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:
- most of office issues are handled in Collabora integration guide
- 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):
Nextcloud Hub 10 (31.0.9)
- Operating system and version (e.g., Ubuntu 24.04):
Synology DSM 7.1
- Web server and version (e.g, Apache 2.4.25):
Packaged in AIO
- Reverse proxy and version _(e.g. nginx 1.27.2)
Synology DSM 7.1
- PHP version (e.g, 8.3):
8.3.25
- Is this the first time you’ve seen this error? (Yes / No):
Yes
- When did this problem seem to first start?
As soon as I started using NextOffice
- Installation method (e.g. AlO, NCP, Bare Metal/Archive, etc.)
AIO
- Are you using CloudfIare, mod_security, or similar? (Yes / No)
No
Summary of the issue you are facing:
I have been using Nextcloud for more than a year, and now I have to connect it to an existing external OnlyOffice server. Using the OnlyOffice official connector on AIO works normally, but the app gets disabled each time the AIO containers are being rebooted, forcing me to enable it manually again every time.
My educated guess is that when the user does not enable the packaged OnlyOffice module in the AIO master container, then the app is automatically removed by AIO. But to me, this is a problem: even if OnlyOffice is proposed as a module within AIO, one can have to use an external server for multiple reasons, and the choice of which OnlyOffice server to use should be given to the user.
My suggestion: if there is some way to detect whether the OnlyOffice has been activated though the App Store, in which case Nextcloud AIO would leave it be. And if such detection is not possible, then offer a way to prevent the removal mechanism to occur, for example with a specific environment variable.
Thank you in advance for your help!
Steps to replicate it (hint: details matter!):
-
Install OnlyOffice on server #1
-
Install NextCloud AIO on server #2
-
Download and enable the OnlyOffice connector app on server #1 to connect on server #2
-
Reboot the Nextcloud AIO containers
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.
In the nextcloud-aio-nextcloud container's log at startup :
> onlyoffice disabled
> onlyoffice 9.11.0 removed
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.
n/a
Web server / Reverse Proxy
The output of your Apache/nginx/system log in /var/log/____:
n/a
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!):
{
"system": {
"one-click-instance": true,
"one-click-instance.user-limit": 100,
"memcache.local": "\\OC\\Memcache\\APCu",
"apps_paths": [ { "path": "\/var\/www\/html\/apps",
"url": "\/apps",
"writable": false },
{ "path": "\/var\/www\/html\/custom_apps",
"url": "\/custom_apps",
"writable": true } ],
"check_data_directory_permissions": false,
"memcache.distributed": "\\OC\\Memcache\\Redis",
"memcache.locking": "\\OC\\Memcache\\Redis",
"redis": { "host": "***REMOVED SENSITIVE VALUE***",
"password": "***REMOVED SENSITIVE VALUE***",
"port": 6379 },
"overwritehost": "cloud.mydomain.tld",
"overwriteprotocol": "https",
"passwordsalt": "***REMOVED SENSITIVE VALUE***",
"secret": "***REMOVED SENSITIVE VALUE***",
"trusted_domains": [ "localhost",
"cloud.mydomain.tld" ],
"datadirectory": "***REMOVED SENSITIVE VALUE***",
"dbtype": "pgsql",
"version": "31.0.9.1",
"overwrite.cli.url": "https:\/\/cloud.mydomain.tld\/",
"dbname": "***REMOVED SENSITIVE VALUE***",
"dbhost": "***REMOVED SENSITIVE VALUE***",
"dbport": "",
"dbtableprefix": "oc_",
"dbuser": "***REMOVED SENSITIVE VALUE***",
"dbpassword": "***REMOVED SENSITIVE VALUE***",
"installed": true,
"instanceid": "***REMOVED SENSITIVE VALUE***",
"maintenance": false,
"loglevel": 2,
"log_type": "file",
"logfile": "\/var\/www\/html\/data\/nextcloud.log",
"log_rotate_size": 10485760,
"log.condition": { "apps": [ "admin_audit" ] },
"preview_max_x": 2048,
"preview_max_y": 2048,
"jpeg_quality": 60,
"enabledPreviewProviders": { "1": "OC\\Preview\\Image",
"2": "OC\\Preview\\MarkDown",
"3": "OC\\Preview\\MP3",
"4": "OC\\Preview\\TXT",
"5": "OC\\Preview\\OpenDocument",
"6": "OC\\Preview\\Movie",
"7": "OC\\Preview\\Krita" },
"enable_previews": true,
"upgrade.disable-web": true,
"mail_smtpmode": "smtp",
"trashbin_retention_obligation": "auto, 30",
"versions_retention_obligation": "auto, 30",
"activity_expire_days": 30,
"simpleSignUpLink.shown": false,
"share_folder": "\/Shared",
"one-click-instance.link": "https:\/\/nextcloud.com\/all-in-one\/",
"upgrade.cli-upgrade-link": "https:\/\/github.com\/nextcloud\/all-in-one\/discussions\/2726",
"updatedirectory": "\/nc-updater",
"maintenance_window_start": 100,
"allow_local_remote_servers": true,
"davstorage.request_timeout": 3600,
"documentation_url.server_logs": "https:\/\/github.com\/nextcloud\/all-in-one\/discussions\/5425",
"htaccess.RewriteBase": "\/",
"dbpersistent": false,
"auth.bruteforce.protection.enabled": true,
"ratelimit.protection.enabled": true,
"files_external_allow_create_new_local": false,
"trusted_proxies": "***REMOVED SENSITIVE VALUE***",
"preview_imaginary_key": "***REMOVED SENSITIVE VALUE***",
"memories.db.triggers.fcu": true,
"memories.exiftool": "\/var\/www\/html\/custom_apps\/memories\/bin-ext\/exiftool-amd64-musl",
"memories.vod.path": "\/var\/www\/html\/custom_apps\/memories\/bin-ext\/go-vod-amd64",
"memories.vod.ffmpeg": "\/usr\/bin\/ffmpeg",
"memories.vod.ffprobe": "\/usr\/bin\/ffprobe",
"defaultapp": "",
"mail_smtphost": "***REMOVED SENSITIVE VALUE***",
"mail_sendmailmode": "smtp",
"mail_smtpport": "465",
"mail_smtpsecure": "ssl",
"mail_from_address": "***REMOVED SENSITIVE VALUE***",
"mail_domain": "***REMOVED SENSITIVE VALUE***",
"mail_smtpauth": 1,
"mail_smtpname": "***REMOVED SENSITIVE VALUE***",
"mail_smtppassword": "***REMOVED SENSITIVE VALUE***",
"default_phone_region": "FR",
"updatechecker": false,
"onlyoffice": { "jwt_secret": "***REMOVED SENSITIVE VALUE***",
"jwt_header": "AuthorizationJwt" },
"app_install_overwrite": [],
"DOMAIN": "cloud.mydomain.tld" }}
Apps
Enabled:
- activity: 4.0.0
- admin_audit: 1.21.0
- bruteforcesettings: 4.0.0
- calendar: 5.5.5
- circles: 31.0.0
- cloud_federation_api: 1.14.0
- comments: 1.21.0
- contacts: 7.3.2
- dashboard: 7.11.0
- dav: 1.33.0
- epubviewer: 1.8.0
- federatedfilesharing: 1.21.0
- files: 2.3.1
- files_automatedtagging: 2.0.0
- files_downloadlimit: 4.0.0
- files_pdfviewer: 4.0.0
- files_sharing: 1.23.1
- files_trashbin: 1.21.0
- files_versions: 1.24.0
- groupfolders: 19.1.7
- logreader: 4.0.0
- lookup_server_connector: 1.19.0
- metadata: 0.22.0
- news: 27.0.0
- nextcloud-aio: 0.8.0
- notes: 4.12.3
- notifications: 4.0.0
- notify_push: 1.2.0
- oauth2: 1.19.1
- occweb: 0.2.3
- onlyoffice: 9.11.0
- password_policy: 3.0.0
- photos: 4.0.0
- privacy: 3.0.0
- profile: 1.0.0
- provisioning_api: 1.21.0
- related_resources: 2.0.0
- serverinfo: 3.0.0
- settings: 1.14.0
- sharebymail: 1.21.0
- support: 3.0.0
- systemtags: 1.21.1
- tables: 0.9.5
- tasks: 0.16.1
- text: 5.0.0
- theming: 2.6.1
- twofactor_backupcodes: 1.20.0
- twofactor_totp: 13.0.0-dev.0
- unroundedcorners: 1.1.5
- updatenotification: 1.21.0
- user_migration: 8.0.0
- viewer: 4.0.0
- workflowengine: 2.13.0
Disabled:
- app_api: 5.0.2 (installed 4.0.5)
- assistant: 2.8.0 (installed 2.8.0)
- contactsinteraction: 1.12.0 (installed 1.11.0)
- deck: 1.15.3 (installed 1.15.3)
- encryption: 2.19.0
- federation: 1.21.0 (installed 1.20.0)
- files_external: 1.23.0
- files_reminders: 1.4.0 (installed 1.3.0)
- firstrunwizard: 4.0.0 (installed 3.0.0)
- flow_notifications: 2.0.1 (installed 2.0.1)
- integration_openai: 3.7.1 (installed 3.7.1)
- logcleaner: 1.1.8 (installed 1.1.8)
- mail: 5.5.6 (installed 5.5.6)
- memories: 7.6.2 (installed 7.6.2)
- nextcloud_announcements: 3.0.0 (installed 2.0.0)
- recommendations: 4.0.0 (installed 4.0.0)
- richdocumentscode: 25.4.504 (installed 25.4.504)
- side_menu: 5.1.3 (installed 5.1.3)
- solitaire: 1.0.0 (installed 1.0.0)
- survey_client: 3.0.0 (installed 2.0.0)
- suspicious_login: 9.0.1
- theming_customcss: 1.18.0 (installed 1.18.0)
- twofactor_nextcloud_notification: 5.0.0
- user_ldap: 1.22.0
- user_status: 1.11.0 (installed 1.10.0)
- weather_status: 1.11.0 (installed 1.10.0)
- webhook_listeners: 1.2.0 (installed 1.1.0-dev)
- wordfind: 1.4.2 (installed 1.4.2)
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.