Support intro
Sorry to hear youâre facing problems
help.nextcloud.com is for home/non-enterprise users. If youâre 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 isnât supplied; for fastest response please provide as much as you can
Nextcloud version (eg, 20.0.5): A fairly old version
Operating system and version (eg, Ubuntu 20.04): Ubuntu 20.04.4 LTS x86_64
Apache or nginx version (eg, Apache 2.4.25): replace me
Donât know how to find this.
PHP version (eg, 7.4): 2:7.4+75
The issue you are facing: I am unable to âForgot my passwordâ as the email never reaches my inbox. I am the administrator of this nextcloud but I donât know the administrator account name. There is nothing useful stored in the cloud right now.
I have access the the machine it runs on as root if need be. I installed this months ago and did not have time to do anything with it. Re-installing is an option. I do not know how to uninstall.
There does seem to be a /var/snap/nextcloud
Is this the first time youâve seen this error? (Y/N):Y
Steps to replicate it:
- Try to login but do not know password
- Ask for reset password "forgot passwordâ
- See that mail does not arrive
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!):
PASTE HERE
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.
PASTE HERE
no www under /var