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Documents are being replaced by an error document in redmine

Hello,
we are running OnlyOffice Document Server together with redmine and its OnlyOffice Integration Plugin. I am wondering if there is a bug or I am having a configuration problem.

Our problem is, that in some cases, the documents are being replaced by an error document. For example: We attach a word document or an excel file to a ticket in redmine. When we then edit this document with OnlyOffice, the document seems to be saved as usual. If we try to reopen the document with OnlyOffice, the document is sometimes replaced by the following error file:

400 Bad Request
The plain HTTP request was sent to HTTPS port
nginx

My problem is, that this happens not to all documents and not at every time. Yet there seems to be an internal communcation malfunction that results in the replacement of our office document by the error document.

The server is an Ubuntu 20, the installtion was done according to Installing ONLYOFFICE Docs for Debian, Ubuntu, and derivatives - ONLYOFFICE. Since redmine is running on the same machine, the nginx-Port for OnlyOffice is 8081, for ssl 8443 (according to Switching ONLYOFFICE Docs to HTTPS protocol - ONLYOFFICE)

I am not sure, but it seems, that the error appeared after the update to OnlyOffice 7.2. It also seems to me, that the replacement of the document takes place about 3 to 5 seconds after the editor tab of OnlyOffice was closed.

Any suggestions are appreciated. Unfortuantely, there seem to be no relevant entries in the log files. Perhaps it is possible to increase the log level of the different components?

Thanks
Roland

Hello @rdkamm

it seems, that the error appeared after the update to OnlyOffice 7.2.

Do you mean v.7.2.0 or v.7.2.1? First of all, please update your Document server to v.7.2.1, if you haven’t done it.
Please reproduce the issue and make screenshots\video file. After that please provide us with whole Document server logs folder. It’s located here: /var/log/onlyoffice/documentserver/

Also let is know Redmine and connector app versions.

Dear Alexandre,
thank you for your reply.
The versions we are using: OnlyOffice v7.2.1, redmine 4.2.7, Redmine ONLYOFFICE integration plugin v1.1.0.

Attached are some screenshots to demonstrate the error. To begin with, I have a ticket in redmine where I have a document attached (2022_Test.docx). Then I edit the document with OnlyOffice (screenshot 2), close the browser tab, return to the ticket in redmine, wait for about 5-6 seconds a do a page reload (screenshot 3). You can see, that the size of the document is now 248 bytes. The contents of the file is shown in screenshot 4.

All logs in /var/log/onlyoffice/documentserver remain empty during this. However, I have sometimes this error in the converter out.log:

[2022-10-27T16:25:44.194] [ERROR] [localhost] [2205_2022_10_27_14_24_18_UTC] [5] nodeJS - error downloadFile:url=https://rm.sz.fau.de/onlyoffice/download/2205?key=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJhdHRhY2htZW50X2lkIjoyMjA1LCJ0eXBlIjoiZG93bmxvYWQiLCJ1c2VyaWQiOjV9.Hn7YAoBde7SkC1kW_SkV99OwDa7iwuc4rN9AzmnAEFo;attempt=3;code:undefined;connect:undefined Error: Error response: statusCode:500; headers:{“date”:“Thu, 27 Oct 2022 14:25:44 GMT”,“server”:“Apache/2.4.41 (Ubuntu)”,“x-request-id”:“afe994bd-fa5f-4b54-ae6e-e52f784ebebe”,“x-runtime”:“0.009890”,“x-powered-by”:“Phusion Passenger 5.0.30”,“content-length”:“648”,“status”:“500 Internal Server Error”,“connection”:“close”,“content-type”:“text/html; charset=utf-8”};
at Request.fResponse (/snapshot/server/build/server/Common/sources/utils.js)
at Request.emit (events.js:400:28)
at Request.onRequestResponse (/snapshot/server/build/server/Common/node_modules/request/request.js:1059:10)
at ClientRequest.emit (events.js:400:28)
at HTTPParser.parserOnIncomingClient (_http_client.js:647:27)
at HTTPParser.parserOnHeadersComplete (_http_common.js:127:17)
at TLSSocket.socketOnData (_http_client.js:515:22)
at TLSSocket.emit (events.js:400:28)
at addChunk (internal/streams/readable.js:293:12)
at readableAddChunk (internal/streams/readable.js:267:9)
at TLSSocket.Readable.push (internal/streams/readable.js:206:10)
at TLSWrap.onStreamRead (internal/stream_base_commons.js:188:23)

Edit: I am only allowed on attachment :frowning:

Thanks,
Roland

Thank you for provided data.
I have deployed Redmine with the same components (Document server, connector app) on test server, but I didn’t face the same behavior.
As far as I understand, the issue is related to all files, but it doesn’t reproduce regularly.

Would you mind providing us with additional information?

  1. Please try to reproduce the situation and send us whole Document server logs folder.
  2. Nginx logs.
  3. Nginx config file.
  4. Please go to connector app page and make screenshot of entire page.
  5. If it’s possible, please provide us with test account to your Redmine portal. We will check the situation on the spot.

You can contact me directly via PM to provide requested data.