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ONLYOFFICE cannot be reached. Please contact admin #2894

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chf0x opened this issue Sep 18, 2024 · 4 comments
Open
1 task done

ONLYOFFICE cannot be reached. Please contact admin #2894

chf0x opened this issue Sep 18, 2024 · 4 comments
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question Issues that look for answers

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@chf0x
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chf0x commented Sep 18, 2024

This issue is unique.

  • I have used the search tool and did not find an issue describing my bug.

Operating System of DocumentServer

Docker

Version information

8.1.3.4

Expected Behavior

I've set up Nextcloud and OnlyOffice, both using Docker, with Traefik as a reverse proxy. This setup has been running smoothly for a few years without any issues

Actual Behavior

After a recent update, something seems to be broken. When I try to open a file with ONLYOFFICE, I get the error message: "ONLYOFFICE cannot be reached. Please contact the admin." I didn't make any changes to my setup, only updated the containers.

image

Interestingly, in the settings, I can see that Nextcloud still detects the ONLYOFFICE instance. When I enter the settings and press "Save," it successfully detects the version.
image

Reproduction Steps

I'm not sure how to reproduce this issue. I simply updated the Docker containers, and now it's broken. Please let me know if I can provide any additional logs.

Additional information

I am using Nextcloud Hub 8 (29.0.6)
@chf0x
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chf0x commented Oct 10, 2024

Updated to Nextcloud Hub 9 (30.0.0) and OnlyOffice 8.1.3.4. The issue still persists. Is there any temporary workaround available to make it work?

@napo789
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napo789 commented Oct 17, 2024

Hello,
I have the same issue.

Nextcloud Server : php occ onlyoffice:documentserver --check
-> Document server https://onlyoffice.napo-hub.fr/ version 8.2.0.143 is successfully connected

Web access directly to the onlyoffice welcome page : OK

But if I try to open NextCloud documents with the OnlyOffice integration : ONLYOFFICE cannot be reached. Please contact the admin

Nextcloud Version : 29.0.8
Onlyoffice docker version : 8.2.0.143
Docker version : Docker version 27.1.1, build 6312585

@avdddd1111
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Hello! @chf0x!

Try specifying the address in the "ONLYOFFICE Docs address for internal requests from the server" field the same as in the "ONLYOFFICE Docs address" field. (Ideally, the addresses in these fields should always match).

Is the Document Server opening without any issues on your side? Are you sure you're specifying the Secret Key and Authorization Header correctly?

I tested on clean systems, installed both via packages and Docker. I was unable to reproduce the issue.

Could you describe the scenario for reproducing the problem in more detail?

@Rita-Bubnova Rita-Bubnova added the question Issues that look for answers label Oct 21, 2024
@Rita-Bubnova Rita-Bubnova added the waiting feedback Issues that we waiting to be answered from author of issue label Oct 21, 2024
@chf0x
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chf0x commented Oct 22, 2024

Hi @avdddd1111,

Thank you for getting back to me. As a test, I set both addresses to onlyoffice, but I'm still seeing the same results.

How can I verify that the document server is opening without issues? From the Docker container network, I can confirm that it's reachable from Nextcloud:

root@8ca92b7643e6:/# curl onlyoffice
<html>
<head><title>302 Found</title></head>
<body>
<center><h1>302 Found</h1></center>
<hr><center>nginx</center>
</body>
</html>

Regarding the secret key in the header, yes, I'm sure it's correct. As I mentioned, this setup worked flawlessly for over a year until the most recent upgrade.

I'm not sure what additional details would be helpful, but I upgraded both the Nextcloud and OnlyOffice containers, and that's when it stopped working. Could you suggest which logs might help debug this issue?
Thanks!

@Rita-Bubnova Rita-Bubnova removed the waiting feedback Issues that we waiting to be answered from author of issue label Oct 23, 2024
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@napo789 @Rita-Bubnova @avdddd1111 @chf0x