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:
- most of office issues are handled in Collabora integration guide
- 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., 29.x.x):
- 31.0.6.2
- Operating system and version (e.g., Ubuntu 24.04):
- opensuse-tumbleweed 20250501
- Web server and version (e.g, Apache 2.4.25):
- Apache 2.4.62
- Reverse proxy and version _(e.g. nginx 1.27.2)
- nginx:latest (asdfaasdfasdf, 5 month ago)
- PHP version (e.g, 8.3):
- 4.2.27
- Is this the first time you’ve seen this error? (Yes / No):
- Yes
- When did this problem seem to first start?
- since installation
- Installation method (e.g. AlO, NCP, Bare Metal/Archive, etc.)
- docker pull nextcloud:latest
- Are you using CloudfIare, mod_security, or similar? (Yes / No)
- No
Summary of the issue you are facing:
The build-in CODE server is auto-configured and shows “Collabora Online server is reachable.”. When opening an office document, the error “Document loading failed” is shown.
The CODE server works when the document is opened via a the internal server using http and no prefix.
Steps to replicate it (hint: details matter!):
- Open the document “Documents/Welcome to Nextcloud Hub.docx”
Log entries
Nextcloud
In the firefox web console, a POST request fails with a 400 error.
https://mydomain/custom_apps/richdocumentscode/proxy.php?req=/browser/636e10a2b1/cool.html?WOPISrc=https://mydomain/prerix/index.php/apps/richdocuments/wopi/files/7_oc4n3n6qtbyt&lang=en&closebutton=1&revisionhistory=1
The prefix is not honored in the request
Web Browser
See above.
Web server / Reverse Proxy
The output of your Apache/nginx/system log in /var/log/____:
172.16.0.2 - - [03/Jul/2025:20:35:13 +0000] "GET /nextcloud/custom_apps/richdocumentscode/proxy.php?status HTTP/1.1" 200 15 "-" "Mozilla/5.0 (X11; Linux x86_64; rv:137.0) Gecko/20100101 Firefox/137.0" "-"
172.16.0.2 - - [03/Jul/2025:20:35:13 +0000] "POST /nextcloud/apps/richdocuments/token HTTP/1.1" 200 338 "-" "Mozilla/5.0 (X11; Linux x86_64; rv:137.0) Gecko/20100101 Firefox/137.0" "-"
172.16.0.2 - - [03/Jul/2025:20:35:13 +0000] "PROPFIND /nextcloud/remote.php/dav/files/admin/Documents/Welcome%20to%20Nextcloud%20Hub.docx/ HTTP/1.1" 207 789 "-" "Mozilla/5.0 (X11; Linux x86_64; rv:137.0) Gecko/20100101 Firefox/137.0" "-"
172.16.0.2 - - [03/Jul/2025:20:35:13 +0000] "POST /custom_apps/richdocumentscode/proxy.php?req=/browser/636e10a2b1/cool.html?WOPISrc=https%3A%2F%2Fmydomain%2FyC8u%2Fnxcl%2Findex.php%2Fapps%2Frichdocuments%2Fwopi%2Ffiles%2F7_oc4n3n6qtbyt&lang=en&closebutton=1&revisionhistory=1 HTTP/1.1" 400 154 "-" "Mozilla/5.0 (X11; Linux x86_64; rv:137.0) Gecko/20100101 Firefox/137.0" "-"
172.16.0.2 - - [03/Jul/2025:20:35:14 +0000] "GET /nextcloud/index.php/apps/files/preview-service-worker.js HTTP/1.1" 200 5253 "-" "Mozilla/5.0 (X11; Linux x86_64; rv:137.0) Gecko/20100101 Firefox/137.0" "-"
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": {
"htaccess.RewriteBase": "\/",
"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
}
],
"memcache.distributed": "\\OC\\Memcache\\Redis",
"memcache.locking": "\\OC\\Memcache\\Redis",
"redis": {
"host": "***REMOVED SENSITIVE VALUE***",
"password": "***REMOVED SENSITIVE VALUE***",
"port": 6379
},
"upgrade.disable-web": true,
"instanceid": "***REMOVED SENSITIVE VALUE***",
"passwordsalt": "***REMOVED SENSITIVE VALUE***",
"secret": "***REMOVED SENSITIVE VALUE***",
"trusted_domains": [
"mydomain",
"localhost",
"172.16.10.15"
],
"trusted_proxies": "***REMOVED SENSITIVE VALUE***",
"overwritehost": "mydomain",
"overwriteprotocol": "https",
"overwrite.cli.url": "https:\/\/mydomain\/nextcloud",
"overwritewebroot": "\/nextcloud",
"overwritecondaddr": "^172\\.16\\.0\\.2$",
"allow_local_remote_servers": true,
"datadirectory": "***REMOVED SENSITIVE VALUE***",
"dbtype": "mysql",
"version": "31.0.6.2",
"dbname": "***REMOVED SENSITIVE VALUE***",
"dbhost": "***REMOVED SENSITIVE VALUE***",
"dbport": "",
"dbtableprefix": "oc_",
"mysql.utf8mb4": true,
"dbuser": "***REMOVED SENSITIVE VALUE***",
"dbpassword": "***REMOVED SENSITIVE VALUE***",
"installed": true,
"loglevel": 2,
"maintenance": false,
"app_install_overwrite": []
}
Apps
The output of occ app:list (if possible).
Enabled:
- activity: 4.0.0
- app_api: 5.0.2
- bruteforcesettings: 4.0.0
- calendar: 5.3.2
- circles: 31.0.0
- cloud_federation_api: 1.14.0
- comments: 1.21.0
- contacts: 7.1.3
- contactsinteraction: 1.12.0
- dashboard: 7.11.0
- dav: 1.33.0
- federatedfilesharing: 1.21.0
- federation: 1.21.0
- files: 2.3.1
- files_downloadlimit: 4.0.0
- files_pdfviewer: 4.0.0
- files_reminders: 1.4.0
- files_sharing: 1.23.1
- files_trashbin: 1.21.0
- files_versions: 1.24.0
- firstrunwizard: 4.0.0
- logreader: 4.0.0
- lookup_server_connector: 1.19.0
- mail: 5.1.3
- notes: 4.12.1
- notifications: 4.0.0
- oauth2: 1.19.1
- oidc: 1.7.2
- password_policy: 3.0.0
- photos: 4.0.0-dev.1
- privacy: 3.0.0
- profile: 1.0.0
- provisioning_api: 1.21.0
- recommendations: 4.0.0
- related_resources: 2.0.0
- richdocuments: 8.7.1
- richdocumentscode: 25.4.202
- serverinfo: 3.0.0
- settings: 1.14.0
- sharebymail: 1.21.0
- spreed: 21.1.0
- support: 3.0.0
- survey_client: 3.0.0
- systemtags: 1.21.1
- text: 5.0.0
- theming: 2.6.1
- twofactor_backupcodes: 1.20.0
- updatenotification: 1.21.0
- user_status: 1.11.0
- viewer: 4.0.0
- weather_status: 1.11.0
- workflowengine: 2.13.0
Disabled:
- admin_audit: 1.21.0
- encryption: 2.19.0
- files_external: 1.23.0
- nextcloud_announcements: 3.0.0 (installed 3.0.0)
- suspicious_login: 9.0.1
- twofactor_nextcloud_notification: 5.0.0
- twofactor_totp: 13.0.0-dev.0
- user_ldap: 1.22.0
- webhook_listeners: 1.2.0 (installed 1.2.0)
The location section of the nginx default.conf
location /nextcloud/ {
rewrite ^/nextcloud/(.*)$ /$1 break;
proxy_pass http://172.16.10.15:8086/;
proxy_set_header Host $host;
proxy_set_header X-Real-IP $remote_addr;
proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;
proxy_set_header X-Forwarded-Proto $scheme;
proxy_set_header X-Forwarded-Host $host; # Recommended for Nextcloud behind proxy
# CalDav and friends
proxy_buffering off;
proxy_request_buffering off; # Needed for WebDAV PUT
proxy_redirect off; # Prevent Nginx from rewriting redirects from Nextcloud
proxy_http_version 1.1;
proxy_connect_timeout 600s;
proxy_read_timeout 720s;
proxy_send_timeout 720s;
}
