Nextcloud desktop app stays offline - no connect possible

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The Basics

  • Nextcloud Server version (e.g., 29.x.x):
    • replace me
  • Operating system and version (e.g., Ubuntu 24.04):
    • Desktop App on Win 10 and Win 11 (issue appears on both laptops)
  • Web server and version (e.g, Apache 2.4.25):
    • replace me
  • Reverse proxy and version _(e.g. nginx 1.27.2)
    • replace me
  • 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?
    • replace me
  • Installation method (e.g. AlO, NCP, Bare Metal/Archive, etc.)
    • Nextcloud installed on NAS (Synology NAS)
  • Are you using CloudfIare, mod_security, or similar? (Yes / No)
    • replace me

Summary of the issue you are facing:

Nextcloud app does not connect and stays offline. Therefore no sync is possible.

If I click on the link to web version of nextcloud (connecting to http://nextcloud) this works. But app does not connect.

When I click on the user icon on the left corner in the desktop app and then settings there are two messages:

“Abgemeldet von http://nextcloud as Rene”

“For this account no end-to-end encryption has been initialized.”

Please assist to get the apps synced again.

Steps to replicate it (hint: details matter!):

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.

PASTE HERE

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!):

PASTE HERE

Apps

The output of occ app:list (if possible).

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.
2

Please additional post the logs as you are asked for in the support template in your posting above. They might show the reason, why connect does not work.

Maybe additional the

C:\Users\username\AppData\Roaming\Nextcloud\Nextcloud_sync.log

will give more hints, too, if you use Windows.

3

There is no Nextcloud_sync.log file available. Only a nextcloud.log.0.

But pasting the content here is not allowed due to too many lines and attaching a PDF is not allowed for new users. So what should I do?

4

Ok, it seems, that there are several file names in the field.

Check timestamp in the log file and paste the last try.
Or:

  • Exit nextcloud desktop client
  • remove or remane nextcloud.log
  • start desktop client
  • wait a minute
  • copy content og log file and paste it here or upload it to https://pastebin.com and post the link to the log.
5

This means the client isn’t logged in at all. As long as the client isn’t logged in, nothing will work.

Here’s how to log in again:

  • Left-click the tray icon

  • Left-click the favicon in the top left corner

  • Right-click the three-dot menu

  • Click “Log in” (Anmelden)

Your browser should now open. Log in to your Nextcloud account (if you aren’t already logged in) and click the “Grant access” button.

Alternatively, you can log in with an app password, which must be generated in the Security tab of your personal settings.

h.t.h.

Viel Glück,

ernolf

6

What about this message, @ernolf ? Does one of the user’s error messages cause the other?

7

The message simply states that end-to-end encryption has not been configured for the user. This is not an error message, but simply information. (At least that’s what I would understand from it.)

However, if end-to-end encryption has been configured, it cannot be initialized while the client is not logged in.

Viewed in this light, the message would be caused by the client not being logged in.

ernolf

8

Thanks for the instruction. After click on “log in” as you described nothing happens at all. No popup, no browser opens…. simply nothing happens.

Many thanks,
Rene

9

Hi @Pfifficus80,

propable reasons which I can imagine for this behavior are:

  • a broken http/https URL associations
  • a missing default browser
  • security/hardening tools blocking the browser launch

Quick test first (replace cloud.example.tld with the name of your cloud):

  1. Press Win+R and try
  • https://cloud.example.tld
  • http://cloud.example.tld

If neither opens a browser, Windows’ URL handler / default browser setup is the problem.

  1. If Win+R works, try this in PowerShell (just to see if Windows can launch a URL from a process):
Start-Process "https://cloud.example.tld"

To collect details + the relevant client logs, please run → this PowerShell script ← and send back the report.txt (don’t attach the ZIP publicly)

Steps:

  • Create a folder, e.g. C:\NC-Diag
  • Open Notepad, paste the script, save it as NextcloudLogin-Diag.ps1 in that folder
  • In Explorer open the folder, hold Shift, right-click an empty area → Open in Terminal
  • Run:
Set-ExecutionPolicy -Scope Process Bypass
.\NextcloudLogin-Diag.ps1 -ServerUrl "https://cloud.example.tld","http://cloud.example.tld" -TestBrowserLaunch

The report will show which application Windows uses for http/https and whether the browser launch works at all. If http/https has no valid open\command in the report.

h.t.h.

ernolf

10

Hi, I created the report but txt uploads are not allowed, PDF is not allowed for new users and copy the pure txt content gives an error more than 4 links are not allowed. How I can provide you the details?

11

You have to paste the text in a so called “fenced codeblock”

A fenced codeblock is everything in between of two lines with three backticks ( ` ) :

```
put text here
```

h.t.h.

ernolf

12

Please add:

  • use of a 3rd party security software (f.e. Symantec Internet Security)
  • Desktop-app previously was used with a different Nextcloud server (fingerprint does not match)
13

Hi @Pfifficus80,

Has your problem been solved in the meantime?

It would be great, not only for me but also for other users of this plattform, if you could let us know briefly and share what the cause was. After all, I wrote the PowerShell script just for you and showed you how to paste the result here. It’s a bit frustrating when there’s no response at all after that effort.

ernolf

14

Issue has been solved. Reason ist the HTTPS flag within the alias setup of nextcloud. The client refuses connection since the last update when this flag is set up.

So i removed that, cleared the cache of the client and since than its working perfect.

2 Likes
15

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