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  • Frequently Asked Questions Articles
    403 - Forbidden causes

    This article describes what to do if users see the following errors:...

    AD password change or reset failure

    If you are using Active Directory (AD) as user backend, and see that the password reset feature or password changing feature does not work despite activation in the configuration, this article explains how to resolve this issue....

    Add subscription key with the command line

    Sometimes you might want to automate the setup of the subscription key for your Nextcloud instances, e.g. because you decided to hide the support page on the admin settings....

    Block clients via webserver

    Some times from an operational perspective it might be desired to onboard clients in waves or block older versions of clients....

    Cannot upload very large files

    If a user is trying to upload huge files, this operation can fail if the configuration is not finetuned to handle such large files. This operation usually creates errors like the following:...

    Changes are not applied after a page refresh

    If a user is doing operations or changes in the web UI, and then refreshes the page, it can occur that th change is not applied....

    Common functionality questions

    This section documents the frequent questions about the Nextcloud functionality....

    Database deadlocks

    Deadlocks are a classic problem in transactional databases, but they are not dangerous unless they are so frequent that you cannot run certain transactions at all. Depending on the deadlock scenario you might need to report those errors to support. T...

    Database errors in the Nextcloud log

    Mostly, database errors are not caused by the Nextcloud code but by other infrastructure components....

    Decryption error bad signature

    The following error appears while accessing an encrypted file:...

    Decryption error cannot decrypt this file

    When encryption was enabled and disabled without decrypting all the files, some users see the following error while accessing an encrypted file: Cannot decrypt this file, probably this is a shared file. Please ask the file owner to reshare the file w...

    Decryption issues in a SAML use-case

    If you are using SAML, and see decryption errors or decoding errors, this article explains how to resolve these type of issues....

    Download limit from external SMB storage

    Sometimes we get reports about problems with downloading files larger that 512MB from a SMB storage connected to Nextcloud as a external storage....

    Enable encryption for group folders

    By default group folders are excluded from server-side encryption. Is it possible to enable encryption for group folders?...

    Encryption error - multikeyencryption failed

    Encryption is failing with the following error: multikeyencryption failed...

    External storage changes are not detected nor synced

    If you have an external storage configured, and you or your users are modifying, adding, or deleting files into this storage without first going through Nextcloud (like the web user interface or Nextcloud clients), the modified files are sometimes no...

    File-related issues with groupfolders

    When one observes file access or file-download related issues with groupfolders, for example, when a user doesn't see a file they should have access to, or when a file does not get synced properly with the desktop client, or when a file is not downlo...

    Hide support page in admin settings

    As a service provider or reseller you may want to use the support app to have access to the enterprise update channel and all the advances enterprise features but on the other hand don't show the support page to your customers which might have a admi...

    How to be informed about releases

    For special enterprise releases and critical security issues, special mailings are send to the contact persons defined in the portal....

    How to prepare for upgrades

    This article lists the steps to take to prepare for an upgrade, the database migrations, and expected downtime....

    How to remove a subscription key from an instance

    Let's say, you want to duplicate your instance by copying a VM and use the duplicate as a sandbox (or a test server), but you don't want to have user limit applied based on your subscription key....

    Limit list of available apps

    As a service provider or reseller you may want to limit the list of available apps for admins....

    Limit number of users per instance

    As a service provider or reseller you may want to limit admins in the number of users they can create on the instance....

    Load tests of big deployment

    Question...

    Low upload speeds with S3

    S3 can be used as primary storage or as external storage, where there are different implementations that are used for the upload of files. Files are uploaded in chunks before being reassembled in a final request. If you have S3 as primary storage the...

    Migration support

    This article describes migration scenarios that sysadministrators might encounter, and links to relevant documentation. ...

    No DNS record found for when using a http proxy

    You see a failing setup check telling you that "This server has no working internet connection" together with log messages starting with "No DNS record found for ..."...

    Old version still shown after successful update

    Sometimes, it can happen that an update has been available and successfully executed, but the old version is still shown....

    Performance problems

    This article describes the most common causes of a bad performance or when Nextcloud is slow, and how to make Nextcloud fast again. This page describes how the support team analyses these systems....

    Permissions error in appdata

    This article describes what to do if you see the following errors:...

    The support app shows double as many users as I have

    In Admin Settings → Support the number of active users is reported and it shows about twice as many users as there are. Also the output of occ user:report displays twice as many LDAP users than there are "active users"....

    Transfer ownership is missing shares

    When transferring ownership, it can happen that some shares were not transferred correctly....

    Upload big files with public link share fails

    If big files fail to get uploaded for public link shares but other uploads for logged in users work fine, please check the following apache configs....

    Useful SQL queries

    This page describes SQL queries that are useful for solving several issues....

    User id change

    Root cause analysis...