Infomaniak continuously improves its products and customer service by prioritizing your suggestions shared through support, social media, or the Web. These suggestions are then discussed during the relevant department's meetings.

Provide feedback on...

SERVICE INFOMANIAK	FR	EN	DE	IT	ES
DOMAIN [ ☍ ]
HOSTING / Site Creator [ ☍ ]
CLOUD SERVER [ ☍ ]
PUBLIC CLOUD [ ☍ ]
JELASTIC CLOUD [ ☍ ]
SYNOLOGY [ ☍ ]
HOUSING [ ☍ ]
SWISS BACKUP [ ☍ ]
kSuite / my kSuite [ ☍ ]
MAIL [ ☍ ]
MAIL iOS app [ ☍ ]
MAIL Android app [ ☍ ]
kDrive [ ☍ ]
CALENDAR [ ☍ ]
CONTACTS [ ☍ ]
NEWSLETTER [ ☍ ]
SWISSTRANSFER‍ [ ☍ ]
STREAMING RADIO [ ☍ ]
STREAMING VIDEO [ ☍ ]
Video On Demand / Audio On Demand [ ☍ ]
GUEST MANAGER‍ [ ☍ ]
kChat [ ☍ ]
kMeet [ ☍ ]

Infomaniak support is also at your disposal by email, chat or phone if needed.

This guide details the offer of Serveur Cloud which allows you to create several hostings (FTP "spaces" for which you create your FTP/SSH accounts) on which you add sites (Apache "vhosts" for the indicated domain), and the VPS offer intended for a different use.

Breaking free from shared hosting limitations

With a managed Cloud Server, you can distribute your sites across your hosting environments as you wish. You can configure them by specifying the root directory as well as certain information such as the memory_limit and the max_execution_time beyond the limits imposed by a shared environment.

Web tools are available such as cronjobs, Site Creator, WordPress (which allows for the installation and use of the WordPress tool with ease) or access and error logs. It is quite possible to add a specific Apache module or to install a caching system.

Server Cloud or VPS?

Managed (Serveur Cloud)

Infomaniak manages the software part of the servers under FastCGI and PHP-FPM without allowing you to freely configure the server (for example, no custom installation). Only specific programs can be installed.

Unmanaged (VPS)

Infomaniak handles the hardware and installs the chosen version of Linux or Windows upon order. There is no software-level intervention. The server is under "your responsibility". You can restart the server via the Infomaniak Manager and a snapshot system is available (excluding VPS Lite).

If you are hesitant to take a Server and you mainly plan to have a large amount of video content, you can pair a shared hosting with a VOD space. This solves the problems of overload on a site since it allows you to separate the audiovisual content from your shared hosting and thus have a video storage space that easily supports significant load increases. You will also have detailed statistics at your disposal regarding the viewing of your videos.

Switching from one to the other...

To migrate a **Serveur Cloud** to a **VPS**, or vice versa, there is no "turnkey" solution. For this type of migration, you must cancel the product that is no longer desired and then order the product you need in its place. Infomaniak will refund upon request any purchase of a new server if the cancellation occurs within 30 days of the order.

This guide explains the differences between a Domain (or main site), a Subdomain and an Alias.

Preamble

• Although they are related, these three elements (Domain, Subdomain and Alias) have different functions and purposes.
• They can impact a Web Hosting via its domain name, or even the email since it is quite possible to have email addresses on a subdomain for example.

What is a Domain?

The domain or domain name is the main entrance to your website. This is how your users will access your content. This main domain determines what will appear in the URL bar of your users' browsers.

Prerequisites

• Own a domain.
• Have a Infomaniak Web hosting.

Familiarize yourself with the guide Create a new site on your web hosting.

What is a Subdomain?

The Subdomain is symbolized by an additional word that appears before your main domain name. This is very useful in several cases, for example:

• It can be used to display "exclusive" or targeted content, for example, by going to faq.infomaniak.com you arrive at the knowledge base where all the guides are located
• It can also be used (temporarily or permanently) when creating a new site or redesigning an existing one, by creating for example new.domain.xyz when the main site was previously domain.xyz

Prerequisites

• Own at least one domain.
• Have a Infomaniak Web hosting.

Familiarize yourself with the guide Adding a subdomain to your web hosting.

What is an Alias?

An Alias or Domain Alias is a second domain name that points directly to your main site, sharing the same web pages. The alias is another access point to your website. For example, the main site of Infomaniak Network SA is www.infomaniak.com and www.infomaniak.ch is its alias.

The benefit of an Alias is to allow you to increase the visibility of your site to your target audience by offering them more entry points to access it.

Prerequisites

• Have multiple domain names.
• Have a Infomaniak Web hosting.

Familiarize yourself with the guide Add an alias to your web hosting.

The equivalent also exists for a Service Mail.

This guide explains how to customize the limits of a site hosted on a Web Hosting or a Cloud Server.

Unlock or adjust the limits of a site

To access website management:

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 relevant product:
3. Click on Manage under Advanced Settings:
   
4. Click on the PHP / Apache tab.

You will be able to…

• … unlock for 60 minutes the memory limit (memory_limit = 1280 Mb) and the maximum script execution time (max_execution_time = 60 minutes):
  
  • This unlock is possible up to 10 times a year.
• … customize the limits of:
  • max_execution_time (in seconds)
  • memory_limit (in MB)
  • post_max_size & upload_max_filesize (maximum file size for upload, in Mo)
  • Cloud Server only: Max children (refer to this other guide)
  • Cloud Server only: Max input time

Maximum values by hosting type

In terms of free software for handling multimedia files, FFmpeg is a powerful and flexible tool. It can be used to convert, edit, and stream videos and audios.

However, using FFmpeg on shared hosting presents certain challenges and limitations for both users and hosts.

You should opt for the Cloud Server offer for using FFmpeg.

You can also turn to the service of VOD/AOD Infomaniak.

This guide relates to the execution of scripts launched via SSH on various types of machines.

No time limit

There is no predefined time limit for the execution of scripts launched via SSH, meaning that the script can run as long as necessary. However, if the SSH session ends, the script will also be interrupted.

It is possible to run scripts in the background to avoid this issue. In this case, the script will continue to run even if the SSH session is interrupted.

Other resources may be limited either by the machine's capacity or by the configuration (PHP scripts limited to 512 MB of memory, for example).

It is possible to change these limits on Serveur Cloud machines, but not on hébergements mutualisés.

Jelastic Cloud is a platform as a service (PaaS) that allows you to easily create development environments on the fly. This solution is particularly advantageous if your resource consumption (CPU, RAM) varies greatly depending on the time of year.

A Cloud Server allows you to manage applications and websites as easily as shared hosting while giving you the advantage of being able to install additional software as needed. This solution is very advantageous if your resource consumption (CPU, RAM) is stable and predictable.

A VPS Cloud or VPS Lite allows you to manage your entire server with the Linux distribution of your choice. Solid technical skills are required. This solution is very advantageous if your resource consumption (CPU, RAM) is stable and predictable.

In all three cases, you benefit from fully dedicated resources that you can freely adjust according to your needs.

Also, check out the Public Cloud offer.

This guide explains which protocols and ports can be used with Infomaniak's email services (Service Mail in particular).

Mandatory ports and parameters

When this is requested during a software or email application configuration, use only these parameters:

If you specify other indications, email errors may occur.

Other supported but not recommended protocols

• port 143 (standard port for receiving messages via IMAP)
• port 110 (standard port for receiving messages via POP3)‍
• port 995 (secure port for receiving messages via POP3s)
• port 587 (alternative port not recommended for sending messages via SMTP)
• TLS authentication on SMTP ports 587 and 25
• STARTTLS authentication for IMAP, POP3 and SMTP
• SMTP authentication (either LOGIN or PLAIN)

The Infomaniak API does not offer any email connection as IMAP and SMTP are the "APIs"; to this end, use a Python library such as https://docs.python.org/3/library/email.examples.html and https://docs.python.org/3/library/imaplib.html or any library using IMAP and SMTP.

To display emails from php:
imap_open("{mail.infomaniak.com:993/imap/ssl}", $email, $password);

The MTA-STS mechanism is not implemented or verified, Infomaniak using instead DANE which guarantees an encrypted connection under these conditions:

• The client sends an e-mail to a domain that has DANE.
• The client receives an email from an SMTP server that uses DANE.
• In all other cases, it will be a random connection that does not guarantee 100% that the connection will be encrypted.

This guide explains how to easily set up a redirection for your domain name managed with Infomaniak.

Introduction

• A web redirection allows you to redirect a domain name or subdomain to the Internet address of your choice.
• This procedure is only valid if the domain's DNS are managed by Infomaniak and if Custom Brand is not activated.
  • Any addition/modification may take up to 48 hours to propagate.
• If necessary, create a redirection for your domain with and without the www (domain.xyz and www.domain.xyz).

Redirect a domain to the URL of your choice

To do this:

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 in question.
3. Click on Web Redirections in the left sidebar.
4. Click on the button Add a redirection.
5. Enter the destination address (under To).
6. Click on Validate.

This guide explains what you need to determine as a website visitor if you encounter a 403 error in order to resolve the issue.

What is the 403 error?

The HTTP 403 error code generally means that access to a resource is denied to the client by the server.

In which case does this error occur?

The user is not authenticated: the server requires the user to identify themselves to access the resource. This can be the case for private pages requiring authentication, for example.

The user is authenticated but does not have the necessary permissions: the server recognizes the user but does not authorize access to the requested resource due to permission or role restrictions. This cause of error 403 may be an incorrect permission issue, on a folder or a file. For a folder, the error message is of type "403 Forbidden", for a file, "failed to open stream: Permission denied". In this case, you must check that the permissions of your folders/files are correct, namely a minimum of 644 for a file and 755 for a folder. Learn more

The user's IP address is blocked or restricted: the server may block access to a specific IP address for security reasons, protection against attacks... Learn more

The requested resource does not exist on the server: in this case, the server returns a 403 error instead of a 404 error to avoid disclosing confidential information. If you are trying to access your homepage or a part of your site by entering an address of the type www.domaine.xyz or www.domaine.xyz/dossier/ make sure there is a homepage named "index.html or .htm or .php" placed in the correct location (at the root of your FTP space, in the /web directory, or in the /dossier/ directory). Learn more

Moreover, check that there are no uppercase letters in the file name, all file names or folders present must be in lowercase, without accents or spaces.

Script-related error: if you were running a script, filling out a form, or uploading a file online and you receive this type of message:

Accès interdit!
Vous n'avez pas le droit d'accéder à l'objet demandé.
Soit celui-ci est protégé, soit il ne peut être lu par le serveur.
Si vous pensez qu'il s'agit d'une erreur du serveur, veuillez contacter le gestionnaire du site.
Error 403

The cause may be a filter that prevents the unwanted use of scripts by spammers. Indeed, the Infomaniak antivirus blocks the uploading of files via scripts or via FTP. This concretely means that when a hacker sends a file identified as a virus via a form, an unsecured script or via FTP, its installation is directly blocked, the file is not uploaded to the server and the upload generates a 403 error.

In case of a false positive, contact Infomaniak support by providing the URL of the page where you encounter this error message to precisely diagnose the origin of the problem.

However, there are many other cases in which you might receive a "403 forbidden" message for various reasons (PHP scripts, Perl, mod_security, .htaccess, ...).