Support intro
Sorry to hear you’re facing problems 
help.nextcloud.com is for home/non-enterprise users. If you’re running a business, paid support can be accessed via portal.nextcloud.com where we can ensure your business keeps running smoothly.
In order to help you as quickly as possible, before clicking Create Topic please provide as much of the below as you can. Feel free to use a pastebin service for logs, otherwise either indent short log examples with four spaces:
example
Or for longer, use three backticks above and below the code snippet:
longer
example
here
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 
Nextcloud version (eg, 20.0.5): 27.1.1
Operating system and version (eg, Ubuntu 20.04): Ubuntu 23.04
Apache or nginx version (eg, Apache 2.4.25): nginx
PHP version (eg, 7.4): 8.2.10
The issue you are facing:
Receiving the following error.
Is this the first time you’ve seen this error? (Y/N): N
Steps to replicate it:
Error occurs when accessing external storage files either on SFTP, Webdav, or SMB.
The output of your Nextcloud log in Admin > Logging:
[onlyoffice] Error: Exception: Error occurred in the document service: Incorrect password at <<closure>>
0. /var/www/html/custom_apps/onlyoffice/lib/DocumentService.php line 95
OCA\Onlyoffice\DocumentService->ProcessConvServResponceError("-5")
1. /var/www/html/custom_apps/onlyoffice/lib/Preview.php line 269
OCA\Onlyoffice\DocumentService->GetConvertedUri("http://nginx-se ... 4", "docx", "jpeg", "1762976265")
2. /var/www/html/lib/private/Preview/ProviderV1Adapter.php line 53
OCA\Onlyoffice\Preview->getThumbnail("_FILENAME.docx", 4096, 4096, false, ["OC\\Files\\View"])
3. /var/www/html/lib/private/Preview/GeneratorHelper.php line 64
OC\Preview\ProviderV1Adapter->getThumbnail(["OC\\Files\\Node\\File"], 4096, 4096)
4. /var/www/html/lib/private/Preview/Generator.php line 397
OC\Preview\GeneratorHelper->getThumbnail(["OC\\Preview\\ProviderV1Adapter"], ["OC\\Files\\Node\\File"], 4096, 4096)
5. /var/www/html/lib/private/Preview/Generator.php line 373
OC\Preview\Generator->generateProviderPreview(["OC\\Files\\SimpleFS\\SimpleFolder"], ["OC\\Files\\Node\\File"], 4096, 4096, false, true, "application/vnd ... t", "")
6. /var/www/html/lib/private/Preview/Generator.php line 166
OC\Preview\Generator->getMaxPreview(["OC\\Files\\SimpleFS\\SimpleFolder"], [], ["OC\\Files\\Node\\File"], "application/vnd ... t", "")
7. /var/www/html/lib/private/Preview/Generator.php line 116
OC\Preview\Generator->generatePreviews(["OC\\Files\\Node\\File"], [[375,375,false,"fill"]], "application/vnd ... t")
8. /var/www/html/lib/private/PreviewManager.php line 192
OC\Preview\Generator->getPreview(["OC\\Files\\Node\\File"], 375, 375, false, "fill", null)
9. /var/www/html/core/Controller/PreviewController.php line 144
OC\PreviewManager->getPreview(["OC\\Files\\Node\\File"], 375, 375, false, "fill")
10. /var/www/html/core/Controller/PreviewController.php line 113
OC\Core\Controller\PreviewController->fetchPreview(["OC\\Files\\Node\\File"], 375, 375, true, false, "fill")
11. /var/www/html/lib/private/AppFramework/Http/Dispatcher.php line 230
OC\Core\Controller\PreviewController->getPreviewByFileId(66387, 375, 375, true, false, "fill")
12. /var/www/html/lib/private/AppFramework/Http/Dispatcher.php line 137
OC\AppFramework\Http\Dispatcher->executeController(["OC\\Core\\Cont ... "], "getPreviewByFileId")
13. /var/www/html/lib/private/AppFramework/App.php line 183
OC\AppFramework\Http\Dispatcher->dispatch(["OC\\Core\\Cont ... "], "getPreviewByFileId")
14. /var/www/html/lib/private/Route/Router.php line 315
OC\AppFramework\App::main("OC\\Core\\Controller\\PreviewController", "getPreviewByFileId", ["OC\\AppFramewo ... "], ["core.Preview.getPreviewByFileId"])
15. /var/www/html/lib/base.php line 1068
OC\Route\Router->match("/core/preview")
16. /var/www/html/index.php line 36
OC::handleRequest()
GET /index.php/core/preview?fileId=66387&c=6518c496182c2&x=375&y=375&forceIcon=0&a=1
from 192.168.1.51 by shaywood at 2023-10-01T04:28:02+00:00```
The output of your config.php file in `/path/to/nextcloud` (make sure you remove any identifiable information!):
```version: '3'
services:
app:
container_name: app-server
build: ./
restart: always
environment:
- PHP_UPLOAD_LIMIT=16G
- PHP_POST_MAX_SIZE=16G
- PHP_MEMORY_LIMIT=4G
- PHP_ADMIN_VALUE[MAX_INPUT_TIME]=86400
- PHP_ADMIN_VALUE[MAX_EXECUTION_TIME]=86400
expose:
- '80'
- '9000'
volumes:
- app_data:/var/www/html
onlyoffice-document-server:
container_name: onlyoffice-document-server
image: onlyoffice/documentserver:latest
restart: always
environment:
- JWT_SECRET=SECRETNAME
expose:
- '80'
- '443'
volumes:
- document_data:/var/www/onlyoffice/Data
- document_log:/var/log/onlyoffice
nginx:
container_name: nginx-server
image: nginx
restart: always
ports:
- 80:80
- 443:443
volumes:
- ./nginx.conf:/etc/nginx/nginx.conf
- app_data:/var/www/html
volumes:
document_data:
document_log:
app_data:
mysql_data:
The output of your Apache/nginx/system log in /var/log/____:
PASTE HERE
PASTE HERE
Output errors in nextcloud.log in /var/www/ or as admin user in top right menu, filtering for errors. Use a pastebin service if necessary.
PASTE HERE