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?
Hello @ValerieReinhard
Do you have an update on this case?
Sorry for the late reply. I was waiting for a few tests from colleagues who have tested the access in different scenarios. Here are the results:
"test arrangement:
Colleague 1 in the office.
Colleague 2 in the office but via rds
Colleague 3 in home office via rds
Everyone tries to access:
Colleagues 1+ 2 can view and edit, colleague 3 cannot - no matter how many others have opened it. She can only download the document. The error message is: “could not only document editor”.
If colleague 1 also goes remotely, she can also open the document.
If colleague 2 also tries to open the document in the office outside of rds, it does not work.
Colleague 3 can also open the document outside of rds, just like a completely external person - both on the standard interface of a laptop of our organization and when she opens the community page from her private laptop. It also works from the web rds.
Conclusion: This time it actually only worked in the office, but not outside of rds. Note: However, colleagues believe that it has not worked from home in the past."
I hope that somehow helps to find a solution.
Thank you for the reply. May I ask what RDS is in this description and how is it configured? Are both HumHub and Document Server located in local/private network or they are behind a proxy?
We use Remote Desktop Services (RDS) to access our systems when we are working from home to connect to the servers of our orgaization.
Hum Hub itself is not using proxy. Our organization however uses proxy to connect to the internet. I hope that helps.
This might be the root. Can you share more information about the type of proxy used? Also, do I understand correctly that using RDS does not produce the issue (either inside or outside the office), but using public network to connect to HumHub outside, i.e. without RDS, the office does indeed produce the issue?
Type of Proxy:
Legacy Proxy on SOPHOS UTM-Firewall. (Will be replaced on 20th of June 2025 with legacy proxy on SOPHOS XGS)
Proxyport: 8080
Auth: Internal AD SSO
Yes, I think that is correct since my colleagues tried to access the document inside and outside of the office (with and without rds).
If the issue with could not only document editor only appears while outside of RDS, then there is certainly a misconfiguration in proxy service. It is possible that Document Server address cannot be accessed from outside due to some restrictions.
Possible browser console would show any messages related to this restriction. Please try following steps to get any new information:
- Open a page with file manager;
- Open browser console with F12;
- Click on any file to open it;
- Check Console tab of browser console for any errors and share a screenshot of those.
Important to perform this test from outside of RDS. If the screenshot contains any sensitive information, please blur it or share a screenshot via PM.
