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):
34.0.2
- Operating system and version (e.g., Ubuntu 24.04):
Windows 11
- Web server and version (e.g, Apache 2.4.25):
- Apache/2.4.68 (Debian)
- PHP version (e.g, 8.3):
- PHP 8.5.8
- Is this the first time you’ve seen this error? (Yes / No):
No
- When did this problem seem to first start?
A week ago
- Installation method (e.g. AlO, NCP, Bare Metal/Archive, etc.)
Truenas App
- Are you using CloudfIare, mod_security, or similar? (Yes / No)
CloudFlare
Summary of the issue you are facing:
Video thumbnails on the Windows 11 side do not generate thumbnails for video files. They were working last week but then I updated the server side and they stopped. I was using the Preview Generator app but that seems to no longer work on the latest server version. ffmpeg is installed. Config.php does have previews listed as well.
‘enable_previews’ => ‘true’,
‘enabledPreviewProviders’ =>
array (
0 => ‘OC\Preview\PNG’,
1 => ‘OC\Preview\JPEG’,
2 => ‘OC\Preview\GIF’,
3 => ‘OC\Preview\Image’,
4 => ‘OC\Preview\Movie’,
5 => ‘OC\Preview\MP4’,
6 => ‘OC\Preview\MKV’,
7 => ‘OC\Preview\AVI’,
),
This is what it shows on the Windows side. Server side has these icons available.
Steps to replicate it (hint: details matter!):
-
Save Video
-
No icon shows up.
-
profit???
Log entries
Nextcloud
no logs relevant.
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!):
"system": {
"htaccess.RewriteBase": "\/",
"memcache.local": "\\OC\\Memcache\\APCu",
"apps_paths": [
{
"path": "\/var\/www\/html\/apps",
"url": "\/apps",
"writable": false
},
{
"path": "\/var\/www\/html\/custom_apps",
"url": "\/custom_apps",
"writable": true
}
],
"memcache.distributed": "\\OC\\Memcache\\Redis",
"memcache.locking": "\\OC\\Memcache\\Redis",
"redis": {
"host": "***REMOVED SENSITIVE VALUE***",
"password": "***REMOVED SENSITIVE VALUE***",
"port": 6379
},
"trusted_proxies": "***REMOVED SENSITIVE VALUE***",
"upgrade.disable-web": true,
"passwordsalt": "***REMOVED SENSITIVE VALUE***",
"secret": "***REMOVED SENSITIVE VALUE***",
"datadirectory": "***REMOVED SENSITIVE VALUE***",
"dbtype": "pgsql",
"version": "34.0.2.1",
"dbname": "***REMOVED SENSITIVE VALUE***",
"dbhost": "***REMOVED SENSITIVE VALUE***",
"dbport": "",
"dbtableprefix": "oc_",
"dbuser": "***REMOVED SENSITIVE VALUE***",
"dbpassword": "***REMOVED SENSITIVE VALUE***",
"installed": true,
"instanceid": "***REMOVED SENSITIVE VALUE***",
"mail_domain": "***REMOVED SENSITIVE VALUE***",
"mail_from_address": "***REMOVED SENSITIVE VALUE***",
"mail_smtpmode": "smtp",
"mail_sendmailmode": "smtp",
"mail_smtpsecure": "ssl",
"mail_smtphost": "***REMOVED SENSITIVE VALUE***",
"mail_smtpport": "465",
"mail_smtpauth": 1,
"mail_smtpname": "***REMOVED SENSITIVE VALUE***",
"mail_smtppassword": "***REMOVED SENSITIVE VALUE***",
"loglevel": 0,
"overwrite.cli.url": "***REMOVED SENSITIVE VALUE***",
"maintenance": false,
"maintenance_window_start": "3",
"php.memory_limit": "1024M",
"preview_max_x": "2048",
"preview_max_y": "2048",
"preview_max_memory": "256",
"enable_previews": "true",
"enabledPreviewProviders": [
"OC\\Preview\\PNG",
"OC\\Preview\\JPEG",
"OC\\Preview\\GIF",
"OC\\Preview\\Image",
"OC\\Preview\\Movie",
"OC\\Preview\\MP4",
"OC\\Preview\\MKV",
"OC\\Preview\\AVI"
],
"trusted_domains": [
"10.0.0.247",
"10.0.0.247:30027",
"127.0.0.1",
"***REMOVED SENSITIVE VALUE***",
"localhost",
"nextcloud"
]
},
"apps": {
"activity": {
"installed_version": "7.0.0",
"types": "filesystem",
"enabled": "yes",
"notify_notification_group_settings": "0",
"notify_email_group_settings": "1",
"notify_notification_security": "1",
"notify_notification_personal_settings": "0",
"notify_notification_favorite": "0",
"notify_notification_file_changed": "0",
"notify_email_file_changed": "0",
"notify_notification_file_favorite_changed": "0",
"notify_notification_calendar": "0",
"notify_email_calendar": "0",
"notify_notification_calendar_event": "0",
"notify_email_calendar_event": "0",
"notify_notification_calendar_todo": "0",
"notify_email_calendar_todo": "0",
"notify_notification_contacts": "0",
"notify_email_contacts": "0",
"notify_notification_shared": "0",
"notify_email_shared": "0",
"notify_notification_remote_share": "0",
"notify_email_remote_share": "0",
"notify_email_public_links": "1",
"notify_notification_public_links_upload": "0",
"notify_email_public_links_upload": "0",
"notify_notification_public_links": "1",
"notify_notification_twofactor_totp": "1",
"notify_setting_batchtime": "3600",
"notify_setting_self": "0",
"notify_setting_selfemail": "0"
},
"admin_audit": {
"installed_version": "1.24.0",
"types": "logging",
"enabled": "yes"
},
"app_api": {
"types": "",
"enabled": "yes",
"installed_version": "34.0.0"
},
"appstore": {
"installed_version": "1.0.0",
"enabled": "yes",
"types": ""
},
"backgroundjob": {
"lastjob": "9"
},
"bruteforcesettings": {
"types": "",
"enabled": "yes",
"installed_version": "7.0.0"
},
"circles": {
"enabled": "no",
"installed_version": "30.0.0",
"types": "filesystem,dav",
"loopback_tmp_scheme": "https",
"maintenance_run": "0",
"maintenance_update": "{\"3\":1737906020,\"2\":1737906020,\"1\":1737906021}"
},
"cloud_federation_api": {
"types": "filesystem",
"enabled": "yes",
"installed_version": "1.18.0"
},
"comments": {
"types": "logging",
"installed_version": "1.23.0",
"enabled": "no"
},
"contactsinteraction": {
"types": "dav",
"enabled": "yes",
"installed_version": "1.15.0"
},
"core": {
"installedat": "1736638900.9762",
"vendor": "nextcloud",
"moveavatarsdone": "yes",
"previewMovedDone": true,
"public_files": "files_sharing\/public.php",
"lastupdatedat": 1785482213,
"previewsCleanedUp": "1",
"metadataGenerationDone": true,
"emailTestSuccessful": "1",
"lastcron": 1785483003,
"backgroundjobs_mode": "cron",
"lastupdateResult": "[]",
"oc.integritycheck.checker": [],
"files_metadata": {
"photos-original_date_time": {
"value": null,
"type": "int",
"etag": "",
"indexed": true,
"editPermission": 0
},
"photos-size": {
"value": null,
"type": "array",
"etag": "",
"indexed": false,
"editPermission": 0
},
"photos-exif": {
"value": null,
"type": "array",
"etag": "",
"indexed": false,
"editPermission": 0
},
"photos-ifd0": {
"value": null,
"type": "array",
"etag": "",
"indexed": false,
"editPermission": 0
},
"blurhash": {
"value": null,
"type": "string",
"etag": "***REMOVED SENSITIVE VALUE***",
"indexed": false,
"editPermission": 0
},
"photos-gps": {
"value": null,
"type": "array",
"etag": "",
"indexed": false,
"editPermission": 0
},
"photos-place": {
"value": null,
"type": "string",
"etag": "",
"indexed": true,
"editPermission": 0
}
}
},
"dashboard": {
"types": "",
"enabled": "yes",
"installed_version": "7.14.0"
},
"dav": {
"chunks_migrated": "1",
"types": "filesystem",
"enabled": "yes",
"installed_version": "1.39.0",
"checked_for_classified_activity": true,
"regeneratedBirthdayCalendarsForYearFix": "yes",
"buildCalendarSearchIndex": "yes",
"builtSocialSearchIndex": "yes",
"buildCalendarReminderIndex": "yes"
},
"federatedfilesharing": {
"types": "",
"enabled": "yes",
"installed_version": "1.24.0"
},
"federation": {
"types": "authentication",
"enabled": "yes",
"installed_version": "1.24.0"
},
"files": {
"types": "filesystem",
"enabled": "yes",
"installed_version": "2.6.0",
"mimetype_version": "34.0.2.1"
},
"files_downloadlimit": {
"types": "",
"enabled": "yes",
"installed_version": "5.2.0"
},
"files_lock": {
"enabled": "yes",
"types": "filesystem,dav",
"installed_version": "34.0.1"
},
"files_pdfviewer": {
"types": "",
"enabled": "yes",
"installed_version": "7.0.0-dev.0"
},
"files_reminders": {
"types": "",
"enabled": "yes",
"installed_version": "1.7.0"
},
"files_sharing": {
"installed_version": "1.26.0",
"types": "filesystem",
"enabled": "yes"
},
"files_trashbin": {
"types": "filesystem,dav",
"enabled": "yes",
"installed_version": "1.24.0"
},
"files_versions": {
"types": "filesystem,dav",
"enabled": "yes",
"installed_version": "1.27.0"
},
"firstrunwizard": {
"enabled": "yes",
"installed_version": "7.0.0-dev.0",
"types": ""
},
"integration_google": {
"enabled": "no",
"types": "",
"installed_version": "4.3.1",
"client_secret": "***REMOVED SENSITIVE VALUE***",
"client_id": "***REMOVED SENSITIVE VALUE***"
},
"login_notes": {
"installed_version": "1.8.1",
"types": "",
"enabled": "yes",
"github_markdown": "no"
},
"logreader": {
"types": "logging",
"enabled": "yes",
"installed_version": "7.0.0"
},
"lookup_server_connector": {
"types": "authentication",
"enabled": "yes",
"installed_version": "1.22.0"
},
"nextcloud_announcements": {
"types": "logging",
"enabled": "yes",
"installed_version": "6.0.0",
"pub_date": "Thu, 24 Oct 2019 00:00:00 +0200"
},
"notifications": {
"types": "logging",
"enabled": "yes",
"installed_version": "7.0.0-dev.1",
"webpush_vapid_pubkey": "***REMOVED SENSITIVE VALUE***",
"webpush_vapid_privkey": "***REMOVED SENSITIVE VALUE***"
},
"oauth2": {
"types": "authentication",
"enabled": "yes",
"installed_version": "1.22.0"
},
"office": {
"installed_version": "1.0.0",
"enabled": "yes",
"types": ""
},
"password_policy": {
"types": "authentication",
"enabled": "yes",
"installed_version": "6.0.0-dev.0"
},
"photos": {
"enabled": "yes",
"types": "authentication,dav",
"installed_version": "7.0.0",
"lastPlaceMappedUser": "***REMOVED SENSITIVE VALUE***",
"lastPlaceMappingDone": "true"
},
"previewgenerator": {
"installed_version": "5.14.0",
"enabled": "yes",
"types": "filesystem"
},
"privacy": {
"installed_version": "6.0.0-dev.1",
"types": "",
"enabled": "yes",
"readableLocation": "ca",
"fullDiskEncryptionEnabled": "0"
},
"profile": {
"types": "",
"enabled": "yes",
"installed_version": "1.3.0"
},
"provisioning_api": {
"types": "prevent_group_restriction",
"enabled": "yes",
"installed_version": "1.24.0"
},
"recommendations": {
"types": "",
"enabled": "yes",
"installed_version": "7.0.0"
},
"registration": {
"admin_approval_required": "yes",
"email_is_optional": "no",
"email_is_login": "no",
"show_fullname": "no",
"enforce_fullname": "no",
"show_phone": "no",
"enforce_phone": "no",
"domains_is_blocklist": "no",
"show_domains": "no",
"disable_email_verification": "no",
"installed_version": "2.9.0",
"types": "prevent_group_restriction",
"enabled": "no"
},
"related_resources": {
"types": "",
"enabled": "yes",
"installed_version": "5.0.0-dev.0"
},
"serverinfo": {
"types": "",
"enabled": "yes",
"installed_version": "6.0.0",
"cached_count_storages": "3",
"cached_count_appdata_files": 193600,
"size_appdata_storage": 3245536,
"cached_count_filecache": 1429528
},
"settings": {
"types": "",
"enabled": "yes",
"profile_enabled_by_default": "1",
"installed_version": "1.17.0"
},
"sharebymail": {
"types": "filesystem",
"enabled": "yes",
"installed_version": "1.24.0"
},
"support": {
"types": "session",
"enabled": "yes",
"installed_version": "6.0.0",
"SwitchUpdaterServerHasRun": "yes"
},
"survey_client": {
"types": "",
"enabled": "yes",
"installed_version": "6.0.0-dev.0"
},
"suspicious_login": {
"types": "authentication",
"enabled": "yes",
"installed_version": "12.0.0-dev.0"
},
"systemtags": {
"types": "logging",
"installed_version": "1.23.0",
"enabled": "no"
},
"text": {
"types": "dav",
"enabled": "yes",
"installed_version": "8.0.0"
},
"theming": {
"types": "logging",
"enabled": "yes",
"primary_color": "#6ea68f",
"backgroundMime": "image\/png",
"installed_version": "2.9.0",
"faviconMime": "image\/png",
"name": "Mossy's Cloud",
"background_color": "#1c023c",
"cachebuster": 14,
"url": "***REMOVED SENSITIVE VALUE***",
"slogan": "***REMOVED SENSITIVE VALUE***",
"logoMime": "image\/png",
"logoDimensions": "2000x2000"
},
"twofactor_backupcodes": {
"types": "",
"enabled": "yes",
"installed_version": "1.23.0"
},
"twofactor_totp": {
"installed_version": "16.0.0",
"enabled": "yes",
"types": ""
},
"updatenotification": {
"types": "",
"enabled": "yes",
"installed_version": "1.24.0",
"integration_google": "4.3.1",
"core": "34.0.2.1",
"update_check_errors": 0
},
"user_status": {
"types": "",
"enabled": "yes",
"installed_version": "1.14.0"
},
"viewer": {
"types": "",
"enabled": "yes",
"installed_version": "7.0.0-dev.0"
},
"weather_status": {
"types": "",
"installed_version": "1.13.0",
"enabled": "no"
},
"webhook_listeners": {
"types": "filesystem",
"enabled": "yes",
"installed_version": "1.6.0"
},
"workflowengine": {
"types": "filesystem",
"enabled": "yes",
"installed_version": "2.16.0"
}
}
}
Apps
The output of occ app:list (if possible).
Enabled:
- activity: 7.0.0
- admin_audit: 1.24.0
- app_api: 34.0.0
- appstore: 1.0.0
- bruteforcesettings: 7.0.0
- cloud_federation_api: 1.18.0
- contactsinteraction: 1.15.0
- dashboard: 7.14.0
- dav: 1.39.0
- federatedfilesharing: 1.24.0
- federation: 1.24.0
- files: 2.6.0
- files_downloadlimit: 5.2.0
- files_lock: 34.0.1
- files_pdfviewer: 7.0.0-dev.0
- files_reminders: 1.7.0
- files_sharing: 1.26.0
- files_trashbin: 1.24.0
- files_versions: 1.27.0
- firstrunwizard: 7.0.0-dev.0
- login_notes: 1.8.1
- logreader: 7.0.0
- lookup_server_connector: 1.22.0
- nextcloud_announcements: 6.0.0
- notifications: 7.0.0-dev.1
- oauth2: 1.22.0
- office: 1.0.0
- password_policy: 6.0.0-dev.0
- photos: 7.0.0
- previewgenerator: 5.14.0
- privacy: 6.0.0-dev.1
- profile: 1.3.0
- provisioning_api: 1.24.0
- recommendations: 7.0.0
- related_resources: 5.0.0-dev.0
- serverinfo: 6.0.0
- settings: 1.17.0
- sharebymail: 1.24.0
- support: 6.0.0
- survey_client: 6.0.0-dev.0
- suspicious_login: 12.0.0-dev.0
- text: 8.0.0
- theming: 2.9.0
- twofactor_backupcodes: 1.23.0
- twofactor_totp: 16.0.0
- updatenotification: 1.24.0
- user_status: 1.14.0
- viewer: 7.0.0-dev.0
- webhook_listeners: 1.6.0
- workflowengine: 2.16.0
Disabled: - circles: 34.0.0 (installed 30.0.0)
- comments: 1.24.0 (installed 1.23.0)
- encryption: 2.22.0
- files_external: 1.26.0
- integration_google: 4.3.1 (installed 4.3.1)
- registration: 2.9.0 (installed 2.9.0)
- systemtags: 1.24.0 (installed 1.23.0)
- twofactor_nextcloud_notification: 8.0.0
- user_ldap: 1.25.0
- weather_status: 1.14.0 (installed 1.13.0)
Any help would be greatly appreciated. Please let me know if you need further information! The Video Thumbnails would be nice to have again!
