Document Server Issue After Update: Unable to Open Documents

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Document Server version: 6.2 (Updated, but incorrectly shows as 4.1.5.1 in Control Panel)

Type of installation of the Document Server: EXE (Followed the installation guide: Updating ONLYOFFICE Docs for Windows to the latest version - ONLYOFFICE)

OS: Windows Server

Browser version: Chrome (Latest), Edge (Latest)

Additional information:

Our team has been using the community version of OnlyOffice Document Server without issues for several years. Recently, our server experienced downtime due to a problem with our service provider (Contabo). After the server was restored, we were unable to open any documents on the Document Server.

In an attempt to fix the issue, I updated the Document Server from version 6.2 following the instructions provided in the installation guide. However, the problem persisted. We can access and download files, but opening them is not possible. Additionally, after the update, the Control Panel shows the Document Server version as 4.1.5.1, which seems incorrect.

I also attempted to update the Community Server (from version 11.1.917 to 12.6.1258), but encountered a connection error with Elasticsearch on port 9200, despite the port being open through the firewall.

We haven’t made any changes to the configuration files or proxy settings. I have searched through the documentation, forums, and other resources, but have not found a solution.

Errors in the browser console:

I would greatly appreciate any guidance or suggestions on resolving this issue.

Thank you in advance for your support.

2

I found that the error was caused by Postgresql’s Locale settings. The locale information defined as Turkey.1254 was changed to Türkiye.1254 due to the name change.

With Microsoft’s Locale Builder application, a locale with the old name can be defined and the problem can be solved.

3

Hello @koksal.basar
We are glad that the situation has been solved. However, the entire issue scenario isn’t clear to me. Could you please provide us with your steps in troubleshooting and resolving the situation? As far as I understand, you are using Workspace.

4

Hi Alexandre,

I appreciate your interest. But I can’t say that the problem is completely solved.

A) Current situation:
We can open some document files with a warning message. Some of them do not open. I am not sure but if the document is edited in OnlyOffice it opens but if it is uploaded it cannot be opened. The files that do not open also show an error message.

The first warning message that appears is:
“The document could not be saved. Please check the connection settings or contact your administrator. When you click ‘OK’, you will be asked to download the document.”

Only if this message appears, the file can be opened.

“After clicking ‘OK’, the file page (or menu) opens. When you click on the home page, the document will be ready to be edited.”

The desktop editor also works with the same symptoms. When I open the file that was open on the web in the desktop editor to try collaboration, the same message appears on the web as soon as the desktop editor shows the above message.

The error message that appears after the warning message when the file does not open is as follows:

“Download failed.
Press ‘OK’ to return to document list.”

There is no problem opening files other than office files. PDF or graphic files open without any problems.

The situation we are in is not ideal but we consider it acceptable.

B) Configuration
As you think, we cannot use Workspace. You can see the latest situation below.

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The working configuration was enough for us (Document Server 6.2) and we did not need to update. After experiencing the problem, we tried to do all the updates suggested by the control panel.

First, I tried to update Document Server to the latest version. However, I encountered the installation and version problem that is the subject of this ticket. After solving the Postgresql problem, I reinstalled it. (I still continue without connecting to RabbitMQ.)

(The problem in Postgresql was due to the locale definitions related to the language definition. This file/setting name was changed by Windows from Turkey.1254 to Türkiye.1254. This is due to the change of the country’s name to English.)

However, I could not update the Community Server. Because after installing the necessary files and starting the installation, a question like “Are you sure you want to exit the installation?” is encountered shortly and you do not have the chance to continue.

Then I tried to install Workspace but I could not proceed due to the above problem.

I did not see the need to do more in-depth research due to time constraints.

As I mentioned before, we continue with a solution that is not ideal but acceptable for now.