# Can't load file in collabora online **URL:** \ **Category:** User Support\ **Created:** [December 31, 2023, 7:43am UTC](https://forum.collaboraonline.com/t/cant-load-file-in-collabora-online/2284 "2023-12-31T07:43:28Z")\ **Posts on this page:** 4\ **Page:** 1
**Author:** ![azz](https://avatars.discourse-cdn.com/v4/letter/a/3bc359/32.png) [@azz](https://forum.collaboraonline.com/u/azz)\ **Post date:** [December 31, 2023, 7:43am UTC](https://forum.collaboraonline.com/t/cant-load-file-in-collabora-online/2284/1 "2023-12-31T07:43:28Z")
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](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](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? ---
**Author:** ![Tex](https://avatars.discourse-cdn.com/v4/letter/t/eb8c5e/32.png) [@Tex](https://forum.collaboraonline.com/u/Tex)\ **Post date:** [January 3, 2024, 11:57pm UTC](https://forum.collaboraonline.com/t/cant-load-file-in-collabora-online/2284/2 "2024-01-03T23:57:40Z")
Hey @azz. Welcome to the forum. 🙂 > [@azz](#): > > I want to mention that when it happens it concerns just one file; the other files are accessible. Hmmm… is there something strange with the filename? Using any accented characters? > [@azz](#): > > Everything is working fine, but from time to time some files can’t be loaded unless I restart Collabora service. 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. ---
**Author:** ![azz](https://avatars.discourse-cdn.com/v4/letter/a/3bc359/32.png) [@azz](https://forum.collaboraonline.com/u/azz)\ **Post date:** [January 6, 2024, 9:48am UTC](https://forum.collaboraonline.com/t/cant-load-file-in-collabora-online/2284/3 "2024-01-06T09:48:46Z")
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 - **Help \> About** info ![Screenshot 2024-01-06 at 12.38.51](https://europe1.discourse-cdn.com/flex013/uploads/collaboraonline/original/1X/13973497d8282d38c5e785bedac1439c39df19b7.png) 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. ---
**Author:** ![Tex](https://avatars.discourse-cdn.com/v4/letter/t/eb8c5e/32.png) [@Tex](https://forum.collaboraonline.com/u/Tex)\ **Post date:** [January 11, 2024, 12:30am UTC](https://forum.collaboraonline.com/t/cant-load-file-in-collabora-online/2284/4 "2024-01-11T00:30:23Z")
> [@azz](#): > > Here is my > > - **Help \> About** info 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. 🙂 > [@azz](#): > > 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. 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”. - Can be seen in [the “Admin Console”](https://sdk.collaboraonline.com/docs/installation/Configuration.html#admin-console). - nginx config problems. This was one of the closest: - ["Failed to create DocBroker with docKey" When Trying to Open Specific ODS · Issue #523 · nextcloud/richdocuments · GitHub](https://github.com/nextcloud/richdocuments/issues/523) - [Collabora Docker + Nextcloud Docker + NGINX Proxy Manager](https://forum.collaboraonline.com/t/collabora-docker-nextcloud-docker-nginx-proxy-manager/927) Hmmm… perhaps one of those can lead you to a solution.