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
Hello everyone!
Since a good while I’m facing a very weird issue and need some technical support for troubleshooting.
I really want to get around it and I know it is probably just a minor switch or minor code snippet or line that is the reason for this behavior. I really hope someone out there is able to navigate me throw. What I was able to do and what I thought that might be able I already tested.
Nextcloud version: 26.0.3
Operating system and version: Ubuntu 22.04 LTS (x86_64)
Apache or nginx version: Apache 2.4
PHP version: PHP 8.1.20
At certain conditions my Nextcloud loads new pages (e.g. if you switch from Files to Calendar) very slow (after loading background it hangs for a little bit and then loads everthing else) but all future server requests are fast (e.g. if you navigate throw directories in the files app).
To be more specific, this issue happes whenever access from outside of my private Network (e.g. via mobile network or via Tor network) via an login to a private/incognito browser window or if I’m not already logged / never were logged in (not sure how specific this one is, I’ve just seen both). Even the login page takes recognizable longer to load.
This also happens to mobile clients on Android (can’t test iOS), e.g. Notes App or the Files app whenever you open a file in Nextcloud Text or Nextcloud Office. It takes very long, so all the time the “uh, it needs very long, something might be wrong” shows all the time. Opening a file takes about 20 to 60s and opening a new page takes about 20 to 30s even if every future server interaction is very fast.
I tested with ANY app DISABLED, the issue is still there!
Except the theming app, I can’t try to disable the theming app as this is not possible anymore in the current NC versions. I want to disable this app to test if the “regonice system theme” may be the problem here.
And yes, I’m not sure if the server is hanging or the client page. I assume the server but why it is client depending then?
This issue persists for more then a half year, maybe one year (not sure when it started exactly, it is a while).
Is this the first time you’ve seen this error? (Y/N): Yes.
Steps to replicate it:
- Open and login to your common browser window. (You are probably logged in already there.)
- Also open and login to a private/incognitor browser window.
- Now switch between both windows and navigate throw Files and Calendar. Maybe you’ll will see a difference between the loading time.
Here a system report with config and logs:
Link: DragonCloud
Passwort: UgsomjWBYj
And here all the other logs, like Apache, PHP, Nextcloud:
Link: DragonCloud
Passwort: MfRzxhbduZ
Note:
Today I tested did a lot tests. You will see a lot of stuff there probably. I hope you can find something there.
Also, yesterday I migrated to a new server with better performance and differenc architecture (arm64 → x86_64). The issue is still there and just more visible.
Later this day I want to try if I can setup a Nextcloud behind a NAT network within my private Network using a VM and try to reproduce that with a fresh installation. But not sure if this is comparable. I will post it here if I got around.
Here a quick video showing the problem and the potential script (last few seconds) that let everything hang:
Thank you already a lot for taking time to read this!
For any more informations, let me know, I tell you!