Error Message when opening Document with Collabora: Failed to read document from storage. Please contact your storage server (cloud.example.com) administrator

ℹ️ Support 📄 Collabora
1

For once specific document the error message “Failed to read document from storage. Please contact your storage server (cloud.example.com) administrator.” appears. Other documents work fine. Not really sure where I should start to search…

Also, when trying to download that specific document this is what happens: https://i.imgur.com/RS2qfhs.png

NC Version: 13.0.4
Server OSs: Debian 9
Collabora Version: latest, updated an hour ago
Apache Version: Apache/2.4.25
PHP: PHP 7.0.27-0+deb9u1
MariaDB: mariadb Ver 15.1 Distrib 10.1.26-MariaDB

2

Hi,

I’ve been having the same problem for about 6 month now since updating to 13.0.2. I’m not on 13.0.4 and issue still exists. I’m using Nginx 1.12.2, php-fpm on php 7.1.18

This was working fine from version 10.x to 12.x, it only started being a problem with 13.0.x

I’ve seen a lot of posts about this issue with various suggestions, I’ve tried them all, but still not working. I was originally running Collabora in Docker. Installed it in a Debian vm without docker, same issue.

Interesting thing is, if I share a document with an external user, that user can open and modify the document with collabora fine…it’s the actual logged in Nextcloud user that has problems opening the document. Here is a snip from the collabora log that seems to indicate the problem, but I have no idea how to fix this.

Aug 21 22:40:18 collabora loolwsd[385]: wsd-00385-00405 2018-08-22 02:40:18.155641 [ websrv_poll ] WRN  WOPI host did not pass optional access_token_ttl| wsd/FileServer.cpp:608
Aug 21 22:40:19 collabora loolwsd[385]: wsd-00385-03941 2018-08-22 02:40:19.155495 [ docbroker_005 ] ERR  WOPI::CheckFileInfo failed with 500 Internal Server Error| wsd/Storage.cpp:522
Aug 21 22:40:19 collabora loolwsd[385]: wsd-00385-03941 2018-08-22 02:40:19.155713 [ docbroker_005 ] ERR  Failed to add session to [/index.php/apps/richdocuments/wopi/files/67650_oce3eaffc3a7] with URI [https://cloud.domain.org/index.php/apps/richdocuments/wopi/files/67650_oce3eaffc3a7?access_token=JhyKL5SpZLuVZOi2Un3MsYYYX52QikbK&access_token_ttl=0&permission=edit]: WOPI::CheckFileInfo failed| wsd/DocumentBroker.cpp:1002
Aug 21 22:40:19 collabora loolwsd[385]: kit-03942-00397 2018-08-22 02:40:19.225501 [ loolkit ] WRN  Waking up dead poll thread [kit], started: false, finished: false| ./net/Socket.hpp:550
Aug 21 22:40:19 collabora loolwsd[385]: wsd-00385-03941 2018-08-22 02:40:19.653263 [ docbroker_005 ] WRN  Child session [007d] not found to forward message: load url=https://cloud.domain.org/index.php/apps/richdocuments/wopi/files/67650_oce3eaffc3a7?access_token=JhyKL5SpZLuVZOi2Un3MsYYYX52QikbK&access_token_ttl=0&permission=edit readonly=0 lang=en| wsd/DocumentBroker.cpp:1494
Aug 21 22:40:19 collabora loolwsd[385]: wsd-00385-03941 2018-08-22 02:40:19.653367 [ docbroker_005 ] ERR  Invalid or unknown session [007d] to remove.| wsd/DocumentBroker.cpp:1069
Aug 21 22:40:20 collabora loolwsd[385]: kit-03938-00397 2018-08-22 02:40:20.156986 [ loolkit ] WRN  Waking up dead poll thread [kit], started: false, finished: false| net/Socket.hpp:550
Aug 21 22:40:20 collabora loolwsd[385]: kit-03938-00397 2018-08-22 02:40:20.157031 [ loolkit ] WRN  Waking up dead poll thread [kit], started: false, finished: false| net/Socket.hpp:550
Aug 21 22:40:20 collabora loolwsd[385]: kit-03938-00397 2018-08-22 02:40:20.157062 [ loolkit ] WRN  Kit connection lost without exit arriving from wsd| kit/Kit.cpp:2040
Aug 21 22:40:20 collabora loolwsd[385]: wsd-00385-00396 2018-08-22 02:40:20.157154 [ prisoner_poll ] WRN  Waking up dead poll thread [docbroker_005], started: true, finished: true| ./net/Socket.hpp:550
Aug 21 22:40:20 collabora loolwsd[385]: wsd-00385-00396 2018-08-22 02:40:20.157185 [ prisoner_poll ] WRN  Waking up dead poll thread [docbroker_005], started: true, finished: true| ./net/Socket.hpp:550
Aug 21 22:40:20 collabora loolwsd[385]: wsd-00385-00396 2018-08-22 02:40:20.157207 [ prisoner_poll ] WRN  Prisoner connection disconnected but without valid socket.| wsd/LOOLWSD.cpp:1573
Aug 21 22:40:20 collabora loolwsd[385]: wsd-00385-00396 2018-08-22 02:40:20.157258 [ prisoner_poll ] WRN  Waking up dead poll thread [docbroker_005], started: false, finished: true| ./net/Socket.hpp:550
Aug 21 22:40:20 collabora loolwsd[385]: wsd-00385-00396 2018-08-22 02:40:20.157278 [ prisoner_poll ] WRN  Waking up dead poll thread [docbroker_005], started: false, finished: true| ./net/Socket.hpp:550

Let me know if you need any additional info to troubleshoot this. I used to use collabora heavily when it worked and would like to have it working again. Please help.

Thank you

3

OK, updating server to php 7.2 resolved this issue.

Note: before upgdating php, i updated to nextcloud 14.0.4, and the issue was still there with php 7.1. After updating to php 7.2, the document loaded in nextcloud and I can edit again :smiley: