Opening new doc failed in ds-example

Docs
1

Hello,
i’m setting up an onlyoffice comunity edition instance and i’m experiencing some strange issues:
I can got to the “homepage” then click on “Go to test example”. No trouble. But, i can’t create a new doc. For instance, if i upload a docx, it is imported without trouble, but i can’t open it (but i can download it). When i click on it, a new window is opened with the several toolbars and after a long time with “Loading document”, the process stop and the message: “The document could not b saved…” appear and then the following message:

oo_msgErrWeb
oo_msgErrWeb1157×539 72.3 KB

In the Network section of the page, there is no error.
When i search the logs, the only thing i found is in

/var/log/onlyoffice/documentserver/converter/out.log

oo_msgErrCli
oo_msgErrCli1906×99 28.3 KB

The setup is:
onlyoffice run in a debian vm: “Debian GNU/Linux 12 (bookworm)”
There is an nginx reverse proxy behind
redis is on a separate jail on the sam host (wich run FreeBSD 13.1)
I’m lost actually… :slight_smile:
Thanks for your help !
PS: I’m not sure i’ve posted the message in the right forum, sorry for that.

2

Hello @dervishe
Please point me to the guide which you used for Document server installation and let us know the exact Document Server version.

redis is on a separate jail on the sam host (wich run FreeBSD 13.1)

The open-source version of Document server (Community Edition) doesn’t have Redis service, so I’m not sure that I understand your installation right. Please describe your installation as detailed as possible.
Additionally please reproduce the situation (does the situation occur with other file formats such as .pptx.xlsx?), record a video file and provide us with whole Document server logs folder.
It’s located here:
docker: /app/onlyoffice/DocumentServer/logs/documentserver/
packages: /var/log/onlyoffice/documentserver/

So far, it seems that the situation is related to your proxy server.

3

Hello,
thanks for your reply :slight_smile: and sorry for my late answer
I used those docs for the installation:

I install this package:

Package: onlyoffice-documentserver
Version: 7.4.1-36
Priority: optional
Section: web
Maintainer: Ascensio System SIA <support@onlyoffice.com>
Installed-Size: 1392 MB
Depends: debconf (>= 0.5) | debconf-2.0, adduser, ca-certificates, coreutils, curl, libasound2, libcairo2, libcurl3 | libcurl4, libcurl3-gnutls, libgconf-2-4, libgtk-3-0, libstdc++6 (>= 4.8.4), libxml2, libxss1, libxtst6, logrotate, nginx-extras (>= 1.3.13), postgresql-client (>= 9.1) | mysql-client | mysql-community-client | mariadb-client, pwgen, ttf-mscorefonts-installer, xvfb, zlib1g
Download-Size: 499 MB
APT-Manual-Installed: yes
APT-Sources: https://download.onlyoffice.com/repo/debian squeeze/main amd64 Packages
Description: Online editors for text documents, spreadsheets, and presentations
 Document Server is an open-source office suite that includes
 collaborative online editors for text documents, spreadsheets,
 and presentations.

For the redis part, i just set the values in the /etc/onlyoffice/documentserver/default.json redis section.
My installation:
I have a FreeBSD 13.2 host. On this host, i have a jail in which nginx run as a reverse-proxy (https / …). I have also a vm manage by bhyve which run a debian bookworm.
On this vm, i have installed rabbitmq, postgresl and onlyoffice-documentserver.
I try with all 3 document types and it’s just the same result.
But the logs indicate:

[2023-08-31T11:29:50.456] [ERROR] [localhost] [myip__other_ip_new.docx1693388274388] [uid-1] nodeJS - error downloadFile:url=https://xxxx/example/download?fileName=new.docx&useraddress=myip__other_ip;attempt=3;code:ECONNREFUSED;connect:undefined Error: connect ECONNREFUSED server_external_ip:443
    at TCPConnectWrap.afterConnect [as oncomplete] (net.js:1159:16)

Thus i suspect a pf (freebsd firewall) rule issue…
I put the video you asked for as attachment

4

Hello,

For the redis part, i just set the values in the /etc/onlyoffice/documentserver/default.json redis section.

If it’s possible, please rollback default.json file to default state, because Document server Community Edition doesn’t use this service.

As for the situation in general. It seems that something interrupts Document server attempt to get a file from the storage example. Is it possible to disable your nginx proxy\freebsd firewall just for a test? With this step, we will grant free access to the Internet for Document server.

Additionally, I would prefer to take a look at whole Document server logs folder (not edited logs). If it’s possible, you can contact me via PM to provide the logs (fresh logs, when the situation is reproduced).

5

Hello,
thx for your time :slight_smile:

As for the situation in general. It seems that something interrupts Document server attempt to get a file from the storage example.

The strange thing is that i can download the file (even the uploaded ones) without any troubles…

Is it possible to disable your nginx proxy\freebsd firewall just for a test? With this step, we will grant free access to the Internet for Document server.

Unfortunately nop, because if i stop the fw, all the nat rules won’t apply, thus the service will be unavailable…
Anyway, i just messed up the vm, thus i will go to reproduce the steps i done initially with a fresh install and leave the redis config as it is in the default.

6

Ok, I’ll keep this thread open. Please let us know the result of your test with fresh installation.

7

Hello,
the trouble comes from my pf rules (with the reverse proxy).
Now it work :slight_smile: I didn’t found how to mark the post as solved.
Thanks for your time and support :slight_smile: