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, 18.0.2): 19.0.3
Operating system and version (eg, Ubuntu 20.04): Hetzner Server Hosting (Linux 5.4.0-45-generic x86_64)
Apache or nginx version (eg, Apache 2.4.25): nginx/1.18.0 (fpm-fcgi)
PHP version (eg, 7.1): 7.4.10
The issue you are facing:
Is this the first time you’ve seen this error? (Y/N): Y
Steps to replicate it:
- Install Update from MacOS (10.15.6)
- Install Safari Update (Version 14.0 (15610.1.28.1.9, 15610))
- Launch Nextcloud Webinterface
- The web interface is stuck and does not respond
The output of your Nextcloud log in Admin > Logging:
Cannot download log
The output of your config.php file in /path/to/nextcloud (make sure you remove any identifiable information!):
## Server configuration detail
**Operating system:** Linux 5.4.0-45-generic #49-Ubuntu SMP Wed Aug 26 13:38:52 UTC 2020 x86_64
**Webserver:** nginx/1.18.0 (fpm-fcgi)
**Database:** mysql 10.3.24
**PHP version:** 7.4.10
Modules loaded: Core, date, libxml, openssl, pcre, sqlite3, zlib, ctype, curl, dom, fileinfo, filter, ftp, hash, iconv, json, mbstring, SPL, PDO, session, posix, readline, Reflection, standard, SimpleXML, pdo_sqlite, Phar, tokenizer, xml, xmlreader, xmlwriter, mysqlnd, cgi-fcgi, apcu, bcmath, exif, gd, gmp, imagick, intl, ldap, memcached, pcntl, pdo_mysql, pdo_pgsql, redis, sodium, zip, Zend OPcache
**Nextcloud version:** 19.0.3 - 19.0.3.1
**Updated from an older Nextcloud/ownCloud or fresh install:**
**Where did you install Nextcloud from:** unknown
<details><summary>Signing status</summary>
Array
(
)
</details>
<details><summary>List of activated apps</summary>
Enabled:
- accessibility: 1.5.0
- activity: 2.12.0
- calendar: 2.0.4
- cloud_federation_api: 1.2.0
- comments: 1.9.0
- contacts: 3.3.0
- contactsinteraction: 1.0.0
- dav: 1.15.0
- event_update_notification: 1.0.2
- federatedfilesharing: 1.9.0
- federation: 1.9.0
- files: 1.14.0
- files_pdfviewer: 1.8.0
- files_rightclick: 0.16.0
- files_sharing: 1.11.0
- files_trashbin: 1.9.0
- files_versions: 1.12.0
- files_videoplayer: 1.8.0
- firstrunwizard: 2.8.0
- groupfolders: 7.0.0
- logreader: 2.4.0
- lookup_server_connector: 1.7.0
- nextcloud_announcements: 1.8.0
- notifications: 2.7.0
- oauth2: 1.7.0
- password_policy: 1.9.1
- photos: 1.1.0
- polls: 1.4.3
- privacy: 1.3.0
- provisioning_api: 1.9.0
- recommendations: 0.7.0
- serverinfo: 1.9.0
- settings: 1.1.0
- sharebymail: 1.9.0
- spreed: 9.0.3
- support: 1.2.1
- survey_client: 1.7.0
- systemtags: 1.9.0
- text: 3.0.1
- theming: 1.10.0
- twofactor_backupcodes: 1.8.0
- twofactor_totp: 5.0.0
- updatenotification: 1.9.0
- viewer: 1.3.0
- workflowengine: 2.1.0
Disabled:
- admin_audit
- deck
- encryption
- user_ldap
</details>
<details><summary>Configuration (config/config.php)</summary>
{
"skeletondirectory": "\/var\/www\/html\/themes\/hetzner\/skeleton",
"memcache.local": "\\OC\\Memcache\\APCu",
"apps_paths": [
{
"path": "\/var\/www\/html\/apps",
"url": "\/apps",
"writable": false
},
{
"path": "\/var\/www\/html\/custom_apps",
"url": "\/custom_apps",
"writable": true
}
],
"passwordsalt": "***REMOVED SENSITIVE VALUE***",
"secret": "***REMOVED SENSITIVE VALUE***",
"trusted_domains": [
"***REMOVED SENSITIVE VALUE***"
],
"datadirectory": "***REMOVED SENSITIVE VALUE***",
"dbtype": "mysql",
"version": "19.0.3.1",
"overwrite.cli.url": "***REMOVED SENSITIVE VALUE***",
"dbname": "***REMOVED SENSITIVE VALUE***",
"dbhost": "***REMOVED SENSITIVE VALUE***",
"dbport": "",
"dbtableprefix": "oc_",
"mysql.utf8mb4": true,
"dbuser": "***REMOVED SENSITIVE VALUE***",
"dbpassword": "***REMOVED SENSITIVE VALUE***",
"installed": true,
"instanceid": "***REMOVED SENSITIVE VALUE***",
"redis": {
"host": "***REMOVED SENSITIVE VALUE***",
"port": "***REMOVED SENSITIVE VALUE***",
"timeout": "1.5",
"dbindex": "0"
},
"filelocking.enabled": true,
"memcache.locking": "\\OC\\Memcache\\Redis",
"mail_smtpmode": "smtp",
"mail_smtpauthtype": "LOGIN",
"mail_smtphost": "***REMOVED SENSITIVE VALUE***",
"mail_from_address": "***REMOVED SENSITIVE VALUE***",
"mail_domain": "***REMOVED SENSITIVE VALUE***",
"log_type": "syslog",
"syslog_tag": "***REMOVED SENSITIVE VALUE***",
"simpleSignUpLink.shown": false,
"upgrade.disable-web": true,
"updatechecker": false,
"theme": "hetzner",
"loglevel": 2,
"maintenance": false,
"mail_smtpauth": 1,
"mail_sendmailmode": "smtp",
"mail_smtpsecure": "ssl",
"twofactor_enforced": "false",
"twofactor_enforced_groups": [
"***REMOVED SENSITIVE VALUE***",
"***REMOVED SENSITIVE VALUE***",
"***REMOVED SENSITIVE VALUE***"
],
"twofactor_enforced_excluded_groups": [],
"updater.release.channel": "stable"
}
</details>
**External storages:** files_external is disabled
**Encryption:** no
**User-backends:**
* OC\User\Database
**Browser:** Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_4) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/13.1 Safari/605.1.15
The output of your Apache/nginx/system log in /var/log/____:
Cannot access root server