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, 20.0.5): Nextcloud Hub 3 (25.0.1)
Operating system and version (eg, Ubuntu 20.04): Ubuntu 20.04
Apache or nginx version (eg, Apache 2.4.25): Apache/2.4.41 (Ubuntu)
PHP version (eg, 7.4): 7.4.3
The issue you are facing:
HEIC previews not showing in browser and iOS App. I have seen the multiple threads in this forum relating to the matter and cannot get this working with the solutions contained. I have tried both steps 1 and 2 of the page fix in 5 minutes and now only feel I have a load of files on the server wasting a small amount of space. Please can someone direct me. Thank you.
Is this the first time you’ve seen this error? (Y/N): Y
Steps to replicate it:
- Log in
- View HEIC media file
The output of your Nextcloud log in Admin > Logging:
PASTE HERE
The output of your config.php file in /path/to/nextcloud (make sure you remove any identifiable information!):
<?php
$CONFIG = array (
'instanceid' => 'xxxxxxxxxx',
'passwordsalt' => 'xxxxxxxxxx',
'secret' => '',
'trusted_domains' =>
array (
0 => 'xxxxxxxxxx',
),
'datadirectory' => '/var/www/nextcloudxxxxxxxxx/data',
'dbtype' => 'mysql',
'version' => '25.0.1.1',
'overwrite.cli.url' => 'https://xxxxxxxxxx',
'dbname' => 'nextcloud',
'dbhost' => 'localhost',
'dbport' => '',
'dbtableprefix' => 'oc_',
'mysql.utf8mb4' => true,
'dbuser' => 'xxxxxxxxxx',
'dbpassword' => 'xxxxxxxxxx',
'installed' => true,
'memcache.local' => '\\OC\\Memcache\\APCu',
'default_phone_region' => 'UK',
'mail_smtpmode' => 'smtp',
'mail_sendmailmode' => 'smtp',
'mail_from_address' => 'xxxxxxxxxx',
'mail_domain' => 'xxxxxxxxxx',
'mail_smtpauthtype' => 'LOGIN',
'mail_smtpauth' => 1,
'app_install_overwrite' =>
array (
0 => 'files_external_sia',
1 => 'backup',
2 => 'breezedark',
),
'twofactor_enforced' => 'true',
'twofactor_enforced_groups' =>
array (
0 => 'xxxxxxxxxx',
1 => 'xxxxxxxxxx',
),
'twofactor_enforced_excluded_groups' =>
array (
),
);
The output of your Apache/nginx/system log in /var/log/____:
PASTE HERE
PASTE HERE
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.
Security & setup warnings
It's important for the security and performance of your instance that everything is configured correctly. To help you with that we are doing some automatic checks. Please see the linked documentation for more information.
There are some errors regarding your setup.
Last background job execution ran 2 days ago. Something seems wrong. Check the background job settings ↗.
You have not set or verified your email server configuration, yet. Please head over to the Basic settings in order to set them. Afterwards, use the "Send email" button below the form to verify your settings.
Please double check the installation guides ↗, and check for any errors or warnings in the log.
Check the security of your Nextcloud over our security scan ↗.