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Support intro

Sorry to hear you’re facing problems :slightly_frowning_face:

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:

I can no longer access the server via the WEb interface or the Android application. I have no idea where to look for an error.

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 :heart:

Nextcloud version (eg, 20.0.5): 23.0.3.2
Operating system and version (eg, Ubuntu 20.04): Ubuntu 20.04.4 LTS
Apache or nginx version (eg, Apache 2.4.25): Apache/2.4.41
PHP version (eg, 7.4): PHP 7.4.3

The issue you are facing:
I can no longer access the server via the WEb interface or the Android application. I have no idea where to look for an error. I tried to look at the logs but I don’t understand anything. On the other hand, I did check that my box was properly directed.

Is this the first time you’ve seen this error? (Y/N): Y

Steps to replicate it:

The output of your Nextcloud log in Admin > Logging:

PASTE HERE

The output of your config.php file in /path/to/nextcloud (make sure you remove any identifiable information!):
‘trusted_domains’ =>
array (
0 => ‘XXX.XXX.XXX.XXX l’, (adress local)
1 => ‘XXX.XXXXXX.fr’, (domain name)

The output of your Apache/nginx/system log in /var/log/____:

192.168.1.254 - - - [05/May/2022:20:12:49 +0000] “PROPFIND /remote.php/dav/files/Azec/hack HTTP/1.1” 207 1095 “-” "Mozilla/5.0 (Windows) mirall/3.4.3stable-Win64 (build 20220225) (Nextcloud, windows-10.0.19043 ClientArchitecture: x86_64>192.168.1.254 - - - [05/May/2022:20:12:50 +0000] “PROPFIND /remote.php/dav/files/Azec/souvenirs HTTP/1.1” 207 1098 “-” "Mozilla/5.0 (Windows) mirall/3.4.3stable-Win64 (build 20220225) (Nextcloud, windows-10.0.19043 ClientArchitecture: x>

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.

{“reqId”:“1eS3VWaqZIqE3KASd42o”,“level”:3,“time”:“2022-05-08T17:54:25+00:00”,“remoteAddr”:"",“user”:"–",“app”:“mail”,“method”:"",“url”:"–",“message”:“Cron mail sync failed for account 2”,“userAgent”:"–",“version”:“23.0.3.2”,“exceptio>{“reqId”:“0MaWvbtZlttmKLoofXYB”,“level”:4,“time”:“2022-05-08T18:17:36+00:00”,“remoteAddr”:”",“user”:"–",“app”:“no app in context”,“method”:"",“url”:"–",“message”:“Could not boot richdocuments: read error on connection to /tmp/sockets/>{“reqId”:“0MaWvbtZlttmKLoofXYB”,“level”:4,“time”:“2022-05-08T18:17:36+00:00”,“remoteAddr”:”",“user”:"–",“app”:“richdocumentscode”,“method”:"",“url”:"–",“message”:“Error during app loading: Redis server /tmp/sockets/redis.sock:0 went a>{“reqId”:“0MaWvbtZlttmKLoofXYB”,“level”:4,“time”:“2022-05-08T18:17:36+00:00”,“remoteAddr”:”",“user”:"–",“app”:“serverinfo”,“method”:"",“url”:"–",“message”:“Error during app loading: Redis server /tmp/sockets/redis.sock:0 went away”,“u>{“reqId”:“etn3REBGfGd07Ng72N99”,“level”:4,“time”:“2022-05-08T18:25:37+00:00”,“remoteAddr”:”",“user”:"–",“app”:“no app in context”,“method”:"",“url”:"–",“message”:“Could not boot richdocuments: read error on connection to /tmp/sockets/>{“reqId”:“etn3REBGfGd07Ng72N99”,“level”:4,“time”:“2022-05-08T18:25:37+00:00”,“remoteAddr”:”",“user”:"–",“app”:“richdocumentscode”,“method”:"",“url”:"–",“message”:“Error during app loading: Redis server /tmp/sockets/redis.sock:0 went a>{“reqId”:“etn3REBGfGd07Ng72N99”,“level”:4,“time”:“2022-05-08T18:25:37+00:00”,“remoteAddr”:”",“user”:"–",“app”:“serverinfo”,“method”:"",“url”:"–",“message”:“Error during app loading: Redis server /tmp/sockets/redis.sock:0 went away”,“u>{“reqId”:“VkjMr8vU2mtD9h9m7dYo”,“level”:3,“time”:“2022-05-08T18:58:32+00:00”,“remoteAddr”:”",“user”:"–",“app”:“mail”,“method”:"",“url”:"–",“message”:“Cron mail sync failed for account 2”,“userAgent”:"–",“version”:“23.0.3.2”,“exceptio>{“reqId”:“RwYcqEj6sxK3zH4m7AsL”,“level”:3,“time”:“2022-05-08T19:58:53+00:00”,“remoteAddr”:”",“user”:"–",“app”:“mail”,“method”:"",“url”:"–",“message”:“Cron mail sync failed for account 2”,“userAgent”:"–",“version”:“23.0.3.2”,"exceptio>

2

Did you make some recent change or update to either Nextcloud or the server running it?

Docker, VM, Snap?
Which version of Redis?
Which version of Collabora? (it is offline from your errors)

Redis is offline.
Have you tried restarting your machine?

3

juste a agent SSH on the server but nothing with Nextcloud
Is a real machin, no VM, and it’s SNAP
What is Redis and Collabora?
Version of Nextcloud : 23.0.3.2
yes i tried many times

4

You can try searching the errors you are seeing as keywords to understand them against the forum and search engines. There is also the admin documentation.

https://help.nextcloud.com/search?q=Error%20during%20app%20loading:%20Redis%20server%20/tmp/sockets/redis.sock

5

ok but where can i search errors?

6

You’ll want to look within the Snap directories. I don’t use snaps, but you’ll figure it out. A little internet searching goes a long way.

All the documentation should be out there, along with similar question and solutions.