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Sorry to hear you’re facing problems
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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
Nextcloud version (eg, 29.0.5): 29.0.4
Operating system and version (eg, Ubuntu 24.04): Ubuntu 24.04
Apache or nginx version (eg, Apache 2.4.25): Apache 2.4.58
PHP version (eg, 8.3): 8.3
The issue you are facing: Download files crash even for small files (it works from my local IP address)
Is this the first time you’ve seen this error? (Y/N): Y on a new fresh installation
The output of your config.php file in /path/to/nextcloud
(make sure you remove any identifiable information!):
<?php
$CONFIG = array (
'instanceid' => 'XXXXXXX',
'passwordsalt' => 'XXXXXX',
'secret' => 'XXXXX',
'trusted_domains' =>
array (
0 => '192.168.0.17',
1 => 'mydomain.xyz',
),
'datadirectory' => '/var/www/html/nc/data',
'dbtype' => 'mysql',
'version' => '29.0.4.1',
'overwrite.cli.url' => 'http://192.168.0.17/nc',
'dbname' => 'ncdb',
'dbhost' => 'localhost',
'dbport' => '',
'dbtableprefix' => 'oc_',
'mysql.utf8mb4' => true,
'dbuser' => 'nextcloud',
'dbpassword' => 'SUPPRESSED',
'installed' => true,
'default_language' => 'fr',
'default_locale' => 'fr_FR',
'default_phone_region' => 'FR',
'default_timezone' => 'Europe/Paris',
'memcache.local' => '\\OC\\Memcache\\APCu',
'maintenance_window_start' => 3,
'memories.db.triggers.fcu' => true,
'memories.exiftool' => '/var/www/html/nc/apps/memories/bin-ext/exiftool-amd64-glibc',
'memories.vod.path' => '/var/www/html/nc/apps/memories/bin-ext/go-vod-amd64',
'filelocking.enabled' => 'true',
'memcache.locking' => '\\OC\\Memcache\\Redis',
'redis' =>
array (
'host' => '/var/run/redis/redis.sock',
'port' => 0,
'dbindex' => 0,
'password' => '',
'timeout' => 1.5,
),
);
The output of your Apache/nginx/system log in /var/log/____
:
192.168.0.254 - - [18/Aug/2024:09:46:23 +0000] "PROPFIND /nc/remote.php/dav/files/KENMAN/TEST/ HTTP/1.1" 207 1985 "-" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/127.0.0.0 Safari/537.36"
192.168.0.254 - - [18/Aug/2024:09:46:23 +0000] "POST /nc/index.php/apps/text/session/17/close HTTP/1.1" 200 869 "-" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/127.0.0.0 Safari/537.36"
192.168.0.254 - - [18/Aug/2024:09:46:33 +0000] "GET /nc/index.php/apps/logreader/api/poll?lastReqId=4SjCdWq6UpOtCAYFh6jL HTTP/1.1" 200 1193 "-" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/127.0.0.0 Safari/537.36"
192.168.0.254 - - [18/Aug/2024:09:46:33 +0000] "GET /nc/index.php/csrftoken HTTP/1.1" 200 1295 "-" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/127.0.0.0 Safari/537.36"
192.168.0.254 - - [18/Aug/2024:09:46:37 +0000] "GET /nc/remote.php/dav/files/KENMAN/TEST/latest.tar.bz2 HTTP/1.1" 200 4653743 "-" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/127.0.0.0 Safari/537.36"
192.168.0.254 - - [18/Aug/2024:09:46:43 +0000] "GET /nc/apps/richdocumentscode/proxy.php?status HTTP/1.1" 200 3043 "-" "Nextcloud Server Crawler"
192.168.0.254 - - [18/Aug/2024:09:46:43 +0000] "GET /nc/apps/richdocumentscode/proxy.php?req=/hosting/capabilities HTTP/1.1" 200 3370 "-" "Nextcloud Server Crawler"
192.168.0.254 - - [18/Aug/2024:09:46:43 +0000] "GET /nc/apps/richdocumentscode/proxy.php?status HTTP/1.1" 200 3043 "-" "Nextcloud Server Crawler"
192.168.0.254 - - [18/Aug/2024:09:46:43 +0000] "GET /nc/apps/richdocumentscode/proxy.php?req=/hosting/discovery HTTP/1.1" 200 5050 "-" "Nextcloud Server Crawler"
192.168.0.254 - - [18/Aug/2024:09:46:43 +0000] "GET /nc/ocs/v2.php/apps/notifications/api/v2/notifications HTTP/1.1" 304 1146 "-" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/127.0.0.0 Safari/537.36"
It is the log file tail when I try to download “latest.tar.bz2” file at 11:46:37. The time data seems to have a 2 hours offset.
Output errors in nextcloud.log in /var/www/ or as admin user in top right menu, filtering for errors. Use a pastebin service if necessary.
Erreur no app in context
Exception
HMAC does not match.
Could not decrypt or decode encrypted session data
"18 août 2024, 11:16:47"
Erreur no app in context
Exception
HMAC does not match.
Could not decrypt or decode encrypted session data
"18 août 2024, 11:16:47"
Erreur PHP
file_get_contents(/var/www/html/nc/data/appdata_ocoh62uy5quv/richdocuments/remoteData/capabilities): Failed to open stream: No such file or directory at /var/www/html/nc/lib/private/Files/Storage/Local.php#331
"18 août 2024, 11:04:36"
Erreur PHP
file_get_contents(/var/www/html/nc/data/appdata_ocoh62uy5quv/richdocuments/remoteData/capabilities): Failed to open stream: No such file or directory at /var/www/html/nc/lib/private/Files/Storage/Local.php#331
"18 août 2024, 11:04:34"
Erreur PHP
file_get_contents(/var/www/html/nc/data/appdata_ocoh62uy5quv/richdocuments/remoteData/capabilities): Failed to open stream: No such file or directory at /var/www/html/nc/lib/private/Files/Storage/Local.php#331
"18 août 2024, 11:04:34"
Erreur PHP
unlink(/var/www/html/nc/data/appdata_ocoh62uy5quv/richdocuments/remoteData/discovery): No such file or directory at /var/www/html/nc/lib/private/Files/Storage/Local.php#348
"18 août 2024, 11:03:46"
Erreur PHP
unlink(/var/www/html/nc/data/appdata_ocoh62uy5quv/richdocuments/remoteData/discovery): No such file or directory at /var/www/html/nc/lib/private/Files/Storage/Local.php#348
"18 août 2024, 11:03:44"
Erreur webdav
NotFoundException
/appdata_ocoh62uy5quv/richdocuments/remoteData/capabilities
"18 août 2024, 11:03:39"
Erreur PHP
file_get_contents(/var/www/html/nc/data/appdata_ocoh62uy5quv/richdocuments/remoteData/capabilities): Failed to open stream: No such file or directory at /var/www/html/nc/lib/private/Files/Storage/Local.php#331
"18 août 2024, 10:21:45"
All these error are stranges, I do not try to understand all these errors, but no error is shown when I tried to download the file at 11:46:37.
It works perfectly when I try to download from my local IP address (even 1GB files, I edit php.ini files in folders apache2, cli and fpm to manage large files), but from mydomain.xyz it fails (excepting for very small downloads like 2-3MB).
I do not find any log with usefull information about the failure.
In Chrome (or Firefox) download history, it is written:
“Download failed check your internet connexion”.
I am not sur that is correlated with my trouble but, after the complete NC installation, in the security scan of NC admin page, the following error was written:
« Your remote address was identified as “192.168.0.254” and is brute-force throttled at the moment slowing down the performance of various requests. If the remote address is not your address this can be an indication that a proxy is not configured correctly. For more details see the documentation .
The previous years, with previous version of NC, I do not remember to need to change this setting.
To eliminate the trouble, I do not find any other solution than adding:
192.168.0.0/24 in the withelist NC app to ignore brute force from my Internet Gateway.
Please help will be very appreciated, I spent all the evening of this week to find a solution. Firstly, I tried to tune the setting in php.ini fileds but when I discovered that it works when I am connected to my local IP, I am disappointed.
Regards