Websocket Error when trying to edit Excel Spreadsheet V2

Docs
1

I have reopened the following issue, as it is not resolved yet:

We have ownCloud 10.15.0 running on a Ubuntu VM + a second VM running Ubuntu with a OnlyOffice Docs installation via Docker. We have updated OO to the latest version 8.3.2.19. The ownCloud Server is accessed via a proxy and in general everything is working fine.
Today users reported, that they cannot edit files together with external users, receiving the error message:

No access to this file possible. Click on “OK” to go to the document list.
Other users receive the warning message:
An error has occurred while working with the document.
Use the ‘Download as’ option to save the backup copy of the file on your computer’s hard disk.

We are using the environment for about 3 months without any issues. We have several users running macOS with Safari Browser.
After a while of research we figured out the following error message in the Browser Console:

WebSocket connection to ‘wss://office.domain.de/8.3.2-ed5409e7f5f05313c5ff805fa3c431e6/doc/2667646503/c/?shardkey=2667646503&EIO=4&transport=websocket’ failed: There was a bad response from the server.

In Firefox, Chrome and Edge it is working as expected.

Does anyone have an idea / suggestion?

Thanks a lot!

2

Hi,

today another user from the customer called me and told me, that the issue still exists, even in other web browsers.

3

Hello there,
wss://office.domain.de/8.3.2-ed5409e7f5f05313c5ff805fa3c431e6/doc/ does not look good to me. This should look like 8.3.2-XX/doc/ with XX being the build number. Something is generating a wrong string or it gets malformed when passing the proxy. You could post your proxy configuration here, just in case. Also check your build number. Should be visible in the logs of onlyoffice when you power up the service.

4

Hi, thanks for your answer. We had the proxy in mind but weren’t sure. The proxy is within the gateway (SecurePoint).
I will check it without proxy and give a feedback.

5

Hello,

I will check it without proxy and give a feedback.

This is good step. If it doesn’t help, please provide us with entire Document server logs folder once the issue is reproduced.