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):
- 29.0.10
- Operating system and version (e.g., Ubuntu 24.04):
- Ubuntu 24.04
- Web server and version (e.g, Apache 2.4.25):
Apache/2.4.58
- Reverse proxy and version _(e.g. nginx 1.27.2)
- `None
- PHP version (e.g, 8.3):
PHP 8.3.6
- Is this the first time you’ve seen this error? (Yes / No):
Yes
- When did this problem seem to first start?
- after upgrade
- Installation method (e.g. AIO, NCP, Bare Metal/Archive, etc.)
Bare metal
- Are you using Cloudflare, mod_security, or similar? (Yes / No)
No
Summary of the issue you are facing:
Havent tested all other functions yet but following 2 issues renders Nextcloud app broken.
- Action - Opening PDF / Doc files.
Issue - Doesnt open , only throbber spinning .
Error observed in Apache error log - AH01071: Got error ‘PHP message: Old server found, restarting. Expected hash a4b67a7664 but found a4b67a76.’
- Action - Upload Files via Browser (Mozilla/ Chrome )
Issue - Upload files larger than ~15 MB fails. 10 MB or or under is smooth.
( App worked well , could upload +1GB video )
Error Reported in Nextcloud Log.
{“file”:“/var/www/html/nextcloud/apps/dav/lib/Connector/Sabre/Server.php”,“line”:61,“function”:“invokeMethod”,“class”:“Sabre\DAV\Server”,“type”:“->”},{“file”:“/var/www/html/nextcloud/3rdparty/sabre/dav/lib/DAV/Server.php”,“line”:321,“function”:“start”,“class”:“OCA\DAV\Connector\Sabre\Server”,“type”:“->”},{“file”:“/var/www/html/nextcloud/apps/dav/lib/Server.php”,“line”:393,“function”:“exec”,“class”:“Sabre\DAV\Server”,“type”:“->”},{“file”:“/var/www/html/nextcloud/apps/dav/appinfo/v2/remote.php”,“line”:35,“function”:“exec”,“class”:“OCA\DAV\Server”,“type”:“->”},{“file”:“/var/www/html/nextcloud/remote.php”,“line”:172,“args”:[“/var/www/html/nextcloud/apps/dav/appinfo/v2/remote.php”],“function”:“require_once”}],“File”:“/var/www/html/nextcloud/apps/dav/lib/Connector/Sabre/File.php”,“Line”:301,“message”:“Expected filesize of 8255695 bytes but read (from Nextcloud client) and wrote (to Nextcloud storage) 8216576 bytes. Could either be a network problem on the sending side or a problem writing to the storage on the server side.”,“exception”:{},“CustomMessage”:“Expected filesize of 8255695 bytes but read (from Nextcloud client) and wrote (to Nextcloud storage) 8216576 bytes. Could either be a network problem on the sending side or a problem writing to the storage on the server side.”}}
37.36",“version”:“29.0.10.1”,“exception”:{“Exception”:“Exception”,“Message”:“Invalid source storage path: uploads/web-file-upload-4f162e79793df95c/2.part”,“Code”:0,“Trace”:[{“file”:“/var/www/html/nextcloud/lib/private/Files/Cache/Cache.php”,“line”:652,“function”:“moveFromCache”,“class”:“OC\Files\Cache\Cache”,“type”:“->”},{“file”:“/var/www/html/nextcloud/lib/private/Files/ObjectStore/ObjectStoreStorage.php”,“line”:586,“function”:“move”,“class”:“OC\Files\Cache\Cache”,“type”:“->”},{“file”:“/var/www/html/nextcloud/lib/private/Files/Storage/Wrapper/Wrapper.php”,“line”:653,“function”:“writeStream”,“class”:“OC\Files\ObjectStore\ObjectStoreStorage”,“type”:“->”},{“file”:“/var/www/html/nextcloud/lib/private/Files/Storage/Wrapper/Wrapper.php”,“line”:653,“function”:“writeStream”,“class”:“OC\Files\Storage\Wrapper\Wrapper”,“type”:“->”},{“file”:“/var/www/html/nextcloud/apps/files_accesscontrol/lib/StorageWrapper.php”,“line”:323,“function”:“writeStream”,“class”:“OC\Files\Storage\Wrapper\Wrapper”,“type”:“->”},{“file”:“/var/www/html/nextcloud/lib/private/Files/Storage/Wrapper/Wrapper.php”,“line”:653,“function”:“writeStream”,“class”:“OCA\FilesAccessControl\StorageWrapper”,“type”:“->”},{“file”:“/var/www/html/nextcloud/apps/dav/lib/Connector/Sabre/File.php”,“line”:250,“function”:“writeStream”,“class”:“OC\Files\Storage\Wrapper\Wrapper”,“type”:“->”},{“file”:“/var/www/html/nextcloud/apps/dav/lib/Connector/Sabre/Directory.php”,“line”:148,“function”:“put”,“class”:“OCA\DAV\Connector\Sabre\File”,“type”:“->”},{“file”:“/var/www/html/nextcloud/apps/dav/lib/Upload/UploadFolder.php”,“line”:51,“function”:“createFile”,“class”:“OCA\DAV\Connector\Sabre\Directory”,“type”:“->”,“args”:[“*** sensitive parameters replaced “]},{“file”:”/var/www/html/nextcloud/3rdparty/sabre/dav/lib/DAV/Server.php",“line”:1098,“function”:“createFile”,“class”:“OCA\DAV\Upload\UploadFolder”,“type”:“->”,“args”:[" sensitive parameters replaced “]},{“file”:”/var/www/html/nextcloud/3rdparty/sabre/dav/lib/DAV/CorePlugin.php",“line”:504,“function”:“createFile”,“class”:“Sabre\DAV\Server”,“type”:“->”,“args”:[" sensitive parameters replaced ***”]},{“file”:“/var/www/html/nextcloud/3rdparty/sabre/event/lib/WildcardEmitterTrait.php”,“line”:89,“function”:“httpPut”,“class”:“Sabre\DAV\CorePlugin”,“type”:“->”},{“file”:“/var/www/html/nextcloud/3rdparty/sabre/dav/lib/DAV/Server.php”,“line”:472,“function”:“emit”,“class”:“Sabre\DAV\Server”,“type”:“->”},{“file”:“/var/www/html/nextcloud/apps/dav/lib/Connector/Sabre/Server.php”,“line”:61,“function”:“invokeMethod”,“class”:“Sabre\DAV\Server”,“type”:“->”},{“file”:“/var/www/html/nextcloud/3rdparty/sabre/dav/lib/DAV/Server.php”,“line”:321,“function”:“start”,“class”:“OCA\DAV\Connector\Sabre\Server”,“type”:“->”},{“file”:“/var/www/html/nextcloud/apps/dav/lib/Server.php”,“line”:393,“function”:“exec”,“class”:“Sabre\DAV\Server”,“type”:“->”},{“file”:“/var/www/html/nextcloud/apps/dav/appinfo/v2/remote.php”,“line”:35,“function”:“exec”,“class”:“OCA\DAV\Server”,“type”:“->”},{“file”:“/var/www/html/nextcloud/remote.php”,“line”:172,“args”:[“/var/www/html/nextcloud/apps/dav/appinfo/v2/remote.php”],“function”:“require_once”}],“File”:“/var/www/html/nextcloud/lib/private/Files/Cache/Cache.php”,“Line”:686,“message”:“Invalid source storage path: uploads/web-file-upload-4f162e79793df95c/2.part”,“exception”:{},“CustomMessage”:“Invalid source storage path: uploads/web-file-upload-4f162e79793df95c/2.part”}}
- Action - Create album and share mp4 videos
Issue - Very Slow , or Errors out.
Error Reported on Browser :
memories-vendors-node_modules_plyr_dist_plyr_css-node_modules_video_js_dist_video-js_min_css-node_modu-82e78d.js?v=41528f6eb9efd414847a:2 VIDEOJS: ERROR: (CODE:4 MEDIA_ERR_SRC_NOT_SUPPORTED) The media could not be loaded, either because the server or network failed or because the format is not supported
//and //
Unchecked runtime.lastError: A listener indicated an asynchronous response by returning true, but the message channel closed before a response was received
Steps to replicate it (hint: details matter!):
- OPen PDF / Doc file ( Error reported as mention above )
- Upload files Larger than 10 MB via Browser. ( Error reported as mention above )
- Create a album and share ( Error reported as mention above )
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.
{"file":"/var/www/html/nextcloud/apps/dav/lib/Connector/Sabre/Server.php","line":61,"function":"invokeMethod","class":"Sabre\\DAV\\Server","type":"->"},{"file":"/var/www/html/nextcloud/3rdparty/sabre/dav/lib/DAV/Server.php","line":321,"function":"start","class":"OCA\\DAV\\Connector\\Sabre\\Server","type":"->"},{"file":"/var/www/html/nextcloud/apps/dav/lib/Server.php","line":393,"function":"exec","class":"Sabre\\DAV\\Server","type":"->"},{"file":"/var/www/html/nextcloud/apps/dav/appinfo/v2/remote.php","line":35,"function":"exec","class":"OCA\\DAV\\Server","type":"->"},{"file":"/var/www/html/nextcloud/remote.php","line":172,"args":["/var/www/html/nextcloud/apps/dav/appinfo/v2/remote.php"],"function":"require_once"}],"File":"/var/www/html/nextcloud/apps/dav/lib/Connector/Sabre/File.php","Line":301,"message":"Expected filesize of 8255695 bytes but read (from Nextcloud client) and wrote (to Nextcloud storage) 8216576 bytes. Could either be a network problem on the sending side or a problem writing to the storage on the server side.","exception":{},"CustomMessage":"Expected filesize of 8255695 bytes but read (from Nextcloud client) and wrote (to Nextcloud storage) 8216576 bytes. Could either be a network problem on the sending side or a problem writing to the storage on the server side."}}```
37.36","version":"29.0.10.1","exception":{"Exception":"Exception","Message":"Invalid source storage path: uploads/web-file-upload-4f162e79793df95c/2.part","Code":0,"Trace":[{"file":"/var/www/html/nextcloud/lib/private/Files/Cache/Cache.php","line":652,"function":"moveFromCache","class":"OC\\Files\\Cache\\Cache","type":"->"},{"file":"/var/www/html/nextcloud/lib/private/Files/ObjectStore/ObjectStoreStorage.php","line":586,"function":"move","class":"OC\\Files\\Cache\\Cache","type":"->"},{"file":"/var/www/html/nextcloud/lib/private/Files/Storage/Wrapper/Wrapper.php","line":653,"function":"writeStream","class":"OC\\Files\\ObjectStore\\ObjectStoreStorage","type":"->"},{"file":"/var/www/html/nextcloud/lib/private/Files/Storage/Wrapper/Wrapper.php","line":653,"function":"writeStream","class":"OC\\Files\\Storage\\Wrapper\\Wrapper","type":"->"},{"file":"/var/www/html/nextcloud/apps/files_accesscontrol/lib/StorageWrapper.php","line":323,"function":"writeStream","class":"OC\\Files\\Storage\\Wrapper\\Wrapper","type":"->"},{"file":"/var/www/html/nextcloud/lib/private/Files/Storage/Wrapper/Wrapper.php","line":653,"function":"writeStream","class":"OCA\\FilesAccessControl\\StorageWrapper","type":"->"},{"file":"/var/www/html/nextcloud/apps/dav/lib/Connector/Sabre/File.php","line":250,"function":"writeStream","class":"OC\\Files\\Storage\\Wrapper\\Wrapper","type":"->"},{"file":"/var/www/html/nextcloud/apps/dav/lib/Connector/Sabre/Directory.php","line":148,"function":"put","class":"OCA\\DAV\\Connector\\Sabre\\File","type":"->"},{"file":"/var/www/html/nextcloud/apps/dav/lib/Upload/UploadFolder.php","line":51,"function":"createFile","class":"OCA\\DAV\\Connector\\Sabre\\Directory","type":"->","args":["*** sensitive parameters replaced ***"]},{"file":"/var/www/html/nextcloud/3rdparty/sabre/dav/lib/DAV/Server.php","line":1098,"function":"createFile","class":"OCA\\DAV\\Upload\\UploadFolder","type":"->","args":["*** sensitive parameters replaced ***"]},{"file":"/var/www/html/nextcloud/3rdparty/sabre/dav/lib/DAV/CorePlugin.php","line":504,"function":"createFile","class":"Sabre\\DAV\\Server","type":"->","args":["*** sensitive parameters replaced ***"]},{"file":"/var/www/html/nextcloud/3rdparty/sabre/event/lib/WildcardEmitterTrait.php","line":89,"function":"httpPut","class":"Sabre\\DAV\\CorePlugin","type":"->"},{"file":"/var/www/html/nextcloud/3rdparty/sabre/dav/lib/DAV/Server.php","line":472,"function":"emit","class":"Sabre\\DAV\\Server","type":"->"},{"file":"/var/www/html/nextcloud/apps/dav/lib/Connector/Sabre/Server.php","line":61,"function":"invokeMethod","class":"Sabre\\DAV\\Server","type":"->"},{"file":"/var/www/html/nextcloud/3rdparty/sabre/dav/lib/DAV/Server.php","line":321,"function":"start","class":"OCA\\DAV\\Connector\\Sabre\\Server","type":"->"},{"file":"/var/www/html/nextcloud/apps/dav/lib/Server.php","line":393,"function":"exec","class":"Sabre\\DAV\\Server","type":"->"},{"file":"/var/www/html/nextcloud/apps/dav/appinfo/v2/remote.php","line":35,"function":"exec","class":"OCA\\DAV\\Server","type":"->"},{"file":"/var/www/html/nextcloud/remote.php","line":172,"args":["/var/www/html/nextcloud/apps/dav/appinfo/v2/remote.php"],"function":"require_once"}],"File":"/var/www/html/nextcloud/lib/private/Files/Cache/Cache.php","Line":686,"message":"Invalid source storage path: uploads/web-file-upload-4f162e79793df95c/2.part","exception":{},"CustomMessage":"Invalid source storage path: uploads/web-file-upload-4f162e79793df95c/2.part"}}
#### Web Browser
If the problem is related to the Web interface, open your browser inspector *Console* and *Network* tabs while refreshing (reloading) and reproducing the problem. Provide any relevant output/errors here that appear.
PASTE
#### Web server / Reverse Proxy
The output of your Apache/nginx/system log in `/var/log/____`:
PASTE HERE
### Configuration
#### Nextcloud
The output of `occ config:list system` or similar is best, but, if not possible, the contents of your `config.php` file from `/path/to/nextcloud` is fine (make sure to remove any identifiable information!):
sudo -u www-data php occ config:list system
{
“system”: {
“passwordsalt”: “REMOVED SENSITIVE VALUE”,
“secret”: “REMOVED SENSITIVE VALUE”,
“trusted_domains”: [
“192.162.33.11”,
“cloud.host.net”
],
“trusted_proxies”: “REMOVED SENSITIVE VALUE”,
“datadirectory”: “REMOVED SENSITIVE VALUE”,
“dbtype”: “mysql”,
“version”: “29.0.10.1”,
“overwrite.cli.url”: “http://localhost”,
“dbname”: “REMOVED SENSITIVE VALUE”,
“dbhost”: “REMOVED SENSITIVE VALUE”,
“dbport”: “”,
“dbtableprefix”: “oc_”,
“mysql.utf8mb4”: true,
“dbuser”: “REMOVED SENSITIVE VALUE”,
“dbpassword”: “REMOVED SENSITIVE VALUE”,
“filelocking.enabled”: “true”,
“profile.enabled”: true,
“memcache.locking”: “\OC\Memcache\Redis”,
“objectstore”: {
“class”: “\OC\Files\ObjectStore\S3”,
“arguments”: {
“bucket”: “xyz-bucket”,
“hostname”: “ap-south.s3.com”,
“key”: “REMOVED SENSITIVE VALUE”,
“secret”: “REMOVED SENSITIVE VALUE”,
“port”: 443,
“use_path_style”: true
}
},
“redis”: {
“host”: “REMOVED SENSITIVE VALUE”,
“port”: 0,
“dbindex”: 0,
“password”: “REMOVED SENSITIVE VALUE”,
“timeout”: 1.5
},
“installed”: true,
“memcache.local”: “\OC\Memcache\APCu”,
“instanceid”: “REMOVED SENSITIVE VALUE”,
“htaccess.RewriteBase”: “/”,
“maintenance_window_start”: 1,
“memories.db.triggers.fcu”: true,
“memories.exiftool”: “/var/www/html/nextcloud/apps/memories/bin-ext/exiftool-amd64-glibc”,
“memories.vod.path”: “/var/www/html/nextcloud/apps/memories/bin-ext/go-vod-amd64”,
“memories.vod.ffmpeg”: “/usr/bin/ffmpeg”,
“memories.vod.ffprobe”: “/usr/bin/ffprobe”,
“maintenance”: false,
“memories.gis_type”: 1,
“twofactor_enforced”: “false”,
“twofactor_enforced_groups”: ,
“twofactor_enforced_excluded_groups”: [
“admin”,
“COUNTRY”
],
“memories.vod.disable”: false,
“defaultapp”: “dashboard”,
“enabledPreviewProviders”: [
“OC\Preview\Image”,
“OC\Preview\HEIC”,
“OC\Preview\TIFF”,
“OC\Preview\Movie”
],
“theme”: “”,
“loglevel”: 2,
“data-fingerprint”: “2e14fd0fdc8e538bce65a17db136b7ef”,
“mail_from_address”: “REMOVED SENSITIVE VALUE”,
“mail_smtpmode”: “smtp”,
“mail_sendmailmode”: “smtp”,
“mail_domain”: “REMOVED SENSITIVE VALUE”,
“mail_smtpauth”: 1,
“mail_smtpname”: “REMOVED SENSITIVE VALUE”,
“mail_smtppassword”: “REMOVED SENSITIVE VALUE”,
“mail_smtphost”: “REMOVED SENSITIVE VALUE”,
“mail_smtpport”: “465”,
“preview_max_x”: 1024,
“preview_max_y”: 1024,
“memories.vod.use_gop_size”: true,
“simpleSignUpLink.shown”: false
}
}```
Apps
The output of occ app:list (if possible).
Tips for increasing the likelihood of a response
- Use the
preformatted textformatting 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.