ONLYOFFICE cannot be reached. Please contact admin

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ONLYOFFICE cloud: Free
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Hi, I use Onlyoffice regularly from my Nextcloud every few days. I have Onlyoffice on a separate server. Every few days OnlyOffice server seems to stop responding. I notice when I open a doc or sheet and I see the “ONLYOFFICE cannot be reached…” warning box at the top right of the Nextcloud page.

The quick fix is to open a terminal window and ssh into the Onlyoffice server, then type “reboot” and after a couple of minutes I can open the openoffice docs normally from Nextcloud.

I would like to find what is causing this problem. What should I do in order to check if it is an Onlyoffice problem and what is it?

Thanks

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Hello @tatelev
Please wait until the issue is reproduced again. After that send us whole Document server logs folder. It’s located here:

docker: /app/onlyoffice/DocumentServer/logs/documentserver/
deb\rpm: /var/log/onlyoffice/documentserver/
Windows: Program Files\ONLYOFFICE\DocumentServer\log

Also provide us with general information about your installation:

  1. OS version
  2. Document server installation type (exe, docker, deb\rpm). Also point us to the guide which you used.
  3. Versions of Document server, connector app, Nextcloud.
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Hi, I decided to start fresh by recreating the server and reinstalling OnlyOffice. It worked well for about a week and now I had again this “ONLYOFFICE cannot be reached…” warning box at the top right of the Nextcloud page.

So I’ll get you the information you requested:

  1. OS Version: Ubuntu 20.04.4 LTS
  2. deb\rpm installation. Used this guide: Installing ONLYOFFICE Docs for Debian, Ubuntu, and derivatives - ONLYOFFICE
  3. onlyoffice-documentserver 7.0.1-37 , Onlyoffice Connector 7.3.0, Nextcloud 23.0.2

I downloaded the log folder from the Onlyoffice Document Server that you mentioned. What email do I send it to? Thanks!

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Please contact me via PM and provide us with logs.

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Hi Alexandre,

I have the same problem can you help?

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Hello @mamed
Please wait until issue is reproducible and open browser console (F12 in Google Chrome). Please check if there are any error entries in ‘Console’ and ‘Network’ tabs. Please make screenshots.

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Console
Console1911×608 269 KB

Network
Network1910×754 208 KB

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Is there any proxy\firewall? There’s an error in provided screenshot. Something is blocking api.js. Is the issue reproducible on other PC?

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There is no proxy or firewall. When this issue happens there are other users that connect from other computers(even one that connects from another country) that have same exact problem.
As soon as I reboot the onlyoffice server, the issue is always fixed, just refreshing the browser screen does it

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Were Nextcloud and Document server available for each other at the moment of the issue? If it’s possible please run wget command when issue is reproducible. Go to Document server and run wget https://NC_address. And vice versa (from Nextcloud run wget https://DS_address). Please show me the result.
I assume that there will be errors and something blocks connections between servers periodically.

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ok, I will do that next time from the document server terminal. However my Nextcloud is hosted on shared cloud server, I don’t think I have ssh access to it to run the wget command from the Nextcloud server

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Ok, please keep us updated.
“my Nextcloud is hosted on shared cloud server” > Have you been contacting this cloud server support team to check out if there’s any issues on their side at the time of the issue?

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Hi Tatelev, did you manage to fix this problem. I’m having the same exact issue and almost every morning I need to reboot my document server (onlyoffice).
I also had a Cronjob to reboot the server at midnight everyday but this corrupted some cached open sessions… so not ideal…

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No, not fixed, I still have this problem.

Plus I couldn’t really understand what the Onlyoffice support @Alexandre was requesting from me:

“… run wget command when issue is reproducible. Go to Document server and run wget https://NC_address . And vice versa (from Nextcloud run wget https://DS_address ). Please show me the result”

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I think he was asking you to test the connectivity between the Nextcloud and the onlyoffice machines… but from what I know it is not a simple connectivity issue. It seams that the NGINX service is dying and it can not meet the connection request from the Nextcloud machine. I intend to put cronjob to restart only the NGINX service instead of the whole machine and see how this goes for a week.

This idea of mine came from here:

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Hello @Krasy_matev and @tatelev
@Krasy_matev if you faced similar error entries as in mentioned thread than described solution ( unlink /etc/nginx/modules-enabled/50-mod-http-perl.conf) should work.
@tatelev Yes, we need to check out mutual availability between servers when the issue is arising. as far as I remember we have contacted with you via PM.

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@Alexandre

Screenshot 2022-07-27 at 20.35.08
Screenshot 2022-07-27 at 20.35.081428×1079 173 KB

Looks like my Nginx is struggling…

Can I send you the /var/log/onlyoffice/documentserver/ folder (zipped) so you could have a look?

The Nginx error log has a lot of these:
2022/07/27 12:27:50 [crit] 865#865: *171 SSL_write() failed while sending response to client, client: 192.168.4.227, server: , request: “GET /7.1.1-23/sdkjs/common/Images/fonts_thumbnail.png.bin HTTP/1.1”, host: “OO-FQDN”, referrer: “https://OO-FQDN/7.1.1-23/web-apps/apps/spreadsheeteditor/main/index_loader.html?_dc=7.1.1-23&lang=bg&customer=ONLYOFFICE&frameEditorId=iframeEditor&compact=true&parentOrigin=https://NC-FQDN&uitheme=theme-classic-light”

Note:
In the log above I’ve replaced my Onlyoffice FQDN with OO-FQDN and NextCloud FQDN with NC-FQDN

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Sure, I increased your forum trust level, so you can contact me via PM. Also please check Nginx status when the issue occurs > make a screenshot of the output result.