Can't load file in collabora online

User Support
1

I’m using Collabora online with Nexcloud Office. Both of them running behind nginx reverse proxy. Each one on its own server.

Everything is working fine, but from time to time some files can’t be loaded unless I restart Collabora service.

On Collabora server I have those error logs at the moment of trying to open a specific file:

wsd-00429-00571 2023-12-31 08:24:56.914794 +0100 [ websrv_poll ] INF #35: URL [https://domain/index.php/apps/richdocuments/wopi/files/xxxx?access_token=xxxxx&access_token_ttl=xxx&permission=edit] is writable| wsd/COOLWSD.cpp:5279
wsd-00429-00571 2023-12-31 08:24:56.914802 +0100 [ websrv_poll ] INF Find or create DocBroker for docKey [https%3A%2F%2Fdomain%3A443%2Findex.php%2Fapps%2Frichdocuments%2Fwopi%2Ffiles%2Fxxx for session [9f4] on url [https://domain/index.php/apps/richdocuments/wopi/files/xxx?access_token=xxx&access_token_ttl=xxxx&permission=edit]| wsd/COOLWSD.cpp:3595
wsd-00429-00571 2023-12-31 08:24:56.914810 +0100 [ websrv_poll ] DBG Found DocumentBroker with docKey [https%3A%2F%2Fdomain%3A443%2Findex.php%2Fapps%2Frichdocuments%2Fwopi%2Ffiles%2Fxxxxx]| wsd/COOLWSD.cpp:3623
wsd-00429-00571 2023-12-31 08:24:56.914818 +0100 [ websrv_poll ] WRN DocBroker [https%3A%2F%2Fdomain%3A443%2Findex.php%2Fapps%2Frichdocuments%2Fwopi%2Ffiles%2Fxxxx] is unloading. Rejecting client request to load session [9f4]| wsd/COOLWSD.cpp:3631
wsd-00429-00571 2023-12-31 08:24:56.914860 +0100 [ websrv_poll ] ERR #35: Error while handling Client WS Request: Failed to create DocBroker with docKey [https%3A%2F%2Fdomain%3A443%2Findex.php%2Fapps%2Frichdocuments%2Fwopi%2Ffiles%2Fxxxx].| wsd/COOLWSD.cpp:5360
wsd-00429-00571 2023-12-31 08:24:56.914877 +0100 [ websrv_poll ] ERR #35: Socket write returned -1 (EPIPE: Broken pipe)| net/Socket.hpp:1447
wsd-00429-00571 2023-12-31 08:24:56.915059 +0100 [ websrv_poll ] ERR #35: Socket write returned -1 (EPIPE: Broken pipe)| net/Socket.hpp:1447
wsd-00429-00571 2023-12-31 08:24:56.915078 +0100 [ websrv_poll ] WRN #35: Shutting down but 64 bytes couldn’t be flushed and still remain in the output buffer| net/WebSocketHandler.hpp:876
wsd-00429-00571 2023-12-31 08:24:56.915117 +0100 [ websrv_poll ] ERR #35: Attempted to remove: 738 which is > size: 0 clamped to 0| net/Socket.hpp:1243
wsd-00429-00571 2023-12-31 08:24:56.915136 +0100 [ websrv_poll ] ERR #35: Socket write returned -1 (EPIPE: Broken pipe)| net/Socket.hpp:1447
wsd-00429-00571 2023-12-31 08:24:56.915161 +0100 [ websrv_poll ] DBG #35: Disconnected while writing (EPIPE): Broken pipe)| net/Socket.hpp:1403
wsd-00429-00571 2023-12-31 08:24:56.915188 +0100 [ websrv_poll ] DBG #35: Closed socket to [::ffff:x.x.x.x]| net/Socket.hpp:156

I want to mention that when it happens it concerns just one file; the other files are accessible.

What could be the problem? is there any solution?

2

Hey @azz. Welcome to the forum. :slight_smile:

Hmmm… is there something strange with the filename? Using any accented characters?

Hmmm… is there anything different in these specific files? For example, spreadsheets that are using Pivot Tables, while the others don’t have it.

And if you could give your:

  • Help > About info

and a little more info on your Nextcloud versions/setup.

1 Like
3

Hello Tex, thank you!

No the filename doesn’t have any accented characters. Still now it happened for two files: One is .odp and the another one is .docx

I don’t know if that has a meaning, but I notice that this happens with files that I access very frequently during some days. The files that I rarely access stay accessible with no problem.

There is nothing special about these files: the first one .odp is a presentation having some animations, and the second one .docx contains a simple text with some inserted images. Their content is written in French and has some accented characters.

Here is my

My Nextcloud instance runs in a separate debian12 vm and has the version: 27.1.4
Both of Nextcloud and Collabora instances run behind an nginx reverse proxy.

1 Like
4

Could you post your About info as actual text? (There’s a little “copy” button in that window.) That makes it so much easier to find/search for this info in the future. :slight_smile:

Hmmm… interesting.

So, in my favorite search engine, I typed in:

  • "Error while handling Client WS Request: Failed to create DocBroker with docKey"

There were 10 hits, and a few were describing similar symptoms:

  • A document that wouldn’t open because of an “open session”.
  • nginx config problems.

This was one of the closest:

Hmmm… perhaps one of those can lead you to a solution.