Support intro
Sorry to hear you’re facing problems. 
The community help forum (help.nextcloud.com) is for home and non-enterprise users. Support is provided by other community members on a best effort / “as available” basis. All of those responding are volunteering their time to help you.
If you’re using Nextcloud in a business/critical setting, paid and SLA-based support services can be accessed via portal.nextcloud.com where Nextcloud engineers can help ensure your business keeps running smoothly.
Getting help
In order to help you as efficiently (and quickly!) as possible, please fill in as much of the below requested information as you can.
Before clicking submit: Please check if your query is already addressed via the following resources:
- Official documentation (searchable and regularly updated)
- How to topics and FAQs
- Forum search
(Utilizing these existing resources is typically faster. It also helps reduce the load on our generous volunteers while elevating the signal to noise ratio of the forums otherwise arising from the same queries being posted repeatedly).
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.
The Basics
- Nextcloud Server version (e.g., 29.x.x):
31.0.8
- Operating system and version (e.g., Ubuntu 24.04):
Unknown (using Hetzners NextCloud offering)
- Web server and version (e.g, Apache 2.4.25):
None except what is included in 31.0.8)
- Reverse proxy and version _(e.g. nginx 1.27.2)
None except what is included in 31.0.8)
- PHP version (e.g, 8.3):
replace me
- Is this the first time you’ve seen this error? (Yes / No):
yes
- When did this problem seem to first start?
After ugrade to 31.0.8
- Installation method (e.g. AlO, NCP, Bare Metal/Archive, etc.)
Unknown - using Hetzners std. offering
- Are you using CloudfIare, mod_security, or similar? (Yes / No)
no
Summary of the issue you are facing:
When inserting a mermaid snippet like this:
flowchart TB
FromLeads["(A) Fetch mail from this tennent<br>This is the task manager"] -->
GetTennentInfo["(B) Get Tennent Info<br> Get List of mailboxes"]
GetTennentInfo -->|Do maibox N| MailboxN["(C)Fetch Mailboxinfonr<br>Fetch no of mails"]
MailboxN --> |Do this list of mail ie. 1-100| GetMailsN["(D) Get mails"]
The chart renders like: this
Steps to replicate it (hint: details matter!):
-
Insert the Mermaid snippet above in a collectives document
-
Click done and watch the render
Log entries
Nextcloud
Please provide the log entries from your Nextcloud log that are generated during the time of problem (via the Copy raw option from Administration settings->Logging screen or from your nextcloud.log
located in your data directory). Feel free to use a pastebin/gist service if necessary.
I do not have access to the logs - this is a Hetzner std offering
Tips for increasing the likelihood of a response
- Use the
preformatted text
formatting option in the editor for all log entries and configuration output. - If screenshots are useful, feel free to include them.
- If possible, also include key error output in text form so it can be searched for.
- Try to edit log output only minimally (if at all) so that it can be ran through analyzers / formatters by those trying to help you.