Intermitent Download Problems

Alvaro · 21 March 2023 15:26

Do you want to: Ask a how-to question
Document Server version: 7.3.3.49
Connector version: 7.8.0
DMS (platform) version:
OS: Linux (Docker)
Browser version: Brave 1.48.171

Hello,

today I installed OnlyOffice on a Linux box using the Docker image and connected it to another server running Nextcloud 25.0.4. So far, so good.

The problem I have is that I get an error about OnlyOffice either not being able to download the files or not being able to save them. The curious thing is that when I try it 3-4 times, it ends up working fine, so it is an intermitent problem.

Does anyone know what could be wrong? Both servers are connected using a fast network and there is no typical timeout of several seconds…

Her is the log when the error occurs.

==> /var/log/onlyoffice/documentserver/docservice/out.log <==
[2023-03-21T15:12:46.477] [ERROR] [localhost] [1255572046] [ock72mu8n0oz_alvaroxxx@xxxxx] nodeJS - postData error: url = https://xxxx.xxx.xxx/index.php/apps/onlyoffice/track?doc=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJ1c2VySWQiOiJhbHZhcm8uYWd1aWxlcmFAdHUtZHJlc2Rlbi5kZSIsIm93bmVySWQiOiJhZG1pbiIsImZpbGVJZCI6MjMxOTA3MiwiZmlsZVBhdGgiOiJcLzEwMTAzXC9kb2N1bWVudHNcL01HS1wvRXZhX1dvcmtzaG9wc18yMDIwLmRvY3giLCJzaGFyZVRva2VuIjpudWxsLCJhY3Rpb24iOiJ0cmFjayJ9.cpU3EAzXLNtXHzbS5wf6x2ZN-eEvCj4xXUdEBk4nd-I;data = {"key":"1255572046","status":1,"users":["ock72mu8n0oz_alvaroxxx@xxxx"],"actions":[{"type":1,"userid":"ock72mu8n0oz_alvaroxxxx@xxxx"}],"token":"eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJrZXkiOiIxMjU1NTcyMDQ2Iiwic3RhdHVzIjoxLCJ1c2VycyI6WyJvY2s3Mm11OG4wb3pfYWx2YXJvLmFndWlsZXJhQHR1LWRyZXNkZW4uZGUiXSwiYWN0aW9ucyI6W3sidHlwZSI6MSwidXNlcmlkIjoib2NrNzJtdThuMG96X2FsdmFyby5hZ3VpbGVyYUB0dS1kcmVzZGVuLmRlIn1dLCJpYXQiOjE2Nzk0MTE1NjYsImV4cCI6MTY3OTQxMTg2Nn0.4XNUJPDRp8ctVvYxLrKRvYT2rofPpaVzEuyYvJ8kgHs"} Error: Error response: statusCode:403; headers:{"date":"Tue, 21 Mar 2023 15:12:45 GMT","server":"Apache","strict-transport-security":"max-age=31536000; includeSubDomains","referrer-policy":"no-referrer","x-content-type-options":"nosniff","x-frame-options":"SAMEORIGIN","x-permitted-cross-domain-policies":"none","x-robots-tag":"none","x-xss-protection":"1; mode=block","x-powered-by":"PHP/8.1.17","set-cookie":["ock72mu8n0oz=7c0jdccummmf2nmfnfie1f4j82; path=/; secure; HttpOnly; SameSite=Lax","oc_sessionPassphrase=FTMXGA6s%2FjlxQTQS%2BkhjgR70tddS1EjoKZ0t2YaXmtHBez5Vv3tivvT4pTCwQqhaQEcRUEiI6%2BZzBAQ40v%2Bw9%2B27mobPCmBNgbGjUeI8kJG%2FOVn0yoHzrW5y8uWVs949; path=/; secure; HttpOnly; SameSite=Lax","ock72mu8n0oz=26p9on0aroh1vf3ufblj35fvtr; path=/; secure; HttpOnly; SameSite=Lax","ock72mu8n0oz=26p9on0aroh1vf3ufblj35fvtr; path=/; secure; HttpOnly; SameSite=Lax","__Host-nc_sameSiteCookielax=true; path=/; httponly;secure; expires=Fri, 31-Dec-2100 23:59:59 GMT; SameSite=lax","__Host-nc_sameSiteCookiestrict=true; path=/; httponly;secure; expires=Fri, 31-Dec-2100 23:59:59 GMT; SameSite=strict","ock72mu8n0oz=26p9on0aroh1vf3ufblj35fvtr; path=/; secure; HttpOnly; SameSite=Lax"],"expires":"Thu, 19 Nov 1981 08:52:00 GMT","cache-control":"no-cache, no-store, must-revalidate","pragma":"no-cache","content-security-policy":"default-src 'none';base-uri 'none';manifest-src 'self';frame-ancestors 'none'","x-request-id":"jpFVrlzJHTil5qaWDDiE","feature-policy":"autoplay 'none';camera 'none';fullscreen 'none';geolocation 'none';microphone 'none';payment 'none'","content-length":"27","keep-alive":"timeout=15, max=100","connection":"Keep-Alive","content-type":"application/json; charset=utf-8"}; body:
{"message":"Access denied"}
    at Request._callback (/snapshot/server/build/server/Common/sources/utils.js)
    at Request.callback (/snapshot/server/build/server/Common/node_modules/request/request.js:185:22)
    at Request.emit (events.js:400:28)
    at Request.<anonymous> (/snapshot/server/build/server/Common/node_modules/request/request.js:1154:10)
    at Request.emit (events.js:400:28)
    at IncomingMessage.<anonymous> (/snapshot/server/build/server/Common/node_modules/request/request.js:1076:12)
    at Object.onceWrapper (events.js:519:28)
    at IncomingMessage.emit (events.js:412:35)
    at endReadableNT (internal/streams/readable.js:1333:12)
    at processTicksAndRejections (internal/process/task_queues.js:82:21)

==> /var/log/onlyoffice/documentserver/converter/out.log <==
[2023-03-21T15:12:46.519] [ERROR] [localhost] [1255572046] [ock72mu8n0oz_alvaroxxxx@xxxx] nodeJS - error downloadFile:url=https://xxxxx/index.php/apps/onlyoffice/download?doc=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJhY3Rpb24iOiJkb3dubG9hZCIsImZpbGVJZCI6MjMxOTA3MiwidXNlcklkIjoiYWx2YXJvLmFndWlsZXJhQHR1LWRyZXNkZW4uZGUifQ.fCE-pmkItiJbisTFCf-yzLCuFUS5Nz36UEvTWFpQosk;attempt=1;code:undefined;connect:undefined Error: Error response: statusCode:403; headers:{"date":"Tue, 21 Mar 2023 15:12:45 GMT","server":"Apache","strict-transport-security":"max-age=31536000; includeSubDomains","referrer-policy":"no-referrer","x-content-type-options":"nosniff","x-frame-options":"SAMEORIGIN","x-permitted-cross-domain-policies":"none","x-robots-tag":"none","x-xss-protection":"1; mode=block","x-powered-by":"PHP/8.1.17","set-cookie":["ock72mu8n0oz=0qh8i0v4ngofeanjbpfndaa9v5; path=/; secure; HttpOnly; SameSite=Lax","oc_sessionPassphrase=HkaP0V0FVH0YajGRXkVmbZ7DOhfHxEtAoN7OJxGP%2FZTGJix9%2BqyyzGzS5gPWREYuybSaqzFMF5ovCkO1Fe85Hhzb3Yh28Gmy5Z0zncnJnEtAxNkCHlGzOEq7Vej0lm%2BW; path=/; secure; HttpOnly; SameSite=Lax","ock72mu8n0oz=01tj5bi4ku2eo96ldi47tk8jeb; path=/; secure; HttpOnly; SameSite=Lax","ock72mu8n0oz=01tj5bi4ku2eo96ldi47tk8jeb; path=/; secure; HttpOnly; SameSite=Lax","__Host-nc_sameSiteCookielax=true; path=/; httponly;secure; expires=Fri, 31-Dec-2100 23:59:59 GMT; SameSite=lax","__Host-nc_sameSiteCookiestrict=true; path=/; httponly;secure; expires=Fri, 31-Dec-2100 23:59:59 GMT; SameSite=strict","ock72mu8n0oz=01tj5bi4ku2eo96ldi47tk8jeb; path=/; secure; HttpOnly; SameSite=Lax"],"expires":"Thu, 19 Nov 1981 08:52:00 GMT","cache-control":"no-cache, no-store, must-revalidate","pragma":"no-cache","content-security-policy":"default-src 'none';base-uri 'none';manifest-src 'self';frame-ancestors 'none'","x-request-id":"oxHBMNAwWQoIPCf9l6JK","feature-policy":"autoplay 'none';camera 'none';fullscreen 'none';geolocation 'none';microphone 'none';payment 'none'","content-length":"27","keep-alive":"timeout=15, max=100","connection":"Keep-Alive","content-type":"application/json; charset=utf-8"};
    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)
[2023-03-21T15:12:47.546] [ERROR] [localhost] [1255572046] [ock72mu8n0oz_alvaroxxxx@xxxxx] nodeJS - error downloadFile:url=https://xxxxxx/index.php/apps/onlyoffice/download?doc=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJhY3Rpb24iOiJkb3dubG9hZCIsImZpbGVJZCI6MjMxOTA3MiwidXNlcklkIjoiYWx2YXJvLmFndWlsZXJhQHR1LWRyZXNkZW4uZGUifQ.fCE-pmkItiJbisTFCf-yzLCuFUS5Nz36UEvTWFpQosk;attempt=2;code:undefined;connect:undefined Error: Error response: statusCode:403; headers:{"date":"Tue, 21 Mar 2023 15:12:46 GMT","server":"Apache","strict-transport-security":"max-age=31536000; includeSubDomains","referrer-policy":"no-referrer","x-content-type-options":"nosniff","x-frame-options":"SAMEORIGIN","x-permitted-cross-domain-policies":"none","x-robots-tag":"none","x-xss-protection":"1; mode=block","x-powered-by":"PHP/8.1.17","set-cookie":["ock72mu8n0oz=aqbu9dgdd24aa87ss799tcfr5t; path=/; secure; HttpOnly; SameSite=Lax","oc_sessionPassphrase=bF9cWFttfOV19svK3CIc9C6G5Eaz95p7xW5He09j2OIkc99Vx69eTOFUv0nyVMU45OCj9NS504p8N5Ioq9MA4upGPjlOaLm2GJ%2F0i0kcfmYQhPqSjmcLCaqSNDsF3kl3; path=/; secure; HttpOnly; SameSite=Lax","ock72mu8n0oz=d31hr6ouu1m6nalsrs7cpu8fdl; path=/; secure; HttpOnly; SameSite=Lax","ock72mu8n0oz=d31hr6ouu1m6nalsrs7cpu8fdl; path=/; secure; HttpOnly; SameSite=Lax","__Host-nc_sameSiteCookielax=true; path=/; httponly;secure; expires=Fri, 31-Dec-2100 23:59:59 GMT; SameSite=lax","__Host-nc_sameSiteCookiestrict=true; path=/; httponly;secure; expires=Fri, 31-Dec-2100 23:59:59 GMT; SameSite=strict","ock72mu8n0oz=d31hr6ouu1m6nalsrs7cpu8fdl; path=/; secure; HttpOnly; SameSite=Lax"],"expires":"Thu, 19 Nov 1981 08:52:00 GMT","cache-control":"no-cache, no-store, must-revalidate","pragma":"no-cache","content-security-policy":"default-src 'none';base-uri 'none';manifest-src 'self';frame-ancestors 'none'","x-request-id":"VOnx9BInu0peJmq6UBp5","feature-policy":"autoplay 'none';camera 'none';fullscreen 'none';geolocation 'none';microphone 'none';payment 'none'","content-length":"27","keep-alive":"timeout=15, max=100","connection":"Keep-Alive","content-type":"application/json; charset=utf-8"};
    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)
[2023-03-21T15:12:48.572] [ERROR] [localhost] [1255572046] [ock72mu8n0oz_alvaroxxxx@xxxxx] nodeJS - error downloadFile:url=https://xxxxx/index.php/apps/onlyoffice/download?doc=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJhY3Rpb24iOiJkb3dubG9hZCIsImZpbGVJZCI6MjMxOTA3MiwidXNlcklkIjoiYWx2YXJvLmFndWlsZXJhQHR1LWRyZXNkZW4uZGUifQ.fCE-pmkItiJbisTFCf-yzLCuFUS5Nz36UEvTWFpQosk;attempt=3;code:undefined;connect:undefined Error: Error response: statusCode:403; headers:{"date":"Tue, 21 Mar 2023 15:12:47 GMT","server":"Apache","strict-transport-security":"max-age=31536000; includeSubDomains","referrer-policy":"no-referrer","x-content-type-options":"nosniff","x-frame-options":"SAMEORIGIN","x-permitted-cross-domain-policies":"none","x-robots-tag":"none","x-xss-protection":"1; mode=block","x-powered-by":"PHP/8.1.17","set-cookie":["ock72mu8n0oz=mfaf6g3udun8oq48idtmhf4p8q; path=/; secure; HttpOnly; SameSite=Lax","oc_sessionPassphrase=TwWK9H3bMsD287NJQpN%2Bs325wEEBwncB8NblFcyOkH3gIn7n7YZrGCximlmbkkAH%2FoqJi605jc1ZcCYes7r9jgQekyoz3vvLoVeAexrMA5nxzhJ79k1tY5dTv67HUTSN; path=/; secure; HttpOnly; SameSite=Lax","ock72mu8n0oz=do926se53j26s1fo5qjeos78o2; path=/; secure; HttpOnly; SameSite=Lax","ock72mu8n0oz=do926se53j26s1fo5qjeos78o2; path=/; secure; HttpOnly; SameSite=Lax","__Host-nc_sameSiteCookielax=true; path=/; httponly;secure; expires=Fri, 31-Dec-2100 23:59:59 GMT; SameSite=lax","__Host-nc_sameSiteCookiestrict=true; path=/; httponly;secure; expires=Fri, 31-Dec-2100 23:59:59 GMT; SameSite=strict","ock72mu8n0oz=do926se53j26s1fo5qjeos78o2; path=/; secure; HttpOnly; SameSite=Lax"],"expires":"Thu, 19 Nov 1981 08:52:00 GMT","cache-control":"no-cache, no-store, must-revalidate","pragma":"no-cache","content-security-policy":"default-src 'none';base-uri 'none';manifest-src 'self';frame-ancestors 'none'","x-request-id":"au7KmokyebJT0XwqpvBq","feature-policy":"autoplay 'none';camera 'none';fullscreen 'none';geolocation 'none';microphone 'none';payment 'none'","content-length":"27","keep-alive":"timeout=15, max=100","connection":"Keep-Alive","content-type":"application/json; charset=utf-8"};
    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)

Constantine · 22 March 2023 09:30

Hello @Alvaro

The issue may be related to the difference in time between your servers.
Could you please check if the time on both servers is synchronized?
For example, you can sync the time on both machines with the same NTP server to make sure that it is correct.

In addition, please check Nextcloud logs once the issue is reproduced again and share the error entries with us.

Alvaro · 22 March 2023 10:30

Thank you a lot for the hint! There was a 1 second diference in the time of the servers and that seems to have been the source of the problem. Now it’s working.

Constantine · 22 March 2023 10:32

Glad to hear that the issue is solved.
Please let us know if you face any other issues in this regard.