OnlyOffice does not load for specific user, "ONLYOFFICE cannot be reached. Please contact admin"

Connectors
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Do you want to: Ask a question / Bug report
OS version: Alma Linux 8.10
Document Server version: 8.1.0
Connector version: Nextcloud 9.4.0
Browser version: Firefox 130.0
Installation Type: OS Package

Hey all -

So, I have a user for whom I’ve just created an account, and she’s unable to use OnlyOffice to open, view, and edit office documents. It works JUST FINE for me, but she gets the following error whenever she tries to do the same: “ONLYOFFICE cannot be reached. Please contact admin.”

The only thing I can see is that I get an error in the Firefox console (and have tried with Google Chrome, as well) on multiple different computers (including ones that work just fine when I log into MY account), that says: Loading failed for the <script> with source "https://onlyoffice.example.com/web-apps/apps/api/documents/api.js"

Other, non-admin users are not available at the moment, so I will check with them shortly, but in the meantime I cannot understand why the script loads for me, but not for her.

EDIT: Never mind, I was able to login to a non-admin test user that we have. His OnlyOffice works fine. >:/

2

Hello,
Alright, glad the issue has been resolved, thank you for sharing. I’ll close this topic for now

5

Hello @Short-Stay ,
Sorry for misunderstanding, I can see that the issue still persists for that user.

  1. What is the Nextcloud version that you are using?
  2. Please let that user reproduce the problem and provide the logs afterwards:
    /var/log/onlyoffice/documentserver
  3. Also, please provide Nextcloud logs - Administration Settings → Logging
  4. Try saving the Connector’s settings and send us the screenshot in case there is an error (as well as the screenshot of the Connector settings)
6

May I send these via private message? They will contain some sensitive data (URLs, usernames, etc).

7

Yes, we will be waiting