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
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:
OS of the server where Document Server is installed.
Type of installation of Document Server (docker, deb/rpm, exe).
Version of Document Server. Version of Nextcloud and connector version.
How you performed Document server installation, point me to the link of the guide you used.
Are Document server and Nextcloud installed separately?
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:
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.
I’m facing the same issue, with the “internet connection has been restored and the file version has been changed” dialog. Makes it very annoying to use OnlyOffice on a train, for example.
Our installation is Seafile + OnlyOffice. Both latest versions as of today. Is there any way to improve the behavior? Probably in all cases so far, the state of the document before the reload and after the reload was the same. Is there a way OnlyOffice could check this, and just continue in edit mode if this is the case?
Hello @hydrandt
This is expected behavior.
Please let me provide you with details.
The “internet connection has been restored and the file version has been changed” pop-up message is related to editing session. This message usually appears if the client-server connection was lost and then got restored in standard time. As soon as the connection between the client and the server is “lost”, the reconnection function is activated.
This message needs to notify a used about the situation and possibility of data loss even if it didn’t happen.
About the reconnection feature in details. This feature is controlled in the following section of the default.json Document Server config:
"reconnection":{ "attempts": 50 "delay": "2s"
The main point that editor should reconnect a user to editing session. Sometimes it’s not possible without browser refresh. For example:
Scenario with only one user edits a file and runs to connection ‘lost’\reconnect events:
a) if the connection loss is momentary (up to 12 seconds), user doesn’t need to refresh a browser page. He\she will be reconnected to current session.
b) connection is lost for 12 seconds to 1 min 40 seconds - page refresh is needed, but user can download a file as well.
c) connection is lost more than 1 min 40 seconds - I believe this is worst case. Page refresh is needed, without this step a user can’t download a file.
About scenarios with a few users and the same file:
a) connection is lost up to 12 seconds - no actions are needed. A user will be available to get back to current editing session.
b) connection is lost mote than 12 seconds - page refresh is needed.
c) connection is lost up to 12 seconds and some changes have been made to a file by other user during this period - page refresh is necessary.
As you can see, you can be available to get back to editing session without additional actions if the period of disconnect is shortly.
About your questions to change default behavior, sorry we don’t have such plans at the moment.
Hi, one of my users faced this issue and yes, on a train
My question is can I catch this error via API and suppress this message, and just reload the document silently when the connection is back?
Hello @alexeyvolkov
Unfortunately, we don’t have API methods for suppressing pop-up error messages.
However, probably you can achieve some workaround solution in your research. It seems that you need to catch a browser event for the error, probably this one: ONLYOFFICE Api Documentation - Config
Please bear in mind that such events occur when a user already faced an error.
Perhaps, a plugin that responds to a certain event and refreshes the browser tab would be a solution to such a situation.
Unfortunately, we don’t have ready-to-go samples for your research. Sorry for the inconvenience.
