Nextcloud not able to open documents using the Onlyoffice document viewer/editor

[ChristopherMag]

I have Nextcloud installed and integrated with Onlyoffice and it has been working for 8 months or so but stopped working a month or so ago.

When I looked into the issue before it seemed to be related to the Onlyoffice cloudron app being updated to a version that wasn't compatible with the latest version of the Onlyoffice Nextcloud app within the lastest version of the Nextcloud cloudron app which was 26 something.

They had a new version of the Onlyoffice Nextcloud app that was compatible with the latest version of the Cloudron Onlyoffice app but the latest version of the Onlyoffice Nextcloud app required Nextcloud version 27.

Nextcloudn 27 is now available and I have upgraded to the latest available versions of the Onlyoffice cloudron app, the Nextcloud cloudron app, and the Onlyoffice Nextcloud app.

When I click on a supported document type I see the Onlyoffice loading screen pop up with its three layer stack animation but it never loads the a document all the way.

I have tried creating a new xlsx document via Nextcloud but it also doesn't load so it doesn't seem to be specific to the document being loaded.

I have looked at the logs for both Cloudron apps and neither show any obvious issues but I feel like I am not seeing the nextcloud app logs respond to my trying to open a document so I believe there may be additional logs that are not being shown that maybe I need to do something else to see.

When I go to the logging tab in Nextcloud administration it shows a loading animation but never loads.

I installed another nextcloud instance and tried to access the logging area and it also shows the loading animation but never progresses.

Questions:

• Are there other relevant log locations I should be checking to troubleshoot this?
• Is there something else I can do to fix whatever is causing nextcloud logs area not to finish loading?

[imc67]

Are you on Cloudron 7.5? I am with one Cloudron and there I have the same issue (also Collabora doesn't work) on another Cloudron I manage the only difference is Cloudron 7.4.3.

[girish]

If the onlyoffice package version is 1.14.0 , please roll back to 1.13.2 . (you can see the package version in the Update section of the ap). There was a bug in 1.14.0 which we haven't managed to fix so far. The package is already revoked but unfortunately some instances updated already.

[ChristopherMag]

@girish I am on 1.14.0.

I have installed a 2nd instance of onlyoffice using 1.13.2, changed the secret in the /app/data/config/production-linux.json file, restarted the app, and updated the URL in nextcloud but I get the following error Error when trying to connect (Error occurred in the document service: Error while downloading the document file to be converted.) (version 7.3.3.49) when trying to save the setting with the new URL.

Changing it back to the old URL I am able to save the settings but the documents do not load correctly.

I feel like this might be a separate issue as I get the same error when I install a fresh instance of nextcloud and fresh instance of onlyoffice and configure the relevant settings to try to connect them.

[ChristopherMag]

@imc67 I am on v7.4.3

[girish]

@ChristopherMag Just to double check since this is a common mistake. You have to change in two places in the json file to change the secrets in onlyoffice. Can you confirm?

[ChristopherMag]

@girish, yep double clicked the changeme password in the first spot, pasted in the new password, double clicked the 2nd spot, pasted it in the 2nd spot.

With the new instances I setup I also tried setting them both to an empty string and then leaving it blank in nextcloud as the nextcloud settings page indicates blank for no secret is an option, had the same issue, and then I tried ereasing the secrete configuration section from the json with a blank password in nextcloud and also had the same issue.

[girish]

I tried fresh now and it seems to work:

Are you able to reproduce this in our demo maybe ? https://my.demo.cloudron.io (username/password: cloudron)

[micmc]

I had the same issue and how I easily fixed it (had waste much time investigating though) is by simply deleting the OnlyOffice server and then reinstall it at the same address, and make sure to change the secret string in /app/data/config/production-linux.json file. And poof, everything went back to normal.

Everything involved is up to date to the latest version, except for OnlyOffice which was reverted to 1.13.2 through the reinstall.

[ChristopherMag]

Here are the steps I have just taken on our cloudron 7.4.3 instance:

• Install nextcloud as testnextcloud from the cloudron app store
  • This installed version nextcloud 27.0.1 cloudron app version 4.18.0
• Install onlyoffice as testonlyoffice from the cloudron app store
  • This installed onlyoffice 7.3.3 cloudron app version 1.13.2
• Click the testonlyoffice app tile and acknowledged the instructions and see the Document Server is running page
• Click the nextcloud app tile and acknowledge the instructions and login with the default admin
• Click the profile image in the top left and click apps
• Search for onlyoffice and click download and enable to install the onlyoffice nextcloud app version 8.1.0
• Click the profile icon in the top right and select Administrative settings
• In the left menu scroll down to Onlyoffice and click that to edit the onlyoffice nextcloud apps settings
• Enter the onlyoffice docs address as https://testonlyoffice.cloudron.ourrootdomain.com/
• Check the box next to disable certificate verification (insecure)
• Set the Secrete key to changeme
• Click Save
• Receive the error message Error when trying to connect (Error occurred in the document service: Error while downloading the document file to be converted.) (version 7.3.3.49)

[ChristopherMag]

PS, if I mess up the hostname intentionally I get a different error Error when trying to connect (cURL error 6: Could not resolve host: testonlyoffice.cloudron.magnusonfinancial2.com (see https://curl.haxx.se/libcurl/c/libcurl-errors.html) for https://testonlyoffice.cloudron.magnusonfinancial2.com/healthcheck) so it seems like that part is correct.

If I change the Secret Key to changeme2 I also get a different error Error when trying to connect (Error occurred in the document service: Invalid token)

This seems to indicate that the hostname and secret key parameters are correct.

[girish]

Do you also restart the onlyoffice app after making changes to the secret? Does the issue happen in some other browser as well?

Otherwise, I am out of ideas. If you can drop a mail to support@cloudron.io, we can debug further.

[micmc]

@ChristopherMag said in Nextcloud not able to open documents using the Onlyoffice document viewer/editor:

PS, if I mess up the hostname intentionally I get a different error Error when trying to connect (cURL error 6: Could not resolve host: testonlyoffice.cloudron.magnusonfinancial2.com (see https://curl.haxx.se/libcurl/c/libcurl-errors.html) for https://testonlyoffice.cloudron.magnusonfinancial2.com/healthcheck) so it seems like that part is correct.

If I change the Secret Key to changeme2 I also get a different error Error when trying to connect (Error occurred in the document service: Invalid token)

This seems to indicate that the hostname and secret key parameters are correct.

Actually, you haven't mention it in your message above just in case you overlooked it, you must make sure to change the secret string in /app/data/config/production-linux.json file as well, not only in NextCloud configuration.

[ChristopherMag]

@micmc I don't have to change it if I leave it as the default changeme which is why I didn't mention it.

When changing it in the onlyoffice app along with the nextcloud onlyoffice app it results in the same behavior.

[ChristopherMag]

@girish If I change the Secret Key to changeme2 in the nextcloud onlyoffice's app settings I get a different error Error when trying to connect (Error occurred in the document service: Invalid token) which indicates that the default changeme secret key does appear to match both on the onlyoffice cloudron app and the nextcloud onlyoffice app's settings.

The error that occurs when clicking Save happens in firefox and google chrome.

[girish]

@girish said in Nextcloud not able to open documents using the Onlyoffice document viewer/editor:

Are you able to reproduce this in our demo maybe ? https://my.demo.cloudron.io (username/password: cloudron)

@ChristopherMag just to rule out some internal / network related issues, can you quickly try this on the demo?

[ChristopherMag]

@girish When I navigate to that site and enter the username and password as cloudron it takes be back to the username and password login form and doesn't seem to login.

[nebulon]

can you try again in the demo? Demo is already on 7.5 and hit the french translation bug

[ChristopherMag]

@nebulon I have gone through the same steps above and they worked fine, with and without the disable certificate verification checkbox checked as your demo system gets valid SSL certs.

Our internal cloudron is not able to be publicly accessible and so we use our own root ca with a wild card cert for cloudron apps that we have loaded into the root trust stores of our client computers and phones.

It sounds like either we need to be on cloudron 7.5 instead of 7.4.3 or there is something that is now no longer working with locally managed certificates, even though we have the insecure option checked and the error message is different when it is blocked due to ssl certificate issues.

Here is the error our current instance gets when the disable certificate verification checkbox is unchecked Error when trying to connect (cURL error 60: SSL certificate problem: unable to get local issuer certificate.

Nothing shows up in the logs section of the nextcloud and onlyoffice cloudron apps that appears to be collrelated, is there other log locations I can check to try and see additional logs that might be generated when we try to save the setting and get the error Error when trying to connect (Error occurred in the document service: Error while downloading the document file to be converted.) (version 7.3.3.49)?

[nebulon]

ahm the external reachability might be the issue. Both the browser (basically nextcloud UI) as well as the Nextcloud backend have to be able to reach the office app by domain. Depending on your router this may or may not work then if things are not publicly reachable.