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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).
- Nextcloud Server version (e.g., 29.x.x):
- 31.0.9
- Operating system and version (e.g., Ubuntu 24.04):
- OMV Debian 12 (Docker container)
- Web server and version (e.g, Apache 2.4.25):
- Apache 2.4 (built-in Docker image)
- Reverse proxy and version _(e.g. nginx 1.27.2)
replace me
- PHP version (e.g, 8.3):
- 8.3.25
- Is this the first time you’ve seen this error? (Yes / No):
- Yes
- When did this problem seem to first start?
- After upgrading Nextcloud container from 31.0.6 → 31.0.9. Before that, video previews were generated correctly.
- Installation method (e.g. AlO, NCP, Bare Metal/Archive, etc.)
- Docker AIO (All-in-One)
- Are you using CloudfIare, mod_security, or similar? (Yes / No)
- No
Summary of the issue you are facing:
After upgrading to Nextcloud 31.0.9, certain MP4 video files with rotation metadata (e.g., recorded on Samsung A13) do not generate video previews. This affects older uploaded videos as well as newly uploaded ones. Attempts to re-encode or normalize these videos using FFmpeg on Windows or Linux (e.g., changing format, color space, rotation) did not resolve the issue. Previews for other videos without rotation metadata work normally.
Steps to replicate it (hint: details matter!):
-
Upload an MP4 file recorded on Samsung A13 (or any video with rotation metadata) to Nextcloud 31.0.9.
-
Observe that the “preview” thumbnail does not appear in Files app.
-
Attempting to regenerate preview manually by:
-
ffmpeg -i input.mp4 -ss 00:00:01 -vframes 1 preview.jpg -
ffmpeg -i input.mp4 -vf "format=yuv420p" -c:v libx264 -crf 18 -preset veryfast -c:a copy output.mp4 -
ffmpeg -i input.mp4 -c:v copy -c:a copy output.avi
results in errors or previews still not being generated.
-
-
Uploading a video edited via the built-in Samsung S24 Ultra video editor can generate a preview immediately when uploaded to Nextcloud.
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.
{
"reqId": "8VMKtF0hxe6G6cyyaglU",
"level": 3,
"time": "2025-09-29T04:01:43+00:00",
"remoteAddr": "192.168.1.16",
"user": "onezero",
"app": "no app in context",
"method": "GET",
"url": "/apps/memories/api/image/preview/73318?c=9c2c26e8ec7d6d4e18843f132d07a5b9&x=454&y=454&a=1",
"message": "No provider successfully handled the preview generation",
"userAgent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/140.0.0.0 Safari/537.36",
"version": "31.0.9.1",
"data": {
"trace": "[{\"file\":\"/var/www/html/lib/private/Preview/Generator.php\",\"line\":313,\"function\":\"generateProviderPreview\",\"class\":\"OC\\Preview\\Generator\",\"type\":\"->\",\"args\":[{\"[object] (OC\\Files\\SimpleFS\\SimpleFolder)\":[]},{\"[object] (OC\\Files\\Node\\File)\":[]},8192,8192,false,true,\"video/mp4\",\"\"]},{\"file\":\"/var/www/html/lib/private/Preview/Generator.php\",\"line\":117,\"function\":\"getMaxPreview\",\"class\":\"OC\\Preview\\Generator\",\"type\":\"->\",\"args\":[{\"[object] (OC\\Files\\SimpleFS\\SimpleFolder)\":[]},[],{\"[object] (OC\\Files\\Node\\File)\":[]},\"video/mp4\",\"\"]},{\"file\":\"/var/www/html/lib/private/Preview/Generator.php\",\"line\":87,\"function\":\"generatePreviews\",\"class\":\"OC\\Preview\\Generator\",\"type\":\"->\",\"args\":[{\"[object] (OC\\Files\\Node\\File)\":[]},[[]],\"video/mp4\",true]},{\"file\":\"/var/www/html/lib/private/PreviewManager.php\",\"line\":161,\"function\":\"getPreview\",\"class\":\"OC\\Preview\\Generator\",\"type\":\"->\",\"args\":[{\"[object] (OC\\Files\\Node\\File)\":[]},454,454,false,\"fill\",null,true]},{\"file\":\"/var/www/html/custom_apps/memories/lib/Controller/ImageController.php\",\"line\":62,\"function\":\"getPreview\",\"class\":\"OC\\PreviewManager\",\"type\":\"->\",\"args\":[{\"[object] (OC\\Files\\Node\\File)\":[]},454,454,false,\"fill\"]},{\"file\":\"/var/www/html/custom_apps/memories/lib/UtilController.php\",\"line\":20,\"function\":\"OCA\\Memories\\Controller\\{closure}\",\"class\":\"OCA\\Memories\\Controller\\ImageController\",\"type\":\"->\",\"args\":[]},{\"file\":\"/var/www/html/custom_apps/memories/lib/Controller/ImageController.php\",\"line\":55,\"function\":\"guardEx\",\"class\":\"OCA\\Memories\\Util\",\"type\":\"::\",\"args\":[{\"[object] (Closure)\":[]}]},{\"file\":\"/var/www/html/lib/private/AppFramework/Http/Dispatcher.php\",\"line\":200,\"function\":\"preview\",\"class\":\"OCA\\Memories\\Controller\\ImageController\",\"type\":\"->\",\"args\":[73318,454,454,true,\"fill\"]},{\"file\":\"/var/www/html/lib/private/AppFramework/Http/Dispatcher.php\",\"line\":114,\"function\":\"executeController\",\"class\":\"OC\\AppFramework\\Http\\Dispatcher\",\"type\":\"->\",\"args\":[{\"[object] (OCA\\Memories\\Controller\\ImageController)\":[]},\"preview\"]},{\"file\":\"/var/www/html/lib/private/AppFramework/App.php\",\"line\":161,\"function\":\"dispatch\",\"class\":\"OC\\AppFramework\\Http\\Dispatcher\",\"type\":\"->\",\"args\":[{\"[object] (OCA\\Memories\\Controller\\ImageController)\":[]},\"preview\"]},{\"file\":\"/var/www/html/lib/private/Route/Router.php\",\"line\":315,\"function\":\"main\",\"class\":\"OC\\AppFramework\\App\",\"type\":\"::\",\"args\":[\"OCA\\Memories\\Controller\\ImageController\",\"preview\",{\"[object] (OC\\AppFramework\\DependencyInjection\\DIContainer)\":[]},{\"id\":\"73318\",\"_route\":\"memories.image.preview\"}]},{\"file\":\"/var/www/html/lib/base.php\",\"line\":1063,\"function\":\"match\",\"class\":\"OC\\Route\\Router\",\"type\":\"->\",\"args\":[\"/apps/memories/api/image/preview/73318\"]},{\"file\":\"/var/www/html/index.php\",\"line\":24,\"function\":\"handleRequest\",\"class\":\"OC\",\"type\":\"::\",\"args\":[]}]"
},
"id": "68da0d2fb570c"
}
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.
No errors in console; preview section remains blank.
Web server / Reverse Proxy
The output of your Apache/nginx/system log in /var/log/____:
No relevant errors in Apache logs.
Configuration
<?php
$CONFIG = array (
'htaccess.RewriteBase' => '/',
'memcache.local' => '\\OC\\Memcache\\APCu',
'apps_paths' =>
array (
0 =>
array (
'path' => '/var/www/html/apps',
'url' => '/apps',
'writable' => false,
),
1 =>
array (
'path' => '/var/www/html/custom_apps',
'url' => '/custom_apps',
'writable' => true,
),
),
'upgrade.disable-web' => true,
'instanceid' => 'oc2t5oucglh3',
'passwordsalt' => '',
'secret' => '',
'trusted_domains' =>
array (
0 => 'localhost',
1 => '192.168.1.13',
2 => '100.74.250.63',
),
'datadirectory' => '/var/www/html/data',
'dbtype' => 'mysql',
'version' => '31.0.9.1',
'overwrite.cli.url' => 'http://192.168.137.149:8080',
'dbname' => 'nextcloud',
'dbhost' => 'db',
'dbport' => '',
'dbtableprefix' => 'oc_',
'mysql.utf8mb4' => true,
'dbuser' => '',
'dbpassword' => '',
'installed' => true,
'loglevel' => 2,
'maintenance' => false,
'enable_previews' => true,
'preview_ffmpeg_path' => '/usr/bin/ffmpeg',
'preview_max_memory' => 4096,
'preview_max_x' => 8192,
'preview_max_y' => 8192,
'preview_max_filesize_image' => 30000,
'preview_max_scale_factor' => 10,
'preview_generate_batch_size' => 250,
'enabledPreviewProviders' =>
array (
0 => 'OC\\Preview\\PNG',
1 => 'OC\\Preview\\JPEG',
2 => 'OC\\Preview\\GIF',
3 => 'OC\\Preview\\HEIC',
4 => 'OC\\Preview\\BMP',
5 => 'OC\\Preview\\XBitmap',
6 => 'OC\\Preview\\MP3',
7 => 'OC\\Preview\\TXT',
8 => 'OC\\Preview\\MarkDown',
9 => 'OC\\Preview\\PDF',
10 => 'OC\\Preview\\Movie',
11 => 'OC\\Preview\\RAW',
12 => 'OC\\Preview\\TIFF',
13 => 'OC\\Preview\\Image',
),
'memories.db.triggers.fcu' => true,
'memories.exiftool' => '/var/www/html/custom_apps/memories/bin-ext/exiftool-amd64-glibc',
'memories.vod.path' => '/var/www/html/custom_apps/memories/bin-ext/go-vod-amd64',
'memories.vod.ffmpeg' => '/usr/bin/ffmpeg',
'memories.vod.ffprobe' => '/usr/bin/ffprobe',
'app_install_overwrite' =>
array (
),
);
Apps
Enabled:
- app_api: 5.0.2
- bruteforcesettings: 4.0.0
- circles: 31.0.0
- cloud_federation_api: 1.14.0
- comments: 1.21.0
- contacts: 7.3.2
- contactsinteraction: 1.12.0
- dashboard: 7.11.0
- dav: 1.33.0
- federatedfilesharing: 1.21.0
- federation: 1.21.0
- files: 2.3.1
- files_pdfviewer: 4.0.0
- files_reminders: 1.4.0
- files_sharing: 1.23.1
- files_trashbin: 1.21.0
- files_versions: 1.24.0
- firstrunwizard: 4.0.0
- logreader: 4.0.0
- lookup_server_connector: 1.19.0
- memories: 7.6.2
- nextcloud_announcements: 3.0.0
- notifications: 4.0.0
- oauth2: 1.19.1
- password_policy: 3.0.0
- photos: 4.0.0
- previewgenerator: 5.10.0
- privacy: 3.0.0
- profile: 1.0.0
- provisioning_api: 1.21.0
- recommendations: 4.0.0
- related_resources: 2.0.0
- serverinfo: 3.0.0
- settings: 1.14.0
- sharebymail: 1.21.0
- support: 3.0.0
- survey_client: 3.0.0
- systemtags: 1.21.1
- text: 5.0.0
- theming: 2.6.1
- twofactor_backupcodes: 1.20.0
- updatenotification: 1.21.0
- user_status: 1.11.0
- viewer: 4.0.0
- weather_status: 1.11.0
- webhook_listeners: 1.2.0
- workflowengine: 2.13.0
Disabled: - activity: 4.0.0 (installed 4.0.0)
- admin_audit: 1.21.0
- camerarawpreviews: 0.8.7 (installed 0.8.7)
- encryption: 2.19.0
- files_downloadlimit: 4.0.0 (installed 4.0.0)
- files_external: 1.23.0
- suspicious_login: 9.0.1
- twofactor_nextcloud_notification: 5.0.0
- twofactor_totp: 13.0.0-dev.0
- user_ldap: 1.22.0