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): 21.0.9
Operating system and version (eg, Ubuntu 20.04): Fedora 32
Apache or nginx version (eg, Apache 2.4.25): apache 2.4.46
PHP version (eg, 7.4): 7.4.16
The issue you are facing:
Running sudo apache php updater.phar times out.
Is this the first time you’ve seen this error? (Y/N): Y
Steps to replicate it:
- Run
sudo apache php updater.phar
Output of above command:
sudo -u apache php updater.php -vvv
Nextcloud Updater - version: v20.0.0beta4-11-g68fa0d4
Current version is 21.0.9.
[Exception]
Could not do request to updater server: Operation timed out after 300198 milliseconds with 0 out of 0 bytes receive
d
Exception trace:
() at /data/nextcloud/nextcloud/updater/lib/Updater.php:472
NC\Updater\Updater->getUpdateServerResponse() at /data/nextcloud/nextcloud/updater/lib/Updater.php:119
NC\Updater\Updater->checkForUpdate() at /data/nextcloud/nextcloud/updater/lib/UpdateCommand.php:147
NC\Updater\UpdateCommand->execute() at /data/nextcloud/nextcloud/updater/vendor/symfony/console/Command/Command.php:256
Symfony\Component\Console\Command\Command->run() at /data/nextcloud/nextcloud/updater/vendor/symfony/console/Application.php:820
Symfony\Component\Console\Application->doRunCommand() at /data/nextcloud/nextcloud/updater/vendor/symfony/console/Application.php:187
Symfony\Component\Console\Application->doRun() at /data/nextcloud/nextcloud/updater/vendor/symfony/console/Application.php:118
Symfony\Component\Console\Application->run() at /data/nextcloud/nextcloud/updater/updater.php:10
update [--no-backup]
The output of your Nextcloud log in Admin > Logging:
N/A.
The output of your config.php file in /path/to/nextcloud (make sure you remove any identifiable information!):
<?php
$CONFIG = array (
'instanceid' => 'ocm8cfo50atz',
'passwordsalt' => 'bm9dI9kp9LW9neBn/hJ55ap+9oMFYl',
'secret' => '',
'trusted_domains' =>
array (
0 => 'own.edgar-matzinger.nl',
),
'trusted_proxies' =>
array (
0 => '192.168.178.151',
1 => '2a02:a45e:69e8:1:192:168:178:151',
),
'datadirectory' => '/data/nextcloud/data',
'version' => '21.0.9.1',
'dbtype' => 'mysql',
'dbname' => 'cloud',
'dbhost' => 'localhost',
'dbuser' => 'own',
'dbpassword' => '0wnCloud!',
'dbtableprefix' => 'oc_',
'installed' => true,
'default_language' => 'en',
'default_locale' => 'en_US',
'defaultapp' => 'files',
'knowledgebaseenabled' => true,
'allow_user_to_change_display_name' => true,
'remember_login_cookie_lifetime' => 1296000,
'session_lifetime' => 86400,
'session_keepalive' => true,
'token_auth_enforced' => false,
'auth.bruteforce.protection.enabled' => true,
'skeletondirectory' => '/path/to/nextcloud/core/skeleton',
'mail_domain' => 'edgar-matzinger.nl',
'mail_from_address' => 'nextcloud',
'mail_smtpdebug' => false,
'mail_smtpmode' => 'smtp',
'mail_smtphost' => '127.0.0.1',
'mail_smtpport' => 25,
'mail_smtptimeout' => 10,
'mail_smtpsecure' => '',
'mail_smtpauth' => true,
'mail_smtpauthtype' => 'LOGIN',
'mail_smtpname' => 'nextcloud',
'mail_smtppassword' => '1051f673-35ee-4fea-be68-cf6c8347045e',
'mail_template_class' => '\\OC\\Mail\\EMailTemplate',
'mail_send_plaintext_only' => false,
'mail_smtpstreamoptions' =>
array (
),
'mail_sendmailmode' => 'smtp',
'overwritehost' => '',
'overwriteprotocol' => 'https',
'overwritewebroot' => '',
'overwritecondaddr' => '',
'overwrite.cli.url' => 'https://own.edgar-matzinger.nl/',
'htaccess.RewriteBase' => '/',
'htaccess.IgnoreFrontController' => false,
'proxy' => '',
'proxyuserpwd' => '',
'trashbin_retention_obligation' => 'auto',
'versions_retention_obligation' => 'auto',
'appcodechecker' => true,
'updatechecker' => true,
'updater.server.url' => 'https://updates.nextcloud.com/updater_server/',
'updater.release.channel' => 'stable',
'has_internet_connection' => true,
'connectivity_check_domains' =>
array (
0 => 'www.nextcloud.com',
1 => 'www.startpage.com',
2 => 'www.eff.org',
3 => 'www.edri.org',
),
'check_for_working_wellknown_setup' => true,
'check_for_working_htaccess' => true,
'check_data_directory_permissions' => true,
'config_is_read_only' => false,
'logtimezone' => 'UTC',
'log_type' => 'file',
'loglevel' => '0',
'logfile' => '/data/log/owncloud.log',
'logfilemode' => 416,
'syslog_tag' => 'Nextcloud',
'log.condition' =>
array (
'shared_secret' => '57b58edb6637fe3059b3595cf9c41b9',
'users' =>
array (
0 => 'sample-user',
),
'apps' =>
array (
0 => 'files',
),
),
'logdateformat' => 'F d, Y H:i:s',
'log_query' => false,
'log_rotate_size' => 104857600,
'customclient_desktop' => 'https://nextcloud.com/install/#install-clients',
'customclient_android' => 'https://play.google.com/store/apps/details?id=com.nextcloud.client',
'customclient_ios' => 'https://itunes.apple.com/us/app/nextcloud/id1125420102?mt=8',
'customclient_ios_appid' => '1125420102',
'appstoreenabled' => true,
'apps_paths' =>
array (
0 =>
array (
'path' => '/data/nextcloud/nextcloud/apps',
'url' => '/apps',
'writable' => true,
),
),
'enable_previews' => true,
'preview_max_x' => 4096,
'preview_max_y' => 4096,
'preview_max_filesize_image' => 50,
'preview_libreoffice_path' => '/usr/bin/libreoffice',
'preview_office_cl_parameters' => ' --headless --nologo --nofirststartwizard --invisible --norestore --convert-to png --outdir ',
'enabledPreviewProviders' =>
array (
0 => 'OC\\Preview\\PNG',
1 => 'OC\\Preview\\JPEG',
2 => 'OC\\Preview\\GIF',
3 => 'OC\\Preview\\HEIC',
4 => 'OC\\Preview\\BMP',
5 => 'OC\\Preview\\XBitmap',
6 => 'OC\\Preview\\MP3',
7 => 'OC\\Preview\\TXT',
8 => 'OC\\Preview\\MarkDown',
),
'ldapUserCleanupInterval' => 51,
'sort_groups_by_name' => false,
'comments.managerFactory' => '\\OC\\Comments\\ManagerFactory',
'systemtags.managerFactory' => '\\OC\\SystemTag\\ManagerFactory',
'maintenance' => false,
'cache_path' => '',
'cache_chunk_gc_ttl' => 86400,
'sharing.managerFactory' => '\\OC\\Share20\\ProviderFactory',
'sharing.maxAutocompleteResults' => 0,
'sharing.minSearchStringLength' => 0,
'sharing.enable_share_accept' => false,
'sharing.force_share_accept' => false,
'dbdriveroptions' =>
array (
1002 => 'SET wait_timeout = 28800',
),
'sqlite.journal_mode' => 'DELETE',
'mysql.utf8mb4' => true,
'supportedDatabases' =>
array (
0 => 'mysql',
),
'tempdirectory' => '/data/nextcloud/data/tmp',
'hashing_default_password' => true,
'hashingMemoryCost' => 65536,
'hashingTimeCost' => 4,
'hashingThreads' => 1,
'hashingCost' => 10,
'blacklisted_files' =>
array (
0 => '.htaccess',
),
'share_folder' => '/',
'theme' => '',
'cipher' => 'AES-256-CFB',
'minimum.supported.desktop.version' => '2.0.0',
'quota_include_external_storage' => false,
'external_storage.auth_availability_delay' => 1800,
'filesystem_check_changes' => 0,
'part_file_in_storage' => true,
'mount_file' => '/data/nextcloud/data/mount.json',
'filesystem_cache_readonly' => false,
'forwarded_for_headers' =>
array (
0 => 'HTTP_X_FORWARDED',
1 => 'HTTP_FORWARDED_FOR',
),
'max_filesize_animated_gifs_public_sharing' => 10,
'filelocking.enabled' => true,
'filelocking.ttl' => 3600,
'filelocking.debug' => false,
'upgrade.disable-web' => false,
'debug' => false,
'data-fingerprint' => '',
'copied_sample_config' => false,
'gs.enabled' => false,
'gs.federation' => 'internal',
'csrf.optout' =>
array (
0 => '/^WebDAVFS/',
1 => '/^Microsoft-WebDAV-MiniRedir/',
),
'simpleSignUpLink.shown' => false,
'login_form_autocomplete' => true,
'default_phone_region' => 'NL',
'updater.secret' => '$2y$10$BMifsrNK2OhHsqcM3sdt6uXWwUHwT/6dvmGVzhsufVy7xlov/AfjK',
);
The output of your Apache/nginx/system log in /var/log/____:
N/A
Output updater.log:
2022-04-25T19:07:51+0000 81wpb0w3Mj [info] updater cli is executed
2022-04-25T19:07:51+0000 81wpb0w3Mj [info] currentStep()
2022-04-25T19:07:51+0000 81wpb0w3Mj [info] current version: 21.0.9 build time: 2022-02-15T14:07:24+00:00 c674a20ddbfa5f64ffd69d9d668842e9882c2033
2022-04-25T19:07:51+0000 81wpb0w3Mj [info] getUpdateServerResponse()
2022-04-25T19:07:51+0000 81wpb0w3Mj [info] updaterServer: https://updates.nextcloud.com/updater_server/
2022-04-25T19:07:51+0000 81wpb0w3Mj [info] releaseChannel: stable
2022-04-25T19:07:51+0000 81wpb0w3Mj [info] internal version: 21.0.9.1
2022-04-25T19:07:51+0000 81wpb0w3Mj [info] updateURL: https://updates.nextcloud.com/updater_server/?version=21x0x9x1xxxstablexx2022-02-15T14%3A07%3A24%2B00%3A00+c674a20ddbfa5f64ffd69d9d668842e9882c2033x7x4x16
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.
N/A