Support intro
Sorry to hear you’re facing problems. 
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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:
- 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):
32.0.0
- Operating system and version (e.g., Ubuntu 24.04):
Debian trixie
- Web server and version (e.g, Apache 2.4.25):
apache 2.4.65-2
- Reverse proxy and version _(e.g. nginx 1.27.2)
replace me
- PHP version (e.g, 8.3):
- 2:8.4+96
- Is this the first time you’ve seen this error? (Yes / No):
yes
- When did this problem seem to first start?
after upgrade
- Installation method (e.g. AlO, NCP, Bare Metal/Archive, etc.)
by hand
- Are you using CloudfIare, mod_security, or similar? (Yes / No)
no
Summary of the issue you are facing:
Se $subject. The PHP error when the client tries to do anything is “Parent folder not in filecache for files”.
Steps to replicate it (hint: details matter!):
-
I installed the nextcloud instance, created the group folders from the web, then in the command line moved the content under nextcloud/__groupfolders/[n]/files/, and did an occ files:scan.
-
After install the nextcloud clients synchronized ok, but when I tried to move or delete a file in the client side, an error occured. The log revealed the php error “Parent folder not in filecache for files”.
-
Then I ran occ files:repair-tree. On the web all files in the group folder disappeared, and the clients started to cry about missing files.
-
Then I ran occ files:scan –all, which restored the files, but goto 2
Log entries
ct 5 19:05:53 server Nextcloud[128358]: {"reqId":"6lqXCGsAzaXX5EIGnsgr","level":3,"time":"2025-10-05T17:05:53+00:00","remoteAddr":"192.168.1.1","user":"marianna","app":"webdav","method":"P
UT","url":"/remote.php/dav/files/marianna/Arpi-maganugyei/ingatlan/ingatlan%20kiad%C3%A1s/Kimen%C5%91%20sz%C3%A1ml%C3%A1k/2025/E-MA-2025-77-Szeg%C5%91.pdf","message":"{\"Exception\":\"Except
ion\",\"Message\":\"Parent folder not in filecache for files\",\"Code\":0,\"Trace\":[{\"file\":\"/var/www/nextcloud/lib/private/Files/Cache/Wrapper/CacheJail.php\",\"line\":123,\"function\":
\"insert\",\"class\":\"OC\\\\Files\\\\Cache\\\\Cache\",\"type\":\"->\"},{\"file\":\"/var/www/nextcloud/lib/private/Files/Cache/Wrapper/CacheWrapper.php\",\"line\":132,\"function\":\"insert\"
,\"class\":\"OC\\\\Files\\\\Cache\\\\Wrapper\\\\CacheJail\",\"type\":\"->\"},{\"file\":\"/var/www/nextcloud/apps/groupfolders/lib/Mount/RootEntryCache.php\",\"line\":46,\"function\":\"insert
\",\"class\":\"OC\\\\Files\\\\Cache\\\\Wrapper\\\\CacheWrapper\",\"type\":\"->\"},{\"file\":\"/var/www/nextcloud/lib/private/Files/Cache/Wrapper/CacheWrapper.php\",\"line\":132,\"function\":
\"insert\",\"class\":\"OCA\\\\GroupFolders\\\\Mount\\\\RootEntryCache\",\"type\":\"->\"},{\"file\":\"/var/www/nextcloud/lib/private/Files/Cache/Scanner.php\",\"line\":276,\"function\":\"inse
rt\",\"class\":\"OC\\\\Files\\\\Cache\\\\Wrapper\\\\CacheWrapper\",\"type\":\"->\"},{\"file\":\"/var/www/nextcloud/lib/private/Files/Cache/Scanner.php\",\"line\":227,\"function\":\"addToCach
e\",\"class\":\"OC\\\\Files\\\\Cache\\\\Scanner\",\"type\":\"->\"},{\"file\":\"/var/www/nextcloud/lib/private/Files/Cache/Scanner.php\",\"line\":170,\"function\":\"scanFile\",\"class\":\"OC\
\\\Files\\\\Cache\\\\Scanner\",\"type\":\"->\"},{\"file\":\"/var/www/nextcloud/lib/private/Files/Cache/Scanner.php\",\"line\":320,\"function\":\"scanFile\",\"class\":\"OC\\\\Files\\\\Cache\\
\\Scanner\",\"type\":\"->\"},{\"file\":\"/var/www/nextcloud/lib/private/Files/View.php\",\"line\":1388,\"function\":\"scan\",\"class\":\"OC\\\\Files\\\\Cache\\\\Scanner\",\"type\":\"->\"},{\
"file\":\"/var/www/nextcloud/lib/private/Files/View.php\",\"line\":1424,\"function\":\"getCacheEntry\",\"class\":\"OC\\\\Files\\\\View\",\"type\":\"->\"},{\"file\":\"/var/www/nextcloud/apps/
dav/lib/Connector/Sabre/Directory.php\",\"line\":199,\"function\":\"getFileInfo\",\"class\":\"OC\\\\Files\\\\View\",\"type\":\"->\"},{\"file\":\"/var/www/nextcloud/3rdparty/sabre/dav/lib/DAV
/Tree.php\",\"line\":95,\"function\":\"getChild\",\"class\":\"OCA\\\\DAV\\\\Connector\\\\Sabre\\\\Directory\",\"type\":\"->\"},{\"file\":\"/var/www/nextcloud/apps/dav/lib/Connector/Sabre/Loc
kPlugin.php\",\"line\":49,\"function\":\"getNodeForPath\",\"class\":\"Sabre\\\\DAV\\\\Tree\",\"type\":\"->\"},{\"file\":\"/var/www/nextcloud/3rdparty/sabre/event/lib/WildcardEmitterTrait.php
\",\"line\":89,\"function\":\"getLock\",\"class\":\"OCA\\\\DAV\\\\Connector\\\\Sabre\\\\LockPlugin\",\"type\":\"->\"},{\"file\":\"/var/www/nextcloud/3rdparty/sabre/dav/lib/DAV/Server.php\",\
"line\":456,\"function\":\"emit\",\"class\":\"Sabre\\\\DAV\\\\Server\",\"type\":\"->\"},{\"file\":\"/var/www/nextcloud/apps/dav/lib/Connector/Sabre/Server.php\",\"line\":211,\"function\":\"i
nvokeMethod\",\"class\":\"Sabre\\\\DAV\\\\Server\",\"type\":\"->\"},{\"file\":\"/var/www/nextcloud/apps/dav/lib/Server.php\",\"line\":424,\"function\":\"start\",\"class\":\"OCA\\\\DAV\\\\Con
nector\\\\Sabre\\\\Server\",\"type\":\"->\"},{\"file\":\"/var/www/nextcloud/apps/dav/appinfo/v2/remote.php\",\"line\":22,\"function\":\"exec\",\"class\":\"OCA\\\\DAV\\\\Server\",\"type\":\"-
>\"},{\"file\":\"/var/www/nextcloud/remote.php\",\"line\":151,\"args\":[\"/var/www/nextcloud/apps/dav/appinfo/v2/remote.php\"],\"function\":\"require_once\"}],\"File\":\"/var/www/nextcloud/l
ib/private/Files/Cache/Cache.php\",\"Line\":276,\"message\":\"Parent folder not in filecache for files\",\"exception\":{},\"CustomMessage\":\"Parent folder not in filecache for files\"}","us
erAgent":"Mozilla/5.0 (Windows) mirall/3.17.2 (build 20250916) (Nextcloud, windows-10.0.19045 ClientArchitecture: x86_64 OsArchitecture: x86_64)","version":"32.0.0.13","clientReqId":"262bf49
c-3e46-463a-b309-4a5400070993"}
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!):
{
"system": {
"instanceid": "***REMOVED SENSITIVE VALUE***",
"passwordsalt": "***REMOVED SENSITIVE VALUE***",
"secret": "***REMOVED SENSITIVE VALUE***",
"trusted_domains": [
"fs.kodekonveyor.com"
],
"datadirectory": "***REMOVED SENSITIVE VALUE***",
"dbtype": "pgsql",
"version": "32.0.0.13",
"overwrite.cli.url": "https:\/\/fs.kodekonveyor.com",
"dbname": "***REMOVED SENSITIVE VALUE***",
"dbhost": "***REMOVED SENSITIVE VALUE***",
"dbtableprefix": "oc_",
"dbuser": "***REMOVED SENSITIVE VALUE***",
"dbpassword": "***REMOVED SENSITIVE VALUE***",
"installed": true,
"app_install_overwrite": [
"organization_folders"
],
"maintenance": false,
"maintenance_window_start": 1,
"mail_smtpmode": "sendmail",
"mail_smtphost": "***REMOVED SENSITIVE VALUE***",
"mail_sendmailmode": "pipe",
"mail_from_address": "***REMOVED SENSITIVE VALUE***",
"mail_domain": "***REMOVED SENSITIVE VALUE***",
"forbidden_filename_basenames": [
"con",
"prn",
"aux",
"nul",
"com0",
"com1",
"com2",
"com3",
"com4",
"com5",
"com6",
"com7",
"com8",
"com9",
"com\u00b9",
"com\u00b2",
"com\u00b3",
"lpt0",
"lpt1",
"lpt2",
"lpt3",
"lpt4",
"lpt5",
"lpt6",
"lpt7",
"lpt8",
"lpt9",
"lpt\u00b9",
"lpt\u00b2",
"lpt\u00b3"
],
"forbidden_filename_characters": [
"<",
">",
":",
"\"",
"|",
"?",
"*",
"\\",
"\/"
],
"forbidden_filename_extensions": [
" ",
".",
".filepart",
".part"
],
"twofactor_enforced": "true",
"twofactor_enforced_groups": [],
"twofactor_enforced_excluded_groups": [],
"mail_smtpport": "25",
"log_type": "syslog",
"syslog_tag": "Nextcloud",
"logfile": "",
"loglevel": 1
}
}
Apps
The output of occ app:list (if possible).
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.