Support intro
Sorry to hear you’re facing problems. 
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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):
32.06
- Operating system and version (e.g., Ubuntu 24.04):
Unraid 7.2.4 and iOS 26.3.1
- Web server and version (e.g, Apache 2.4.25):
- nginx 1.28.2
- Reverse proxy and version _(e.g. nginx 1.27.2)
Swag5.4.0-ls447
- PHP version (e.g, 8.3):
- 8.4.16
- Is this the first time you’ve seen this error? (Yes / No):
No
- When did this problem seem to first start?
I think it's always done this
- Installation method (e.g. AlO, NCP, Bare Metal/Archive, etc.)
Docker containers
- Are you using CloudfIare, mod_security, or similar? (Yes / No)
Noreplace me
Summary of the issue you are facing:
Screen captures on my iPhone are being saved as PNGs when synced back to my PC but are invalid PNG files. The head of these synced files appear to be JPGs, not PNGs.
Thunar in Linux does not display the thumbnail for these images because of the invalid file format.
Steps to replicate it (hint: details matter!):
-
Take a screenshot on the phone
-
Sync the files
-
Look at the thumbnail in Thunar
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.
NA
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.
NA
Web server / Reverse Proxy
The output of your Apache/nginx/system log in /var/log/____:
NA
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": {
"maintenance_window_start": 6,
"trashbin_retention_obligation": "auto, 30",
"versions_retention_obligation": "auto, 30",
"memcache.local": "\\OC\\Memcache\\APCu",
"datadirectory": "***REMOVED SENSITIVE VALUE***",
"instanceid": "***REMOVED SENSITIVE VALUE***",
"passwordsalt": "***REMOVED SENSITIVE VALUE***",
"secret": "***REMOVED SENSITIVE VALUE***",
"trusted_domains": [
"192.168.0.100:444",
"***REMOVED SENSITIVE VALUE***"
],
"dbtype": "mysql",
"version": "32.0.6.1",
"trusted_proxies": "***REMOVED SENSITIVE VALUE***",
"overwrite.cli.url": "https:\/\/***REMOVED SENSITIVE VALUE***",
"overwritehost": "***REMOVED SENSITIVE VALUE***",
"overwriteprotocol": "https",
"dbname": "***REMOVED SENSITIVE VALUE***",
"dbhost": "***REMOVED SENSITIVE VALUE***",
"dbport": "",
"dbtableprefix": "oc_",
"mysql.utf8mb4": true,
"dbuser": "***REMOVED SENSITIVE VALUE***",
"dbpassword": "***REMOVED SENSITIVE VALUE***",
"installed": true,
"maintenance": false,
"theme": "",
"loglevel": 2,
"default_phone_region": "US",
"mail_from_address": "***REMOVED SENSITIVE VALUE***",
"mail_smtpmode": "smtp",
"mail_sendmailmode": "smtp",
"mail_domain": "***REMOVED SENSITIVE VALUE***",
"mail_smtpsecure": "ssl",
"mail_smtpauthtype": "LOGIN",
"mail_smtpauth": 1,
"mail_smtphost": "***REMOVED SENSITIVE VALUE***",
"mail_smtpport": "465",
"mail_smtpname": "***REMOVED SENSITIVE VALUE***",
"mail_smtppassword": "***REMOVED SENSITIVE VALUE***",
"filelocking.enabled": "true",
"memcache.locking": "\\OC\\Memcache\\APCu",
"memories.exiftool": "\/config\/www\/nextcloud\/apps\/memories\/bin-ext\/exiftool-amd64-musl",
"memories.vod.path": "\/config\/www\/nextcloud\/apps\/memories\/bin-ext\/go-vod-amd64",
"memories.vod.ffmpeg": "\/usr\/bin\/ffmpeg",
"memories.vod.ffprobe": "\/usr\/bin\/ffprobe",
"memories.index.mode": "3",
"memories.index.path": "\/pictures\/",
"memories.gis_type": 1,
"preview_max_x": 2048,
"preview_max_y": 2048,
"enabledPreviewProviders": [
"OC\\Preview\\Image",
"OC\\Preview\\HEIC",
"OC\\Preview\\TIFF",
"OC\\Preview\\Movie"
],
"memories.vod.disable": false,
"upgrade.disable-web": true,
"app_install_overwrite": [],
"twofactor_enforced": "true",
"twofactor_enforced_groups": [
"admin"
],
"twofactor_enforced_excluded_groups": []
},
"apps": {
"activity": {
"enabled": "no",
"installed_version": "2.19.0",
"notify_email_calendar": "0",
"notify_email_calendar_event": "0",
"notify_email_calendar_todo": "0",
"notify_email_comments": "0",
"notify_email_contacts": "0",
"notify_email_file_changed": "0",
"notify_email_group_settings": "1",
"notify_email_public_links": "0",
"notify_email_remote_share": "0",
"notify_email_shared": "0",
"notify_notification_calendar": "0",
"notify_notification_calendar_event": "0",
"notify_notification_calendar_todo": "0",
"notify_notification_comments": "0",
"notify_notification_contacts": "0",
"notify_notification_favorite": "0",
"notify_notification_file_changed": "0",
"notify_notification_file_favorite_changed": "0",
"notify_notification_group_settings": "0",
"notify_notification_personal_settings": "0",
"notify_notification_public_links": "0",
"notify_notification_remote_share": "0",
"notify_notification_security": "1",
"notify_notification_shared": "0",
"notify_setting_batchtime": "3600",
"notify_setting_self": "0",
"notify_setting_selfemail": "0",
"types": "filesystem"
},
"app_api": {
"enabled": "no",
"installed_version": "32.0.0",
"types": ""
},
"audioplayer": {
"enabled": "no",
"installed_version": "3.4.1",
"types": "filesystem"
},
"backgroundjob": {
"lastjob": "16692"
},
"bookmarks": {
"enabled": "no",
"installed_version": "13.1.3",
"performance.maxBookmarksperAccount": "",
"previews.pageres.env": "",
"previews.screenly.token": "",
"previews.screenly.url": "",
"previews.screenshotmachine.key": "",
"previews.webshot.url": "",
"privacy.enableScraping": "true",
"types": ""
},
"bruteforcesettings": {
"enabled": "yes",
"installed_version": "5.0.0",
"types": ""
},
"circles": {
"enabled": "no",
"installed_version": "24.0.0",
"loopback_tmp_scheme": "https",
"maintenance_run": "0",
"maintenance_update": "{\"maximum\":3,\"3\":1659995402,\"2\":1659997202,\"1\":1659997502,\"4\":1653444002,\"5\":1653102002}",
"migration_22": "1",
"migration_22_1": "1",
"migration_run": "0",
"types": "filesystem,dav"
},
"cloud_federation_api": {
"enabled": "yes",
"installed_version": "1.16.0",
"types": "filesystem"
},
"comments": {
"enabled": "no",
"installed_version": "1.17.0",
"types": "logging"
},
"contactsinteraction": {
"enabled": "no",
"installed_version": "1.8.0",
"types": "dav"
},
"core": {
"backgroundjobs_mode": "cron",
"emailTestSuccessful": "1",
"enterpriseLogoChecked": "yes",
"files_metadata_installed": "1",
"installed.bundles": "[\"CoreBundle\"]",
"installedat": "1570639434.8654",
"lastcron": 1774537800,
"lastupdateResult": "{\"version\":\"27.0.2.1\",\"versionstring\":\"Nextcloud 27.0.2\",\"url\":\"https:\\\/\\\/download.nextcloud.com\\\/server\\\/releases\\\/nextcloud-27.0.2.zip\",\"web\":\"https:\\\/\\\/docs.nextcloud.com\\\/server\\\/27\\\/admin_manual\\\/maintenance\\\/upgrade.html\",\"changes\":\"https:\\\/\\\/updates.nextcloud.com\\\/changelog_server\\\/?version=27.0.2\",\"autoupdater\":\"1\",\"eol\":\"0\"}",
"lastupdatedat": "0",
"metadataGenerationDone": "true",
"moveavatarsdone": "yes",
"previewsCleanedUp": "1",
"public_files": "files_sharing\/public.php",
"public_webdav": "dav\/appinfo\/v1\/publicwebdav.php",
"theming.variables": "676d35ba02e3027bc25321378d1ca82a",
"updater.secret.created": "1585659372",
"vendor": "nextcloud",
"files_metadata": {
"files-live-photo": {
"value": null,
"type": "string",
"etag": "",
"indexed": false,
"editPermission": 0
},
"blurhash": {
"value": null,
"type": "string",
"etag": "5835563a63ce78aecb75ba85010bb1d8",
"indexed": false,
"editPermission": 0
}
},
"oc.integritycheck.checker": []
},
"dashboard": {
"enabled": "yes",
"installed_version": "7.12.0",
"types": ""
},
"dav": {
"buildCalendarReminderIndex": "yes",
"buildCalendarSearchIndex": "yes",
"builtSocialSearchIndex": "yes",
"chunks_migrated": "1",
"enabled": "yes",
"installed_version": "1.34.2",
"regeneratedBirthdayCalendarsForYearFix": "yes",
"types": "filesystem"
},
"documentserver_community": {
"enabled": "no",
"installed_version": "0.2.0",
"types": "filesystem"
},
"facerecognition": {
"enabled": "no",
"installed_version": "0.9.31",
"types": "filesystem"
},
"federatedfilesharing": {
"enabled": "yes",
"installed_version": "1.22.0",
"types": ""
},
"federation": {
"enabled": "no",
"installed_version": "1.17.0",
"types": "authentication"
},
"files": {
"cronjob_scan_files": "500",
"enabled": "yes",
"installed_version": "2.4.0",
"mimetype_version": "32.0.6.1",
"types": "filesystem",
"watermark_enabled": "no"
},
"files_downloadlimit": {
"enabled": "yes",
"installed_version": "5.0.0-dev.0",
"types": ""
},
"files_external": {
"enabled": "yes",
"installed_version": "1.24.1",
"types": "filesystem",
"allow_user_mounting": true,
"user_mounting_backends": "smb,\\OC\\Files\\Storage\\SMB_OC"
},
"files_pdfviewer": {
"enabled": "yes",
"installed_version": "5.0.0",
"types": ""
},
"files_reminders": {
"enabled": "no",
"installed_version": "1.0.0",
"types": ""
},
"files_rightclick": {
"enabled": "no",
"installed_version": "1.6.0",
"types": ""
},
"files_sharing": {
"enabled": "yes",
"installed_version": "1.24.1",
"types": "filesystem"
},
"files_trashbin": {
"background_job_expire_trash_offset": 0,
"enabled": "yes",
"installed_version": "1.22.0",
"types": "filesystem,dav"
},
"files_versions": {
"enabled": "yes",
"installed_version": "1.25.0",
"types": "filesystem,dav"
},
"firstrunwizard": {
"enabled": "yes",
"installed_version": "5.0.0",
"types": ""
},
"gallery": {
"enabled": "no",
"installed_version": "18.4.0",
"types": ""
},
"logreader": {
"enabled": "yes",
"installed_version": "5.0.0",
"shownLevels": "[2,3,4]",
"types": "logging"
},
"lookup_server_connector": {
"enabled": "yes",
"installed_version": "1.20.0",
"types": "authentication"
},
"memories": {
"enabled": "no",
"installed_version": "7.0.2",
"last_index_job_duration": "1.31",
"last_index_job_start": "1711682475",
"last_index_job_status": "Indexing completed successfully",
"last_index_job_status_type": "success",
"types": ""
},
"nextcloud_announcements": {
"enabled": "yes",
"installed_version": "4.0.0",
"pub_date": "Thu, 24 Oct 2019 00:00:00 +0200",
"types": "logging"
},
"notifications": {
"enabled": "yes",
"installed_version": "5.0.0",
"types": "logging"
},
"oauth2": {
"enabled": "yes",
"installed_version": "1.20.0",
"types": "authentication"
},
"onlyoffice": {
"DocumentServerInternalUrl": "https:\/\/***REMOVED SENSITIVE VALUE***/",
"DocumentServerUrl": "https:\/\/documentserver.lockzero.com\/",
"StorageUrl": "",
"customization_macros": "true",
"customization_plugins": "true",
"demo": "{\"available\":true,\"enabled\":false,\"start\":{\"date\":\"2025-10-26 17:38:42.636589\",\"timezone_type\":3,\"timezone\":\"UTC\"}}",
"enabled": "no",
"installed_version": "9.11.0",
"jwt_header": "",
"jwt_secret": "***REMOVED SENSITIVE VALUE***",
"protection": "owner",
"settings_error": "",
"types": "prevent_group_restriction",
"verify_peer_off": "false"
},
"password_policy": {
"enabled": "yes",
"enforceNumericCharacters": "1",
"installed_version": "4.0.0",
"maximumLoginAttempts": "3",
"types": "authentication"
},
"photos": {
"enabled": "no",
"installed_version": "2.3.0",
"lastPlaceMappedUser": "test",
"lastPlaceMappingDone": "true",
"types": "dav,authentication"
},
"previewgenerator": {
"enabled": "yes",
"installed_version": "5.12.1",
"types": "filesystem"
},
"privacy": {
"enabled": "yes",
"installed_version": "4.0.0",
"types": ""
},
"profile": {
"enabled": "yes",
"installed_version": "1.1.0",
"types": ""
},
"provisioning_api": {
"enabled": "yes",
"installed_version": "1.22.0",
"types": "prevent_group_restriction"
},
"ransomware_protection": {
"enabled": "no",
"installed_version": "1.14.0",
"types": "logging"
},
"recognize": {
"clusterFaces.lastRun": "1711676124",
"clusterFaces.status": "true",
"concurrency.enabled": "false",
"enabled": "no",
"faces.batchSize": "50",
"faces.enabled": "true",
"faces.lastFile": "1711683105",
"faces.status": "true",
"imagenet.batchSize": "20",
"imagenet.enabled": "true",
"imagenet.lastFile": "1711682076",
"imagenet.status": "true",
"installed_version": "5.0.3",
"landmarks.batchSize": "20",
"landmarks.enabled": "false",
"movinet.batchSize": "5",
"movinet.enabled": "false",
"musicnn.batchSize": "20",
"musicnn.enabled": "false",
"nice_binary": "\/bin\/nice",
"nice_value": "0",
"node_binary": "\/config\/www\/nextcloud\/apps\/recognize\/bin\/node",
"tensorflow.cores": "6",
"tensorflow.gpu": "false",
"tensorflow.purejs": "true",
"types": "filesystem,dav"
},
"recommendations": {
"enabled": "yes",
"installed_version": "5.0.0",
"types": ""
},
"related_resources": {
"enabled": "yes",
"installed_version": "3.0.0",
"types": ""
},
"richdocuments": {
"disable_certificate_verification": "",
"enabled": "no",
"installed_version": "8.7.6",
"public_wopi_url": "https:\/\/***REMOVED SENSITIVE VALUE***",
"types": "filesystem,prevent_group_restriction",
"wopi_allowlist": "172.18.0.0\/24,192.168.0.100\/24,98.212.195.56",
"wopi_url": "https:\/\/***REMOVED SENSITIVE VALUE***m"
},
"richdocumentscode": {
"enabled": "no",
"installed_version": "25.4.504",
"types": ""
},
"serverinfo": {
"cached_count_appdata_files": 164515,
"cached_count_filecache": 366422,
"cached_count_storages": "15",
"enabled": "yes",
"installed_version": "4.0.0",
"size_appdata_storage": 7760387,
"types": ""
},
"settings": {
"enabled": "yes",
"installed_version": "1.15.1",
"types": ""
},
"sharebymail": {
"enabled": "yes",
"installed_version": "1.22.0",
"types": "filesystem"
},
"support": {
"SwitchUpdaterServerHasRun": "yes",
"enabled": "yes",
"installed_version": "4.0.0",
"types": "session"
},
"survey_client": {
"enabled": "no",
"installed_version": "1.15.0",
"types": ""
},
"systemtags": {
"enabled": "no",
"installed_version": "1.14.0",
"types": "logging"
},
"tasks": {
"enabled": "yes",
"installed_version": "0.17.1",
"types": ""
},
"text": {
"enabled": "no",
"installed_version": "3.2.0",
"types": "dav"
},
"theming": {
"backgroundMime": "image\/png",
"background_color": "#000000",
"cachebuster": "23",
"enabled": "yes",
"installed_version": "2.7.0",
"logoDimensions": "233x247",
"logoMime": "image\/png",
"name": "***REMOVED SENSITIVE VALUE***",
"primary_color": "#000000",
"slogan": "***REMOVED SENSITIVE VALUE***",
"types": "logging",
"url": "***REMOVED SENSITIVE VALUE***"
},
"twofactor_backupcodes": {
"enabled": "yes",
"installed_version": "1.21.0",
"types": ""
},
"twofactor_totp": {
"enabled": "yes",
"installed_version": "14.0.0",
"types": ""
},
"updatenotification": {
"audioplayer": "3.2.1",
"bruteforcesettings": "2.0.1",
"core": "27.0.2.1",
"enabled": "no",
"files_rightclick": "0.15.1",
"installed_version": "1.17.0",
"ransomware_protection": "1.14.0",
"related_resources": "1.0.4",
"tasks": "0.15.0",
"types": "",
"update_check_errors": "0"
},
"user_status": {
"enabled": "yes",
"installed_version": "1.12.0",
"types": ""
},
"viewer": {
"enabled": "yes",
"installed_version": "5.0.0",
"types": ""
},
"weather_status": {
"enabled": "no",
"installed_version": "1.1.0",
"types": ""
},
"webhook_listeners": {
"enabled": "yes",
"installed_version": "1.3.0",
"types": "filesystem"
},
"workflowengine": {
"enabled": "yes",
"installed_version": "2.14.0",
"types": "filesystem"
}
}
}
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.
