Error while downloading the document file to be converted.) (version (Owncloud)

Installation method:
Owncloud: Docker (Version: 10.13.1)
Document Server: Docker (Version:
Owncloud Document Server App Version: 8.2.1

Owncloud Dashboard Settings:

I’ve looked at a lot of other issues posted on here and none seemed to solve the issue. The issue only begun when updating Owncloud Document Server App from v7.8.1 to v8.2.1. Would this be an issue with the Owncloud app? I have uninstalled the Owncloud app using the web interface, should I try wiping the directory as well then reinstalling?

Thank you for your time.

Owncloud App JWT.php:

Owncloud config.php:

Document Server local.json:

Owncloud occ onlyoffice check:

Owncloud Log:

Document Server Log:

Document Server to Owncloud wget check:

Owncloud to Document Server wget check:

Hello @kennysupp

Is your environment located in local network? If it is not, you can try closing Advanced server settings and connecting again. Let us know if it makes any difference.

By the way, do you use any proxy service?

Hey Constantine,
Thanks for the reply.
Yes my environment is local and both Owncloud and the Document Server can communicate on the local network and via their domain names. I’ve been running them both for over a year without issue and only had this error appear just recently after updating the Owncloud app.

Tried after closing the advanced server settings and got the same error.

Yes my services are behind Traefik as their reverse proxy, which runs on a separate system.


Please trey executing next command and connecting again:

bash /usr/bin/

If the issue remains, please share all logs of Document Server afterwards.

Hey Constantine,
Sorry for late reply.
I ran

This is the dump of the logs from the document server:

==> /var/log/onlyoffice/documentserver/converter/out.log <==
[2023-09-27T09:15:22.330] [WARN] [localhost] [docId] [userId] nodeJS - update cluster with 1 workers
[2023-09-27T09:15:22.341] [WARN] [localhost] [docId] [userId] nodeJS - worker 7333 started.
[2023-09-27T09:15:22.344] [WARN] [localhost] [docId] [userId] nodeJS - update cluster with 1 workers
[2023-09-27T09:15:38.470] [ERROR] [localhost] [conv_check_470244802_docx] [userId] nodeJS - error downloadFile:url=;attempt=1;code:undefined;connect:undefined Error: Error response: statusCode:403; headers:{"cache-control":"no-cache, no-store, must-revalidate","content-length":"27","content-security-policy":"frame-ancestors https// https// https// https// https//","content-type":"application/json; charset=utf-8","date":"Wed, 27 Sep 2023 09:15:26 GMT","expires":"Thu, 19 Nov 1981 08:52:00 GMT","pragma":"no-cache","referrer-policy":"strict-origin-when-cross-origin","server":"Apache","set-cookie":["oclhfffyi5d5=cr008m64sng8snmug7uqmdttdd; path=/; secure; HttpOnly; SameSite=Strict","oc_sessionPassphrase=OEjPgCy4c7e%2B8arsH13llEclBNxIjr%2Bo6vqWJoRdYiw6DRxGdEPeOSe5VmqRbh%2B3fq67kkAWQseQVUZlTVnLvIKwTo6qTjsCeGViDbzZ1kzpD3eY%2F6H9OrrXHmZN6LTL; expires=Wed, 27-Sep-2023 09:35:26 GMT; Max-Age=1200; path=/; secure; HttpOnly; SameSite=Strict"],"strict-transport-security":"max-age=31536000; includeSubDomains; preload","vary":"Accept-Encoding","x-content-type-options":"nosniff","x-download-options":"noopen","x-frame-options":"SAMEORIGIN","x-permitted-cross-domain-policies":"none","x-robots-tag":"none","x-xss-protection":"1; mode=block"};
    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)

I removed part of the message to make it more readable. Please do not post logs in such format, you can archive logs and share them that way.

Can you make a screenshot of the connector app page with the settings?

Hey Constantine,
My apologies. Here is the screenshot:

Please try using value of jwt_secret string of this pic in Secret key field of the connector app to connect again.

Please share local.json of Document Server. Additionally, please archive all logs and share them too.

I have noted that Document Server address has changed compared to the previous screenshots, it that so?

Thank you so very much for your help and support Constantine. I have resolved the issue. The time on the two servers where out of sync which caused the problems, only surprising thing is that only the document server to owncloud communication was affected by the time difference as there are multiple other services that are run on these machines which continued unaffected.

Thank you again for your help and sorry for taking up your time for such a simple error.

1 Like

Hello. veresion of softwares the same and those work under UCS in docker. I’ve done all those, but actually nothing help. Even when I test OnlyOffice after this"sudo docker exec 7acadaa3eb15 sudo supervisorctl start ds:example" I’m able to open that test page and can make/upload some document, but when I open that, page is blank.
BTW with OnlyOffice 7.5 it’s same. I would like to upload screenshots, but it’s not allowed for me. Help me fix this problem please.