Support intro
Sorry to hear youâre 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 / âas availableâ basis. All of those responding are volunteering their time to help you.
If youâre 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 isnât supplied; for fastest response please provide as much as you can. 
The Basics
- Nextcloud Server version (e.g., 29.x.x):
- 33.0.8.2
- Operating system and version (e.g., Ubuntu 24.04):
Debian 13
- Web server and version (e.g, Apache 2.4.25):
- nextcloud-aio-apache
- Reverse proxy and version _(e.g. nginx 1.27.2)
- Nginx Proxy Manager v2.15.1
- PHP version (e.g, 8.3):
8.3.33
- Is this the first time youâve seen this error? (Yes / No):
yes
- When did this problem seem to first start?
- In July i think
- Installation method (e.g. AlO, NCP, Bare Metal/Archive, etc.)
AIO
- Are you using CloudfIare, mod_security, or similar? (Yes / No)
No
Summary of the issue you are facing:
When I try to open a document from my Nextcloud using Nextcloud Office (Collabora) (such as a .docx or .xlsx file), I get the following error message: âFailed to load the documentNextcloud Office failed to loadâplease try again laterâ
Steps to replicate it (hint: details matter!):
-
Using Nextcloud Office
-
Open a docx, xlsx, pptx file
-
File wonât open
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.
https://pastebin.com/6bvMgGqQ
Web Browser
If the problem is related to the Web interface, open your browser inspector Console and Network tabs while refreshing (reloading) and reproducing the problem. Provide any relevant output/errors here that appear.
PASTE
Web server / Reverse Proxy
The output of your Apache/nginx/system log in /var/log/____:
[ERROR] viewer: Could not register handler
Object
app
:
"viewer"
error
:
"The handler is already registered"
handler
:
{âŚ}
level
:
0
uid
:
"585C8545-A4D0-43BB-88AC-460280BB66DE"
[[Prototype]]
:
Object
vue.runtime.esm.js:3065 Error: [tiptap error]: The editor view is not available. Cannot access view['dom']. The editor may not be mounted yet.
Executing inline script violates the following Content Security Policy directive 'script-src 'self' 'unsafe-eval''. Either the 'unsafe-inline' keyword, a hash ('sha256-XOKVOFK7V9e6jZNxqxXAysnMDxOlDWPKzWhBg2PT2Os='), or a nonce ('nonce-...') is required to enable inline execution. The action has been blocked.
Office.vue:390
Document loading failed due to timeout: Please check for failing network requests
(anonymous) @ Office.vue:390
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!):
<?php
$CONFIG = array (
'one-click-instance' => true,
'one-click-instance.user-limit' => 100,
'memcache.local' => '\\OC\\Memcache\\APCu',
'apps_paths' =>
array (
0 =>
array (
'path' => '/var/www/html/apps',
'url' => '/apps',
'writable' => false,
),
1 =>
array (
'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' =>
array (
'host' => 'nextcloud-aio-redis',
'password' => 'cached',
'port' => 6379,
'timeout' => 3.0,
'read_timeout' => 10.0,
),
'overwritehost' => 'cloud.lanisys.fr',
'overwriteprotocol' => 'https',
'passwordsalt' => 'cached',
'secret' => 'cached',
'trusted_domains' =>
array (
0 => 'localhost',
1 => 'cloud.lanisys.fr',
),
'datadirectory' => '/mnt/ncdata',
'dbtype' => 'pgsql',
'version' => '33.0.8.2',
'overwrite.cli.url' => 'https://cloud.lanisys.fr/',
'dbname' => 'nextcloud_database',
'dbhost' => 'nextcloud-aio-database:5432',
'dbport' => '',
'dbtableprefix' => 'oc_',
'dbuser' => 'oc_nextcloud',
'dbpassword' => 'cached',
'installed' => true,
'instanceid' => 'cached',
'maintenance' => false,
'updatedirectory' => '/nc-updater',
'loglevel' => 0,
'log_type' => 'file',
'logfile' => '/var/www/html/data/nextcloud.log',
'log_rotate_size' => 10485760,
'log.condition' =>
array (
'apps' =>
array (
0 => 'admin_audit',
),
),
'preview_max_x' => 2048,
'preview_max_y' => 2048,
'jpeg_quality' => 60,
'enabledPreviewProviders' =>
array (
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' =>
array (
0 => '127.0.0.1',
1 => '::1',
10 => '172.21.0.0/16',
),
'preview_imaginary_url' => 'http://nextcloud-aio-imaginary:9000',
'preview_imaginary_key' => 'cached',
'mail_sendmailmode' => 'smtp',
'mail_from_address' => 'cloud',
'mail_domain' => 'lanisys.fr',
'mail_smtphost' => '192.168.10.6',
'mail_smtpport' => '587',
'mail_smtpauth' => true,
'mail_smtpname' => 'nicolas',
'mail_smtppassword' => 'cached',
'forbidden_filename_basenames' =>
array (
0 => 'con',
1 => 'prn',
2 => 'aux',
3 => 'nul',
4 => 'com0',
5 => 'com1',
6 => 'com2',
7 => 'com3',
8 => 'com4',
9 => 'com5',
10 => 'com6',
11 => 'com7',
12 => 'com8',
13 => 'com9',
14 => 'comš',
15 => 'com²',
16 => 'comÂł',
17 => 'lpt0',
18 => 'lpt1',
19 => 'lpt2',
20 => 'lpt3',
21 => 'lpt4',
22 => 'lpt5',
23 => 'lpt6',
24 => 'lpt7',
25 => 'lpt8',
26 => 'lpt9',
27 => 'lptš',
28 => 'lpt²',
29 => 'lptÂł',
),
'forbidden_filename_characters' =>
array (
0 => '<',
1 => '>',
2 => ':',
3 => '"',
4 => '|',
5 => '?',
6 => '*',
7 => '\\',
8 => '/',
),
'forbidden_filename_extensions' =>
array (
0 => ' ',
1 => '.',
2 => '.filepart',
3 => '.part',
),
'twofactor_enforced' => 'true',
'twofactor_enforced_groups' =>
array (
),
'twofactor_enforced_excluded_groups' =>
array (
0 => 'admin',
),
'ldapProviderFactory' => 'OCA\\User_LDAP\\LDAPProviderFactory',
'updatechecker' => false,
'serverid' => 445,
'log_type_audit' => 'file',
'logfile_audit' => '/var/www/html/data/audit.log',
'update_channel' => 'stable',
'mail_smtpstreamoptions' =>
array (
'ssl' =>
array (
'allow_self_signed' => true,
'verify_peer' => false,
'verify_peer_name' => false,
),
),
);
Apps
The output of occ app:list (if possible).
occ command not found
Tips for increasing the likelihood of a response
- Use the
preformatted textformatting option in the editor for all log entries and configuration output. - If screenshots are useful, feel free to include them.
- If possible, also include key error output in text form so it can be searched for.
- Try to edit log output only minimally (if at all) so that it can be ran through analyzers / formatters by those trying to help you.
Thank a lot for your help