Support intro
Sorry to hear you’re facing problems. 
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Getting help
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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. 
The Basics
- Nextcloud Server version:
Nextcloud 33.0.3
- Operating system and version:
#1 SMP PREEMPT Debian 1:6.12.75-1+rpt1~bookworm (2026-03-11)
- Web server and version:
Server version: Apache/2.4.66 (Debian)
- Reverse proxy and version:
nginx version: openresty/1.27.1.2
- PHP version:
PHP 8.4.20 (cli) (built: Apr 22 2026 01:26:19) (NTS)
- Is this the first time you’ve seen this error? (Yes / No):
yes
- When did this problem seem to first start?
recently
- Installation method (e.g. AlO, NCP, Bare Metal/Archive, etc.)
OMV Container
- Are you using CloudfIare, mod_security, or similar? (Yes / No)
No
Summary of the issues you are facing:
[…]
Steps to replicate it (hint: details matter!):
Log entries
Nextcloud
{"reqId":"hM2xiZAnZDwW3Pc8AWKa","level":3,"time":"2026-05-02T23:00:18+00:00","remoteAddr":"14.231.253.9","user":"--","app":"onlyoffice","method":"GET","url":"/apps/onlyoffice/download?doc=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJhY3Rpb24iOiJkb3dubG9hZCIsImZpbGVJZCI6MTE5ODQ5LCJ1c2VySWQiOiJqb2hhbm5lcyJ9.9OH182AOnzX6PTSrWLZW-XidB4UTQyz95-E3g2xTuLQ%22%2C%E2%80%9Cpdf%E2%80%9D%2C%E2%80%9Cjpeg%E2%80%9D%2C%E2%80%9Cthumb_2914863108%E2%80%9D%5D%7D%2C%7B%E2%80%9Cfile%E2%80%9D%3A%E2%80%9C%2Fvar%2Fwww%2Fhtml%2Flib%2Fprivate%2FPreview%2FProviderV1Adapter.php%E2%80%9D%2C%E2%80%9Cline%E2%80%9D%3A35%2C%E2%80%9Cfunction%E2%80%9D%3A%E2%80%9CgetThumbnail%E2%80%9D%2C%E2%80%9Cclass%E2%80%9D%3A%E2%80%9COCA%5C%5COnlyoffice%5C%5CPreview%E2%80%9D%2C%E2%80%9Ctype%E2%80%9D%3A%22-","scriptName":"/index.php","message":"Download with empty or not correct hash: Wrong number of segments","userAgent":"Mozilla/5.0 (Windows NT 6.3) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/87.0.4280.88 Safari/537.36","version":"33.0.3.2","data":{"app":"onlyoffice"}}
Web Browser
Apps
Enabled:
- activity: 6.0.0
- admin_audit: 1.23.0
- bookmarks: 16.1.4
- brewmemo: 0.6.0
- bruteforcesettings: 6.0.0
- calendar: 6.2.3
- camerarawpreviews: 0.9.0
- circles: 33.0.0
- cloud_federation_api: 1.17.0
- comments: 1.23.0
- contacts: 8.4.5
- contactsinteraction: 1.14.1
- cookbook: 0.11.6
- dashboard: 7.13.0
- dav: 1.36.0
- encryption: 2.21.0
- end_to_end_encryption: 2.1.0
- federatedfilesharing: 1.23.0
- federation: 1.23.0
- files: 2.5.0
- files_downloadlimit: 5.1.0
- files_external: 1.25.1
- files_pdfviewer: 6.0.0
- files_reminders: 1.6.0
- files_sharing: 1.25.2
- files_trashbin: 1.23.0
- files_versions: 1.26.0
- firstrunwizard: 6.0.0
- fulltextsearch: 33.0.0
- groupfolders: 21.0.7
- logreader: 6.0.0
- lookup_server_connector: 1.21.0
- nextcloud_announcements: 5.0.0
- notes: 5.0.0
- notifications: 6.0.0
- oauth2: 1.21.0
- onlyoffice: 10.0.0
- password_policy: 5.0.0
- photos: 6.0.0
- privacy: 5.0.0
- profile: 1.2.0
- provisioning_api: 1.23.0
- recommendations: 6.0.0
- related_resources: 4.0.0
- serverinfo: 5.0.0
- settings: 1.16.0
- sharebymail: 1.23.0
- support: 5.0.0
- survey_client: 5.0.0
- suspicious_login: 11.0.0
- systemtags: 1.23.0
- text: 7.0.1
- theming: 2.8.0
- twofactor_backupcodes: 1.22.0
- twofactor_nextcloud_notification: 7.0.0
- twofactor_totp: 15.0.0
- updatenotification: 1.23.0
- uppush: 2.4.0
- user_status: 1.13.0
- viewer: 6.0.0
- weather_status: 1.13.0
- webhook_listeners: 1.5.0
- workflowengine: 2.15.0
Disabled:- app_api: 33.0.0 (installed 32.0.0)
- testing: 1.23.0
- user_ldap: 1.24.0 (installed 1.22.0)
