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): 17.0.2
Operating system and version (eg, Ubuntu 17.04): CentOS 7
Apache or nginx version (eg, Apache 2.4.25): Apache/2.4.6
PHP version (eg, 7.1): PHP 7.2.17
The issue you are facing: When using the IOS app its really slow to load and when trying to load larger folders with pictures for example I get “error timed out” screenshot attached. This seems to be isolated to my account, I checked my wife’s account and its working fine (fast). What logs can I look at? Logs in Nextcloud don’t show anything.
Is this the first time you’ve seen this error? (Y/N): N
Steps to replicate it:
- Use My IOS app with my account
- Uninstalling and reinstalling app produces the same error.
The output of your Nextcloud log in Admin > Logging:
PASTE HERE
``
{"reqId":"XhtYV3zQoobXgpG7FlEZywAAAAI","level":2,"time":"2020-01-12T17:33:11+00:00","remoteAddr":"10.1.75.11","user":"--","app":"core","method":"GET","url":"\/index.php","message":"Renewing session token failed","userAgent":"Mozilla\/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit\/537.36 (KHTML, like Gecko) Chrome\/79.0.3945.117 Safari\/537.36","version":"17.0.2.1"}
{"reqId":"Xh6cURWCqjToMOdggRAqAAAAAAQ","level":3,"time":"2020-01-15T05:00:02+00:00","remoteAddr":"10.1.75.11","user":"--","app":"index","method":"GET","url":"\/index.php\/apps\/files\/ajax\/getstoragestats.php?dir=%2F","message":{"Exception":"Exception","Message":"Error 47 interacting with memcached : SERVER HAS FAILED AND IS DISABLED UNTIL TIMED RETRY","Code":0,"Trace":[{"file":"\/var\/www\/nextcloud\/lib\/private\/Memcache\/Memcached.php","line":117,"function":"verifyReturnCode","class":"OC\\Memcache\\Memcached","type":"->","args":[]},{"file":"\/var\/www\/nextcloud\/lib\/private\/App\/InfoParser.php","line":213,"function":"set","class":"OC\\Memcache\\Memcached","type":"->","args":["\/var\/www\/nextcloud\/apps\/accessibility\/appinfo\/info.xml1577565189","{\"id\":\"accessibility\",\"name\":\"Accessibility\",\"summary\":\"Accessibility options for nextcloud\",\"description\":\"Provides multiple accessibilities options to ease your use of Nextcloud\",\"version\":\"1.3.0\",\"licence\":\"agpl\",\"author\":\"John Molakvo\\u00e6\",\"namespace\":\"Accessibility\",\"default_enable\":\"\",\"category\":\"customization\",\"bugs\":\"https:\\\/\\\/github.com\\\/nextcloud\\\/server\\\/issues\",\"dependencies\":{\"nextcloud\":{\"@attributes\":{\"min-version\":\"17\",\"max-version\":\"17\"}}},\"settings\":{\"personal\":[\"OCA\\\\Accessibility\\\\Settings\\\\Personal\"],\"personal-section\":[\"OCA\\\\Accessibility\\\\Settings\\\\PersonalSection\"],\"admin\":[],\"admin-section\":[]},\"info\":[],\"remote\":[],\"public\":[],\"types\":[],\"repair-steps\":{\"install\":[],\"pre-migration\":[],\"post-migration\":[],\"live-migration\":[],\"uninstall\":[]},\"background-jobs\":[],\"two-factor-providers\":[],\"commands\":[],\"activity\":{\"filters\":[],\"settings\":[],\"providers\":[]}}"]},{"file":"\/var\/www\/nextcloud\/lib\/private\/App\/AppManager.php","line":466,"function":"parse","class":"OC\\App\\InfoParser","type":"->","args":["\/var\/www\/nextcloud\/apps\/accessibility\/appinfo\/info.xml"]},{"file":"\/var\/www\/nextcloud\/lib\/private\/legacy\/app.php","line":555,"function":"getAppInfo","class":"OC\\App\\AppManager","type":"->","args":["accessibility",false,null]},{"file":"\/var\/www\/nextcloud\/lib\/private\/AppFramework\/App.php","line":66,"function":"getAppInfo","class":"OC_App","type":"::","args":["accessibility"]},{"file":"\/var\/www\/nextcloud\/lib\/private\/legacy\/app.php","line":240,"function":"buildAppNamespace","class":"OC\\AppFramework\\App","type":"::","args":["accessibility"]},{"file":"\/var\/www\/nextcloud\/lib\/private\/legacy\/app.php","line":120,"function":"registerAutoloading","class":"OC_App","type":"::","args":["accessibility","\/var\/www\/nextcloud\/apps\/accessibility"]},{"file":"\/var\/www\/nextcloud\/lib\/base.php","line":640,"function":"loadApps","class":"OC_App","type":"::","args":[["session"]]},{"file":"\/var\/www\/nextcloud\/lib\/base.php","line":1078,"function":"init","class":"OC","type":"::","args":[]},{"file":"\/var\/www\/nextcloud\/index.php","line":40,"args":["\/var\/www\/nextcloud\/lib\/base.php"],"function":"require_once"}],"File":"\/var\/www\/nextcloud\/lib\/private\/Memcache\/Memcached.php","Line":225,"CustomMessage":"--"},"userAgent":"Mozilla\/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit\/537.36 (KHTML, like Gecko) Chrome\/79.0.3945.117 Safari\/537.36","version":"17.0.2.1"}
{"reqId":"Xh6cURWCqjToMOdggRAqAAAAAAQ","level":3,"time":"2020-01-15T05:00:02+00:00","remoteAddr":"10.1.75.11","user":"--","app":"core","method":"GET","url":"\/index.php\/apps\/files\/ajax\/getstoragestats.php?dir=%2F","message":{"Exception":"Exception","Message":"Error 47 interacting with memcached : SERVER HAS FAILED AND IS DISABLED UNTIL TIMED RETRY","Code":0,"Trace":[{"file":"\/var\/www\/nextcloud\/lib\/private\/Memcache\/Memcached.php","line":117,"function":"verifyReturnCode","class":"OC\\Memcache\\Memcached","type":"->","args":[]},{"file":"\/var\/www\/nextcloud\/lib\/private\/App\/InfoParser.php","line":213,"function":"set","class":"OC\\Memcache\\Memcached","type":"->","args":["\/var\/www\/nextcloud\/apps\/accessibility\/appinfo\/info.xml1577565189","{\"id\":\"accessibility\",\"name\":\"Accessibility\",\"summary\":\"Accessibility options for nextcloud\",\"description\":\"Provides multiple accessibilities options to ease your use of Nextcloud\",\"version\":\"1.3.0\",\"licence\":\"agpl\",\"author\":\"John Molakvo\\u00e6\",\"namespace\":\"Accessibility\",\"default_enable\":\"\",\"category\":\"customization\",\"bugs\":\"https:\\\/\\\/github.com\\\/nextcloud\\\/server\\\/issues\",\"dependencies\":{\"nextcloud\":{\"@attributes\":{\"min-version\":\"17\",\"max-version\":\"17\"}}},\"settings\":{\"personal\":[\"OCA\\\\Accessibility\\\\Settings\\\\Personal\"],\"personal-section\":[\"OCA\\\\Accessibility\\\\Settings\\\\PersonalSection\"],\"admin\":[],\"admin-section\":[]},\"info\":[],\"remote\":[],\"public\":[],\"types\":[],\"repair-steps\":{\"install\":[],\"pre-migration\":[],\"post-migration\":[],\"live-migration\":[],\"uninstall\":[]},\"background-jobs\":[],\"two-factor-providers\":[],\"commands\":[],\"activity\":{\"filters\":[],\"settings\":[],\"providers\":[]}}"]},{"file":"\/var\/www\/nextcloud\/lib\/private\/App\/AppManager.php","line":466,"function":"parse","class":"OC\\App\\InfoParser","type":"->","args":["\/var\/www\/nextcloud\/apps\/accessibility\/appinfo\/info.xml"]},{"file":"\/var\/www\/nextcloud\/lib\/private\/legacy\/app.php","line":555,"function":"getAppInfo","class":"OC\\App\\AppManager","type":"->","args":["accessibility",false,null]},{"file":"\/var\/www\/nextcloud\/lib\/private\/AppFramework\/App.php","line":66,"function":"getAppInfo","class":"OC_App","type":"::","args":["accessibility"]},{"file":"\/var\/www\/nextcloud\/lib\/private\/legacy\/app.php","line":240,"function":"buildAppNamespace","class":"OC\\AppFramework\\App","type":"::","args":["accessibility"]},{"file":"\/var\/www\/nextcloud\/lib\/private\/legacy\/app.php","line":120,"function":"registerAutoloading","class":"OC_App","type":"::","args":["accessibility","\/var\/www\/nextcloud\/apps\/accessibility"]},{"file":"\/var\/www\/nextcloud\/lib\/base.php","line":640,"function":"loadApps","class":"OC_App","type":"::","args":[["session"]]},{"file":"\/var\/www\/nextcloud\/lib\/base.php","line":1078,"function":"init","class":"OC","type":"::","args":[]},{"file":"\/var\/www\/nextcloud\/index.php","line":40,"args":["\/var\/www\/nextcloud\/lib\/base.php"],"function":"require_once"}],"File":"\/var\/www\/nextcloud\/lib\/private\/Memcache\/Memcached.php","Line":225,"CustomMessage":"--"},"userAgent":"Mozilla\/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit\/537.36 (KHTML, like Gecko) Chrome\/79.0.3945.117 Safari\/537.36","version":"17.0.2.1"}
{"reqId":"Xh6cURWCqjToMOdggRAqAAAAAAQ","level":3,"time":"2020-01-15T05:00:02+00:00","remoteAddr":"10.1.75.11","user":"--","app":"core","method":"GET","url":"\/index.php\/apps\/files\/ajax\/getstoragestats.php?dir=%2F","message":{"Exception":"Exception","Message":"Error 47 interacting with memcached : SERVER HAS FAILED AND IS DISABLED UNTIL TIMED RETRY","Code":0,"Trace":[{"file":"\/var\/www\/nextcloud\/lib\/private\/Memcache\/Memcached.php","line":117,"function":"verifyReturnCode","class":"OC\\Memcache\\Memcached","type":"->","args":[]},{"file":"\/var\/www\/nextcloud\/lib\/private\/App\/InfoParser.php","line":213,"function":"set","class":"OC\\Memcache\\Memcached","type":"->","args":["\/var\/www\/nextcloud\/apps\/activity\/appinfo\/info.xml1577565189","{\"id\":\"activity\",\"name\":\"Activity\",\"summary\":\"This application enables users to view actions related to their files in Nextcloud.\",\"description\":\"\\n\\t\\tThis application enables users to view actions related to their files in Nextcloud.\\n\\t\\tOnce enabled, users will see a new icon \\u201cActivity\\u201d in their apps menu.\\n\\t\\tWhen clicked, a new page appears for users to track the activity related to files \\u2013 from new files, to deleted files, move, rename, updates and shared activity.\\n\\t\\tThe user can configure their individual activity settings in their personal menu.\\n\\t\\tThis sets the type of activity to record, as well as whether to the user sees their own activities,\\n\\t\\twhether these are only available online, and whether they get an email digest on a regular basis.\\n\\t\\tMore information is available in the Activity documentation.\\n\\t\",\"version\":\"2.10.1\",\"licence\":\"agpl\",\"author\":[\"Frank Karlitschek\",\"Joas Schilling\"],\"default_enable\":\"\",\"types\":[\"filesystem\"],\"documentation\":{\"admin\":\"https:\\\/\\\/docs.nextcloud.org\\\/server\\\/14\\\/admin_manual\\\/configuration_server\\\/activity_configuration.html\"},\"category\":[\"monitoring\",\"social\"],\"website\":\"https:\\\/\\\/github.com\\\/nextcloud\\\/activity\\\/\",\"bugs\":\"https:\\\/\\\/github.com\\\/nextcloud\\\/activity\\\/issues\",\"repository\":\"https:\\\/\\\/github.com\\\/nextcloud\\\/activity.git\",\"dependencies\":{\"nextcloud\":{\"@attributes\":{\"min-version\":\"17\",\"max-version\":\"17\"}}},\"background-jobs\":[\"OCA\\\\Activity\\\\BackgroundJob\\\\EmailNotification\",\"OCA\\\\Activity\\\\BackgroundJob\\\\ExpireActivities\"],\"commands\":{\"command\":\"OCA\\\\Activity\\\\Command\\\\SendEmails\"},\"settings\":{\"admin\":[\"OCA\\\\Activity\\\\Settings\\\\Admin\"],\"admin-section\":[\"OCA\\\\Activity\\\\Settings\\\\AdminSection\"],\"personal\":[\"OCA\\\\Activity\\\\Settings\\\\Personal\"],\"personal-section\":[\"OCA\\\\Activity\\\\Settings\\\\PersonalSection\"]},\"activity\":{\"filters\":[\"OCA\\\\Activity\\\\Filter\\\\AllFilter\",\"OCA\\\\Activity\\\\Filter\\\\SelfFilter\",\"OCA\\\\Activity\\\\Filter\\\\ByFilter\"],\"settings\":[],\"providers\":[]},\"navigations\":{\"navigation\":[{\"name\":\"Activity\",\"route\":\"activity.Activities.showList\",\"icon\":\"activity.svg\",\"order\":\"1\"}]},\"info\":[],\"remote\":[],\"public\":[],\"repair-steps\":{\"install\":[],\"pre-migration\":[],\"post-migration\":[],\"live-migration\":[],\"uninstall\":[]},\"two-factor-providers\":[]}"]},{"file":"\/var\/www\/nextcloud\/lib\/private\/App\/AppManager.php","line":466,"function":"parse","class":"OC\\App\\InfoParser","type":"->","args":["\/var\/www\/nextcloud\/apps\/activity\/appinfo\/info.xml"]},{"file":"\/var\/www\/nextcloud\/lib\/private\/legacy\/app.php","line":555,"function":"getAppInfo","class":"OC\\App\\AppManager","type":"->","args":["activity",false,null]},{"file":"\/var\/www\/nextcloud\/lib\/private\/AppFramework\/App.php","line":66,"function":"getAppInfo","class":"OC_App","type":"::","args":["activity"]},{"file":"\/var\/www\/nextcloud\/lib\/private\/legacy\/app.php","line":240,"function":"buildAppNamespace","class":"OC\\AppFramework\\App","type":"::","args":["activity"]},{"file":"\/var\/www\/nextcloud\/lib\/private\/legacy\/app.php","line":120,"function":"registerAutoloading","class":"OC_App","type":"::","args":["activity","\/var\/www\/nextcloud\/apps\/activity"]},{"file":"\/var\/www\/nextcloud\/lib\/private\/legacy\/util.php","line":196,"function":"loadApps","class":"OC_App","type":"::","args":[["filesystem"]]},{"file":"\/var\/www\/nextcloud\/lib\/private\/Files\/Filesystem.php","line":266,"function":"setupFS","class":"OC_Util","type":"::","args":[""]},{"file":"\/var\/www\/nextcloud\/lib\/private\/Server.php","line":291,"function":"getMountManager","class":"OC\\Files\\Filesystem","type":"::","args":[null]},{"file":"\/var\/www\/nextcloud\/3rdparty\/pimple\/pimple\/src\/Pimple\/Container.php","line":118,"function":"OC\\{closure}","class":"OC\\Server","type":"->","args":["*** sensitive parameters replaced ***"]},{"file":"\/var\/www\/nextcloud\/lib\/private\/ServerContainer.php","line":120,"function":"offsetGet","class":"Pimple\\Container","type":"->","args":["RootFolder"]},{"file":"\/var\/www\/nextcloud\/lib\/private\/Server.php","line":313,"function":"query","class":"OC\\ServerContainer","type":"->","args":["RootFolder"]},{"function":"OC\\{closure}","class":"OC\\Server","type":"->","args":["*** sensitive parameters replaced ***"]},{"file":"\/var\/www\/nextcloud\/lib\/private\/Files\/Node\/LazyRoot.php","line":61,"function":"call_user_func","args":[{"__class__":"Closure"}]},{"file":"\/var\/www\/nextcloud\/lib\/private\/Files\/Node\/LazyRoot.php","line":141,"function":"__call","class":"OC\\Files\\Node\\LazyRoot","type":"->","args":["get",["appdata_ocali9dhu732\/js\/core"]]},{"file":"\/var\/www\/nextcloud\/lib\/private\/Files\/AppData\/AppData.php","line":140,"function":"get","class":"OC\\Files\\Node\\LazyRoot","type":"->","args":["appdata_ocali9dhu732\/js\/core"]},{"file":"\/var\/www\/nextcloud\/lib\/private\/Template\/JSCombiner.php","line":94,"function":"getFolder","class":"OC\\Files\\AppData\\AppData","type":"->","args":["core"]},{"file":"\/var\/www\/nextcloud\/lib\/private\/Template\/JSResourceLocator.php","line":114,"function":"process","class":"OC\\Template\\JSCombiner","type":"->","args":["\/var\/www\/nextcloud","core\/js\/merged-template-prepend.json","core"]},{"file":"\/var\/www\/nextcloud\/lib\/private\/Template\/JSResourceLocator.php","line":70,"function":"cacheAndAppendCombineJsonIfExist","class":"OC\\Template\\JSResourceLocator","type":"->","args":["\/var\/www\/nextcloud","core\/js\/merged-template-prepend.json"]},{"file":"\/var\/www\/nextcloud\/lib\/private\/Template\/ResourceLocator.php","line":78,"function":"doFind","class":"OC\\Template\\JSResourceLocator","type":"->","args":["js\/merged-template-prepend"]},{"file":"\/var\/www\/nextcloud\/lib\/private\/TemplateLayout.php","line":341,"function":"find","class":"OC\\Template\\ResourceLocator","type":"->","args":[["core\/js\/dist\/main","js\/merged-template-prepend","search\/js\/search","core\/l10n\/en","search\/l10n\/en","search\/js\/searchprovider","js\/files\/fileinfo","js\/files\/client"]]},{"file":"\/var\/www\/nextcloud\/lib\/private\/TemplateLayout.php","line":169,"function":"findJavascriptFiles","class":"OC\\TemplateLayout","type":"::","args":[["core\/js\/dist\/main","js\/merged-template-prepend","search\/js\/search","core\/l10n\/en","search\/l10n\/en","search\/js\/searchprovider","js\/files\/fileinfo","js\/files\/client"]]},{"file":"\/var\/www\/nextcloud\/lib\/private\/legacy\/template.php","line":183,"function":"__construct","class":"OC\\TemplateLayout","type":"->","args":["error",""]},{"file":"\/var\/www\/nextcloud\/lib\/private\/Template\/Base.php","line":131,"function":"fetchPage","class":"OC_Template","type":"->","args":[]},{"file":"\/var\/www\/nextcloud\/lib\/private\/legacy\/template.php","line":332,"function":"printPage","class":"OC\\Template\\Base","type":"->","args":[]},{"file":"\/var\/www\/nextcloud\/index.php","line":69,"function":"printExceptionErrorPage","class":"OC_Template","type":"::","args":[{"__class__":"Exception"},500]}],"File":"\/var\/www\/nextcloud\/lib\/private\/Memcache\/Memcached.php","Line":225,"CustomMessage":"--"},"userAgent":"Mozilla\/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit\/537.36 (KHTML, like Gecko) Chrome\/79.0.3945.117 Safari\/537.36","version":"17.0.2.1"}
The output of your config.php file in `/path/to/nextcloud` (make sure you remove any identifiable information!):
PASTE HERE
<?php
$CONFIG = array (
'trusted_domains' =>
array (
0 => 'x.x.x.x,
1 => 'fqdn',
2 => 'fqdn2',
),
'datadirectory' => '/var/www/nextcloud_data',
'dbtype' => 'mysql',
'version' => '17.0.2.1',
'dbname' => 'dbname',
'dbhost' => 'localhost',
'dbport' => '',
'dbtableprefix' => 'oc_',
'dbuser' => 'nextcloud_user',
'dbpassword' => 'dbpassword',
'installed' => true,
'mail_smtpmode' => 'smtp',
'mail_from_address' => 'nextcloud',
'mail_domain' => 'fqdn',
'mail_smtphost' => 'smtp.domain.com',
'mail_smtpport' => '587',
'memcache.local' => '\\OC\\Memcache\\Memcached',
'maintenance' => false,
'theme' => '',
'loglevel' => 2,
'app_install_overwrite' =>
array (
0 => 'calendar',
1 => 'tasks',
),
'twofactor_enforced' => 'false',
'twofactor_enforced_groups' =>
array (
),
'twofactor_enforced_excluded_groups' =>
array (
0 => 'users',
1 => 'admin',
),
'mail_sendmailmode' => 'smtp',
'mail_smtpauthtype' => 'LOGIN',
'mail_smtpsecure' => 'tls',
'mail_smtpauth' => 1,
'mail_smtpname' => 'username',
'mail_smtppassword' => 'pass',
'mysql.utf8mb4' => true,
'updater.release.channel' => 'stable',
'overwrite.cli.url' => 'https://fqdn',
The output of your Apache/nginx/system log in `/var/log/____`:
PASTE HERE
I have a bunch of logs in /var/log/httpd/(which one)
access_log error_log-20191222 nextcloud-access_log nextcloud-access_log-20200112 nextcloud-error_log-20191030 ssl_access_log-20191229 ssl_error_log-20191222 ssl_request_log ssl_request_log-20200112
access_log-20181005 error_log-20191229 nextcloud-access_log-20191222 nextcloud-error_log nextcloud-error_log-20191108 ssl_access_log-20200105 ssl_error_log-20191229 ssl_request_log-20191222
access_log-20181020 error_log-20200105 nextcloud-access_log-20191229 nextcloud-error_log-20191013 ssl_access_log ssl_access_log-20200112 ssl_error_log-20200105 ssl_request_log-20191229
error_log error_log-20200112 nextcloud-access_log-20200105 nextcloud-error_log-20191020 ssl_access_log-20191222 ssl_error_log ssl_error_log-20200112 ssl_request_log-20200105