Knowledge base
1000 FAQs, 500 tutorials and explanatory videos. Here, there are only solutions!
This guide explains how to provide useful details when requesting assistance and authorize Infomaniak Support to access your online products, particularly their content:
- Only Infomaniak collaborators handling your support request will have access to it.
- You can revoke this access at any time or wait for 7 days for it to automatically close.
Authorize Support to Access Your Content
You can grant access to certain products for a maximum of 7 days from your user account:
- Login to the Infomaniak Manager (manager.infomaniak.com) or Infomaniak Mail (mail.infomaniak.com) from a web browser like Brave or Firefox
- Click on the icon with your initials or avatar at the top right
- Select Manage My Profile
- Click on Manage in the Support box
- Authorize access by clicking on the toggle button (allowing one does not allow the other - these are specific authorizations) to:
- Content of email addresses linked to the Infomaniak Mail interface
- Content of folders among the existing kDrive(s) in the organizations to which the current user belongs
- Content of discussions among the existing kChat product(s) in the organizations to which the current user belongs
Screenshots
on Windows
Microsoft provides preinstalled software dedicated to screenshots. But to do it manually:
- Show what you want/need to capture on the screen
- Press the PRINTSCREEN key on your keyboard (or PRTSCR, PRNTSC, etc.) once
- In Microsoft Word (or similar), go to "Edit" -> "Paste" to place your image on the page
- "Save" your file
- Repeat the operation from point 1 to point 5 as many times as the desired number of captures
on macOS
- Press the "cmd" + "shift" (the up arrow) + "3" keys simultaneously
- With each press of these keys, an image file is created on your computer's desktop
on iOS (iPhone, iPad...)
- Press the "Power" + "Home" buttons simultaneously (the only two physical buttons)
- Retrieve the screenshots in the "Photos" app on your device
on Android (e.g., Samsung, LG, or Huawei)
- Press the Volume Down key (on the edge) and the Lock key simultaneously
- The captured image is automatically saved in a Screenshots folder in the gallery
Popup Windows
To copy-paste a text message from an error popup in Windows, simply press the "CTRL" + "C" keys 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
- Then, click on the icon with a barred circle or similar to reset the log
- Show the page of your site experiencing the issue
- The console tab displays JavaScript errors and unfound online resources
This guide details the structure of Infomaniak's kDrive: the online interface, menus for managing and finding your shares, the purpose and meaning of default folders, etc.
Introduction
- This guide only applies to the online version (webview) of kDrive, accessible through a browser.
- The kDrive application (computer, smartphone, etc.) is not directly affected.
- The "Common" folders and the "Shares" menu are visible only with certain paid plans.
- Do not rename and/or move the default folders created, neither in the online version nor locally, as it causes synchronization problems.
Architecture of a kDrive
The kDrive interface offers a left sidebar menu that takes you to the main directories of the user:
- the Common folders menu (previously visible as Common documents) displays the tree structure of folders automatically shared by some or all users of the same kDrive; if they contain documents, they will be displayed in the center of the interface
- the "My personal folder" menu displays the hierarchy of folders specific to the user: indeed, each kDrive user has their own personal space that will not be shared with other users of the same kDrive; any documents will be displayed in the center of the interface.
- the "Shares" folder displays:
- Items shared with you by other kDrive users, among the kDrives you have access to with your login ID.
- Items you share with other users.
- Items you shared by creating a sharing link.
- Deposit boxes.
Setting the Startup View of kDrive
You can choose which homepage to start navigation within the online kDrive among the following 3 options:
- Your personal folder.
- The common documents folder.
- Favorites (which includes documents added as favorites by your user).
To access kDrive and modify the homepage:
- Log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Firefox.
- Click on the icon at the top right of the interface (or navigate using the left sidebar menu, for example).
- Choose kDrive (Collaborative Tools universe).
- Click on the name of the relevant item in the displayed table.
- Click on the icon at the top right of the interface.
- Click on the KDRIVE tab.
- Click on Modify the homepage
- Choose the page that should be displayed by default when accessing:
- Click on Finish.
This guide explains how to transfer an Infomaniak product from one organization to another.
This allows you to move any product subscribed to Infomaniak to a different Infomaniak Manager interface than the one where the product is currently located. This is an internal transfer.
Furthermore, if your user has access to multiple organizations, it's very easy to send the product of your choice to one of them.
Generate a Transfer Link
To transfer a product:
- Log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Firefox on the organization that contains the product(s) to be transferred (the user must have administrative rights).
- Open this page in the Manager (or click on Product Transfer in the left sidebar).
- Click on the Transfer products button
- Check the product(s) to move.
- Read and accept the terms and conditions.
- Click the Transfer button.
The transfer has started. You can now choose to:
- Copy the transfer link.
- Send it to the email address of your choice.
- Complete the transfer by selecting one of the organizations your user is associated with, and the selected product will be transferred there.
Alternative Method
In the case of a one-time transfer, you can also go directly to the dashboard of the product in question and click on Manage (as shown in the image below). However, this menu is not available everywhere (e.g., in the case of Newsletters), so it's better to use the first method above, which also allows batch transfer.
For Jelastic Cloud, read this guide (click here).
Receiving the Product
Once a transfer has started:
- Log in to the Infomaniak Manager (manager.infomaniak.com) from a web browser like Brave or Firefox on the organization that should receive the product(s) (the user must have administrative rights).
- Execute the link obtained in the first step above.
- If necessary, choose the destination organization from the dropdown menu.
- Read and accept the Terms and Conditions.
- Click the Receive Products button (if the button is not clickable, make sure you have selected the organization).
If needed, you can create a new organization to receive products.
You can always find an ongoing transfer from the left sidebar of the Infomaniak Manager:
Thank you for choosing kDrive, an independent and privacy-respecting solution for collaborating, sharing, and accessing your data from all your devices. Your data is encrypted, permanently backed up, and exclusively hosted in Switzerland.
Collaborative Storage on a 100% Swiss Made Cloud
- Discover kDrive in video (the interface has evolved since then)
Getting Started
- Synchronize kDrive between different devices
- Manage kDrive Lite Sync option (macOS)
- Manage kDrive Lite Sync option (Windows)
- Install kDrive on Linux
- kDrive folders (personal, common, shared)
- Choose kDrive folders to synchronize
- Edit a file on kDrive (Word, Excel, PowerPoint)
- kDrive subscription via Apple iOS
- Manage kDrive storage space
- Search for data on kDrive
Sharing Your Data
- Manage kDrive drop boxes
- Customize kDrive shares and drop boxes
- Share data from kDrive (Web interface)
- Share data by email from kDrive (Web interface)
Filling Your kDrive
- Import external data to kDrive
- Import data to kDrive (iOS)
- Import data to kDrive without kDrive app
- Import data to kDrive via WebDAV
- Import photos to kDrive (iOS / Android)
- Transfer data from an external Cloud to kDrive
- Connect to kDrive via WebDAV
- Access kDrive files locally and online
- Scan documents with kDrive (iOS / Android)
With Others
- Manage kDrive data of a removed user
- Manage kDrive user rights
- Manage kDrive users
- Manage multiple kDrive (iOS / Android)
- Manage multiple kDrive (macOS / Windows)
Advanced Usage with kDrive
- Manage kDrive categories to classify data
- Synchronize Joplin notes via WebDAV with kDrive
- Sync Qnap with kDrive
- Sync Synology with kDrive
- Record a kMeet meeting on kDrive
- Export email attachments from Mail
- Export an email to kDrive
- Add an attachment to an event in Calendar
For Power Users
Troubleshooting
- Resolve a kDrive blockage (antivirus, firewalls, etc.)
- Resolve a kDrive sync conflict
- Resolve a kDrive synchronization issue
- Resolve a kDrive issue on smartphone (don't kill my app)
- Resolve a Lite Sync plugin error on macOS
- Clear browser cache
- kDrive application version (macOS / Windows / Linux)
- Restore a kDrive file to its previous version
- Restore a deleted kDrive file
- Force kDrive to synchronize hidden and excluded files
- Allow access to your products / Complete a support request
- Display kDrive debug info
Learn More About kDrive
Have a question or feedback?
- Contact Infomaniak support
- Feel free to share your suggestions
This guide details possible solutions when the kDrive app icon turns orange, indicating there was a synchronization conflict.
If you encounter an issue while the icon is green, read this guide (click here).
What is a synchronization conflict?
"Conflict" files are created:
- when a file is edited simultaneously on both sides, either locally or on the kDrive web (its size and/or date are different); the local file is then renamed to "conflict" and the one from kDrive is downloaded
- when files/folders are created/moved simultaneously on both sides with the same name in the same folder; the local file/folder is then renamed to "conflict" and the one from kDrive is downloaded
- when a file is edited on one side and one of its parent folders is deleted on the other; the edited file is then moved and renamed to "conflict" in the drive root
- when resolving a conflict involving moving a file/folder cannot succeed, the file/folder is then moved and renamed to "conflict" in the drive root
In cases 1 and 2, you can:
- keep both files locally, knowing that the "conflict" file is not synchronized on kDrive
- on the local disk, delete the "conflict" file if it's the less up-to-date of the two
- on the local disk, delete the non-"conflict" file if it's the less up-to-date of the two, then rename the "conflict" file to synchronize it online via the kDrive app
- on the local disk, merge the two files into the non-"conflict" file then delete the "conflict" file
In all cases, always make sure to keep the most up-to-date version on kDrive online.
Note that case one can also occur when the desktop application is uninstalled and then reinstalled while keeping the configuration and changes occur on the drive in the meantime. To avoid this, it's recommended not to uninstall the kDrive application while keeping the configuration (other recommendations are presented below).
How to display conflicts?
To display conflict files:
- left-click on the kDrive app icon in the notification area of your computer (top right on macOS, bottom right on Windows, and double left-click in the taskbar on Linux)
- click on Settings
- go to the Activity tab
- click on the Unsynchronized filter
- double-click an item to display it in Finder or File Explorer
What to do to resolve the conflict?
To resolve a synchronization conflict:
- open both files
- compare the differences
- retrieve the information from the conflict file (the one with the exclamation point) into the base file.
- delete the unsynchronized conflict file (the one with the exclamation point and the mention "conflicted copy").
Don't see conflict files on all your devices? That's normal. The conflict file (the one with the exclamation point and the mention "conflicted copy" in its name) is not synchronized. The idea is that you, as the author of the changes, are the best person to resolve the conflict.
Avoiding synchronization conflicts / blacklist
- don't work on the same file with multiple people (unless working online on a Word, Excel, or PowerPoint document).
- sync your offline changes before editing the same files online
- avoid creating folders with the same name as folders you're not synchronizing on a device
A blacklist conflict may also occur if problematic characters are present in synchronized file names, such as tilde ~, slash / or backslash \, and certain types of files like System Volume Information and certain extensions like .idlk, .parms.db, .directory, ._* etc.
This guide explains how to access files locally and online.
Prerequisites
View kDrive Files
When the kDrive application is installed and running:
- left-click on the kDrive app from the notification area of your computer
- in the top-right on macOS
- in the bottom-right on Windows
- double left-click in the taskbar on Linux
- in the menu that appears, click on:
- the icon to access files locally
- the icon to access online files
If your files are not all present/synchronized, read this guide (click here)
Thank you for choosing Infomaniak for sending and receiving your emails, as well as for backing up and sharing your data!
These guides will help you use Infomaniak Mail, set up an address on a phone or computer, use kDrive, or switch to a different plan, and much more!
Free Email @ik.me (+ etik.com, etc.)
What would you like to do?
- Discover your Infomaniak Mailbox (send/receive, compose an email, etc.)
- Import folders/emails from another address
- Redirect your emails from Gmail, Outlook, Yahoo to Infomaniak
- Set up your email address on your phone and computer
- Access the settings of your email address
- Change the password of your email address
- Add a signature to your emails
- Activate an automatic responder
- Import your calendars
- Import your contacts
To go further:
- Unlock the limits of free email
- Migrate your emails to another Infomaniak email address
- Customize your Infomaniak Mailbox
- Use keyboard shortcuts
- Daily email sending limit
- Check email storage volume and free up space
- Create an email address with a custom domain name
Free kDrive
What would you like to do?
- Add or import files/folders to a Drive
- Sync your files with your devices
- Share files with contacts
- Check and free up storage on kDrive
- Connect via WebDav from kDrive (paid offer)
To go further:
- Unlock the limits of free kDrive
- Import a Dropbox, OneDrive, or Google Drive account into kDrive (Solo, Team, or Pro offer recommended)
Learn More
- What happens when the account is deleted?
- Create a video conference with kMeet
- Share sensitive information with kPaste
- Transfer large files with SwissTransfer
Having a problem?
Requests related to Free Infomaniak products are processed with limited priority. To benefit from our telephone and chat support, we invite you to subscribe to one of our Domains, Web Hosting, Backup & Storage, Marketing, Event, or Multimedia offers!
This guide explains how to synchronize files stored in kDrive to easily access them on all your devices. kDrive is compatible with macOS, Windows, Linux, iOS, and Android.
Download kDrive
To do this:
- Open the kDrive download page to download kDrive*
- Install the downloaded application
- During installation, pay attention to the permissions that may be requested by the wizard (especially on macOS) and which must be granted for the proper functioning of the application:
- At the end of the installation, the application should open (otherwise, manually open the kDrive application from the device)
- A form will ask you to log in to your Infomaniak account (need help?):
- Then choose the kDrive to synchronize (if your account allows access to multiple kDrives):
- Activate or not the Lite Sync option (feature of the Windows and macOS app that saves space by virtually storing your kDrive files on your computer, downloading them only when needed):
- A kDrive folder is created on your hard drive at the specified location (location that can be changed by clicking on the pencil icon) and will contain any existing files on your kDrive (some folders may be ignored - read more below) and will send to the kDrive server any files you place there in the future:
*Your operating system will be automatically detected to offer you the correct version to download, but you can refer to this additional guide if you are using Linux
Synchronize Files with kDrive
Once the application is installed and the connection to your account is established, you have the kDrive application on your device:
- On a computer, the app icon appears in the notification area of your computer (top right on macOS, bottom right on Windows, and a double left click in the taskbar on Linux), and a kDrive folder is automatically created in your personal documents
- Any modifications made to your files and folders are automatically synchronized with your Infomaniak Drive, and you have the option to customize the folders of your Drive that need to be synchronized on your computer
- On a smartphone, the kDrive application allows you to access all the content of your Drive on the go; the application also allows you to automatically back up photos from your mobile
Minimum System Requirements
System | With Lite Sync | Without Lite Sync | ARM |
Linux* | No Lite Sync | Ubuntu 20.04 | OK |
macOS | macOS 10.15 | macOS 10.15 | OK |
Windows | Windows 10 1709 | Windows 10 | n/a |
* No contextual menu on right-click on the OS
Learn More
- Automatically Upload Photos from Your Phone to kDrive
- Manage Multiple Drives from a Smartphone
- Synchronize Multiple Drives on a Computer
- Getting Started Guide: kDrive
This guide explains how to automatically transfer photos from your smartphone (iOS / Android) to Infomaniak's kDrive.
Once this feature is activated, photos from your phone (located in the folder of your choice) will be backed up to a folder of your choice on kDrive.
Prerequisites
- Have a kDrive
- Have the kDrive app on your mobile device
Activate Photo Backup to kDrive
on iOS (iPhone, iPad)
- Open the kDrive app on iOS
- Tap on the profile icon at the bottom right
- Tap on Settings
- Tap on Photo backup to enable it
- Enable Automatic Backup
- Allow kDrive to access the photo location of your choice
- Choose the kDrive to use and the kDrive folder that will host your content
- Configure the rest (sending including videos and screenshots, monthly sorting, request to delete content remaining on the smartphone, recursion, etc.) then tap on Save
on Android
- Open the kDrive app on your Android smartphone
- Tap on the profile icon at the bottom right
- Tap on Settings
- Tap on Photo backup
- Enable Automatic Backup
- Allow the various accesses needed by the kDrive app to access the image tree on the smartphone
- Allow background operation
- Refer to the guide for advanced background operation if necessary
- Validate the actions
- Close this section
- Choose the kDrive to use and the kDrive folder that will host your content
- Choose the smartphone folder where your photos to be sent to kDrive are located
- Configure the rest (sending including videos, monthly sorting, request to delete content remaining on the smartphone, recursion, synchronization delay, etc.) then tap on Save
This guide explains how to select the folders kDrive that need to be synchronized between your computer and the online kDrive version (webview).
Prerequisites
- Have kDrive
- Have the kDrive application on the device to synchronize
- Check the setting regarding synchronization limitation of large folders
Choosing kDrive Folders to Sync
To access the settings of the kDrive application on your computer:
- Left-click on the kDrive app from the notification area of your computer (top right on macOS, bottom right on Windows, and double left-click on the taskbar on Linux)
- Click on the icon â‹® on the right side of the application
- Click on kDrive Settings
- Click on the icon to the left of your kDrive name to expand the list of folders
- If necessary, expand the content of listed folders and check/uncheck the folders to synchronize with your computer
- Click on the blue button Validate
Attention
When deselecting a folder from the list, a message next to the button from point 6 above warns you that a move of this folder will be performed to the trash of your computer. This is the folder that was in your kDrive tree on your computer. Folders on the kDrive online (webview) will not be affected, but you must ensure, before the operation, that the folder in question was properly synchronized and fully present in this online version (especially if you just placed it within your synchronized directory).
If in doubt, also ensure that your computer does not instantly erase too large items when they are placed in the trash, because of the size of the Windows trash, for example:
Add Advanced Synchronization
In the same place accessible according to the procedure above, click on Add Advanced Synchronization:
This will allow you to synchronize one or more new folder(s) from your hard drive with the location of your choice on kDrive.
Stop and Remove Synchronization
In the same place accessible according to the procedure above, click on the icon â‹® on the right:
This will allow you to:
- Force synchronization
- Pause synchronization
- Delete synchronization (only from your device, without affecting your kDrive)