User account lockout/ internal server error

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Sorry to hear you’re facing problems :slightly_frowning_face: is for home/non-enterprise users. If you’re running a business, paid support can be accessed via 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:


Or for longer, use three backticks above and below the code snippet:


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:

We have a user who is facing the following error: “internal server error, unable to complete your request. Please contact server administrator if this error reappears multiple times” after they are trying to sign into NextCloud; after looking into logs we found that their account has been locked out.

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

Steps to replicate it:

1.The user is facing this error as soon as they are trying to login, after checking our SIEM we have found that their account has been locked out, and we are unsure how to unlock it. Please help with either unlocking account or fixing the internal server error

You can use the Nextcloud command line tool to re-enable a user account:

> ./occ user:enable --help
  enables the specified user

  user:enable <uid>

  uid                   the username

  -h, --help            Display this help message
  -q, --quiet           Do not output any message
  -V, --version         Display this application version
      --ansi            Force ANSI output
      --no-ansi         Disable ANSI output
  -n, --no-interaction  Do not ask any interactive question
      --no-warnings     Skip global warnings, show command output only
  -v|vv|vvv, --verbose  Increase the verbosity of messages: 1 for normal output, 2 for more verbose output and 3 for debug

… or you open the user management menu from within Nextcloud, select the user in question, click on the three dots button and enable the user account.

You’ll have to provide the full stack trace from that log entry.

You’ll also have to tell us exactly what indicates the account is “locked out” - disabled? Brute protection? Something on an external authentication (e.g. ldap) server? Etc.

You didn’t fill out the support form so we have no details about your NC installation.