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): 'version' => '23.0.5.1',
Operating system and version (eg, Ubuntu 20.04): Ubuntu 20.04.4
Apache or nginx version (eg, Apache 2.4.25): Apache/2.4.41 (Ubuntu)
PHP version (eg, 7.4): PHP 8.0.19
The issue you are facing:
The Updater fails at moving files no matter what permissions I set, or update the server via manual process. The updater seems to be permanently borked.
Is this the first time you’ve seen this error? (Y/N): Yes
Steps to replicate it:
- Start Updater
- Wait till it reaches Moving files in place
- Error At moving files in place
The output of your Nextcloud log in Admin > Logging:
THIS IS THE UPDATER.LOG Nextcloud log is unremarkable in CLI
2022-06-07T20:05:02-0600 vd5LKqEWZf [info] request to updater
2022-06-07T20:05:02-0600 vd5LKqEWZf [info] currentStep()
2022-06-07T20:05:02-0600 vd5LKqEWZf [info] show HTML page
2022-06-07T20:05:02-0600 vd5LKqEWZf [info] current version: 23.0.5 build time: 2022-05-19T11:53:28+00:00 e86a773f6e144b07dca4685d905ab1caa5e6d439
2022-06-07T20:05:03-0600 vd5LKqEWZf [info] getUpdateServerResponse()
2022-06-07T20:05:03-0600 vd5LKqEWZf [info] updaterServer: https://updates.nextcloud.com/updater_server/
2022-06-07T20:05:03-0600 vd5LKqEWZf [info] releaseChannel: stable
2022-06-07T20:05:03-0600 vd5LKqEWZf [info] internal version: 23.0.5.1
2022-06-07T20:05:03-0600 vd5LKqEWZf [info] updateURL: https://updates.nextcloud.com/updater_server/?version=23x0x5x1xxxstablexx2022-05-19T11%3A53%3A28%2B00%3A00+e86a773f6e144b07dca4685d905ab1caa5e6d439x8x0x19
2022-06-07T20:05:04-0600 vd5LKqEWZf [info] getUpdateServerResponse response: Array
(
[version] => 24.0.1.1
[versionstring] => Nextcloud 24.0.1
[url] => https://download.nextcloud.com/server/releases/nextcloud-24.0.1.zip
[web] => https://docs.nextcloud.com/server/24/admin_manual/maintenance/upgrade.html
[changes] => https://updates.nextcloud.com/changelog_server/?version=24.0.1
[autoupdater] => 1
[eol] => 0
[signature] => AGjMXl1X1hRSZv++TOhoS5GzQ5LovzG6uCESqEVgSR+Xd+l82lCUNvJ6saGYp8xk
wL3OnDOnNVcT11xV9Xybt9JLU9tmXf3hf4/HNeyufWKr6AgUENrG7p4dx+tzLk5v
fYtOdoqnhyNNLkrshWcEd7COiaK73O4IlivdOyEZkp/L16RlK5wcs4wAy+M/ot6G
vodwhgcFEbTxA4rRgPQgAk1jw/IKOBb5mMqR0DwZXZGDrnt32+++fTVhMBIVe1hA
XvRlbXYM64mwjbLN0jsrj4yXvaq081NRcHgDUnx7crmgZPVcPs94FFx/sJ9m0y0W
S43iWfUbYsoYueTboeC29A==
)
2022-06-07T20:05:04-0600 vd5LKqEWZf [info] checkForUpdate() Array
(
[version] => 24.0.1.1
[versionstring] => Nextcloud 24.0.1
[url] => https://download.nextcloud.com/server/releases/nextcloud-24.0.1.zip
[web] => https://docs.nextcloud.com/server/24/admin_manual/maintenance/upgrade.html
[changes] => https://updates.nextcloud.com/changelog_server/?version=24.0.1
[autoupdater] => 1
[eol] => 0
[signature] => AGjMXl1X1hRSZv++TOhoS5GzQ5LovzG6uCESqEVgSR+Xd+l82lCUNvJ6saGYp8xk
wL3OnDOnNVcT11xV9Xybt9JLU9tmXf3hf4/HNeyufWKr6AgUENrG7p4dx+tzLk5v
fYtOdoqnhyNNLkrshWcEd7COiaK73O4IlivdOyEZkp/L16RlK5wcs4wAy+M/ot6G
vodwhgcFEbTxA4rRgPQgAk1jw/IKOBb5mMqR0DwZXZGDrnt32+++fTVhMBIVe1hA
XvRlbXYM64mwjbLN0jsrj4yXvaq081NRcHgDUnx7crmgZPVcPs94FFx/sJ9m0y0W
S43iWfUbYsoYueTboeC29A==
)
2022-06-07T20:05:04-0600 vd5LKqEWZf [info] getChangelogURL()
2022-06-07T20:05:04-0600 vd5LKqEWZf [info] end of checkForUpdate() Update to Nextcloud 24.0.1 available. (channel: "stable")<br /><span class="light">Following file will be downloaded automatically:</span> <code class="light">https://download.nextcloud.com/server/releases/nextcloud-24.0.1.zip</code><br /><a class="external_link" href="https://nextcloud.com/changelog/#24-0-1" target="_blank" rel="noreferrer noopener">Open changelog ↗</a>
2022-06-07T20:05:07-0600 PQelZieuwu [info] request to updater
2022-06-07T20:05:07-0600 PQelZieuwu [info] currentStep()
2022-06-07T20:05:07-0600 PQelZieuwu [info] POST request for step "1"
2022-06-07T20:05:08-0600 PQelZieuwu [info] startStep("1")
2022-06-07T20:05:08-0600 PQelZieuwu [info] checkForExpectedFilesAndFolders()
2022-06-07T20:05:08-0600 PQelZieuwu [info] end of checkForExpectedFilesAndFolders()
2022-06-07T20:05:08-0600 PQelZieuwu [info] endStep("1")
2022-06-07T20:05:08-0600 D9wgjrrmIB [info] request to updater
2022-06-07T20:05:08-0600 D9wgjrrmIB [info] currentStep()
2022-06-07T20:05:08-0600 D9wgjrrmIB [info] Step 1 is in state "end".
2022-06-07T20:05:08-0600 D9wgjrrmIB [info] POST request for step "2"
2022-06-07T20:05:08-0600 D9wgjrrmIB [info] startStep("2")
2022-06-07T20:05:08-0600 D9wgjrrmIB [info] checkWritePermissions()
2022-06-07T20:05:08-0600 D9wgjrrmIB [info] end of checkWritePermissions()
2022-06-07T20:05:08-0600 D9wgjrrmIB [info] endStep("2")
2022-06-07T20:05:08-0600 PaOLjfipUa [info] request to updater
2022-06-07T20:05:08-0600 PaOLjfipUa [info] currentStep()
2022-06-07T20:05:08-0600 PaOLjfipUa [info] Step 2 is in state "end".
2022-06-07T20:05:08-0600 PaOLjfipUa [info] POST request for step "3"
2022-06-07T20:05:08-0600 PaOLjfipUa [info] startStep("3")
2022-06-07T20:05:08-0600 PaOLjfipUa [info] createBackup()
2022-06-07T20:05:08-0600 PaOLjfipUa [info] backup folder location: /mnt/mycloud/updater-ocxav2ab1hc4/backups/nextcloud-23.0.5.1-1654653908/
2022-06-07T20:08:04-0600 PaOLjfipUa [info] end of createBackup()
2022-06-07T20:08:04-0600 PaOLjfipUa [info] endStep("3")
2022-06-07T20:08:04-0600 Fj92vwP8AH [info] request to updater
2022-06-07T20:08:04-0600 Fj92vwP8AH [info] currentStep()
2022-06-07T20:08:04-0600 Fj92vwP8AH [info] Step 3 is in state "end".
2022-06-07T20:08:04-0600 Fj92vwP8AH [info] POST request for step "4"
2022-06-07T20:08:04-0600 Fj92vwP8AH [info] startStep("4")
2022-06-07T20:08:05-0600 Fj92vwP8AH [info] downloadUpdate()
2022-06-07T20:08:05-0600 Fj92vwP8AH [info] getUpdateServerResponse()
2022-06-07T20:08:05-0600 Fj92vwP8AH [info] updaterServer: https://updates.nextcloud.com/updater_server/
2022-06-07T20:08:05-0600 Fj92vwP8AH [info] releaseChannel: stable
2022-06-07T20:08:05-0600 Fj92vwP8AH [info] internal version: 23.0.5.1
2022-06-07T20:08:05-0600 Fj92vwP8AH [info] updateURL: https://updates.nextcloud.com/updater_server/?version=23x0x5x1xxxstablexx2022-05-19T11%3A53%3A28%2B00%3A00+e86a773f6e144b07dca4685d905ab1caa5e6d439x8x0x19
2022-06-07T20:08:05-0600 Fj92vwP8AH [info] getUpdateServerResponse response: Array
(
[version] => 24.0.1.1
[versionstring] => Nextcloud 24.0.1
[url] => https://download.nextcloud.com/server/releases/nextcloud-24.0.1.zip
[web] => https://docs.nextcloud.com/server/24/admin_manual/maintenance/upgrade.html
[changes] => https://updates.nextcloud.com/changelog_server/?version=24.0.1
[autoupdater] => 1
[eol] => 0
[signature] => AGjMXl1X1hRSZv++TOhoS5GzQ5LovzG6uCESqEVgSR+Xd+l82lCUNvJ6saGYp8xk
wL3OnDOnNVcT11xV9Xybt9JLU9tmXf3hf4/HNeyufWKr6AgUENrG7p4dx+tzLk5v
fYtOdoqnhyNNLkrshWcEd7COiaK73O4IlivdOyEZkp/L16RlK5wcs4wAy+M/ot6G
vodwhgcFEbTxA4rRgPQgAk1jw/IKOBb5mMqR0DwZXZGDrnt32+++fTVhMBIVe1hA
XvRlbXYM64mwjbLN0jsrj4yXvaq081NRcHgDUnx7crmgZPVcPs94FFx/sJ9m0y0W
S43iWfUbYsoYueTboeC29A==
)
2022-06-07T20:08:16-0600 Fj92vwP8AH [info] end of downloadUpdate()
2022-06-07T20:08:16-0600 Fj92vwP8AH [info] endStep("4")
2022-06-07T20:08:16-0600 wMFWo4GADr [info] request to updater
2022-06-07T20:08:16-0600 wMFWo4GADr [info] currentStep()
2022-06-07T20:08:16-0600 wMFWo4GADr [info] Step 4 is in state "end".
2022-06-07T20:08:16-0600 wMFWo4GADr [info] POST request for step "5"
2022-06-07T20:08:17-0600 wMFWo4GADr [info] startStep("5")
2022-06-07T20:08:17-0600 wMFWo4GADr [info] verifyIntegrity()
2022-06-07T20:08:17-0600 wMFWo4GADr [info] getUpdateServerResponse()
2022-06-07T20:08:17-0600 wMFWo4GADr [info] updaterServer: https://updates.nextcloud.com/updater_server/
2022-06-07T20:08:17-0600 wMFWo4GADr [info] releaseChannel: stable
2022-06-07T20:08:17-0600 wMFWo4GADr [info] internal version: 23.0.5.1
2022-06-07T20:08:17-0600 wMFWo4GADr [info] updateURL: https://updates.nextcloud.com/updater_server/?version=23x0x5x1xxxstablexx2022-05-19T11%3A53%3A28%2B00%3A00+e86a773f6e144b07dca4685d905ab1caa5e6d439x8x0x19
2022-06-07T20:08:17-0600 wMFWo4GADr [info] getUpdateServerResponse response: Array
(
[version] => 24.0.1.1
[versionstring] => Nextcloud 24.0.1
[url] => https://download.nextcloud.com/server/releases/nextcloud-24.0.1.zip
[web] => https://docs.nextcloud.com/server/24/admin_manual/maintenance/upgrade.html
[changes] => https://updates.nextcloud.com/changelog_server/?version=24.0.1
[autoupdater] => 1
[eol] => 0
[signature] => AGjMXl1X1hRSZv++TOhoS5GzQ5LovzG6uCESqEVgSR+Xd+l82lCUNvJ6saGYp8xk
wL3OnDOnNVcT11xV9Xybt9JLU9tmXf3hf4/HNeyufWKr6AgUENrG7p4dx+tzLk5v
fYtOdoqnhyNNLkrshWcEd7COiaK73O4IlivdOyEZkp/L16RlK5wcs4wAy+M/ot6G
vodwhgcFEbTxA4rRgPQgAk1jw/IKOBb5mMqR0DwZXZGDrnt32+++fTVhMBIVe1hA
XvRlbXYM64mwjbLN0jsrj4yXvaq081NRcHgDUnx7crmgZPVcPs94FFx/sJ9m0y0W
S43iWfUbYsoYueTboeC29A==
)
2022-06-07T20:08:17-0600 wMFWo4GADr [info] storage location: /mnt/mycloud/updater-ocxav2ab1hc4/downloads/
2022-06-07T20:08:18-0600 wMFWo4GADr [info] end of verifyIntegrity()
2022-06-07T20:08:18-0600 wMFWo4GADr [info] endStep("5")
2022-06-07T20:08:18-0600 YDfeH5HLUJ [info] request to updater
2022-06-07T20:08:18-0600 YDfeH5HLUJ [info] currentStep()
2022-06-07T20:08:18-0600 YDfeH5HLUJ [info] Step 5 is in state "end".
2022-06-07T20:08:18-0600 YDfeH5HLUJ [info] POST request for step "6"
2022-06-07T20:08:18-0600 YDfeH5HLUJ [info] startStep("6")
2022-06-07T20:08:18-0600 YDfeH5HLUJ [info] extractDownload()
2022-06-07T20:08:18-0600 YDfeH5HLUJ [info] storage location: /mnt/mycloud/updater-ocxav2ab1hc4/downloads/
2022-06-07T20:10:35-0600 YDfeH5HLUJ [info] end of extractDownload()
2022-06-07T20:10:35-0600 YDfeH5HLUJ [info] endStep("6")
2022-06-07T20:10:35-0600 cOrc0aTU61 [info] request to updater
2022-06-07T20:10:35-0600 cOrc0aTU61 [info] currentStep()
2022-06-07T20:10:35-0600 cOrc0aTU61 [info] Step 6 is in state "end".
2022-06-07T20:10:35-0600 cOrc0aTU61 [info] POST request for step "7"
2022-06-07T20:10:35-0600 cOrc0aTU61 [info] startStep("7")
2022-06-07T20:10:35-0600 cOrc0aTU61 [info] setMaintenanceMode("true")
2022-06-07T20:10:35-0600 cOrc0aTU61 [info] configFileName /srv/nextcloud/updater/../config/config.php
2022-06-07T20:10:35-0600 cOrc0aTU61 [info] end of setMaintenanceMode()
2022-06-07T20:10:35-0600 cOrc0aTU61 [info] endStep("7")
2022-06-07T20:10:35-0600 GNYr65LRVO [info] request to updater
2022-06-07T20:10:35-0600 GNYr65LRVO [info] currentStep()
2022-06-07T20:10:35-0600 GNYr65LRVO [info] Step 7 is in state "end".
2022-06-07T20:10:35-0600 GNYr65LRVO [info] POST request for step "8"
2022-06-07T20:10:35-0600 GNYr65LRVO [info] startStep("8")
2022-06-07T20:10:35-0600 GNYr65LRVO [info] replaceEntryPoints()
2022-06-07T20:10:35-0600 GNYr65LRVO [info] replace index.php
2022-06-07T20:10:35-0600 GNYr65LRVO [info] replace status.php
2022-06-07T20:10:35-0600 GNYr65LRVO [info] replace remote.php
2022-06-07T20:10:36-0600 GNYr65LRVO [info] replace public.php
2022-06-07T20:10:36-0600 GNYr65LRVO [info] replace ocs/v1.php
2022-06-07T20:10:36-0600 GNYr65LRVO [info] replace ocs/v2.php
2022-06-07T20:10:36-0600 GNYr65LRVO [info] end of replaceEntryPoints()
2022-06-07T20:10:36-0600 GNYr65LRVO [info] endStep("8")
2022-06-07T20:10:36-0600 wz1zxAp2Cx [info] request to updater
2022-06-07T20:10:36-0600 wz1zxAp2Cx [info] currentStep()
2022-06-07T20:10:36-0600 wz1zxAp2Cx [info] Step 8 is in state "end".
2022-06-07T20:10:36-0600 wz1zxAp2Cx [info] POST request for step "9"
2022-06-07T20:10:36-0600 wz1zxAp2Cx [info] startStep("9")
2022-06-07T20:10:36-0600 wz1zxAp2Cx [info] deleteOldFiles()
2022-06-07T20:10:36-0600 wz1zxAp2Cx [info] config sample exists
2022-06-07T20:10:36-0600 wz1zxAp2Cx [info] themes README exists
2022-06-07T20:10:37-0600 wz1zxAp2Cx [info] end of deleteOldFiles()
2022-06-07T20:10:37-0600 wz1zxAp2Cx [info] endStep("9")
2022-06-07T20:10:37-0600 se9qtlOaSS [info] request to updater
2022-06-07T20:10:37-0600 se9qtlOaSS [info] currentStep()
2022-06-07T20:10:37-0600 se9qtlOaSS [info] Step 9 is in state "end".
2022-06-07T20:10:37-0600 se9qtlOaSS [info] POST request for step "10"
2022-06-07T20:10:37-0600 se9qtlOaSS [info] startStep("10")
2022-06-07T20:10:37-0600 se9qtlOaSS [info] moveNewVersionInPlace()
2022-06-07T20:10:37-0600 se9qtlOaSS [info] storage location: /mnt/mycloud/updater-ocxav2ab1hc4/downloads/nextcloud/
2022-06-07T20:10:37-0600 se9qtlOaSS [error] POST request failed with other exception
2022-06-07T20:10:37-0600 se9qtlOaSS [error] Exception: Exception
Message: Could not rmdir /mnt/mycloud/updater-ocxav2ab1hc4/downloads/nextcloud/ocs-provider
Code:0
Trace:
#0 /srv/nextcloud/updater/index.php(1088): Updater->moveWithExclusions()
#1 /srv/nextcloud/updater/index.php(1388): Updater->moveNewVersionInPlace()
#2 {main}
File:/srv/nextcloud/updater/index.php
Line:1062
2022-06-07T20:10:37-0600 se9qtlOaSS [info] rollbackChanges("10")
2022-06-07T20:10:37-0600 se9qtlOaSS [info] unlink .step
2022-06-07T20:10:37-0600 se9qtlOaSS [info] rollbackChanges - step >= 7
2022-06-07T20:10:37-0600 se9qtlOaSS [info] end of rollbackChanges()
The output of your config.php file in /path/to/nextcloud
(make sure you remove any identifiable information!):
<?php
$CONFIG = array (
'instanceid' => 'redacted by Mod [JK]',
'passwordsalt' => 'redacted by Mod [JK]',
'secret' => '********r',
'trusted_domains' =>
array (
0 => 'nextcloud.localdomain',
),
'datadirectory' => '/mnt/mycloud',
'dbtype' => 'mysql',
'version' => '23.0.5.1',
'overwrite.cli.url' => 'https://nextcloud.localdomain',
'dbname' => 'nextcloud',
'dbhost' => 'localhost',
'dbport' => '',
'dbtableprefix' => 'oc_',
'dbuser' => '*****',
'dbpassword' => '*****',
'installed' => true,
'maintenance' => true,
'theme' => '',
'log_type' => 'file',
'logfile' => '/mnt/mycloud/nextcloud.log',
'loglevel' => 3,
'logdateformat' => 'F d, Y H:i:s',
'mysql.utf8mb4' => true,
'default_locale' => '***',
'default_phone_region' => '***',
'app_install_overwrite' =>
array (
0 => 'calendar',
),
'updater.release.channel' => 'stable',
'memcache.local' => '\\OC\\Memcache\\APCu',
'memcache.distributed' => '\\OC\\Memcache\\Redis',
'memcache.locking' => '\\OC\\Memcache\\Redis',
'filelocking.enabled' => true,
'redis' =>
array (
'host' => '/var/run/redis/redis-server.sock',
'port' => 0,
),
'updater.secret' => '****',
);
The output of your Apache/nginx/system log in /var/log/____
:
administrator@nextcloud:~$ cat /var/log/apache2/error.log
[Tue Jun 07 00:00:02.945781 2022] [mpm_prefork:notice] [pid 931] AH00163: Apache/2.4.41 (Ubuntu) OpenSSL/1.1.1f configured -- resuming normal operations
[Tue Jun 07 00:00:02.945835 2022] [core:notice] [pid 931] AH00094: Command line: '/usr/sbin/apache2'
[Tue Jun 07 18:40:05.229795 2022] [mpm_prefork:notice] [pid 931] AH00169: caught SIGTERM, shutting down
[Tue Jun 07 18:40:19.912774 2022] [mpm_prefork:notice] [pid 876] AH00163: Apache/2.4.41 (Ubuntu) OpenSSL/1.1.1f configured -- resuming normal operations
[Tue Jun 07 18:40:19.916922 2022] [core:notice] [pid 876] AH00094: Command line: '/usr/sbin/apache2'
[Tue Jun 07 18:46:26.780336 2022] [mpm_prefork:notice] [pid 876] AH00169: caught SIGTERM, shutting down
[Tue Jun 07 18:46:40.850644 2022] [mpm_prefork:notice] [pid 869] AH00163: Apache/2.4.41 (Ubuntu) OpenSSL/1.1.1f configured -- resuming normal operations
[Tue Jun 07 18:46:40.852561 2022] [core:notice] [pid 869] AH00094: Command line: '/usr/sbin/apache2'
[Tue Jun 07 18:54:54.592814 2022] [mpm_prefork:notice] [pid 869] AH00169: caught SIGTERM, shutting down
[Tue Jun 07 18:55:07.885715 2022] [mpm_prefork:notice] [pid 872] AH00163: Apache/2.4.41 (Ubuntu) OpenSSL/1.1.1f configured -- resuming normal operations
[Tue Jun 07 18:55:07.885955 2022] [core:notice] [pid 872] AH00094: Command line: '/usr/sbin/apache2'
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.
Only IMAP errors from a borked email account on a user.
I would really like to know what is causing this hiccup. Ive been working on it for about a week now. And all my googling and troubleshooting is coming up short.