OnlyOffice file not saved, file changes lost upon exit

[FreemoX]

So, I was writing this document for one of my exams (homeschooling due to the current situation), and was working on it for 8 hours, where I started about 16:40 on the 27.03.2020 (if that helps searching in the log), until about midnight (00:01 28.03.2020). After finishing the task, I exited the editor (through the web interface), and forwarded the shared link to my teachers so they can read/download it.
I noticed my file size was suspiciously small, so I opened it to check, and noticed that 8 hours of work was gone. I've now spent over 2 hours troubleshooting and trying to rescue the file (even looked up the browser cache, but no success), and have at this point given up.

Below are the issue report, but it would save my day if someone knows a way to restore the file. I checked the versions history, but the only entry is even older, and it's not up to date either.

It should be noted, I was editing externally over the internet, so I don't know if something timed out on the server/client side, but here to hoping it can be restored, or at least resolved if this is not a config issue.

Steps to reproduce

1: Open and edit a word document created with OnlyOffice, as you normally would through the web interface.
2: Make constant changes to said document for a long time (I was writing for 8 hours straight)
3: Make sure the save icon is grey, and exit the document editor.
4: If the last "file update" time is not recent, re-open the document.
5: You may or may not encounter a warning screen mentioning OnlyOffice was not able to open the file properly, and the user is urged to download the file locally to their computer to be safe.
6: You do that, only to notice all the work since the reported "last update" time, is gone.
7: Rip your hairs out in frustration.

Expected behaviour

The document should be saved, and the file should be accessible as normal.

Actual behaviour

The file changes since last reported file update time are lost. OnlyOffice shows a warning about having issues opening the file properly, and downloading the file locally confirms that the changes since the reported file update time, are indeed lost into the void.

Server configuration detail

Operating system: Linux 4.15.0-91-generic #92-Ubuntu SMP Fri Feb 28 11:09:48 UTC 2020 x86_64

Webserver: Apache/2.4.29 (Ubuntu) (apache2handler)

Database: mysql 5.7.29

PHP version:

7.2.24-0ubuntu0.18.04.3
Modules loaded: Core, date, libxml, openssl, pcre, zlib, filter, hash, Reflection, SPL, sodium, session, standard, apache2handler, mysqlnd, PDO, xml, calendar, ctype, curl, dom, mbstring, fileinfo, ftp, gd, gettext, gmp, iconv, igbinary, imagick, intl, json, exif, mysqli, pdo_mysql, Phar, posix, readline, redis, shmop, SimpleXML, sockets, sysvmsg, sysvsem, sysvshm, tokenizer, wddx, xmlreader, xmlwriter, xsl, zip, Zend OPcache

Nextcloud version: 18.0.3 - 18.0.3.0

Updated from an older Nextcloud/ownCloud or fresh install: Updated from 18.0.1 a few weeks ago

Where did you install Nextcloud from: Unknown

Signing status

Array
(
)

List of activated apps

Enabled:
 - accessibility: 1.4.0
 - admin_audit: 1.8.0
 - analytics: 2.1.1
 - announcementcenter: 3.7.0
 - appointments: 1.1.10
 - apporder: 0.9.0
 - bookmarks: 2.3.4
 - browser_warning: 0.2.0
 - bruteforcesettings: 1.5.0
 - calendar: 2.0.2
 - camerarawpreviews: 0.7.3
 - cloud_federation_api: 1.1.0
 - cms_pico: 1.0.5
 - comments: 1.8.0
 - contacts: 3.2.0
 - cookbook: 0.6.1
 - dav: 1.14.0
 - deck: 0.8.0
 - documentserver_community: 0.1.5
 - external: 3.5.0
 - federatedfilesharing: 1.8.0
 - federation: 1.8.0
 - files: 1.13.1
 - files_accesscontrol: 1.8.1
 - files_automatedtagging: 1.8.2
 - files_external: 1.9.0
 - files_frommail: 0.4.0
 - files_linkeditor: 1.0.13
 - files_pdfviewer: 1.7.0
 - files_rightclick: 0.15.2
 - files_sharing: 1.10.1
 - files_trashbin: 1.8.0
 - files_versions: 1.11.0
 - files_videoplayer: 1.7.0
 - firstrunwizard: 2.7.0
 - forms: 1.1.1
 - group_everyone: 0.1.4
 - groupfolders: 6.0.3
 - groupquota: 0.1.2
 - impersonate: 1.5.0
 - issuetemplate: 0.6.0
 - logreader: 2.3.0
 - lookup_server_connector: 1.6.0
 - maps: 0.1.6
 - metadata: 0.11.1
 - music: 0.13.2
 - news: 14.1.3
 - nextcloud_announcements: 1.7.0
 - notes: 3.2.0
 - notifications: 2.6.0
 - oauth2: 1.6.0
 - occweb: 0.0.7
 - ocr: 6.0.25
 - onlyoffice: 4.1.4
 - passman: 2.3.5
 - password_policy: 1.8.0
 - photos: 1.0.0
 - previewgenerator: 2.2.0
 - privacy: 1.2.0
 - provisioning_api: 1.8.0
 - rainloop: 6.1.0
 - ransomware_protection: 1.6.1
 - recommendations: 0.6.0
 - serverinfo: 1.8.0
 - settings: 1.0.0
 - sharebymail: 1.8.0
 - sharingpath: 0.2.0
 - socialsharing_email: 2.0.0
 - socialsharing_facebook: 2.0.0
 - spreed: 8.0.5
 - support: 1.1.0
 - survey_client: 1.6.0
 - suspicious_login: 3.1.0
 - systemtags: 1.8.0
 - terms_of_service: 1.4.0
 - text: 2.0.0
 - theming: 1.9.0
 - theming_customcss: 1.5.0
 - twofactor_admin: 2.0.0
 - twofactor_backupcodes: 1.7.0
 - twofactor_nextcloud_notification: 2.2.0
 - updatenotification: 1.8.0
 - video_converter: 0.1.3
 - viewer: 1.2.0
 - workflow_pdf_converter: 1.3.1
 - workflow_script: 1.3.1
 - workflowengine: 2.0.0
Disabled:
 - activity
 - breezedark
 - carnet
 - cospend
 - encryption
 - files_external_gdrive
 - files_snapshots
 - flowupload
 - fulltextsearch
 - mail
 - ocdownloader
 - ocsms
 - openhab
 - phonetrack
 - ransomware_detection
 - registration
 - sensorlogger
 - unsplash
 - user_ldap

Configuration (config/config.php)

{
    "instanceid": "***REMOVED SENSITIVE VALUE***",
    "passwordsalt": "***REMOVED SENSITIVE VALUE***",
    "secret": "***REMOVED SENSITIVE VALUE***",
    "trusted_domains": [
       ***REMOVED SENSITIVE VALUE***
    ],
    "datadirectory": "***REMOVED SENSITIVE VALUE***",
    "dbtype": "mysql",
    "version": "18.0.3.0",
    "overwritehost": "***REMOVED SENSITIVE VALUE***",
    "dbname": "***REMOVED SENSITIVE VALUE***",
    "dbhost": "***REMOVED SENSITIVE VALUE***",
    "dbport": "",
    "dbtableprefix": "oc_",
    "mysql.utf8mb4": true,
    "dbuser": "***REMOVED SENSITIVE VALUE***",
    "dbpassword": "***REMOVED SENSITIVE VALUE***",
    "installed": true,
    "memcache.locking": "\\OC\\Memcache\\Redis",
    "memcache.distributed": "\\OC\\Memcache\\Redis",
    "memcache.local": "\\OC\\Memcache\\Redis",
    "redis": {
        "host": "***REMOVED SENSITIVE VALUE***",
        "port": 6379,
        "timeout": 3
    },
    "maintenance": false,
    "mail_smtpmode": "smtp",
    "mail_sendmailmode": "smtp",
    "mail_from_address": "***REMOVED SENSITIVE VALUE***",
    "mail_domain": "***REMOVED SENSITIVE VALUE***",
    "mail_smtphost": "***REMOVED SENSITIVE VALUE***",
    "mail_smtpport": "587",
    "mail_smtpsecure": "tls",
    "mail_smtpauthtype": "PLAIN",
    "mail_smtpauth": 1,
    "mail_smtpname": "***REMOVED SENSITIVE VALUE***",
    "mail_smtppassword": "***REMOVED SENSITIVE VALUE***",
    "has_rebuilt_cache": true,
    "0": [
        "files_external_gdrive",
        "sharingpath",
        "files_frommail"
    ],
    "updater.release.channel": "stable",
    "theme": "",
    "loglevel": 2,
    "overwrite.cli.url": "***REMOVED SENSITIVE VALUE***"
}

Are you using external storage, if yes which one: local/smb/sftp/...

Are you using encryption:

Are you using an external user-backend, if yes which one: LDAP/ActiveDirectory/Webdav/...

Client configuration

Browser: Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/80.0.3987.149 Safari/537.36

Operating system: Ubuntu 18.04.4 LTS (GNU/Linux 4.15.0-91-generic x86_64)

Logs

Web server error log

[Fri Mar 27 06:25:07.033996 2020] [http2:warn] [pid 1677] AH10034: The mpm module (prefork.c) is not supported by mod_http2. The mpm determines how things are processe$
[Fri Mar 27 06:25:07.103638 2020] [mpm_prefork:notice] [pid 1677] AH00163: Apache/2.4.29 (Ubuntu) OpenSSL/1.1.1 configured -- resuming normal operations
[Fri Mar 27 06:25:07.112819 2020] [core:notice] [pid 1677] AH00094: Command line: '/usr/sbin/apache2'
[Fri Mar 27 07:26:20.485392 2020] [php7:error] [pid 2513] [client 134.122.115.229:37018] script '/var/www/nextcloud/api.php' not found or unable to stat
[Fri Mar 27 07:26:21.464988 2020] [php7:error] [pid 4083] [client 134.122.115.229:37360] script '/var/www/nextcloud/login.php' not found or unable to stat
[Fri Mar 27 07:26:22.455490 2020] [php7:error] [pid 2513] [client 134.122.115.229:37714] script '/var/www/nextcloud/system_api.php' not found or unable to stat

Nextcloud log

https://easyupload.io/vw96h0
Password: nextcloudlogfile1

Browser log

Insert your browser log here, this could for example include:

Will include if necessary

[biva]

I guess it's a duplicate of #12

[FreemoX]

I guess it's a duplicate of #12

#12 only has issues with file changes not being reflected by NextCloud, while my issue is the changes aren't saved to the document; downloading the file does not show the changes.

[cortopy]

This is dreadful!!! I stopped using this extension because I also experienced issues like yours. Thankfully I've learned to mistrust new Nextcloud features. They're always half-baked and never production ready. This is yet another example.

Have you trying opening the file with the desktop onlyOffice app? OnlyOffice has its own server (the extension is just a bridge between the two), and I noticed that even though the document doesn't get udpated in Nextcloud, changes are saved in OnlyOffice server.

I also tried syncing the file using the normal sync, but if you open that file it will get corrupted. Only open from OnlyOffice app.

[FreemoX]

Yeah, I'll definitely be more sceptical towards stuff like this, especially "mission critical" features such as the OnlyOffice community app.

One of the first things I tried was actually to open it with the desktop version of OnlyOffice (which I've used in the past with no issues other than the wide spread user ghosting issue, although this occur in the web interface editor as well.

I haven't tried opening the file through the sync client, mainly due to a lot of users reporting corrupted files afterward.

I also host a lot of business and family files on the box, so I've disabled user access to OnlyOffice, but I'd like to open this again since having a private editing platform is a great relief in effort (changing locations and devices)

[ogmkp]

F*** i lost 7 pages of document writed yesterday !
I open the document today and i have a blank page !

Rip your hairs out in frustration.

YES !

[jospoortvliet]

This is horrible. I don't see anything int he logs that could explain this, so I'm 100% unsure what caused it... But sorry to hear that you lost all your work this way, that really should never happen. @icewind1991 any clue what could cause this and how to debug?

[FreemoX]

any clue what could cause this and how to debug?

I'm not 100% sure, but it appears this issue is connected to #100

I was having some other "symptoms" as well though, such as:

• User ghosting (your own user locks you out randomly from making changes to certain parts of the document for some amount of time.)
• Some of my users were complaining about random (?) letters not showing when re-opening a document. As in the letters seem to be replaced by a space.
• Especially tables were a nightmare to use, getting locked out for up to 5 minutes at a time, every 5 minutes.

[ogmkp]

I have the user ghosting too, when i'm re-opening document after minutes, some part of writer or calc document show red cells of myself using the document from the past, I wait 1 or 2 minutes and after disapearing, I can edit theses parts, but this is not a really a deep problem like loosing all the document ! (and concerns another issue I think)

I've found that Onlyoffice server and client promoted together inside from Nextcloud v18 makes 2 or 3 hours to push modifications to nextcloud system.
And unfortunatly, it happens that no modifications are recorded to nextcloud, period.

This problem didn't exist when I was using nextcloud with onlyoffice add-on and an external onlyoffice server.

I got paranoid, and I'm starting to get into the routine of downloading the ODS version before I close the Onlyoffice editor for fear that my changes won't make it down to the nextcloud.

Tx !

[leadermontanus]

I can confirm this. Installed Nextcloud and OnlyOffice using Snap on an Ubuntu server. With several (smallish) spreadsheets changes are lost between closing and opening a file. This is when I edit directlyon the server using OnlyOffice in a browser and opening from the Files section of Nextcloud.

Additional info:

• Downloading the file before closing has all the changes in it.
• Saving file with a different name keeps the changes in the new file.

[shibco]

I have this issue too, and there's nothing in the logs that suggests a source for the error. Wow.

[zamgreg]

I had experienced something similar, but in my case the document updated on nextcloud's side after some time edits were made. I think caching might be to blame. Try to turn it off and see. And yeah, I didn't close the tab after exiting onlyoffice.
Other options: disable fast collaborative mode / autosave (I think I tried it and it didn't work, but I don't really remember) OR "save as", which is uncomfortable but might work.

[shibco]

In my case, both disabling fast collaborative editing and performing manual saves had no effect on committing changes to the remote document.

I ended up deploying a document server on a separate VPS, which seems to have solved this for me. In any case the reliability of data loss is a real problem for this project, especially given that it is easily installed through the nextcloud app ecosystem and advertised as a credible alternative to Google Docs.

[shibco]

Update: This is still an issue even with the separate Document Server. 🙃

[ogmkp]

#12 (comment)

[datacosmos]

I had a similar problem with nexctloud and the integrated community server - all files where empty when opened in external program like libre office!
However it worked when opening in the browser - but after an update of nextcloud the integrated community server stopped working (missing shared graphics lib on shared hosting). So now I have no access to these docs anymore.

Unfortunately some of the docs contained quite some work - so I setup up the community server on docker and got it to work finally. For new docs everything works fine.

Is there a chance that there is the content somewhere inside the community_server files?

Is the content of the docs only stored as the exported docx etc? How is it possible that we could still work with the docs -even the docx was empty?

Where are the docs persisted?

Any ideas?

[dzzun-ops]

the only thing that helped me was setup document server in with docker

[ogmkp]

the only thing that helped me was setup document server in with docker

The only thing that helped me was setup Libreoffice-online in Nextcloud. Too much heavy but operationnal.

[Fiodin]

the only thing that helped me was setup document server in with docker

That's totally right!!!!!
Have a closer look here.

[lindenthal]

I also just lost a couple of changes I did in the OnlyOffice webfrontend. Unfortunately I can not really reproduce it. Sometimes my changes are saved - sometimes not. Please contact me if you are interested in this bug. I am very happy help out and of course I really appreciate all the work you are doing in this area.

[andre161292]

Any update?

This one happens with the latest official helm chart as well. I tried to set higher proxy-read/write timeouts for our nginx-ingress, but issue still pursues.
We've deployed all components: Redis, Postgres, Converter, RabbitMQ, NFS-Provisioner and the Document Server as well. Nextcloud runs on separate Postgres and Redis instances. No errors.

I can reproduce the issue by letting a document stay open for a longer time, while occasionally modifying it. At some point (like ~5 to 15 Minutes), changes will not be persisted anymore. Other clients having the document open do not get the changes either.

[DCCInterstellar]

As of June 2, 2023. I've been having a similar issue between NextCloud & OpenOffice that is currently running on Unraid OS. When I make an edit to the file, it saves ONLY on OnlyOffice/Unraid. But if I open the file via SMB, the edits are not even there! I've added 'filesystem_check_changes' => '1', to allow Nextcloud to view all the new file changes automatically. That did not work.

[alexrojo77]

Recently I think I'm experiencing something similar with saving docx and xlsx files with OnlyOffice (7.5.1.23; Ubuntu 22.04) from my network NAS (Synology; DSM7.2). I have my file shares mounted in the Nautilus file browser and would simply open the docx or xlsx files through the file manager, make changes, then save them. However, when I came back to the files at a later time, I found all my recently made changes were not there! Luckily I didn't make many changes and could easily go back and recreate the work but I suspect the issue may be with with OnlyOffice? When using LibreOffice 7.6 on my Ubuntu box, I can make changes, save them and the changes would be saved properly. I also use OnlyOffice on a Win10 machine and I'm not seeing this odd issue. I know in the past this wasn't the case and I've only seen this recently but can't pinpoint if this bug (?) was introduced in a recent update to OnlyOffice or to Ubuntu OS itself. Perhaps when I have time I might swap out the hard drive and put on a fresh version of Ubuntu then re-install OpenOffice to see if this fixes things. For now however, I have stopped using OpenOffice on my Ubuntu computer until I can figure out what's going on.

Update1: Apologies....I realized I had typed in OpenOffice. This should have been OnlyOffice.

Update 2: I went to OnlyOffice GitHub page and downloaded/installed the previous Ubuntu release of OnlyOffice (7.5.0). I'm now able to open and save my files with changes reflected now. :)

[magicmatt007]

I recently started using OnlyOffice as I "looked" closer to MS Office than LibreOffice.

I am accessing my OneDrive files in the cloud via OneDriver. I think this one just mounts the cloud files...

Now: After editing two Excel spreadsheets for 2h and pressing the "Save" button inbetween a couple of times, I also had to find out that nothing got saved. arghh...

Doing a quick Google it seems that "not saving" has been a problem for a long time :-(

[tanjera]

@magicmatt007 and @alexrojo77

I just discovered the same issue today- I am new to OnlyOffice and noticed it appears to (but does not actually) save to some mounted filesystems (for me, Google Drive mounted through GNOME or through rclone). I also replicated it with a Samba share mounted through rclone. However, it worked normally when mounting the Samba share with the CIFS driver in /etc/stab.

The common denominator is that it fails to save actual changes to files mounted on a FUSE mounted directory, which is what GNOME and rclone and others use for mounting cloud drives.

This is fundamentally different than the original issue on this thread so I'll look to make a bug report elsewhere. I mainly wanted to get the word out that if you mount with a different drivers or use a bidirectional sync to a local drive, it will circumvent the bug.

[github-actions]

This issue has been marked 'stale' due to lack of recent activity. If there is no further activity, the issue will be closed in another 60 days. Thank you for your contribution!

Retaking repo management include inheritance of old, not treated, and probablty obsolete issues, this is why it was decided to mark issues as stale.

[shibco]

Ping. Severe data loss bugs should never be closed. Irresponsible.

…

On October 7, 2024 10:57:53 AM GMT+10:00, "github-actions[bot]" ***@***.***> wrote: This issue has been marked 'stale' due to lack of recent activity. If there is no further activity, the issue will be closed in another 60 days. Thank you for your contribution! Retaking repo management include inheritance of old, not treated, and probablty obsolete issues, this is why it was decided to mark issues as stale. -- Reply to this email directly or view it on GitHub: #103 (comment) You are receiving this because you commented. Message ID: ***@***.***>