Support intro
Sorry to hear you’re facing problems. 
The community help forum (help.nextcloud.com) is for home and non-enterprise users. Support is provided by other community members on a best effort / “as available” basis. All of those responding are volunteering their time to help you.
If you’re using Nextcloud in a business/critical setting, paid and SLA-based support services can be accessed via portal.nextcloud.com where Nextcloud engineers can help ensure your business keeps running smoothly.
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):
- 32.0.5
- Operating system and version (e.g., Ubuntu 24.04):
- Linux 6.1.0-44-amd64 x86_64
- Web server and version (e.g, Apache 2.4.25)
- I’m running my NextCloud on a simple Website on Hetzner
- Reverse proxy and version _(e.g. nginx 1.27.2)
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- PHP version (e.g, 8.3):
8.4
- Is this the first time you’ve seen this error? (Yes / No):
Yes
- When did this problem seem to first start?
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- Installation method (e.g. AlO, NCP, Bare Metal/Archive, etc.)
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- Are you using CloudfIare, mod_security, or similar? (Yes / No)
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Summary of the issue you are facing:
I’m running Nextcloud on a simple Hetzner Webspace – which means, I have a database, PHP, some storage, but it is a shared server and I don’t have access to SSH.
Installation was very smooth, some months ago.
However, the shared server is quite limited, not just that I don’t have SSH access, but also memory is very limited (PHP memory limit is max. 256 MB, which is too small, I guess).
So, when I run the updater, I get an error at step 5:
Verifying integrity
Parsing response failed.
Show detailed response
Detailed response is empty.
The updater log also does not indicate an error, clearly:
2026-04-30T07:35:23+0200 Qk77a7oOCh [info] request to updater
2026-04-30T07:35:23+0200 Qk77a7oOCh [info] currentStep()
2026-04-30T07:35:23+0200 Qk77a7oOCh [info] Step 5 is in state "start".
I also tried the “manual” update process, downloading the update manually, uploading with FTP to the server … but then I have to run SSH, which I can’t on this Hetzner webspace.
Is there any other way to update Nextcloud on such a limited environment?
Thanks.
Steps to replicate it (hint: details matter!):
-
Run updater in admin settings
-
Delete “.step” file if it is left over from previous installation
-
Update failes at step 5
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.
PASTE HERE
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.
PASTE
Web server / Reverse Proxy
The output of your Apache/nginx/system log in /var/log/____:
PASTE HERE
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!):
PASTE HERE
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.
