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).
Hello everyone,
several of our instances fall during the update with the following error message. Strangely enough, it worked perfectly for some.
Does anyone have an idea?
cheers
ron
Execution filemng has failed with exit code 1, stdout: Nextcloud Updater - version: v32.0.1-41-g157dc25 dirty Current version is 33.0.0. Update to Nextcloud 33.0.0 available. (channel: "stable") Following file will be downloaded automatically: https://github.com/nextcloud-releases/server/releases/download/v33.0.0/nextcloud-33.0.0.zip Open changelog ↗ Updater run in non-interactive mode. Start update Info: Pressing Ctrl-C will finish the currently running step and then stops the updater. [ ] Check for expected files ... e[2K[✔] Check for expected files [ ] Check for write permissions ... e[2K[✔] Check for write permissions [ ] Create backup ... e[2K[✔] Create backup [ ] Downloading ... 0%e[5D 2%e[5D 4%e[5D 6%e[5D 8%e[5D 10%e[5D 20%e[5D 30%e[5D 40%e[5D 50%e[5D 60%e[5D 70%e[5D 80%e[5D 90%e[5D 100% e[2K[✔] Downloading [ ] Verify integrity ... e[2K[✔] Verify integrity [ ] Extracting ... e[2K[✔] Extracting [ ] Enable maintenance mode ... e[2K[✔] Enable maintenance mode [ ] Replace entry points ... e[2K[✔] Replace entry points [ ] Delete old files ... e[2K[✔] Delete old files [ ] Move new files in place ... e[2K[✔] Move new files in place [ ] Done ... e[2K[✔] Done Update of code successful. Updater run in non-interactive mode - will start "occ upgrade" now. An unhandled exception has been thrown: Exception: File sequence directory exists but is not writable in /var/www/vhosts/testtest.ag/cloud.testtest.ag/lib/private/Snowflake/FileSequence.php:37 Stack trace: #0 /var/www/vhosts/testtest.ag/cloud.testtest.ag/lib/private/Snowflake/FileSequence.php(31): OC\Snowflake\FileSequence->ensureWorkdirExists() #1 [internal function]: OC\Snowflake\FileSequence->__construct() #2 /var/www/vhosts/testtest.ag/cloud.testtest.ag/lib/private/AppFramework/Utility/SimpleContainer.php(74): ReflectionClass->newInstanceArgs() #3 /var/www/vhosts/testtest.ag/cloud.testtest.ag/lib/private/AppFramework/Utility/SimpleContainer.php(131): OC\AppFramework\Utility\SimpleContainer->buildClass() #4 /var/www/vhosts/testtest.ag/cloud.testtest.ag/lib/private/AppFramework/Utility/SimpleContainer.php(157):
The Basics
- Nextcloud Server version (e.g., 29.x.x):
replace me
- Operating system and version (e.g., Ubuntu 24.04):
replace me
- Web server and version (e.g, Apache 2.4.25):
replace me
- Reverse proxy and version _(e.g. nginx 1.27.2)
replace me
- PHP version (e.g, 8.3):
replace me
- Is this the first time you’ve seen this error? (Yes / No):
replace me
- When did this problem seem to first start?
replace me
- Installation method (e.g. AlO, NCP, Bare Metal/Archive, etc.)
replace me
- Are you using CloudfIare, mod_security, or similar? (Yes / No)
replace me
Summary of the issue you are facing:
[…]
Steps to replicate it (hint: details matter!):
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.
PASTE HERE
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/____:
PASTE HERE
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!):
PASTE HERE
Apps
The output of occ app:list (if possible).
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.
→