Support intro
Sorry to hear you’re facing problems. 
The community help forum (help.nextcloud.com) is for home and non-enterprise users. Support is provided by other community members on a best effort / “as available” basis. All of those responding are volunteering their time to help you.
If you’re using Nextcloud in a business/critical setting, paid and SLA-based support services can be accessed via portal.nextcloud.com where Nextcloud engineers can help ensure your business keeps running smoothly.
Getting help
In order to help you as efficiently (and quickly!) as possible, please fill in as much of the below requested information as you can.
Before clicking submit: Please check if your query is already addressed via the following resources:
- Official documentation (searchable and regularly updated)
- How to topics and FAQs
- Forum search
(Utilizing these existing resources is typically faster. It also helps reduce the load on our generous volunteers while elevating the signal to noise ratio of the forums otherwise arising from the same queries being posted repeatedly).
Some or all of the below information will be requested if it isn’t supplied; for fastest response please provide as much as you can. 
The Basics
- Nextcloud Server version (e.g., 33.x.x):
33.0.6
- Operating system and version (e.g., Ubuntu 24.04):
Linux 6.17.0-14-generic x86_64
- Reverse proxy and version _(e.g. nginx 1.27.2)
nginx
- PHP version (e.g, 8.3):
8.3.30
- Is this the first time you’ve seen this error? (Yes / No):
Yes
- When did this problem seem to first start?
When I shared the link when I downloaded draw.io
- Installation method (e.g. AlO, NCP, Bare Metal/Archive, etc.)
docker aio
- Are you using CloudfIare, mod_security, or similar? (Yes / No)
No
Summary of the issue you are facing:
[When I click on a public link to the directory/video, I am redirected to draw.io]
Steps to replicate it (hint: details matter!):
-
Enable the plugin draw.io
-
Share a link
-
Click on it and wait for five seconds
from:
redirect to:
Log entries
Nextcloud
Please provide the log entries from your Nextcloud log that are generated during the time of problem (via the Copy raw option from Administration settings->Logging screen or from your nextcloud.log located in your data directory). Feel free to use a pastebin/gist service if necessary.
Web server / Reverse Proxy
The output of your Apache/nginx/system log in /var/log/____:
109.252.145.87 - - [04/Mar/2026:23:35:38 +0300] "GET /push/ws HTTP/1.1" 101 85 "-" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/145.0.0.0 Safari/537.36"
109.252.145.87 - - [04/Mar/2026:23:35:38 +0300] "GET /s/wttLedcmXDRAcjY HTTP/2.0" 200 19754 "-" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/145.0.0.0 Safari/537.36"
109.252.145.87 - - [04/Mar/2026:23:35:38 +0300] "PROPFIND /public.php/dav/files/wttLedcmXDRAcjY/ HTTP/2.0" 207 6808 "-" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/145.0.0.0 Safari/537.36"
109.252.145.87 - - [04/Mar/2026:23:35:40 +0300] "GET /index.php/apps/files/preview-service-worker.js HTTP/2.0" 200 6466 "https://some.domain.su/index.php/apps/files/preview-service-worker.js" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/145.0.0.0 Safari/537.36"
109.252.145.87 - - [04/Mar/2026:23:35:49 +0300] "GET /apps/drawio/edit?&shareToken=wttLedcmXDRAcjY&isWB=false HTTP/2.0" 200 14406 "-" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/145.0.0.0 Safari/537.36"
109.252.145.87 - - [04/Mar/2026:23:35:49 +0300] "PUT /ocs/v2.php/apps/user_status/api/v1/heartbeat?format=json HTTP/2.0" 200 158 "-" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/145.0.0.0 Safari/537.36"
109.252.145.87 - - [04/Mar/2026:23:35:49 +0300] "GET /contactsmenu/teams HTTP/2.0" 200 22 "-" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/145.0.0.0 Safari/537.36"
109.252.145.87 - - [04/Mar/2026:23:35:49 +0300] "POST /apps/notify_push/pre_auth HTTP/2.0" 200 58 "-" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/145.0.0.0 Safari/537.36"
109.252.145.87 - - [04/Mar/2026:23:35:49 +0300] "GET /ocs/v2.php/apps/user_status/api/v1/user_status HTTP/2.0" 200 158 "-" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/145.0.0.0 Safari/537.36"
109.252.145.87 - - [04/Mar/2026:23:35:49 +0300] "GET /apps/drawio/ajax/getFileInfo?fileId=&shareToken=wttLedcmXDRAcjY HTTP/2.0" 400 39 "-" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/145.0.0.0 Safari/537.36"
109.252.145.87 - - [04/Mar/2026:23:35:49 +0300] "GET /ocs/v2.php/apps/notifications/api/v2/notifications HTTP/2.0" 200 963 "-" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/145.0.0.0 Safari/537.36"
109.252.145.87 - - [04/Mar/2026:23:35:51 +0300] "GET /index.php/apps/files/preview-service-worker.js HTTP/2.0" 200 6466 "https://some.domain.su
/index.php/apps/files/preview-service-worker.js" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/145.0.0.0 Safari/537.36"
Configuration
Nextcloud
The output of occ config:list system or similar is best, but, if not possible, the contents of your config.php file from /path/to/nextcloud is fine (make sure to remove any identifiable information!):
{
"system": {
"one-click-instance": true,
"one-click-instance.user-limit": 100,
"memcache.local": "\\OC\\Memcache\\APCu",
"apps_paths": [
{
"path": "\/var\/www\/html\/apps",
"url": "\/apps",
"writable": false
},
{
"path": "\/var\/www\/html\/custom_apps",
"url": "\/custom_apps",
"writable": true
}
],
"check_data_directory_permissions": false,
"memcache.distributed": "\\OC\\Memcache\\Redis",
"memcache.locking": "\\OC\\Memcache\\Redis",
"redis": {
"host": "***REMOVED SENSITIVE VALUE***",
"password": "***REMOVED SENSITIVE VALUE***",
"port": 6379
},
"overwritehost": some.domain.ru",
"overwriteprotocol": "https",
"passwordsalt": "***REMOVED SENSITIVE VALUE***",
"secret": "***REMOVED SENSITIVE VALUE***",
"trusted_domains": [
"localhost",
"some.domain.ru"
],
"datadirectory": "***REMOVED SENSITIVE VALUE***",
"dbtype": "pgsql",
"version": "33.0.0.16",
"overwrite.cli.url": "https:\/\/some.domain.ru\/",
"dbname": "***REMOVED SENSITIVE VALUE***",
"dbhost": "***REMOVED SENSITIVE VALUE***",
"dbtableprefix": "oc_",
"dbuser": "***REMOVED SENSITIVE VALUE***",
"dbpassword": "***REMOVED SENSITIVE VALUE***",
"installed": true,
"instanceid": "***REMOVED SENSITIVE VALUE***",
"maintenance": false,
"updatechecker": true,
"updatedirectory": "\/nc-updater",
"loglevel": 2,
"app_install_overwrite": [
"nextcloud-aio",
"workflow_media_converter"
],
"log_type": "file",
"logfile": "\/var\/www\/html\/data\/nextcloud.log",
"log_rotate_size": 10485760,
"log.condition": {
"apps": [
"admin_audit"
]
},
"preview_max_x": 2048,
"preview_max_y": 2048,
"jpeg_quality": 60,
"enabledPreviewProviders": {
"1": "OC\\Preview\\Image",
"2": "OC\\Preview\\MarkDown",
"3": "OC\\Preview\\MP3",
"4": "OC\\Preview\\TXT",
"5": "OC\\Preview\\OpenDocument",
"6": "OC\\Preview\\Movie",
"7": "OC\\Preview\\Krita",
"0": "OC\\Preview\\Imaginary",
"23": "OC\\Preview\\ImaginaryPDF"
},
"enable_previews": true,
"upgrade.disable-web": true,
"mail_smtpmode": "smtp",
"trashbin_retention_obligation": "auto, 30",
"versions_retention_obligation": "auto, 30",
"activity_expire_days": 30,
"simpleSignUpLink.shown": false,
"share_folder": "\/Shared",
"one-click-instance.link": "https:\/\/nextcloud.com\/all-in-one\/",
"upgrade.cli-upgrade-link": "https:\/\/github.com\/nextcloud\/all-in-one\/discussions\/2726",
"maintenance_window_start": 100,
"allow_local_remote_servers": true,
"davstorage.request_timeout": 3600,
"documentation_url.server_logs": "https:\/\/github.com\/nextcloud\/all-in-one\/discussions\/5425",
"htaccess.RewriteBase": "\/",
"dbpersistent": false,
"auth.bruteforce.protection.enabled": true,
"ratelimit.protection.enabled": true,
"files_external_allow_create_new_local": false,
"trusted_proxies": "***REMOVED SENSITIVE VALUE***",
"preview_imaginary_url": "***REMOVED SENSITIVE VALUE***",
"preview_imaginary_key": "***REMOVED SENSITIVE VALUE***",
"memories.db.triggers.fcu": true,
"memories.exiftool": "\/var\/www\/html\/custom_apps\/memories\/bin-ext\/exiftool-amd64-musl",
"memories.vod.path": "\/var\/www\/html\/custom_apps\/memories\/bin-ext\/go-vod-amd64",
"memories.vod.ffmpeg": "\/usr\/bin\/ffmpeg",
"memories.vod.ffprobe": "\/usr\/bin\/ffprobe",
"DOMAIN": some.domain.ru",
"AIO_VERSION": "v12.7.0"
}
}
Apps
The output of occ app:list (if possible).
Enabled:
- activity: 6.0.0-dev.0
- admin_audit: 1.23.0
- app_api: 33.0.0
- bruteforcesettings: 6.0.0-dev.0
- calendar: 6.2.1
- circles: 33.0.0
- cloud_federation_api: 1.17.0
- comments: 1.23.0
- contacts: 8.4.0
- contactsinteraction: 1.14.1
- dashboard: 7.13.0
- dav: 1.36.0
- deck: 1.17.0
- drawio: 4.2.0
- epubviewer: 1.9.2
- federatedfilesharing: 1.23.0
- federation: 1.23.0
- files: 2.5.0
- files_downloadlimit: 5.1.0-dev.0
- files_fulltextsearch: 33.0.0
- files_pdfviewer: 6.0.0-dev.0
- files_reminders: 1.6.0
- files_sharing: 1.25.2
- files_trashbin: 1.23.0
- files_versions: 1.26.0
- firstrunwizard: 6.0.0-dev.0
- fulltextsearch: 33.0.0
- fulltextsearch_elasticsearch: 33.0.0
- logreader: 6.0.0
- lookup_server_connector: 1.21.0
- nextcloud-aio: 0.8.0
- nextcloud_announcements: 5.0.0
- notes: 4.13.0
- notifications: 6.0.0
- notify_push: 1.3.0
- oauth2: 1.21.0
- password_policy: 5.0.0-dev.0
- photos: 6.0.0-dev.0
- privacy: 5.0.0-dev.0
- profile: 1.2.0
- provisioning_api: 1.23.0
- recommendations: 6.0.0-dev.0
- related_resources: 4.0.0-dev.0
- richdocuments: 10.1.0
- serverinfo: 5.0.0-dev.0
- settings: 1.16.0
- sharebymail: 1.23.0
- spreed: 23.0.1
- support: 5.0.0
- survey_client: 5.0.0-dev.0
- systemtags: 1.23.0
- tasks: 0.17.1
- text: 7.0.0-dev.3
- theming: 2.8.0
- twofactor_backupcodes: 1.22.0
- twofactor_totp: 15.0.0-dev.0
- updatenotification: 1.23.0
- user_status: 1.13.0
- viewer: 6.0.0-dev.0
- weather_status: 1.13.0
- webhook_listeners: 1.5.0
- whiteboard: 1.5.7
- workflow_media_converter: 2.0.0
- workflowengine: 2.15.0
Disabled:
- encryption: 2.21.0
- files_external: 1.25.1
- suspicious_login: 11.0.0-dev.0
- twofactor_nextcloud_notification: 7.0.0
- user_ldap: 1.24.0
P.S. Thank you in advance for reviewing the application