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
Nextcloud version (eg, 12.0.2): 17.0.0
Operating system and version (eg, Ubuntu 17.04): Not entirely sure of distro (ISP hosting), but the kernel version is 2.6.32-954.3.5.lve1.4.66.el6.x86_64, so it looks like it might be “Deep Security 10.0” or “Deep Security 11.0” (Just a guess, though)…
Apache or nginx version (eg, Apache 2.4.25): 2.4.41
PHP version (eg, 7.1): 7.2.7
The issue you are facing:
An attempt to log in yesterday resulted in a message indicating an update was pending. The update proceeded, but reported “An error occurred.” directly after a step notification of “Repair step: Cleanup cypress files from viewer app”
Is this the first time you’ve seen this error? (Y/N): Y
Steps to replicate it:
- Unable to do so as entire instance now locked in maintenance mode
- Suspect it can be induced by attempting to log in to an instance running 17.0.0
The output of your Nextcloud log in Admin > Logging:
Unable to provide as unable to access site at all
The output of your config.php file in /path/to/nextcloud
(make sure you remove any identifiable information!):
<?php
$CONFIG = array (
'instanceid' => '{{ instance value }}',
'passwordsalt' => '{{salt value}}',
'secret' => '{{ secret value}}',
'trusted_domains' =>
array (
0 => '{{ site URL}}',
),
'datadirectory' => '{{ instance-related path data }}/nc/data',
'dbtype' => 'mysql',
'version' => '17.0.0.9',
'overwrite.cli.url' => '{{ site URL }}',
'dbname' => '{{ site }}_NextCloud',
'dbhost' => 'localhost',
'dbport' => '',
'dbtableprefix' => 'oc_',
'mysql.utf8mb4' => true,
'dbuser' => '{{site identifier}}_NextCloud',
'dbpassword' => '{{Database Password in plaintext}}',
'installed' => true,
'maintenance' => true,
'mail_from_address' => 'nc',
'mail_smtpmode' => 'smtp',
'mail_sendmailmode' => 'smtp',
'mail_domain' => '{{Domain Name}}',
'mail_smtpauthtype' => 'LOGIN',
'mail_smtphost' => '{{ISP Mail Gateway}}',
'theme' => '',
'loglevel' => 0,
);
The output of your Apache/nginx/system log in /var/log/____
:
ISP hosted instance - unable to access that...
When I saw the error for the first time, there was a message asking for the page to be refreshed, so I did as requested. I saw the same result.
Before doing anything else, I then performed Google search for the error message and found the thread here that discusses the issue relating the Cypress from the 16.0.1 release. (Note, this is a recent, clean, installation, that used the 17.0.0 zip file).
I have checked used my FileZilla client to check the /apps/Viewer/ folder and I do not find any references to Cypress related files. In fact, my /apps/viewer/ folder contains:-
.babelrc.js
.npmignore
.styleintrc.js
COPYING
and that’s it.
Very happy to provide further triage information if that would be of any help. I also note that I am unable to access the site via any means now and am not just being blocked by the GUI authentication page - i.e. WebDAV drive mapping from a Linux workstation is also failing. (Which stands to reason).