Do you want to: Report a bug
In some cases, when colleagues want to work together on documents, they receive the error message “could not onlyoffice document editor” when trying to open a file (see attachment). They can then no longer edit or open the file, but only download it. We use the “Community Edition” of the product (limited to 20). Could the reason be that too many people want to access a document at the same time?
Document Server version: 8.2.1.38 (see Attachment)
Type of installation of the Document Server: Linux Debian 12.4 Server - installed according to official OnlyOffice documentation
Browser version: Edge - Version is unknown
Hello @ValerieReinhard
Please also specify versions of Humhub, the connector app for it and installation type of Document Server (Docker or DEB package).
In general, does it happen only several people attempt opening the same document? If it is Document Server related problem, we’d need to check out logs. Logs are located in /var/log/onlyoffice/documentserver directory (for Docker it is located inside the container with Document Server itself).
Hello @Constantine,
the OnlyOffice Document Server was installed using Docker. Unfortuantely I’m unable to attatch the logs. When I try to upload a file, I receive a error message saying “Sorry, new users can not upload attatchments”.
Our installation uses HumHub version 1.17.2 and version 3.20.0 of the “OnlyOffice connector for HumHub”. In both cases, these are the latest versions.
Yes, this particular problem only occurs when several people try to open a document.
Thanks in advance.
You can upload archive with logs to any cloud storage and share a link to it.
Ok, I wasn’t sure if you access external links. You can find the Link below. We the data in two different data formats.
Thanks!
Engagement-GlobalCloud-Link to logs
Thank you for the logs. As I can see, there are some statuses 500 were prompted. This status is returned by HumHub. Do you use proxy in your environment?
Humhub has confirmed to me that no proxy is used. We as an organization use proxy when accessing the internet. However, the issue is not just with people accessing files from our network, but also external access.
A colleague has just informed me that the problem occurred again today. Three people tried to access the file. It worked for two people and then stopped working for the third.
What is external access in this case? Public sharing of a file to anonymous/unregistered users? Was that third user, who experienced the issue, an anonymous user?
