add a signature template:
   
6. Select the type of template (details below) and click the Continue button (d) to access the template:
   
   1. Allows you to configure the signature block with the usual information; the elements are detailed further down in this guide:
      
   2. Allows you to configure the signature block with the usual information and the layout of the elements can be modified using predefined settings; the elements are detailed further down in this guide:
      
   3. Allows you to configure the signature block starting from an empty block, and the information can be inserted in the form of variables:
      
      • It is also possible in this mode to work on the HTML code directly:
        

Configure the base of the signature

Depending on the selected template:

1. Define the fields to keep and insert using the checkboxes.
2. Set the display preferences for certain information such as the order First Name - Last Name.
3. Some fields can be:
   
   • completed by the user in their Mail app settings,
   • automatically completed based on the information present in their Infomaniak account,
   • determined here and will therefore be fixed and common to all users.
4. Click the Continue button at the bottom of the page.
5. Give a name to the template.
6. Decide if this model should be accessible and applied to users of existing addresses on the Mail Service.
7. Click on the blue Finish button or save as a draft:
   

An email is sent to users affected by the creation of this model, inviting them to go to signature management to complete the information if necessary.

• When editing a signature model, you can decide whether or not to notify users of the changes that have occurred:
  

Complete the information used by the signature

Depending on the model used, the end user can add their personalized information on the Mail app so that the signature display is complete:

Apply signatures to users from this model

From the Signatures section of the Global Configuration, click on the action menu ⋮ located to the right of the signature model:

You can edit the signature, duplicate it to create a different signature for certain people from this model, and delete it.

Another option allows you to create signatures for the different users using the domain's email addresses:

• They will be notified by email that a new signature is available.
• For shared email addresses, if you want a generic signature that uses this model, without it being associated with a specific user, you must configure it yourself from the Infomaniak Web Mail app or the Mail Service.

Users of the Mail Service will then…

• … use the new signature created from this model
• … add their personal information

Force this model for new signatures

From the Signatures section of the Global Configuration, activate the toggle switch to no longer allow Mail Service users to create a free signature:

• The previously created model will then serve as the basis for any new signature created by the user:
  
• If the option is disabled, the choice is left to the user:
  

Activate a model on an existing email address

It is necessary to have an existing template to activate it on one or more email addresses. This can be useful when the template is created after existing addresses:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the product concerned.
3. Click on the boxes to select one or more email addresses in the table that appears.
4. Click on the action menu ⋮ at the bottom of the page.
5. Click on Apply a signature template:
   
6. Select the template of your choice.
7. Click on the Activate button:
   

This guide explains how to recover recently lost emails, especially in case of accidental deletion by the user.

Preamble

• Infomaniak backs up the content of each email address once a day (usually early in the morning).
• It is therefore possible to restore the mailbox as it was by going back to the day of the backup.
• RECOVERED ELEMENTS:
  • Emails no longer existing when you request the restoration will be returned to their original location.
  • Certain settings related to your email address ("answering machine" and "redirection" in particular) will also be restored if they have changed in the meantime.
• NON-RECOVERED ELEMENTS:
  • Emails moved (to a subfolder, including the trash) and not deleted will not necessarily reappear in the expected place since they still exist somewhere in the mailbox hierarchy - you need to search for them.
  • The backup restoration does not include the calendar or the address book.
  • Emails not yet present or no longer existing at the time of the daily backup (also refer to the POP3 chapter below); example:
    • Restoration of a backup (dated 5 AM) requested at 10 AM to retrieve an email that arrived at 8 AM and that the user accidentally deleted at 8:05 AM, while emptying the trash at 9 AM.
    • This email, having arrived at 8 AM, was not yet present in the backup made at 5 AM.
• UNMODIFIED ELEMENTS:
  • Emails received, created, and stored in the various folders (e.g., sent messages) during the interval (between the date you want to go back to and the date you perform the restoration) are not affected; they remain present.

Backup retention period

Once a complete backup of your mailbox has been made, Infomaniak makes it available to you for a certain number of days depending on your offer.

⚠ Retention period in days:

Also refer to this other guide regarding the storage limits of your messages.

Restore from the Infomaniak Web Mail app

Prerequisites

• Ensure that the deletion occurred less than 30 days ago (or within the timeframe included with your offer - see above).
• Have permission to manage backups: if you had been invited to the Infomaniak Web Mail app (online service ksuite.infomaniak.com/mail) to manage your address, it is possible that the Mail Service manager has revoked this right from their admin account.

To restore emails:

1. Click here to access the Infomaniak Web Mail app (online service ksuite.infomaniak.com/mail).
2. Click on the Settings icon in the top right corner.
3. Check or select the email address concerned in the dropdown menu of the left sidebar.
4. Click on General.
5. Click on Restore:
   
6. Choose a Restore date.
7. Click on Restore emails:
   
8. Once the restoration is complete, an informational email is sent.

Restore from the Mail Service

Prerequisites

• Be Administrator or Legal Representative within the Organization that manages the Mail Service.
• Ensure that the deletion occurred less than 30 days ago (or within the timeframe included with your offer - see above).

To restore emails from a Mail Service:

1. Click here to access the management of your product on the Infomaniak Manager (need help?).
2. Click directly on the name assigned to the product concerned.
3. Click on the concerned email address in the displayed table.
4. Click on the Actions on the address button at the top right.
5. Click on Restore emails:
   
6. Choose a Restore date.
7. Click on Restore emails.
8. Once the restoration is complete, an information email is sent to you.

Emails placed in the trash

Unless otherwise configured, an email deleted by the user is moved to the trash, and it is only after a delay of several days or weeks that the trash is automatically emptied (it can also be emptied by a user click). Therefore, during a restoration operation:

• Emails currently in the trash will remain as they are, regardless of the restoration date.
• Emails deleted from the trash will be restored to their original location, where they were when they were deleted (whether in the inbox folders or in the trash).

Emails placed in non-conventional folders

If you intentionally store your messages in folders with unusual names (for example, folders named Junk or Spam) take note of the important information in this other guide.

Email software/client configured in POP3

If you are used to checking your email with software/email client like Outlook and the latter is configured with the POP / POP3 protocol, it will not be possible to restore everything since the backup is done once a day, it only keeps the messages that were at the time of the backup in the Infomaniak inbox; the same goes for your other folders (Sent messages for example) present in the POP3 application: these are not synchronized with Infomaniak and therefore are not backed up; it is therefore necessary in the future to prefer the IMAP protocol in your email software/client.

This guide explains how to use the Gmail mobile app (app for iOS / Android smartphone or tablet) and the Gmail Web app (gmail.com online service) to access an email address hosted by Infomaniak.

Preamble

• It is recommended to use the Infomaniak Mail app (iOS / Android) to benefit from Infomaniak's security advantages.
• The various services offered by Infomaniak are all compatible with the corresponding standard protocols (IMAP/SMTP for email, for example), therefore if you encounter a problem with third-party software, contact its publisher or a Partner and consult the support policy as well as article 11.9 of the Infomaniak Terms and Conditions.

Using the Gmail mobile app for Infomaniak

Prerequisites

• Create the email address in my kSuite or a Mail Service / kSuite.
• Create a password for the email address on the device you are going to configure.
• Check that the Mail Service is optimally configured.

To add the email address managed by Infomaniak in IMAP to your Gmail mobile app (official guide):

1. Go to the Settings of Gmail.
2. Tap on Add an account.
3. Choose Other.
4. Enter the email address you wish to use.
5. Choose the account type IMAP.
6. Enter the password of the email address.
7. Use the server name mail.infomaniak.com for:
   • Incoming IMAP server (reception):
     
   • Outgoing SMTP server (sending):
     
8. Complete the addition of the address.

Import your "Infomaniak" emails into Gmail

Here is an alternative solution for which the following configuration is to be performed only once on gmail.com from a computer. Thus, the emails that arrive at your Infomaniak email address will be retrieved over time in Gmail via the POP3 protocol.

1. Refer to this Google guide starting from “Step 2: Add another email account.”.
2. Use these login details:
   1. POP server name = mail.infomaniak.com
   2. port = 995 (check the box SSL connection)

Send “Infomaniak” emails from Gmail

It is also possible to configure the gmail.com web app to send emails from an email address hosted by Infomaniak from the Google interface:

1. Refer to this Google guide.
2. Uncheck the box Treat as an alias.
3. Use these login details:
   1. SMTP server name = mail.infomaniak.com
   2. port = 465 (check the box Secure SSL connection (recommended))

Modify your configuration

If necessary (following point 2 above):

This guide explains how to connect the desktop app Outlook 2010 (desktop application on Windows) to an email address hosted by Infomaniak.

Preamble

• The different services offered by Infomaniak are all compatible with the corresponding standard protocols (IMAP/SMTP for email, for example). Therefore, if you encounter a problem with third-party software, contact its publisher or a Partner and consult the support policy as well as article 11.9 of the Infomaniak Terms and Conditions.

Add the email address to the application

Prerequisites

• Create the email address in my kSuite or a Mail Service / kSuite.
• Create a password for the email address on the device you are going to configure.

To configure the messaging application:

1. Open the application.
2. Click on Next:
   
3. Click on Yes to configure a messaging account.
4. Click on Continue:
   
5. Click on Configure manually.
6. Click on Next:
   
7. Click on the Internet E-mail button to connect to an IMAP server.
8. Click on Next:
   
9. Check and complete the missing information.
10. Click on Additional settings:
    
11. Click on the Outgoing server tab:
    
12. Click on My outgoing server requires authentication.
13. Click on the Advanced tab:
    
14. Replace the port numbers with the correct information and enable SSL.
15. Click on OK.
16. Click on Next:
    
17. Click on Close:
    
18. Click on Finish:
    
19. That's it, your email address is now configured in the application:
    

Recommended settings

• Incoming IMAP server = mail.infomaniak.com
• IMAP port = 993 (with SSL)
• Outgoing SMTP server = mail.infomaniak.com
• SMTP port & encryption protocol and command/method to activate this protocol: 587 + STARTTLS
• Username = full & complete email address ( ? )
• Password = the one generated for the email address you want to access
• Mandatory authentication for sending emails:
  • It is activated in the SMTP settings of your application.
  • Check "use the same settings as the incoming server" or, depending on the software/email clients, re-enter a username (= full & complete email address) and the generated password.

Refer to this other guide if you are looking for information about other messaging ports and protocols compatible (SSL / TLS for example).

In case of problem

Check that the Mail Service is configured optimally.

It is not necessary to contact Infomaniak Support if your email address works well outside the application. The most common error concerns the use of an incorrect password. The troubleshooting guides help you resolve any potential issues:

• Be aware of the solutions provided in this other guide regarding email in general.
• This other guide is more specifically about Outlook.

… and if your Outlook no longer works since a change of email password, be aware of this other guide.

This guide helps you set up a printer (Hewlett-Packard, Xerox, Canon, Epson, Brothers, etc.), a scanner, and any device capable of sending a message, via an email address hosted with Infomaniak.

Operating principles

It is imperative that your device allows the use of SMTP authentication to send emails.

Enable authentication and use the created email address as the username and the password you assigned to it.

As the mail server address, sometimes called the host name or hostname, use mail.infomaniak.com

If your printer rejects the server address in this format and asks for an IP address, it will unfortunately not be possible to configure your printer to send emails. Indeed, the IP addresses of the mail servers may change at any time, so it is essential that you use the address in the form of a name as indicated above.

Learn more

• Manually configure your emails, contacts & calendars on your devices

This guide addresses Outgoing Spam from Infomaniak infrastructures and helps you identify and resolve potential causes when an email sent from an address hosted by Infomaniak arrives in the Spam (Junk) folder of the recipient.

Use email responsibly

Infomaniak implements enhanced measures to ensure the security and deliverability of emails. By also following the best practices below, you significantly reduce the risk that your messages will be considered unwanted.

1. Use a valid email address

• Check that your email address and associated domain are correct and valid.
• Check the security settings of your domain name (SPF, DKIM, DMARC).
• If you modify a setting, wait approximately 24 hours before sending another test.

2. Avoid suspicious content

• Avoid words, phrases, or presentations frequently associated with spam (excessive promotions, generic phrases, overly complex layout, etc.).
• Do not include non-secure, truncated, or poorly formatted links.
• Personalize your messages (for example, by mentioning the recipient's name) to enhance their credibility.
• Do not attach suspicious or overly large files; use a service like SwissTransfer instead.

3. Test sending from the Infomaniak Web Mail app

• If you use a third-party email software/client, try sending the message from the Infomaniak Web Mail app (ksuite.infomaniak.com/mail).
• Compare the results to identify if the issue comes from your email software/client or a configuration setting.

4. Monitor the reputation of your domain

• If your email address uses a custom domain (for example @your-domain.xyz), a poor domain reputation can affect the deliverability of your messages.
• Analyze and correct potential causes (previous mass mailings, poor configuration, reports, etc.).

5. Obtain the recipient's consent

• Only write to recipients who know you or are expecting your message.
• For group or regular mailings, use a voluntary subscription system (opt-in).
• For information or marketing campaigns, prefer the Infomaniak Newsletter solution.

6. Optimize the frequency and volume of sending

• Avoid sending a large number of identical messages to many recipients simultaneously.
• Respect a reasonable sending frequency to avoid being identified as a suspicious sender.

7. Be added to the Infomaniak whitelist

• If your emails are classified as spam by a recipient also hosted by Infomaniak, they can add your address to their whitelist.
• This action guarantees the receipt of your messages, but does not replace the verification of the causes that initially led to the classification as spam.

This guide offers several solutions to quickly delete a large number of emails contained in an email address hosted by Infomaniak. Note that the size of your mailbox is not limited.

Bulk delete emails…

… from the Infomaniak Web Mail app

1. Click here to access the Infomaniak Web Mail app (online service ksuite.infomaniak.com/mail).
2. Click on the Settings icon ‍ in the top right of the interface.
3. Click on Reception.
4. Display the maximum number of items loaded at once:
   
5. To empty the inbox, select all [A] visible items on the screen (a finer selection is possible [B]) and click on the Trash icon [C] to send them to the trash:
   
   • Repeat this process on all pages [D].
6. Apart from the inbox, folders can be emptied in a few clicks:
   1. Click on the action menu ⋮ to the right of the folder in question.
   2. Click on Empty folder:
      
   3. Be careful, emails are deleted without going through the trash, as if you were deleting the folder itself — only a restoration can allow possible recovery.

You can also delete the email address found within a Mail Service, then recreate it. It will then be completely empty.

… from an IMAP email software/client

A solid solution is to configure the email address in an IMAP email software/client, which will allow the selection of all messages (without pagination…) consequently, deletion is easy and quick:

1. Install Thunderbird (or any other messaging app on your device).
2. Add your email address by indicating its password.
3. Wait for the inbox to load.
4. Select all messages.
5. Click on Delete.
6. It's done, you can remove the application if you wish.

Special case: crossed-out messages

To permanently delete any tracked / struck-through emails appearing in your software/email client or on Mail Infomaniak:

• Microsoft Outlook
  • go to the Edit menu -> Empty Deleted Items (in English, you should have a menu Purge)
• Apple Mail
  • go to the Mailbox menu -> Erase Deleted Items

They will then also disappear from the Mail Infomaniak interface.