We have suddenly, and without interference from us, lost access to our NextCloud

ℹ️ Support
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We love NextCloud but were bewildered to find we had lost all access yesterday. None of us have the chops or the time to have interfered with the installation, but as of yesterday it's inaccessible to us. The address is cloud.englishchess.org.uk and we can no longer log in or connect using our desktop apps. If you're kind enough to answer please pitch your help at the 7-11 year-old level 
example

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

longer
example
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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:

Some useful links to gather information about your Nextcloud Talk installation:
Information about Signaling server: /index.php/index.php/settings/admin/talk#signaling_server
Information about TURN server: /index.php/settings/admin/talk#turn_server
Information about STUN server: /index.php/settings/admin/talk#stun_server

Nextcloud version (eg, 24.0.1): replace me
Talk Server version (eg, 14.0.2): replace me
Custom Signaling server configured: yes/no and version
Custom TURN server configured: yes/no
Custom STUN server configured: yes/no

In case the web version of Nextcloud Talk is involved:
Operating system (eg, Windows/Ubuntu/…): replace me
Browser name and version (eg, Chrome v101): replace me

In case mobile Nextcloud Talk apps are involved:
Talk iOS version (eg, 14.0.2): replace me
Talk Android version (eg, 14.0.2): replace me

The issue you are facing:

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

Steps to replicate it:

The output of your Nextcloud log in Admin > Logging or errors in nextcloud.log in /var/www/:

PASTE HERE

The output of your Apache/nginx/system log in /var/log/____:

PASTE HERE

Your browser log if relevant (javascript console log, network log, etc.):

PASTE HERE
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Hello! I came here today with a similar situation. Sorry to hear your nextcloud is down? You might need to check with the person who is the admin if that is not you, who can login using ssh to look at the logs. How is you site hosted and at which hosting provider?

I see your main site at www.englishchess.org.uk is up and running, and cloud.englishchess.org.uk is showing something nextcloud related. I checked to see if it’s an aio (all in one) docker install by going to https://cloud.englishchess.org.uk:8443 and that is showing a server down error. Not sure what that means.

My own situation is exhibiting different symptoms so I’ll start a different topic.

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well your theming app throws an 404-error. And I can’t state that your server is down since this seems to be a living instance.

there’s nothing we can do for you from here.

your admin could try

sudo -u www-data php occ app:disable theming

from shell and see if the login-page reappears. if not turn theming on again by

sudo -u www-data php occ app:enable theming

apart from that I would suggest: restore your backup from yesterday or the day before yesterday (you’ll prolly use all data from today)

I could see that you’re running NC29.0.3 - which is EOL since over 1 year, btw

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@Plokijuh098
well as I can see the problem seems to be solved.
good for you guys, reall!

but sadly enough we don’t know how. And that’s the other side of filing a request on a community-forum. You ought to share the solution as well to at least give other ppl with a similar problem hints on how to solve their problems.

and apparently it wasn’t due to NC being bad or faulty or something. It was clearly a (technical) problem that NC, the software, wasn’t responsible for. Just to accurately categorize your above mentioned bewilderness.

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My apologies for my tardy reply, plenty of other things to do on top of NextCloud (and I don’t work weekends). The solution found by our providers, ANS, was to change file permissions to grant access once again. However what we don’t know is how the permissions got changed in the first place. The plot thickens, but we will continue to seek a complete solution. Thanks to everyone who replied.