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):
v29 also HUB 10 v31
- Operating system and version (e.g., Ubuntu 24.04):
Ubuntu 20.04
- Web server and version (e.g, Apache 2.4.25):
- `Apache/2.4.52 (Ubuntu)
- Reverse proxy and version _(e.g. nginx 1.27.2)
Apache/2.4.52 (Ubuntu)
- PHP version (e.g, 8.3):
8.1
- Is this the first time you’ve seen this error? (Yes / No):
no, going on since v29r,, almost giving up on Nextcloud because of it
- When did this problem seem to first start?
an install instance to v29
- Installation method (e.g. AlO, NCP, Bare Metal/Archive, etc.)
installed manually from github to my own VPS
- Are you using CloudfIare, mod_security, or similar? (Yes / No)
no
Summary of the issue you are facing:
[I have an old instance running v21 nextcloud and on the same server is running the older loolwsd.service behind a reverse proxy on it’s own subdomain, all done with Apache, no Nginx involved. I manually installed and configured correctly the loolwsd and have used it for many years with my nextcloud; However after trying out an instance v29, I could get the Office to connect to server running lool and got a green light, but will no longer open a file in the online version; So I tried again yesterday on another server with new nextcloud v31, and I installed the latest coolwsd from Collabora Ubuntu package, and it’s running properly so it seems, except i still can’t get the admin console link to work.. but I can hook into it from nextcloud v31 and v29 and get the green success 'you are connected to Collabora server" behind a reverse proxy running SSL .. all looks good in the Office Admin section, but still.. you hold your mouse over a file and you even see the link “Download” it never attempts to open the OpenOffice console as it still down on my older instance running v21]
I also ran a test just now from my instance v21 Nextcloud running the old loolwsd Collabora CODE server.. well, I changed the v21 to use the new server I installed yesterday running coolwsd, and it opened the file right in the browser, finally see that this coolwsd server can open a file and edit it. But I can’t get to open from v29 nor 31 using same coolwsd Collabora server!
Steps to replicate it (hint: details matter!):
- click file icon in Files
- it automatically and immediately downloads that file
- it did NOT open in browser as I expected
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.
Zero log entries happen.. the mouseover caption reads "download" when hovering over a file
Web Browser
zero console.log, zero attempts to connect to the coolwsd server address.
Web server / Reverse Proxy
The output of your Apache/nginx/system log in /var/log/____:
nothing here that is related
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": {
"instanceid": "***REMOVED SENSITIVE VALUE***",
"passwordsalt": "***REMOVED SENSITIVE VALUE***",
"secret": "***REMOVED SENSITIVE VALUE***",
"trusted_domains": [
"usa.db5d.net"
],
"datadirectory": "***REMOVED SENSITIVE VALUE***",
"dbtype": "mysql",
"version": "31.0.7.1",
"overwrite.cli.url": "https:\/\/usa.db5d.net",
"dbname": "***REMOVED SENSITIVE VALUE***",
"dbhost": "***REMOVED SENSITIVE VALUE***",
"dbport": "",
"dbtableprefix": "oc_",
"mysql.utf8mb4": true,
"dbuser": "***REMOVED SENSITIVE VALUE***",
"dbpassword": "***REMOVED SENSITIVE VALUE***",
"updater.release.channel": "git",
"installed": true
}
}
Apps
…
Enabled:
- calendar: 5.4.0-rc.3
- cloud_federation_api: 1.14.0
- comments: 1.21.0
- contacts: 7.2.2
- contactsinteraction: 1.12.0
- dashboard: 7.11.0
- dav: 1.33.0
- federatedfilesharing: 1.21.0
- federation: 1.21.0
- files: 2.3.1
- files_external: 1.23.0
- files_reminders: 1.4.0
- files_sharing: 1.23.1
- files_trashbin: 1.21.0
- files_versions: 1.24.0
- lookup_server_connector: 1.19.0
- mail: 5.1.9
- notes: 4.12.2
- oauth2: 1.19.1
- profile: 1.0.0
- provisioning_api: 1.21.0
- richdocuments: 8.7.2
- settings: 1.14.0
- sharebymail: 1.21.0
- spreed: 21.1.2
- systemtags: 1.21.1
- theming: 2.6.1
- twofactor_backupcodes: 1.20.0
- updatenotification: 1.21.0
- user_status: 1.11.0
- weather_status: 1.11.0
- webhook_listeners: 1.2.0
- workflowengine: 2.13.0
Disabled: - admin_audit: 1.21.0
- encryption: 2.19.0
- testing: 1.21.0
- user_ldap: 1.22.0
…
if you didn’t upgrade since than you are lucky lazy admin. both applications evolved since than and loolwsd became coolwsd many years ago. this definitely requires changes in 
