Nobody can connect to nextcloud anymore (Need support)

ℹ️ Support
1

Hi,

I need somebody who can help me urgently with my NC installation. We are running Linux 18.04 LTS and we noticed that since a few days max we are unable to access the server. It’s a VM and it pings fine from internal like from external, also tre tracerout seems correct. Butu when I VPN into the network of NC and then enter the IP address into the webbrowser it tells me that nginx is corectly instaled and is missing config. I have no idea of Lunux and the person who know about it isn’t there for 2 weeks. so I need super urgently sombody that can help me isolate the problem.

Tell me what information do you need (and please tell me where i can find it and how so I can provide you as fast as possible)

Thank you

2

First, it’s important to clarify whether you have access to the server — either via SSH or at least through the console of your virtualization platform (e.g. Proxmox, VirtualBox, VMware…) or a web-based console provided by your hosting provider, if this is a VPS.

So far, you’ve only mentioned that the server responds to ping and that nginx shows the default welcome page, which usually means the configuration for Nextcloud is missing or not enabled.
Without direct access to the system, there’s no way to check the status of nginx, view logs, or inspect the Nextcloud setup.

State clearly whether you can log in to the server and retrieve any information.
Also, confirm whether you’re running this on your own physical server (e.g. at home), or if it’s hosted as a VPS by a provider.
If it’s a VPS and you’ve lost access (e.g. expired subscription, account changes), that could explain why it’s unreachable and why nginx only shows the default page.

3

Hi,

I can access via SSH and it’s hosted on my own infra. I did no changes and suddently the access was gone. Tere is still space left

storage
storage495×195 5.03 KB

what else do you need from me?

4

From the df -h output, it’s clear you have SSH access, and the /dev/sdb1 disk is mounted as /mnt/ncdata — which likely holds your Nextcloud data.

You’re also running Snap packages, so it’s quite possible that Nextcloud was installed via Snap.

Run the following command:

snap list

Check if nextcloud appears in the list.
That will help determine which services are running and what to check next.

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5

the result is
Name Version Rev Tracking Publisher Notes
core 16-2.61.4-20240607 17200 latest/stable canonical✓ core

6

That output merely shows the snapd version installed on the system, so its unclear if Nextcloud snap is installed!

We’re looking for something like this:
grafik
to see if the snap is installed at all.

If indeed Nextcloud snap is installed and the automatic update failed for some reason, you can revert to get it up and running again:

There are various factors that could cause an issue with your Nextcloud snap instance. Your logs may help find a probable cause. There is a good chance someone in the community has had a similar issue and knows how to resolve it.

See Getting help and post the output of the the debugging script here:

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8

Status

[sudo] password for <USER>:
Unit snap.nextcloud.apache.service could not be found.

Journal

-- Logs begin at Wed 2023-10-25 04:02:28 CEST, end at Wed 2025-04-23 10:46:37 CEST. --
-- No entries --

Error log

tail: cannot open '/var/snap/nextcloud/current/logs/apache_errors.log' for reading: No such file or directory

PHP

Status

Unit snap.nextcloud.php-fpm.service could not be found.

Journal

-- Logs begin at Wed 2023-10-25 04:02:28 CEST, end at Wed 2025-04-23 10:46:42 CEST. --
-- No entries --

Error log

tail: cannot open '/var/snap/nextcloud/current/logs/php-fpm_errors.log' for reading: No such file or directory

MySQL

Status

Unit snap.nextcloud.mysql.service could not be found.

Journal

-- Logs begin at Wed 2023-10-25 04:02:28 CEST, end at Wed 2025-04-23 10:46:47 CEST. --
-- No entries --

Error log

tail: cannot open '/var/snap/nextcloud/current/logs/mysql_errors.log' for reading: No such file or directory

Redis

Status

Unit snap.nextcloud.redis-server.service could not be found.

Journal

-- Logs begin at Wed 2023-10-25 04:02:28 CEST, end at Wed 2025-04-23 10:46:50 CEST. --
-- No entries --

Error log

tail: cannot open '/var/snap/nextcloud/current/logs/redis.log' for reading: No such file or directory

Certificate Renewer

Status

Unit snap.nextcloud.renew-certs.service could not be found.

Journal

-- Logs begin at Wed 2023-10-25 04:02:28 CEST, end at Wed 2025-04-23 10:46:54 CEST. --
-- No entries --

Logrotate

Status

Unit snap.nextcloud.logrotate.service could not be found.

Journal

-- Logs begin at Wed 2023-10-25 04:02:28 CEST, end at Wed 2025-04-23 10:46:57 CEST. --
-- No entries --

Nextcloud Cron

Status

Unit snap.nextcloud.nextcloud-cron.service could not be found.

Journal

-- Logs begin at Wed 2023-10-25 04:02:28 CEST, end at Wed 2025-04-23 10:47:00 CEST. --
-- No entries --

Nextcloud Fixer

Status

Unit snap.nextcloud.nextcloud-fixer.service could not be found.

Journal

-- Logs begin at Wed 2023-10-25 04:02:28 CEST, end at Wed 2025-04-23 10:47:02 CEST. --
-- No entries --

Nextcloud configuration 

sudo: /snap/bin/nextcloud.occ: command not found

Nextcloud logs 

tail: cannot open '/var/snap/nextcloud/current/logs/nextcloud.log' for reading: No such file or directory

Over-mounts

snap version 

snap    2.61.4
snapd   2.61.4
series  16
ubuntu  18.04
kernel  4.15.0-213-generic

nextcloud version 

error: no matching snaps installed

nextcloud interfaces 

error: snap "nextcloud" not found

9

hey @HansDieter

nope, doesn’t look like you have Nextcloud snap installed. Please post the output of sudo snap list here

10

a said:
Name Version Rev Tracking Publisher Notes
core 16-2.61.4-20240607 17200 latest/stable canonical✓ core

11

yeah there is no Nextcloud snap installed on this system @vawaver …

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12

OK, based on the output, it’s clear that Nextcloud is not installed via Snap — snap list doesn’t show it, and commands like nextcloud.occ or snap.nextcloud.apache don’t exist.

This means it’s likely a manual installation or was installed via packages (e.g. apt) and placed somewhere like /var/www/.

The next step is to check where exactly Nextcloud is installed.
Run this command to list the contents of the web directory:

ls -l /var/www/

If there’s a nextcloud folder there, we can move on.

13

total 4
drwxr-xr-x 2 root root 4096 Aug 5 2019 html

14

just a general question, is there a paid service that can fix this for me? Does that exist for NextCloud?

15

I sent you a private message

16

thank you so Nextcloud them self only offer support for the enterprise edition right?

Anybody else has an idea? if not I will check with you SmallOne.

Are you available right now?

17

It’s extremely unlikely you’re using the Enterprise Edition — it’s intended for organizations with 100+ users and includes paid support and additional enterprise features.
For your use case, the Community Edition is more than sufficient and fully functional without any license. So no, this issue has nothing to do with an expired Enterprise license.
The cause is almost certainly technical (e.g., misconfiguration or missing service).

18

I am available now. Check the private message

19

I’m 100% sure I don’t have the enterprise edition. I was just wondering if there is a paid support from Nextcloud directly for persons like me with the comunity edition.

20

I hope that @SmallOne help you with your troubles.

21

The Problem was solved, even it was not solved by the SmallOne, he showed an extremly high level of skills and very precise way to work. After investigation he could only confirm that my Server is running fine. So i contacted the Firewall Support Sophos and they worked their way theough all until the support guy got the idea to reboot the router and that fixed the problem the router has a buggy firmware and AVM will get a report about this so they can fix that in a release.

No matter who solved it I thank you all for your super kind and fast support. THANK YOU!

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