Hi everyone, first time posting here.
We’ve recently started installing OnlyOffice Desktop Editors on our clients’ PCs, and everything has been working well. However, on some PCs, we’re encountering a strange issue:
(Translated from Italian)
“Check your internet connection. You cannot edit the document because your internet connection is interrupted or limited. Check your connection and reopen the document to continue.”
This happens with every document, even local ones. Creating a new blank document also triggers the same error.
We are using the latest version 8.3.1.25 (downloaded from onlyoffice.com).
Are there any specific domains that OnlyOffice Desktop Editors need to access for proper functionality?
The strange part is that OnlyOffice works fine on most PCs within the same local network and firewall settings, making this issue even more strange.
Any insights would be greatly appreciated!
Thanks in advance,
Giacomo
Hello @Giacomo
Sorry for the late reply. The described situation looks strange. Could you please enable debug mode and reproduce the issue? Running in debug mode on Windows | ONLYOFFICE
We need to take a look at Console and Network tabs in the debug mode once the issue is reproduced.
Hi Alexandre,
just as of today, the same error showed up on at least ten computers at the same time.
We have not jet updated to the Desktop Editors v9.0 but the issue is exactly the same, and we’re running the latest 8.x version.
I’ve launched onlyoffice in debug mode as you said, and found nothing in the network tab apart from “ascdesktop://loaderror.html/?page=cloudfile&desktop=true” with status code 200 OK
I’ve also took a look at editors.exe with ProceXp64 to see which servers was onlyoffice connecting to and apart from “server-3-165-255-36.mxp53.r.cloudfront.net” which isn’t blocked, the app wasn’t connecting to the internet.
Reinstalling AND removing ProgramData\ONLYOFFICE and %LocalAppdata%\ONLYOFFICE solves the issue.
We’re running Windows 11 24H2.
Let me know if you need anything else.
Hello @Giacomo
Did these steps fully resolve the issue?
Do you have a proxy server or firewall in front of the affected PCs? Also, are the files being opened stored locally or in the cloud?
Either way, please update the app to the latest version (v9.0) and let us know if the issue still occurs.
