Unable to open file or document

ℹ️ Support
1

I can’t read any documents or files.

When I try to open or download any documents, I have this an error “id request: zIStrtferRGmNe3XchAY”

For more information:

  • Nextcloud Server version : 20.0.14

    Operating system and version : Ubuntu 18.04

    Web server and version: Apache 2.4.29

    PHP version: 7.2.24

    Is this the first time you’ve seen this error? : Yes

    When did this problem seem to first start: 19/09/2025

    Installation method: AIO

    Are you using CloudfIare, mod_security, or similar? : No

Here is the log entries about this error:

OCA\Encryption\Exceptions\MultiKeyDecryptException: multikeydecrypt with share key failed:error:0407109F:rsa routines:RSA_padding_check_PKCS1_type_2:pkcs decoding error
OCA\Encryption\Exceptions\MultiKeyDecryptException: multikeydecrypt with share key failed:error:0407109F:rsa routines:RSA_padding_check_PKCS1_type_2:pkcs decoding error
Sabre\DAV\Exception\ServiceUnavailable: Encryption not ready: multikeydecrypt with share key failed:error:04065072:rsa routines:rsa_ossl_private_decrypt:padding check failed

*****

XXX.XXX.XXX.XXX - - [19/Sep/2025:09:06:15 +0000] "GET /ocs/v2.php/apps/user_status/api/v1/user_status HTTP/1.1" 200 953 "-" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/18.6 Safari/605.1.15"
XXX.XXX.XXX.XXX - - [19/Sep/2025:09:08:08 +0000] "GET /ocs/v2.php/apps/notifications/api/v2/notifications HTTP/1.1" 304 3819 "-" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/18.6 Safari/605.1.15"
XXX.XXX.XXX.XXX - - [19/Sep/2025:09:10:21 +0000] "GET /ocs/v2.php/apps/notifications/api/v2/notifications HTTP/1.1" 304 3819 "-" "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/18.6 Safari/605.1.15"

Here is the php config file:

<?php
<?php
$CONFIG = array (
  'instanceid' => '***********',
  'passwordsalt' => '***********',
  'secret' => '***********',
  'trusted_domains' =>
  array (
    0 => '***********',
    1 => '***********',
  ),
  'datadirectory' => '/var/www/ntcloud/data',
  'dbtype' => 'mysql',
  'version' => '20.0.14.2',
  'overwrite.cli.url' => '***********',
  'dbname' => 'ntcloud',
  'dbhost' => 'localhost',
  'dbport' => '',
  'dbtableprefix' => 'oc_',
  'dbuser' => 'oc_***********',
  'dbpassword' => '***********',
  'installed' => true,
  'maintenance' => false,
  'twofactor_enforced' => 'false',
  'default_language' => 'fr',
  'default_locale' => 'fr_FR',
  'twofactor_enforced_groups' =>
  array (
    0 => 'Utilisateur',
  ),
  'twofactor_enforced_excluded_groups' =>
  array (
  ),
  'app_install_overwrite' =>
  array (
    0 => 'end_to_end_encryption',
  ),
  'mail_smtpmode' => 'smtp',
  'mail_sendmailmode' => 'smtp',
  'mail_smtphost' => '***********',
  'mail_from_address' => 'ntcloud',
  'mail_domain' => '***********',
  'mail_smtpport' => '25',
  'theme' => '',
  'loglevel' => 2,
  'encryption.legacy_format_support' => true,
  'encryption.key_storage_migrated' => false,
);

Any solutions for this problem, please ?

Thank you very much in advance for any help.

2

Hey @messaid welcome to the Nextcloud community :waving_hand:

You started a topic in support category. Unfortunately you ignored the template and a lot of information to help you is missing. Please edit your original post and add all required details like Nextcloud version, webserver type and version, os version, related log file content. Use the support template.

Without additional information the community members cannot help you.

3

Hi @scubemuc

I added information according to the template as you suggest.

4

are you sure about that version? assuming the version you’ve quoted is the version installed… that is no longer supported and EOL.

that cant be true either… could it?

5

Very old, your server OS and Nextcloud. Is it possible, that certificates are outdated now (including CA certificate), that decryption is not possible anymore?

btw.:

We recommend, to upgrade to Ubuntu 24.04, PHP 8.3 and Nextcloud 30

6

Hi everybody,

Thank you for this reply, as recommended we upgraded to ubuntu 24.04.3 - PHP 8.3.6 and Nextcloud 30.0.16.

image
image677×508 126 KB

Despite of this upgrade, we can’t open or download any files.

Thank you in advance for any help you can offer.

7

My experiences after upgrading Ubuntu and PHP was, that not all needed php modules had been installed.
Please check the admin guide:

8

We have installed the missing php modules and we still have the same problem.

Do you need any further informations ?

Thanks.

9

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