Support intro
Sorry to hear you’re facing problems 
help.nextcloud.com is for home/non-enterprise users. If you’re running a business, paid support can be accessed via portal.nextcloud.com where we can ensure your business keeps running smoothly.
In order to help you as quickly as possible, before clicking Create Topic please provide as much of the below as you can. Feel free to use a pastebin service for logs, otherwise either indent short log examples with four spaces:
example
Or for longer, use three backticks above and below the code snippet:
longer
example
here
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 
I upgraded two separate Nextcloud instances, and on both instances the file app no longer lists all the directories and files in the web UI. Here are the data directories:
Instance 1
root@nextcloud:/usr/share/nginx/nextcloud/data/USERNAME1/files# ls -al
total 24
drwxrwxr-x 6 www-data www-data 4096 Dec 11 15:33 .
drwxrwxr-x 12 www-data www-data 4096 Aug 8 23:10 ..
drwxr-xr-x 5 www-data www-data 4096 Nov 7 2016 Pictures
drwxrwxr-x 3 www-data www-data 4096 Jan 16 2019 'moto G5 Plus'
drwxr-xr-x 19 www-data www-data 4096 Aug 10 2018 ownCloud
drwxr-xr-x 2 www-data www-data 4096 Dec 11 15:33 test
root@nextcloud:/usr/share/nginx/nextcloud/data/USERNAME1/files#
Instance 2
root@iorek:/usr/share/nginx/nextcloud.data/USERNAME1/files# ls -al
total 5488
drwxr-xr-x 5 www-data www-data 4096 Jan 18 2018 .
drwxr-xr-x 8 www-data www-data 4096 May 16 2018 ..
drwxr-xr-x 2 www-data www-data 4096 Jan 18 2018 Documents
-rw-r--r-- 1 www-data www-data 5598648 Jan 18 2018 Nextcloud Manual.pdf
drwxr-xr-x 2 www-data www-data 4096 Jan 18 2018 Photos
drwxr-xr-x 2 www-data www-data 4096 Dec 11 14:08 shared
root@iorek:/usr/share/nginx/nextcloud.data/USERNAME1/files# ls -al Documents/
total 132
drwxr-xr-x 2 www-data www-data 4096 Jan 18 2018 .
drwxr-xr-x 5 www-data www-data 4096 Jan 18 2018 ..
-rw-r--r-- 1 www-data www-data 112672 Jan 18 2018 About.odt
-rw-r--r-- 1 www-data www-data 9720 Jan 18 2018 About.txt
root@iorek:/usr/share/nginx/nextcloud.data/USERNAME1/files# ls -al Photos/
total 3148
drwxr-xr-x 2 www-data www-data 4096 Jan 18 2018 .
drwxr-xr-x 5 www-data www-data 4096 Jan 18 2018 ..
-rw-r--r-- 1 www-data www-data 1114272 Jan 18 2018 Coast.jpg
-rw-r--r-- 1 www-data www-data 797796 Jan 18 2018 Hummingbird.jpg
-rw-r--r-- 1 www-data www-data 1296728 Jan 18 2018 Nut.jpg
root@iorek:/usr/share/nginx/nextcloud.data/USERNAME1/files# ls -al shared/
total 168
drwxr-xr-x 2 www-data www-data 4096 Dec 11 14:08 .
drwxr-xr-x 5 www-data www-data 4096 Jan 18 2018 ..
-rw-r--r-- 1 www-data www-data 159924 Dec 11 14:08 passfile.kdbx
root@iorek:/usr/share/nginx/nextcloud.data/USERNAME1/files#
And the web UIs:
Instance 1
Instance 2
However, on the Android app the correct directories are listed:
Instance 1
https://i.imgur.com/OU0VJip.png
And strangely, when I make the web UI window narrower, more files appear:
Instance 1
https://i.imgur.com/Hw2penE.png
Instance 2
https: // i . imgur . com/1j2zqky.png
(restricted by 4 link limitation–remove the spaces)
The upgrade paths for the instances were:
Instance #1: 14.0.13 -> 15.0.13 -> 16.0.6 -> 17.0.1
Instance #2: 14.0.14 -> 15.0.13 -> 16.0.6 -> 17.0.1
I remember seeing the file problem somewhere along the way, but I didn’t give too much thought to it because I thought I would be able to fix it with
sudo -u www-data php occ files:scan --all
but running that command didn’t fix the web UI problem.
Nextcloud version (eg, 12.0.2):
Instance 1: 17.0.1
Instance 2: 17.0.1
Operating system and version (eg, Ubuntu 17.04):
Instance 1: Ubuntu 18.04.3 in LXD container
Instance 2: Ubuntu 16.04.6 on a VPS
Apache or nginx version (eg, Apache 2.4.25):
Instance 1: nginx 1.14.0
Instance 2: nginx 1.15.8
PHP version (eg, 7.1):
Instance 1: 7.2
Instance 2: 7.3
The issue you are facing:
See above
Is this the first time you’ve seen this error? (Y/N):
Yes
Steps to replicate it:
- upgrade from NC 14 to NC 17
The output of your Nextcloud log in Admin > Logging:
Nothing of note appears in the log when accessing the file app.
The output of your config.php file in /path/to/nextcloud (make sure you remove any identifiable information!):
Instance 1
$CONFIG = array (
'instanceid' => 'REDACTED',
'passwordsalt' => 'REDACTED',
'trusted_domains' =>
array (
0 => 'owncloud.REDACTED.net',
),
'datadirectory' => '/usr/share/nginx/nextcloud/data',
'dbtype' => 'mysql',
'version' => '17.0.1.1',
'dbname' => 'owncloud',
'dbhost' => '192.168.1.100:3306',
'dbtableprefix' => 'oc_',
'dbuser' => 'nextcloud',
'dbpassword' => 'REDACTED',
'installed' => true,
'loglevel' => '0',
'forcessl' => true,
'theme' => '',
'maintenance' => false,
'mail_smtpmode' => 'smtp',
'mail_from_address' => 'owncloud',
'mail_domain' => 'REDACTED.net',
'enable_previews' => true,
'preview_max_x' => NULL,
'preview_max_y' => NULL,
'preview_max_scale_factor' => 10,
'preview_libreoffice_path' => '/usr/bin/libreoffice',
'preview_office_cl_parameters' => '--headless',
'secret' => 'REDACTED',
'trashbin_retention_obligation' => 'auto',
'overwrite.cli.url' => 'https://owncloud.REDACTED.net',
'memcache.local' => '\\OC\\Memcache\\APCu',
'trusted_proxies' =>
array (
0 => '10.1.1.10',
1 => '192.168.1.1',
),
'forwarded_for_headers' =>
array (
0 => 'HTTP_X_FORWARDED_FOR',
),
'mail_smtpauthtype' => 'LOGIN',
'mail_smtphost' => '10.0.0.140',
'mysql.utf8mb4' => true,
);
Instance 2
$CONFIG = array (
'instanceid' => 'REDACTED',
'passwordsalt' => 'REDACTED',
'secret' => 'REDACTED',
'trusted_domains' =>
array (
0 => 'nextcloud.REDACTED.net',
),
'datadirectory' => '/usr/share/nginx/nextcloud.data',
'overwrite.cli.url' => 'https://nextcloud.REDACTED.net',
'dbtype' => 'mysql',
'version' => '17.0.1.1',
'dbname' => 'nextcloud',
'dbhost' => 'localhost:3306',
'dbport' => '',
'dbtableprefix' => 'oc_',
'dbuser' => 'nextcloud',
'dbpassword' => 'REDACTED',
'installed' => true,
'memcache.local' => '\\OC\\Memcache\\APCu',
'mail_from_address' => 'nextcloud',
'mail_smtpmode' => 'smtp',
'mail_smtpauthtype' => 'LOGIN',
'mail_domain' => 'REDACTED.net',
'loglevel' => 2,
'maintenance' => false,
'mail_smtphost' => 'localhost',
'mysql.utf8mb4' => true,
);
The output of your Apache/nginx/system log in /var/log/____:
Instance 1
10.1.1.10 - - [11/Dec/2019:16:13:28 -0500] "GET /apps/files/ HTTP/1.1" 200 6729 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"
10.1.1.10 - - [11/Dec/2019:16:13:28 -0500] "GET /apps/files/ HTTP/1.1" 200 6743 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"
10.1.1.10 - - [11/Dec/2019:16:13:28 -0500] "GET /css/core/f317-0f33-server.css?v=5be26923be8f5e6ed7548dc091195c11-9c47f364-5 HTTP/1.1" 200 19224 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"
10.1.1.10 - - [11/Dec/2019:16:13:28 -0500] "GET /avatar/USERNAME1/32?v=0 HTTP/1.1" 201 428 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"
10.1.1.10 - - [11/Dec/2019:16:13:29 -0500] "GET /ocs/v2.php/apps/notifications/api/v2/notifications HTTP/1.1" 200 74 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"
10.1.1.10 - - [11/Dec/2019:16:13:29 -0500] "GET /apps/gallery/config?extramediatypes=1 HTTP/1.1" 200 102 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"
10.1.1.10 - - [11/Dec/2019:16:13:29 -0500] "PROPFIND /remote.php/dav/files/USERNAME1/ HTTP/1.1" 207 4299 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"
10.1.1.10 - - [11/Dec/2019:16:13:29 -0500] "GET /index.php/apps/files/ajax/getstoragestats.php?dir=%2F HTTP/1.1" 200 219 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"
10.1.1.10 - - [11/Dec/2019:16:13:29 -0500] "GET /apps/recommendations/api/recommendations HTTP/1.1" 200 342 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"
10.1.1.10 - - [11/Dec/2019:16:13:29 -0500] "GET /core/preview?fileId=238263&x=32&y=32 HTTP/1.1" 200 4053 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"
10.1.1.10 - - [11/Dec/2019:16:13:29 -0500] "GET /core/preview?fileId=238289&x=32&y=32 HTTP/1.1" 200 2747 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"
10.1.1.10 - - [11/Dec/2019:16:13:29 -0500] "GET /apps/files/undefined HTTP/1.1" 302 5 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"
10.1.1.10 - - [11/Dec/2019:16:13:29 -0500] "GET /apps/files/ HTTP/1.1" 200 6728 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"
Instance 2
REDACTED - - [11/Dec/2019:16:18:04 -0500] "GET /apps/files/ HTTP/2.0" 499 0 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"
REDACTED - - [11/Dec/2019:16:18:04 -0500] "GET /apps/files/ HTTP/2.0" 200 8034 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"
REDACTED - - [11/Dec/2019:16:18:04 -0500] "GET /css/core/f317-b63e-server.css?v=a5ac82c56cda553df02ffca8e02fd1be-bcbc1844-3 HTTP/2.0" 499 0 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"
REDACTED - - [11/Dec/2019:16:18:04 -0500] "GET /css/files/4039-b63e-merged.css?v=a5ac82c56cda553df02ffca8e02fd1be-40393716-3 HTTP/2.0" 499 0 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"
REDACTED - - [11/Dec/2019:16:18:05 -0500] "GET /avatar/USERNAME1/32?v=0 HTTP/2.0" 304 0 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"
REDACTED - - [11/Dec/2019:16:18:05 -0500] "GET /ocs/v2.php/apps/notifications/api/v2/notifications HTTP/2.0" 200 74 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"
REDACTED - - [11/Dec/2019:16:18:05 -0500] "GET /apps/gallery/config?extramediatypes=1 HTTP/2.0" 200 102 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"
REDACTED - - [11/Dec/2019:16:18:05 -0500] "GET /apps/encryption/ajax/getStatus HTTP/2.0" 200 77 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"
REDACTED - - [11/Dec/2019:16:18:05 -0500] "GET /apps/systemtags/lastused HTTP/2.0" 200 2 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"
REDACTED - - [11/Dec/2019:16:18:05 -0500] "PROPFIND /remote.php/dav/files/USERNAME1/ HTTP/2.0" 207 4829 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"
REDACTED - - [11/Dec/2019:16:18:06 -0500] "GET /index.php/apps/files/ajax/getstoragestats.php?dir=%2F HTTP/2.0" 200 216 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"
REDACTED - - [11/Dec/2019:16:18:06 -0500] "GET /apps/recommendations/api/recommendations HTTP/2.0" 200 332 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"
REDACTED - - [11/Dec/2019:16:18:06 -0500] "GET /core/preview?fileId=191&x=32&y=32 HTTP/2.0" 499 0 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"
REDACTED - - [11/Dec/2019:16:18:06 -0500] "GET /core/preview?fileId=196&x=32&y=32 HTTP/2.0" 499 0 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"
REDACTED - - [11/Dec/2019:16:18:06 -0500] "GET /core/preview?fileId=202&x=32&y=32 HTTP/2.0" 499 0 "-" "Mozilla/5.0 (X11; Ubuntu; Linux x86_64; rv:70.0) Gecko/20100101 Firefox/70.0"