Document Service is not available. Please contact support

Docs
1

Good day.
Please tell me what the problem might be.
I have two servers.
Is installed on one server ONLYOFFICE Groups.
On another server there is ONLYOFFICE Docs.
Everything works great on the local network.
But when I publish ONLYOFFICE on the Internet, I cannot edit documents, this error appears

Document Service is not available. Please contact support.

Tell me what I’m doing wrong.

2

hi @SergeyPopov :slightly_smiling_face:

  1. How did you install both servers? Please provide a link to the instructions.
  2. Go to Settings → Integration → Document Service and send a screenshot of the settings from there.
  • ONLYOFFICE Docs version:
  • Type of installation (docker, deb/rpm, exe):
  • OS:
3

Hello,

I’ve got a workspace community server on Ubuntu. It worked before when I tried to open documents through the portal (community tab), but now, I’ve got this message : " Document Service is not available. Please contact support.". I don’t have Integration tab in Settings. I made updates for onlyoffice community components. I disabled JWT.

I don’t know what can I do after that ?
Perhaps have you got an idea ?

Thanks.

4

hi @Bob

Can I ask you to create a new topic?

  1. Please provide the operating system (OS) of the server where ONLYOFFICE Workspace is installed.
  2. Could you specify the type of installation used for ONLYOFFICE Workspace? (e.g., exe, docker, deb/rpm).
  3. Provide the version numbers of the ONLYOFFICE components installed, including Community Server, Document Server, and Control Panel.
  1. What was the reason for disabling JWT?
  2. Could you please explain the process you followed to disable it?

Show what is displayed in the console when opening the document:

  1. Open or create a new document and wait for the page to fully load.
  2. Open the browser console (F12) and reload the page while keeping the console open.
  3. Take screenshots of any error entries found in the Console and Network tabs.
5

@Nikolas

Hello,

ONLYOFFICE components:
Control panel : 3.5.0.516
Community Server : 12.5.2.1848
Document Server : 8.0.0.1
Type of installation (docker, deb/rpm, exe): Docker
OS: Ubuntu 22.04 LTS

What was the reason for disabling JWT?

I wanted to see if JWT enabled was the cause that the document can’t be edited.

Could you please explain the process you followed to disable it?

$ docker run -e JWT_ENABLED=false -i -t -d -p 443:443 --restart=always
-v /app/onlyoffice/DocumentServer/logs:/var/log/onlyoffice
-v /app/onlyoffice/DocumentServer/data:/var/www/onlyoffice/Data
-v /app/onlyoffice/DocumentServer/lib:/var/lib/onlyoffice
-v /app/onlyoffice/DocumentServer/db:/var/lib/postgresql onlyoffice/documentserver-ee

Open or create a new document and wait for the page to fully load.
Open the browser console (F12) and reload the page while keeping the console open.
Take screenshots of any error entries found in the Console and Network tabs.

Console:

This page is in almost standard mode. The layout may be affected. For standard mode, use “”.
GET
https://myserverIP/web-apps/apps/api/documents/api.js?ver=12.5.2.1848
[HTTP/2 404 Not Found 16ms]
Failed to load for element whose source is “https://myserverIP/ds-vpath/web-apps/apps/api/documents/api.js?ver=12.5.2.1848”.

Network:

State: 301 file: api.js?ver=12.5.2.1848
State: 404 file: api.js?ver=12.5.2.1848

Thanks.

Regards.

Bob.

6

@Bob
-Did you update or change any settings before the error occurred?
-Could you clarify which instructions you followed to install ONLYOFFICE Workspace?
-Are all components located on a single machine?

documentserver-ee? :eyes:

7

Hello,

documentserver-ee seems to be Enterprise Edition. Is there a way to remove it from the docker ?

Thanks.

8

@Bob
Overall, there shouldn’t be any issues when using documentserver-ee, but it requires a license:)

To remove a container in Docker, you can use the command:

docker rm -f <CONTAINER_ID>
or
docker rm -f <CONTAINER_NAME>

-f : This is an option that forcefully removes the container, ignoring it’s current state (it works even if the container is running).

example:

docker rm -f 8fef9aaa14a5
or
docker rm -f onlyoffice-document-server