(Managed) Nexcloud: Update failed - only white screen (no shell access)

Hey folks,

we have been running a managed Nextcloud without shell access for three years. Yesterday I ran the web updater to update to 28.0.1. Apparently, our webspace was full and the update failed. Now all I see is a white, blank screen when trying to access the Nextcloud. I can apparently run the updater again (when deleting the .step file in /data/updater-*/ but I get another white screen after clicking the " Continue with web based updater" button of step 12 of the web updater.

The updater shows the version as 28.0.1 but in the config.php it still says 27.1.5.1.

I found some helpful threads but since we don’t have shell/occ access I can’t run any commands.

I’m at a loss and because of lack of broadwidth internet (very rural area) I can’t just download 85 GB and setup a new nextcloud instance.

Does anybody have any ideas to rescue our nextcloud instance or should we call it and begin setting up a new one?

Here is our config.php

<?php
$CONFIG = array (
  'instanceid' => '(hidden)',
  'passwordsalt' => '(hidden)',
  'secret' => '(hidden)',
  'trusted_domains' => 
  array (
    0 => 'cloud.(hidden).de',
    1 => 'www.cloud.(hidden).de',
  ),
  'datadirectory' => '/www/htdocs/w0180a6b/cloud/data',
  'trashbin_retention_obligation' => 'auto',
  'dbtype' => 'mysql',
  'version' => '27.1.5.1',
  'overwrite.cli.url' => 'http://cloud.(hidden).de',
  'dbname' => '(hidden)',
  'dbhost' => 'localhost',
  'dbport' => '',
  'dbtableprefix' => 'EddEM_',
  'mysql.utf8mb4' => true,
  'dbuser' => '(hidden)',
  'dbpassword' => '(hidden)',
  'installed' => true,
  'tempdirectory' => '/www/htdocs/w0180a6b/cloud/tmp/',
  'mail_smtpmode' => 'sendmail',
  'mail_sendmailmode' => 'pipe',
  'mail_from_address' => 'info',
  'mail_domain' => '(hidden)',
  'maintenance' => false,
  'theme' => '',
  'loglevel' => 0,
  'default_phone_region' => 'DE',
  'app_install_overwrite' => 
  array (
    0 => 'groupfolders',
    1 => 'documentserver_community',
    2 => 'richdocuments',
    3 => 'occweb',
  ),
  'updater.release.channel' => 'stable',
  'updater.secret' => '(hidden)',
);

Here is the updater.log entry from the time everything went to sh*t:

2024-01-19T11:31:02+0100 Xi9qxCVsuL [info] request to updater
2024-01-19T11:31:02+0100 Xi9qxCVsuL [info] currentStep()
2024-01-19T11:31:02+0100 Xi9qxCVsuL [info] show HTML page
2024-01-19T11:31:02+0100 Xi9qxCVsuL [info] current version: 27.1.5 build time: 2023-12-14T10:48:29+00:00 9b6551d4c8b62d10ad72c59d8cd9e69234cd76f0
2024-01-19T11:31:03+0100 Xi9qxCVsuL [info] getUpdateServerResponse()
2024-01-19T11:31:03+0100 Xi9qxCVsuL [info] updaterServer: https://updates.nextcloud.com/updater_server/
2024-01-19T11:31:03+0100 Xi9qxCVsuL [info] releaseChannel: stable
2024-01-19T11:31:03+0100 Xi9qxCVsuL [info] internal version: 27.1.5.1
2024-01-19T11:31:03+0100 Xi9qxCVsuL [info] updateURL: https://updates.nextcloud.com/updater_server/?version=27x1x5x1xxxstablexx2023-12-14T10%3A48%3A29%2B00%3A00+9b6551d4c8b62d10ad72c59d8cd9e69234cd76f0x8x1x26
2024-01-19T11:31:03+0100 Xi9qxCVsuL [info] getUpdateServerResponse response: Array
(
    [version] => 28.0.1.1
    [versionstring] => Nextcloud 28.0.1
    [url] => https://download.nextcloud.com/server/releases/nextcloud-28.0.1.zip
    [web] => https://docs.nextcloud.com/server/28/admin_manual/maintenance/upgrade.html
    [changes] => https://updates.nextcloud.com/changelog_server/?version=28.0.1
    [autoupdater] => 1
    [eol] => 0
    [signature] => PB7AjlVnpiDLYiytmWieowBCOgK5WJU9GywGwU6JSSBMrWBGAnxq8jSyzixffii2
gqKN8LEYwlv2jG1HHU94JIV7YCP+vBMtRt7W4u3y4vh1x7lwRw/axhuFxa0wq159
DjHIiY//tp8qabdQMZzU9V8Kdzo1nfDMJsGA+dk3reP8PpplsbwvjbzwFSab2blN
ap3M8fqq7PvLgY/yf89Al1uwajFKP536qdafIJEgnl27AMGLx2DlBengLyja2YuS
IGuxKrdHrFMPTEf85VawKbT6ppih4A4DIzUoQ9aYI84a/Cg6Bhg4XzHaK4zsquGJ
Ab9YM6+UnBP51pSst3KNSA==
)

2024-01-19T11:31:03+0100 Xi9qxCVsuL [info] checkForUpdate() Array
(
    [version] => 28.0.1.1
    [versionstring] => Nextcloud 28.0.1
    [url] => https://download.nextcloud.com/server/releases/nextcloud-28.0.1.zip
    [web] => https://docs.nextcloud.com/server/28/admin_manual/maintenance/upgrade.html
    [changes] => https://updates.nextcloud.com/changelog_server/?version=28.0.1
    [autoupdater] => 1
    [eol] => 0
    [signature] => PB7AjlVnpiDLYiytmWieowBCOgK5WJU9GywGwU6JSSBMrWBGAnxq8jSyzixffii2
gqKN8LEYwlv2jG1HHU94JIV7YCP+vBMtRt7W4u3y4vh1x7lwRw/axhuFxa0wq159
DjHIiY//tp8qabdQMZzU9V8Kdzo1nfDMJsGA+dk3reP8PpplsbwvjbzwFSab2blN
ap3M8fqq7PvLgY/yf89Al1uwajFKP536qdafIJEgnl27AMGLx2DlBengLyja2YuS
IGuxKrdHrFMPTEf85VawKbT6ppih4A4DIzUoQ9aYI84a/Cg6Bhg4XzHaK4zsquGJ
Ab9YM6+UnBP51pSst3KNSA==
)

2024-01-19T11:31:03+0100 Xi9qxCVsuL [info] getChangelogURL()
2024-01-19T11:31:03+0100 Xi9qxCVsuL [info] end of checkForUpdate() Update to Nextcloud 28.0.1 available. (channel: "stable")<br /><span class="light">Following file will be downloaded automatically:</span> <code class="light">https://download.nextcloud.com/server/releases/nextcloud-28.0.1.zip</code><br /><a class="external_link" href="https://nextcloud.com/changelog/#28-0-1" target="_blank" rel="noreferrer noopener">Open changelog ↗</a>
2024-01-19T11:31:07+0100 OqbD7rGRBL [info] request to updater
2024-01-19T11:31:07+0100 OqbD7rGRBL [info] currentStep()
2024-01-19T11:31:07+0100 OqbD7rGRBL [info] POST request for step "1"
2024-01-19T11:31:07+0100 OqbD7rGRBL [info] startStep("1")
2024-01-19T11:31:07+0100 OqbD7rGRBL [info] checkForExpectedFilesAndFolders()
2024-01-19T11:31:07+0100 OqbD7rGRBL [info] end of checkForExpectedFilesAndFolders()
2024-01-19T11:31:07+0100 OqbD7rGRBL [info] endStep("1")
2024-01-19T11:31:07+0100 BJaJ4KkbAh [info] request to updater
2024-01-19T11:31:07+0100 BJaJ4KkbAh [info] currentStep()
2024-01-19T11:31:07+0100 BJaJ4KkbAh [info] Step 1 is in state "end".
2024-01-19T11:31:07+0100 BJaJ4KkbAh [info] POST request for step "2"
2024-01-19T11:31:07+0100 BJaJ4KkbAh [info] startStep("2")
2024-01-19T11:31:07+0100 BJaJ4KkbAh [info] checkWritePermissions()
2024-01-19T11:31:07+0100 BJaJ4KkbAh [info] end of checkWritePermissions()
2024-01-19T11:31:07+0100 BJaJ4KkbAh [info] endStep("2")
2024-01-19T11:31:08+0100 9ejN8zWKhb [info] request to updater
2024-01-19T11:31:08+0100 9ejN8zWKhb [info] currentStep()
2024-01-19T11:31:08+0100 9ejN8zWKhb [info] Step 2 is in state "end".
2024-01-19T11:31:08+0100 9ejN8zWKhb [info] POST request for step "3"
2024-01-19T11:31:08+0100 9ejN8zWKhb [info] startStep("3")
2024-01-19T11:31:08+0100 9ejN8zWKhb [info] createBackup()
2024-01-19T11:31:08+0100 9ejN8zWKhb [info] backup folder location: /www/htdocs/w0180a6b/cloud/data/updater-ocgi9w1y2wnk/backups/nextcloud-27.1.5.1-1705660268/
2024-01-19T11:31:24+0100 9ejN8zWKhb [info] end of createBackup()
2024-01-19T11:31:24+0100 9ejN8zWKhb [info] endStep("3")
2024-01-19T11:31:24+0100 nw8GjuprXJ [info] request to updater
2024-01-19T11:31:24+0100 nw8GjuprXJ [info] currentStep()
2024-01-19T11:31:24+0100 nw8GjuprXJ [info] Step 3 is in state "end".
2024-01-19T11:31:24+0100 nw8GjuprXJ [info] POST request for step "4"
2024-01-19T11:31:24+0100 nw8GjuprXJ [info] startStep("4")
2024-01-19T11:31:24+0100 nw8GjuprXJ [info] downloadUpdate()
2024-01-19T11:31:24+0100 nw8GjuprXJ [info] getUpdateServerResponse()
2024-01-19T11:31:24+0100 nw8GjuprXJ [info] updaterServer: https://updates.nextcloud.com/updater_server/
2024-01-19T11:31:24+0100 nw8GjuprXJ [info] releaseChannel: stable
2024-01-19T11:31:24+0100 nw8GjuprXJ [info] internal version: 27.1.5.1
2024-01-19T11:31:24+0100 nw8GjuprXJ [info] updateURL: https://updates.nextcloud.com/updater_server/?version=27x1x5x1xxxstablexx2023-12-14T10%3A48%3A29%2B00%3A00+9b6551d4c8b62d10ad72c59d8cd9e69234cd76f0x8x1x26
2024-01-19T11:31:24+0100 nw8GjuprXJ [info] getUpdateServerResponse response: Array
(
    [version] => 28.0.1.1
    [versionstring] => Nextcloud 28.0.1
    [url] => https://download.nextcloud.com/server/releases/nextcloud-28.0.1.zip
    [web] => https://docs.nextcloud.com/server/28/admin_manual/maintenance/upgrade.html
    [changes] => https://updates.nextcloud.com/changelog_server/?version=28.0.1
    [autoupdater] => 1
    [eol] => 0
    [signature] => PB7AjlVnpiDLYiytmWieowBCOgK5WJU9GywGwU6JSSBMrWBGAnxq8jSyzixffii2
gqKN8LEYwlv2jG1HHU94JIV7YCP+vBMtRt7W4u3y4vh1x7lwRw/axhuFxa0wq159
DjHIiY//tp8qabdQMZzU9V8Kdzo1nfDMJsGA+dk3reP8PpplsbwvjbzwFSab2blN
ap3M8fqq7PvLgY/yf89Al1uwajFKP536qdafIJEgnl27AMGLx2DlBengLyja2YuS
IGuxKrdHrFMPTEf85VawKbT6ppih4A4DIzUoQ9aYI84a/Cg6Bhg4XzHaK4zsquGJ
Ab9YM6+UnBP51pSst3KNSA==
)

2024-01-19T11:31:24+0100 nw8GjuprXJ [info] storage location exists
2024-01-19T11:31:26+0100 nw8GjuprXJ [info] end of downloadUpdate()
2024-01-19T11:31:26+0100 nw8GjuprXJ [info] endStep("4")
2024-01-19T11:31:27+0100 xkGI9xxqm3 [info] request to updater
2024-01-19T11:31:27+0100 xkGI9xxqm3 [info] currentStep()
2024-01-19T11:31:27+0100 xkGI9xxqm3 [info] Step 4 is in state "end".
2024-01-19T11:31:27+0100 xkGI9xxqm3 [info] POST request for step "5"
2024-01-19T11:31:27+0100 xkGI9xxqm3 [info] startStep("5")
2024-01-19T11:31:27+0100 xkGI9xxqm3 [info] verifyIntegrity()
2024-01-19T11:31:27+0100 xkGI9xxqm3 [info] getUpdateServerResponse()
2024-01-19T11:31:27+0100 xkGI9xxqm3 [info] updaterServer: https://updates.nextcloud.com/updater_server/
2024-01-19T11:31:27+0100 xkGI9xxqm3 [info] releaseChannel: stable
2024-01-19T11:31:27+0100 xkGI9xxqm3 [info] internal version: 27.1.5.1
2024-01-19T11:31:27+0100 xkGI9xxqm3 [info] updateURL: https://updates.nextcloud.com/updater_server/?version=27x1x5x1xxxstablexx2023-12-14T10%3A48%3A29%2B00%3A00+9b6551d4c8b62d10ad72c59d8cd9e69234cd76f0x8x1x26
2024-01-19T11:31:27+0100 xkGI9xxqm3 [info] getUpdateServerResponse response: Array
(
    [version] => 28.0.1.1
    [versionstring] => Nextcloud 28.0.1
    [url] => https://download.nextcloud.com/server/releases/nextcloud-28.0.1.zip
    [web] => https://docs.nextcloud.com/server/28/admin_manual/maintenance/upgrade.html
    [changes] => https://updates.nextcloud.com/changelog_server/?version=28.0.1
    [autoupdater] => 1
    [eol] => 0
    [signature] => PB7AjlVnpiDLYiytmWieowBCOgK5WJU9GywGwU6JSSBMrWBGAnxq8jSyzixffii2
gqKN8LEYwlv2jG1HHU94JIV7YCP+vBMtRt7W4u3y4vh1x7lwRw/axhuFxa0wq159
DjHIiY//tp8qabdQMZzU9V8Kdzo1nfDMJsGA+dk3reP8PpplsbwvjbzwFSab2blN
ap3M8fqq7PvLgY/yf89Al1uwajFKP536qdafIJEgnl27AMGLx2DlBengLyja2YuS
IGuxKrdHrFMPTEf85VawKbT6ppih4A4DIzUoQ9aYI84a/Cg6Bhg4XzHaK4zsquGJ
Ab9YM6+UnBP51pSst3KNSA==
)

2024-01-19T11:31:27+0100 xkGI9xxqm3 [info] storage location: /www/htdocs/w0180a6b/cloud/data/updater-ocgi9w1y2wnk/downloads/
2024-01-19T11:31:27+0100 xkGI9xxqm3 [info] end of verifyIntegrity()
2024-01-19T11:31:27+0100 xkGI9xxqm3 [info] endStep("5")
2024-01-19T11:31:28+0100 65ny6YjTPQ [info] request to updater
2024-01-19T11:31:28+0100 65ny6YjTPQ [info] currentStep()
2024-01-19T11:31:28+0100 65ny6YjTPQ [info] Step 5 is in state "end".
2024-01-19T11:31:28+0100 65ny6YjTPQ [info] POST request for step "6"
2024-01-19T11:31:28+0100 65ny6YjTPQ [info] startStep("6")
2024-01-19T11:31:28+0100 65ny6YjTPQ [info] extractDownload()
2024-01-19T11:31:28+0100 65ny6YjTPQ [info] storage location: /www/htdocs/w0180a6b/cloud/data/updater-ocgi9w1y2wnk/downloads/
2024-01-19T11:31:33+0100 65ny6YjTPQ [info] end of extractDownload()
2024-01-19T11:31:33+0100 65ny6YjTPQ [info] endStep("6")
2024-01-19T11:31:33+0100 BJriJfu8jD [info] request to updater
2024-01-19T11:31:33+0100 BJriJfu8jD [info] currentStep()
2024-01-19T11:31:33+0100 BJriJfu8jD [info] Step 6 is in state "end".
2024-01-19T11:31:33+0100 BJriJfu8jD [info] POST request for step "7"
2024-01-19T11:31:33+0100 BJriJfu8jD [info] startStep("7")
2024-01-19T11:31:33+0100 BJriJfu8jD [info] setMaintenanceMode("true")
2024-01-19T11:31:33+0100 BJriJfu8jD [info] configFileName /www/htdocs/w0180a6b/cloud/updater/../config/config.php
2024-01-19T11:31:33+0100 BJriJfu8jD [info] end of setMaintenanceMode()
2024-01-19T11:31:33+0100 BJriJfu8jD [info] endStep("7")
2024-01-19T11:31:33+0100 xpINYKV6Wt [info] request to updater
2024-01-19T11:31:33+0100 xpINYKV6Wt [info] currentStep()
2024-01-19T11:31:33+0100 xpINYKV6Wt [info] Step 7 is in state "end".
2024-01-19T11:31:33+0100 xpINYKV6Wt [info] POST request for step "8"
2024-01-19T11:31:33+0100 xpINYKV6Wt [info] startStep("8")
2024-01-19T11:31:33+0100 xpINYKV6Wt [info] replaceEntryPoints()
2024-01-19T11:31:33+0100 xpINYKV6Wt [info] replace index.php
2024-01-19T11:31:33+0100 xpINYKV6Wt [info] replace status.php
2024-01-19T11:31:33+0100 xpINYKV6Wt [info] replace remote.php
2024-01-19T11:31:33+0100 xpINYKV6Wt [info] replace public.php
2024-01-19T11:31:33+0100 xpINYKV6Wt [info] replace ocs/v1.php
2024-01-19T11:31:33+0100 xpINYKV6Wt [info] replace ocs/v2.php
2024-01-19T11:31:33+0100 xpINYKV6Wt [info] end of replaceEntryPoints()
2024-01-19T11:31:33+0100 xpINYKV6Wt [info] endStep("8")
2024-01-19T11:31:33+0100 tP51zL7Ar9 [info] request to updater
2024-01-19T11:31:33+0100 tP51zL7Ar9 [info] currentStep()
2024-01-19T11:31:33+0100 tP51zL7Ar9 [info] Step 8 is in state "end".
2024-01-19T11:31:33+0100 tP51zL7Ar9 [info] POST request for step "9"
2024-01-19T11:31:33+0100 tP51zL7Ar9 [info] startStep("9")
2024-01-19T11:31:33+0100 tP51zL7Ar9 [info] deleteOldFiles()
2024-01-19T11:31:34+0100 tP51zL7Ar9 [info] config sample exists
2024-01-19T11:31:34+0100 tP51zL7Ar9 [info] themes README exists
2024-01-19T11:31:37+0100 tP51zL7Ar9 [info] end of deleteOldFiles()
2024-01-19T11:31:37+0100 tP51zL7Ar9 [info] endStep("9")
2024-01-19T11:31:37+0100 2NLB3oHt4O [info] request to updater
2024-01-19T11:31:37+0100 2NLB3oHt4O [info] currentStep()
2024-01-19T11:31:37+0100 2NLB3oHt4O [info] Step 9 is in state "end".
2024-01-19T11:31:37+0100 2NLB3oHt4O [info] POST request for step "10"
2024-01-19T11:31:37+0100 2NLB3oHt4O [info] startStep("10")
2024-01-19T11:31:37+0100 2NLB3oHt4O [info] moveNewVersionInPlace()
2024-01-19T11:31:37+0100 2NLB3oHt4O [info] storage location: /www/htdocs/w0180a6b/cloud/data/updater-ocgi9w1y2wnk/downloads/nextcloud/
2024-01-19T11:31:39+0100 2NLB3oHt4O [info] end of moveNewVersionInPlace()
2024-01-19T11:31:39+0100 2NLB3oHt4O [info] endStep("10")
2024-01-19T11:32:10+0100 ZX9K4pmqZS [info] request to updater
2024-01-19T11:32:10+0100 ZX9K4pmqZS [info] currentStep()
2024-01-19T11:32:10+0100 ZX9K4pmqZS [info] Step 10 is in state "end".
2024-01-19T11:32:10+0100 ZX9K4pmqZS [info] POST request for step "11"
2024-01-19T11:32:10+0100 ZX9K4pmqZS [info] startStep("11")
2024-01-19T11:32:10+0100 ZX9K4pmqZS [info] setMaintenanceMode("false")
2024-01-19T11:32:10+0100 ZX9K4pmqZS [info] configFileName /www/htdocs/w0180a6b/cloud/updater/../config/config.php
2024-01-19T11:32:10+0100 ZX9K4pmqZS [info] end of setMaintenanceMode()
2024-01-19T11:32:10+0100 ZX9K4pmqZS [info] endStep("11")
2024-01-19T11:32:10+0100 pZeOdaMgGn [info] request to updater
2024-01-19T11:32:10+0100 pZeOdaMgGn [info] currentStep()
2024-01-19T11:32:10+0100 pZeOdaMgGn [info] Step 11 is in state "end".
2024-01-19T11:32:10+0100 pZeOdaMgGn [info] POST request for step "12"
2024-01-19T11:32:10+0100 pZeOdaMgGn [info] startStep("12")
2024-01-19T11:32:10+0100 pZeOdaMgGn [info] finalize()
2024-01-19T11:32:10+0100 pZeOdaMgGn [info] storage location: /www/htdocs/w0180a6b/cloud/data/updater-ocgi9w1y2wnk/downloads/nextcloud/
2024-01-19T11:32:10+0100 pZeOdaMgGn [info] end of finalize()
2024-01-19T11:32:10+0100 pZeOdaMgGn [info] endStep("12")

And the contents of nextcloud.log during the minutes of the first disastrous update attempt:

{"reqId":"ZapdYy40XzUoEk11aDlMqAAAABU","level":2,"time":"2024-01-19T11:30:43+00:00","remoteAddr":"185.209.196.226","user":"--","app":"no app in context","method":"PROPFIND","url":"/remote.php/dav/files/(hidden)/","message":"Temporary directory /www/htdocs/w0180a6b/cloud/tmp/ is not present or writable","userAgent":"Mozilla/5.0 (Linux) mirall/3.9.0git (Nextcloud, ubuntu-6.5.0-14-generic ClientArchitecture: x86_64 OsArchitecture: x86_64)","version":"27.1.5.1","data":[]}
{"reqId":"ZapdoS40XzUoEk11aDlNWAAAABg","level":2,"time":"2024-01-19T11:31:45+00:00","remoteAddr":"185.209.196.226","user":"--","app":"no app in context","method":"GET","url":"/status.php","message":"Temporary directory /www/htdocs/w0180a6b/cloud/tmp/ is not present or writable","userAgent":"Mozilla/5.0 (Linux) mirall/3.9.0git (Nextcloud, ubuntu-6.5.0-14-generic ClientArchitecture: x86_64 OsArchitecture: x86_64)","version":"27.1.5.1","data":[]}
{"reqId":"ZapdoS40XzUoEk11aDlNWQAAAAI","level":2,"time":"2024-01-19T11:31:45+00:00","remoteAddr":"185.209.196.226","user":"--","app":"no app in context","method":"PROPFIND","url":"/remote.php/dav/files/(hidden)/","message":"Temporary directory /www/htdocs/w0180a6b/cloud/tmp/ is not present or writable","userAgent":"Mozilla/5.0 (Linux) mirall/3.9.0git (Nextcloud, ubuntu-6.5.0-14-generic ClientArchitecture: x86_64 OsArchitecture: x86_64)","version":"27.1.5.1","data":[]}
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Hi @lcs-ldt,

just a few question. Is the shell access forbiden or broken? If it is forbidden isn’t it easier to ask your provider to delete some data in tmp or so? If it is broken can you execute remote?
ssh user1@server1 'df -H'

hope this helps
sambilanet

Shell access is forbidden. I already deleted trash files via ftp. There should be enough space now and I hoped I could re-do the update but the white blank screen remains.

Ok, you might try to backup & delete(disable) the apps folder, with ftp, mentioned in the log:

cloud_federation_api
GroupFolders
password_policy

inside of:
/path/to/owncloud/apps/

If your are sure you can restore everything afterwards?

You rock! Thank you so much. Deleting/renaming those app-folders via ftp, then deleting the .step file in in the updater folder and retrying the web updater, did the trick. I’m so relieved. That saved me a lot of work. The day is saved. :wink:

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