ONLYOFFICE Docs v6.4 with conditional formatting, new scaling options, and WOPI protocol support
ONLYOFFICE Docs v6.4 released

Errors when co-editing online (via Nextcloud): Cannot open files / Internet connection restored

We use Only Office in combination with Nextcloud to edit documents online. Recently, two problems have been occurring when documents are opened in the browser and are edited in the Only Office editor:

Firstly, some members of our team have the problem that some documents cannot be opened. The following error message appears: “An error occurred while opening the file”.

On the other hand, there is the error message “The internet connection has been restored and the file version has been changed.”

This always occurs when a document has been opened online in Nextcloud via Only Office, but you have not edited it for a while or the device was in standby mode. After refreshing the page, the message no longer appears and everything works again.

Unfortunately, even after intensive internet research, we were not able to find out how to solve these two problems.

Do they also occur with others, and are you aware of any possible solutions?

Many thanks in advance for your help!

Kind regards
Kim

OS: Mac & Windows
Browser version: Firefox, Safari, Google Chrome

Hello Kim.

Your description looks like an error with mutual accessibility between Document server and Nextcloud. But we need more details to check it out.

Please provide us with information about your installation:

  1. OS of the server where Document Server is installed.

  2. Type of installation of Document Server (docker, deb/rpm, exe).

  3. Version of Document Server. Version of Nextcloud and connector version.

  4. How you performed Document server installation, point me to the link of the guide you used.

  5. Are Document server and Nextcloud installed separately?

  6. Please try to reproduce the first issue and provide us with whole Document server logs folder (you can use external storage and post a link to download logs). They are located here:

docker /app/onlyoffice/DocumentServer/logs/documentserver/

deb\rpm /var/log/onlyoffice/documentserver/

Windows Program Files (x86)\Ascensio System SIA\DocumentServer\Log

Recently, two problems have been occurring when documents are opened in the browser and are edited in the Only Office editor

Please clarify when the issues arose? What actions on the server side preceded?

some members of our team have the problem that some documents cannot be opened

Does the issue always arise with specific documents\specific users?

As for the second issue (“The internet connection has been restored and the file version has been changed.”) , it looks like disconnection between the client and the Document server. Probably you have some issues in your network. This message just means that connection is restored.