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): 27.1.3 (from 27.1.3 RC2)
Operating system and version (eg, Ubuntu 20.04): Debian 12
Apache or nginx version (eg, Apache 2.4.25): 2.4.56
PHP version (eg, 7.4): 8.2
The issue you are facing:
Failing to upgrade to 27.1.3 via web gui. Stuck on deleting old files
Is this the first time you’ve seen this error? (Y/N): Y
Steps to replicate it:
- Open update dialog from Admin settings
- Run through update
The output of your Nextcloud log in Admin > Logging:
can't access. server stuck in update mode
The output of your config.php file in /path/to/nextcloud (make sure you remove any identifiable information!):
<?php
$CONFIG = array (
'instanceid' => 'ocbnjkxht1xp',
'passwordsalt' => 'REMOVED',
'secret' => 'REMOVED',
'trusted_domains' =>
array (
0 => 'REMOVED',
1 => 'REMOVED',
),
'default_phone_region' => 'US',
'datadirectory' => '/var/www/html/nextcloud/data',
'dbtype' => 'mysql',
'version' => '27.1.3.1',
'overwrite.cli.url' => 'REMOVED',
'dbname' => 'nextcloud',
'dbhost' => 'localhost',
'dbport' => '',
'dbtableprefix' => 'oc_',
'mysql.utf8mb4' => true,
'dbuser' => 'nextcloud',
'dbpassword' => 'REMOVED',
'installed' => true,
'overwriteprotocol' => 'https',
'twofactor_enforced' => 'true',
'twofactor_enforced_groups' =>
array (
),
'twofactor_enforced_excluded_groups' =>
array (
),
'app_install_overwrite' =>
array (
0 => 'maps',
1 => 'duplicatefinder',
2 => 'richdocuments',
3 => 'gpxedit',
4 => 'documentserver_community',
),
'maintenance' => true,
'updater.release.channel' => 'beta',
'theme' => '',
'loglevel' => 2,
'memories.exiftool' => '/var/www/html/nextcloud/apps/memories/bin-ext/exiftool-amd64-glibc',
'memories.vod.path' => '/var/www/html/nextcloud/apps/memories/bin-ext/go-vod-amd64',
'mail_from_address' => 'postmaster',
'mail_smtpmode' => 'smtp',
'mail_sendmailmode' => 'smtp',
'mail_domain' => 'REMOVED',
'mail_smtphost' => '192.168.35.5',
'mail_smtpport' => '25',
'memcache.local' => '\\OC\\Memcache\\APCu',
'memcache.locking' => '\\OC\\Memcache\\APCu',
'mail_smtpauth' => 1,
'mail_smtpname' => 'REMOVED',
'mail_smtppassword' => 'REMOVED',
'enabledPreviewProviders' =>
array (
0 => 'OC\\Preview\\Image',
1 => 'OC\\Preview\\HEIC',
2 => 'OC\\Preview\\TIFF',
3 => 'OC\\Preview\\Movie',
),
'memories.vod.disable' => false,
'memories.vod.ffmpeg' => '/usr/bin/ffmpeg',
'memories.vod.ffprobe' => '/usr/bin/ffprobe',
'memories.gis_type' => 1,
'updater.secret' => 'REMOVED,
);
The output of your Apache/nginx/system log in /var/log/____:
[Fri Oct 27 12:11:36.350017 2023] [php:warn] [pid 1963] [client 192.168.35.1:47530] PHP Warning: rmdir(/var/www/html/nextcloud/updater/../3rdparty/.git/objects/pack): Permission denied in /var/www/html/nextcloud/updater/index.php on line 927
[Fri Oct 27 12:11:37.313125 2023] [php:warn] [pid 183] [client 192.168.35.1:47536] PHP Warning: rmdir(/var/www/html/nextcloud/updater/../3rdparty/.git/objects/pack): Permission denied in /var/www/html/nextcloud/updater/index.php on line 927
[Fri Oct 27 12:11:38.042508 2023] [php:warn] [pid 187] [client 192.168.35.1:47552] PHP Warning: rmdir(/var/www/html/nextcloud/updater/../3rdparty/.git/objects/pack): Permission denied in /var/www/html/nextcloud/updater/index.php on line 927
[Fri Oct 27 12:11:38.649659 2023] [php:warn] [pid 186] [client 192.168.35.1:47562] PHP Warning: rmdir(/var/www/html/nextcloud/updater/../3rdparty/.git/objects/pack): Permission denied in /var/www/html/nextcloud/updater/index.php on line 927
[Fri Oct 27 12:11:38.973678 2023] [php:warn] [pid 184] [client 192.168.35.1:47570] PHP Warning: rmdir(/var/www/html/nextcloud/updater/../3rdparty/.git/objects/pack): Permission denied in /var/www/html/nextcloud/updater/index.php on line 927
[Fri Oct 27 12:11:39.300176 2023] [php:warn] [pid 185] [client 192.168.35.1:47580] PHP Warning: rmdir(/var/www/html/nextcloud/updater/../3rdparty/.git/objects/pack): Permission denied in /var/www/html/nextcloud/updater/index.php on line 927
[Fri Oct 27 12:11:39.628413 2023] [php:warn] [pid 1963] [client 192.168.35.1:47594] PHP Warning: rmdir(/var/www/html/nextcloud/updater/../3rdparty/.git/objects/pack): Permission denied in /var/www/html/nextcloud/updater/index.php on line 927
[Fri Oct 27 12:11:39.988389 2023] [php:warn] [pid 183] [client 192.168.35.1:38258] PHP Warning: rmdir(/var/www/html/nextcloud/updater/../3rdparty/.git/objects/pack): Permission denied in /var/www/html/nextcloud/updater/index.php on line 927
[Fri Oct 27 12:13:05.909611 2023] [php:warn] [pid 184] [client 192.168.35.1:44226] PHP Warning: rmdir(/var/www/html/nextcloud/updater/../3rdparty/.git/objects/pack): Permission denied in /var/www/html/nextcloud/updater/index.php on line 927
[Fri Oct 27 12:30:14.359086 2023] [php:warn] [pid 1963] [client 192.168.35.1:52408] PHP Warning: rmdir(/var/www/html/nextcloud/updater/../3rdparty): Permission denied in /var/www/html/nextcloud/updater/index.php on line 927
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":"e3UkGwOtrQsaUF6ji2F2","level":3,"time":"2023-10-27T04:34:26+00:00","remoteAddr":"192.168.35.1","user":"Jeef","app":"no app in context","method":"GET","url":"/ocs/v2.php/apps/files_sharing/api/v1/shares?format=json&path=filename.jpg&shared_with_me=true","message":"$absolutePath must be relative to \"files\", value is \"/\"","userAgent":"Mozilla/5.0 (X11; Linux x86_64; rv:109.0) Gecko/20100101 Firefox/115.0","version":"27.1.3.1","data":[]}
{"reqId":"e3UkGwOtrQsaUF6ji2F2","level":3,"time":"2023-10-27T04:34:26+00:00","remoteAddr":"192.168.35.1","user":"Jeef","app":"no app in context","method":"GET","url":"/ocs/v2.php/apps/files_sharing/api/v1/shares?format=json&path=%2Flespas%filename.jpg&shared_with_me=true","message":"$absolutePath must be relative to \"files\"","userAgent":"Mozilla/5.0 (X11; Linux x86_64; rv:109.0) Gecko/20100101 Firefox/115.0","version":"27.1.3.1","exception":{"Exception":"InvalidArgumentException","Message":"$absolutePath must be relative to \"files\"","Code":0,"Trace":[{"file":"/var/www/html/nextcloud/lib/private/Files/View.php","line":1944,"function":"getPathRelativeToFiles","class":"OC\\Files\\View","type":"->"},{"file":"/var/www/html/nextcloud/lib/private/Files/View.php","line":2052,"function":"lockPath","class":"OC\\Files\\View","type":"->"},{"file":"/var/www/html/nextcloud/lib/private/Files/Node/Node.php","line":382,"function":"lockFile","class":"OC\\Files\\View","type":"->"},{"file":"/var/www/html/nextcloud/apps/files_sharing/lib/Controller/ShareAPIController.php","line":1770,"function":"lock","class":"OC\\Files\\Node\\Node","type":"->"},{"file":"/var/www/html/nextcloud/apps/files_sharing/lib/Controller/ShareAPIController.php","line":976,"function":"lock","class":"OCA\\Files_Sharing\\Controller\\ShareAPIController","type":"->"},{"file":"/var/www/html/nextcloud/lib/private/AppFramework/Http/Dispatcher.php","line":230,"function":"getShares","class":"OCA\\Files_Sharing\\Controller\\ShareAPIController","type":"->"},{"file":"/var/www/html/nextcloud/lib/private/AppFramework/Http/Dispatcher.php","line":137,"function":"executeController","class":"OC\\AppFramework\\Http\\Dispatcher","type":"->"},{"file":"/var/www/html/nextcloud/lib/private/AppFramework/App.php","line":183,"function":"dispatch","class":"OC\\AppFramework\\Http\\Dispatcher","type":"->"},{"file":"/var/www/html/nextcloud/lib/private/Route/Router.php","line":315,"function":"main","class":"OC\\AppFramework\\App","type":"::"},{"file":"/var/www/html/nextcloud/ocs/v1.php","line":64,"function":"match","class":"OC\\Route\\Router","type":"->"},{"file":"/var/www/html/nextcloud/ocs/v2.php","line":23,"args":["/var/www/html/nextcloud/ocs/v1.php"],"function":"require_once"}],"File":"/var/www/html/nextcloud/lib/private/Files/View.php","Line":2126,"CustomMessage":"--"}}
{"reqId":"orOXIhQYrVIM5oEuhwbz","level":3,"time":"2023-10-27T10:44:02+00:00","remoteAddr":"","user":"--","app":"cron","method":"","url":"--","message":"Typed property OCP\\BackgroundJob\\Job::$time must not be accessed before initialization","userAgent":"--","version":"27.1.3.1","exception":{"Exception":"Error","Message":"Typed property OCP\\BackgroundJob\\Job::$time must not be accessed before initialization","Code":0,"Trace":[{"file":"/var/www/html/nextcloud/lib/public/BackgroundJob/TimedJob.php","line":93,"function":"start","class":"OCP\\BackgroundJob\\TimedJob","type":"->"},{"file":"/var/www/html/nextcloud/cron.php","line":152,"function":"execute","class":"OCP\\BackgroundJob\\TimedJob","type":"->"}],"File":"/var/www/html/nextcloud/lib/public/BackgroundJob/TimedJob.php","Line":102,"CustomMessage":"--"}}
{"reqId":"wcOSgdtWjAaUSVuAa7ZA","level":3,"time":"2023-10-27T10:45:01+00:00","remoteAddr":"","user":"--","app":"cron","method":"","url":"--","message":"Typed property OCP\\BackgroundJob\\Job::$time must not be accessed before initialization","userAgent":"--","version":"27.1.3.1","exception":{"Exception":"Error","Message":"Typed property OCP\\BackgroundJob\\Job::$time must not be accessed before initialization","Code":0,"Trace":[{"file":"/var/www/html/nextcloud/lib/public/BackgroundJob/TimedJob.php","line":93,"function":"start","class":"OCP\\BackgroundJob\\TimedJob","type":"->"},{"file":"/var/www/html/nextcloud/cron.php","line":152,"function":"execute","class":"OCP\\BackgroundJob\\TimedJob","type":"->"}],"File":"/var/www/html/nextcloud/lib/public/BackgroundJob/TimedJob.php","Line":102,"CustomMessage":"--"}}
{"reqId":"djwNv29YavfvN4gddA98","level":3,"time":"2023-10-27T15:47:11+00:00","remoteAddr":"192.168.35.1","user":"Jeef","app":"onlyoffice","method":"GET","url":"/index.php/core/preview?fileId=303599&c=cdfaeddac6bfd219cfbcaa59b444aa72&x=250&y=250&forceIcon=0&a=1","message":"GetConvertedUri: from conf to jpeg","userAgent":"Mozilla/5.0 (X11; Linux x86_64; rv:109.0) Gecko/20100101 Firefox/115.0","version":"27.1.3.1","exception":{"Exception":"GuzzleHttp\\Exception\\ClientException","Message":"Client error: `POST https://nc.jeef.site/index.php/apps/documentserver_community/ConvertService.ashx` resulted in a `404 Not Found` response:\n<!DOCTYPE html>\n<html class=\"ng-csp\" data-placeholder-focus=\"false\" lang=\"en\" data-locale=\"en\" translate=\"no\" >\n\t<head\n (truncated...)\n","Code":404,"Trace":[{"file":"/var/www/html/nextcloud/3rdparty/guzzlehttp/guzzle/src/Middleware.php","line":69,"function":"create","class":"GuzzleHttp\\Exception\\RequestException","type":"::","args":["*** sensitive parameters replaced ***"]},{"file":"/var/www/html/nextcloud/3rdparty/guzzlehttp/promises/src/Promise.php","line":204,"function":"GuzzleHttp\\{closure}","class":"GuzzleHttp\\Middleware","type":"::","args":["*** sensitive parameters replaced ***"]},{"file":"/var/www/html/nextcloud/3rdparty/guzzlehttp/promises/src/Promise.php","line":153,"function":"callHandler","class":"GuzzleHttp\\Promise\\Promise","type":"::"},{"file":"/var/www/html/nextcloud/3rdparty/guzzlehttp/promises/src/TaskQueue.php","line":48,"function":"GuzzleHttp\\Promise\\{closure}","class":"GuzzleHttp\\Promise\\Promise","type":"::","args":["*** sensitive parameters replaced ***"]},{"file":"/var/www/html/nextcloud/3rdparty/guzzlehttp/promises/src/Promise.php","line":248,"function":"run","class":"GuzzleHttp\\Promise\\TaskQueue","type":"->"},{"file":"/var/www/html/nextcloud/3rdparty/guzzlehttp/promises/src/Promise.php","line":224,"function":"invokeWaitFn","class":"GuzzleHttp\\Promise\\Promise","type":"->"},{"file":"/var/www/html/nextcloud/3rdparty/guzzlehttp/promises/src/Promise.php","line":269,"function":"waitIfPending","class":"GuzzleHttp\\Promise\\Promise","type":"->"},{"file":"/var/www/html/nextcloud/3rdparty/guzzlehttp/promises/src/Promise.php","line":226,"function":"invokeWaitList","class":"GuzzleHttp\\Promise\\Promise","type":"->"},{"file":"/var/www/html/nextcloud/3rdparty/guzzlehttp/promises/src/Promise.php","line":62,"function":"waitIfPending","class":"GuzzleHttp\\Promise\\Promise","type":"->"},{"file":"/var/www/html/nextcloud/3rdparty/guzzlehttp/guzzle/src/Client.php","line":187,"function":"wait","class":"GuzzleHttp\\Promise\\Promise","type":"->"},{"file":"/var/www/html/nextcloud/lib/private/Http/Client/Client.php","line":301,"function":"request","class":"GuzzleHttp\\Client","type":"->"},{"file":"/var/www/html/nextcloud/apps/onlyoffice/lib/DocumentService.php","line":372,"function":"post","class":"OC\\Http\\Client\\Client","type":"->"},{"file":"/var/www/html/nextcloud/apps/onlyoffice/lib/DocumentService.php","line":177,"function":"Request","class":"OCA\\Onlyoffice\\DocumentService","type":"->"},{"file":"/var/www/html/nextcloud/apps/onlyoffice/lib/DocumentService.php","line":91,"function":"SendRequestToConvertService","class":"OCA\\Onlyoffice\\DocumentService","type":"->"},{"file":"/var/www/html/nextcloud/apps/onlyoffice/lib/Preview.php","line":269,"function":"GetConvertedUri","class":"OCA\\Onlyoffice\\DocumentService","type":"->"},{"file":"/var/www/html/nextcloud/lib/private/Preview/ProviderV1Adapter.php","line":53,"function":"getThumbnail","class":"OCA\\Onlyoffice\\Preview","type":"->"},{"file":"/var/www/html/nextcloud/lib/private/Preview/GeneratorHelper.php","line":64,"function":"getThumbnail","class":"OC\\Preview\\ProviderV1Adapter","type":"->"},{"file":"/var/www/html/nextcloud/lib/private/Preview/Generator.php","line":361,"function":"getThumbnail","class":"OC\\Preview\\GeneratorHelper","type":"->"},{"file":"/var/www/html/nextcloud/lib/private/Preview/Generator.php","line":337,"function":"generateProviderPreview","class":"OC\\Preview\\Generator","type":"->"},{"file":"/var/www/html/nextcloud/lib/private/Preview/Generator.php","line":149,"function":"getMaxPreview","class":"OC\\Preview\\Generator","type":"->"},{"file":"/var/www/html/nextcloud/lib/private/Preview/Generator.php","line":116,"function":"generatePreviews","class":"OC\\Preview\\Generator","type":"->"},{"file":"/var/www/html/nextcloud/lib/private/PreviewManager.php","line":192,"function":"getPreview","class":"OC\\Preview\\Generator","type":"->"},{"file":"/var/www/html/nextcloud/core/Controller/PreviewController.php","line":144,"function":"getPreview","class":"OC\\PreviewManager","type":"->"},{"file":"/var/www/html/nextcloud/core/Controller/PreviewController.php","line":113,"function":"fetchPreview","class":"OC\\Core\\Controller\\PreviewController","type":"->"},{"file":"/var/www/html/nextcloud/lib/private/AppFramework/Http/Dispatcher.php","line":230,"function":"getPreviewByFileId","class":"OC\\Core\\Controller\\PreviewController","type":"->"},{"file":"/var/www/html/nextcloud/lib/private/AppFramework/Http/Dispatcher.php","line":137,"function":"executeController","class":"OC\\AppFramework\\Http\\Dispatcher","type":"->"},{"file":"/var/www/html/nextcloud/lib/private/AppFramework/App.php","line":183,"function":"dispatch","class":"OC\\AppFramework\\Http\\Dispatcher","type":"->"},{"file":"/var/www/html/nextcloud/lib/private/Route/Router.php","line":315,"function":"main","class":"OC\\AppFramework\\App","type":"::"},{"file":"/var/www/html/nextcloud/lib/base.php","line":1068,"function":"match","class":"OC\\Route\\Router","type":"->"},{"file":"/var/www/html/nextcloud/index.php","line":36,"function":"handleRequest","class":"OC","type":"::"}],"File":"/var/www/html/nextcloud/3rdparty/guzzlehttp/guzzle/src/Exception/RequestException.php","Line":113,"message":"GetConvertedUri: from conf to jpeg","CustomMessage":"GetConvertedUri: from conf to jpeg"}}