ERROR: file stalls at "connecting" when trying to open it

User Support
1

Hello,

When working on Collabora online, I sometimes have an issue saving files and opening them. I noticed it first occurs when, for some reason I dont understand, it cannot save the file automatically because it tells me I dont have the rights (even if I am the owner of the file, and that usually saving the file works well). Trying to save the file manually doesnt work either. The state of the file gets stuck at “saving”. Trying to close the window does not respond. And reloading the page makes the file stall at connecting (see the image below).

Capture d’écran 2026-07-29 153336
Capture d’écran 2026-07-29 153336375×346 2.7 KB

Our organisation uses CanTrust to host our nextcloud instance. But I was wondering if any of you here had the same issue as what I described.

EDIT: it seems to happen when I have more than one tab of the same file opened at the same time (possibly with with a public access link). Usually, having multiple tabs of the same file is not a problem. But after some idle time, like when I come back the next morning to work on the file, and for some reason I re-open the other tab of the same file, it can cause an error connecting with the wrong permissions, preventing me to access the file at all.

Thanks for any inputs!

2

Hi @julienrobi3 :waving_hand: That EDIT is the key detail, thanks!

This looks like an expired WOPI access token on the overnight tab. Nextcloud issues a time-limited token per view; the stale tab’s token dies quietly, then when you re-focus it and it rejoins the document session, the save goes out with a token Nextcloud no longer honours → you get “no rights” even though you own the file. :sweat_smile: Unsaved changes then keep the document from unloading, so the reload lands on a wedged session → “Connecting” forever. The public link makes it worse, since that view is a different identity with its own permissions.

To get unstuck: close all tabs of the file (including the public-link one), wait a few minutes for the doc to unload server-side, then reopen from Nextcloud. Check the file’s Versions tab if content is missing. :crossed_fingers:

To avoid it: don’t leave a tab parked overnight on a doc you’re editing, and don’t mix an authenticated tab with a public-link tab on the same file.

Since CanTrust hosts your instance, worth asking them to check the PutFile status in coolwsd.log, the richdocuments token TTL vs Nextcloud’s session_lifetime, and any stale locks in oc_file_locks.

3

Thanks for your reply!
I will be careful in the future to avoid this behavior. But I was still curious whether its an issue that will be worked on by Collabora team? I think its a generally good thing to change our way to work by avoiding having plenty of tabs open at the same time. But I feel a lot of people work this way, so it could be frustrating for future users, especially if its not easy to know what is happening and if the files are unnaccessible for the next few hours.

4

And maybe its worth also mentioning that this morning, after following @darshan advices (closing all tabs at the end of the day, and opening just one tab the next day), it still didnt work. I was able to open the file, and edit it. But when I tried to save the file, nothing happened. And reloading the file got me back to the never ending “connecting” loop, even if I had opened only one tab.
We are in contact with CanTrust, so they will be able to see the content of the log files, but I thought it was worth mentioning this problem to the Collabora community!

5

@julienrobi3 can you share the logs here so i can check what is the main cause here ?

6

Hi @darshan , Damien from CanTrust Hosting here. Thank you so much for your assistance!

I checked the coolwsd logs via journalctl and found the most recent error from Julien’s last post (testing out your suggestions).

I’m not sure if the first two parts are relevant but the 3rd part at 9:03:24 is definitely the save failing:

Aug 05 08:51:10 cw-toronto01 coolwsd[2488752]: wsd-2488752-2488898 2026-08-05 12:51:10.089081 [ websrv_poll ] WRN  FileServerRequestHandler: File not found: Invalid URI request (hash): [/browser/2229109277/extensions/index.json].|wsd/FileServer.cpp:749
Aug 05 08:51:11 cw-toronto01 coolwsd[2488752]: wsd-2488752-2488898 2026-08-05 12:51:11.061441 [ websrv_poll ] WRN  FileServerRequestHandler: File not found: Invalid URI request (hash): [/browser/2229109277/images/lc_sr20006.svg].|wsd/FileServer.cpp:749
Aug 05 08:51:22 cw-toronto01 coolwsd[2488752]: wsd-2488752-479412 2026-08-05 12:51:22.859853 [ docbroker_7eb ] ERR  Failed to rename [/opt/cool/child-roots/2488752-29B40423/m84UGEjZStukf1Ws/tmp/user/docs/clipboard.shutdown] to [/opt/cool/child-roots/2488752-29B40423//tmp/incoming/clipboards/cool-pvgpwHZF6l9vvT9Y/187] (EXDEV: Invalid cross-device link)|common/Clipboard.hpp:100
Aug 05 09:01:13 cw-toronto01 coolwsd[2488752]: [1.1K blob data]
Aug 05 09:01:13 cw-toronto01 coolwsd[2488752]: [1.1K blob data]
Aug 05 09:01:13 cw-toronto01 coolwsd[2488752]: [1.1K blob data]
Aug 05 09:01:13 cw-toronto01 coolwsd[2488752]: [1.1K blob data]
Aug 05 09:01:15 cw-toronto01 coolwsd[2488752]: wsd-2488752-2488898 2026-08-05 13:01:15.625960 [ websrv_poll ] WRN  FileServerRequestHandler: File not found: Invalid URI request (hash): [/browser/2229109277/extensions/index.json].|wsd/FileServer.cpp:749
Aug 05 09:01:24 cw-toronto01 coolwsd[479413]: kit-479413-479413 2026-08-05 13:01:24.699857 [ kitbroker_7f3 ] WRN  #19: Socket still open post onDisconnect(), forced shutdown.|net/Socket.hpp:1331
Aug 05 09:01:24 cw-toronto01 coolwsd[482098]: kit-482098-482098 2026-08-05 13:01:24.700675 [ kitbgsv_78e_001 ] WRN  #15: Socket still open post onDisconnect(), forced shutdown.|net/Socket.hpp:1331
Aug 05 09:01:28 cw-toronto01 coolwsd[2488752]: wsd-2488752-2488898 2026-08-05 13:01:28.844987 [ websrv_poll ] WRN  FileServerRequestHandler: File not found: Invalid URI request (hash): [/browser/2229109277/images/lc_name.svg].|wsd/FileServer.cpp:749
Aug 05 09:01:28 cw-toronto01 coolwsd[2488752]: wsd-2488752-2488898 2026-08-05 13:01:28.851980 [ websrv_poll ] WRN  FileServerRequestHandler: File not found: Invalid URI request (hash): [/browser/2229109277/images/lc_move.svg].|wsd/FileServer.cpp:749
Aug 05 09:01:41 cw-toronto01 coolwsd[479413]: kit-479413-479413 2026-08-05 13:01:41.765407 [ kitbroker_7f3 ] WRN  Unusual extremely large tile combine of size 4352x512 (17x2 tiles to serve 33 tiles: 97% in 8.5MB|common/RenderTiles.hpp:118
Aug 05 09:01:41 cw-toronto01 coolwsd[479413]: kit-479413-479413 2026-08-05 13:01:41.943350 [ kitbroker_7f3 ] WRN  Unusual extremely large tile combine of size 4352x512 (17x2 tiles to serve 33 tiles: 97% in 8.5MB|common/RenderTiles.hpp:118
Aug 05 09:02:01 cw-toronto01 coolwsd[2488808]: frk-2488808-2488808 2026-08-05 13:02:01.509996 [ forkit ] ERR  Failed to wait for coolmount [/usr/bin/coolmount] (EINTR: Interrupted system call)|common/JailUtil.cpp:183
Aug 05 09:02:01 cw-toronto01 coolwsd[2488808]: frk-2488808-2488808 2026-08-05 13:02:01.511192 [ forkit ] WRN  Failed to unmount [/opt/cool/child-roots/2488752-29B40423/xdeu88lx2yJjnkLP/lo]|common/JailUtil.cpp:270
Aug 05 09:02:01 cw-toronto01 coolwsd[2488808]: frk-2488808-2488808 2026-08-05 13:02:01.518299 [ forkit ] ERR  Unknown child 482501 has exited, with status: 0|kit/ForKit.cpp:404
Aug 05 09:02:02 cw-toronto01 coolwsd[2488752]: [1.1K blob data]
Aug 05 09:02:02 cw-toronto01 coolwsd[2488752]: [1.1K blob data]
Aug 05 09:02:02 cw-toronto01 coolwsd[2488752]: [1.1K blob data]
Aug 05 09:02:02 cw-toronto01 coolwsd[2488752]: [1.1K blob data]
Aug 05 09:03:09 cw-toronto01 coolwsd[2488752]: [1.1K blob data]
Aug 05 09:03:09 cw-toronto01 coolwsd[2488752]: [1.1K blob data]
Aug 05 09:03:09 cw-toronto01 coolwsd[2488752]: [1.1K blob data]
Aug 05 09:03:09 cw-toronto01 coolwsd[2488752]: [1.1K blob data]
Aug 05 09:03:24 cw-toronto01 coolwsd[482098]: kit-482098-482099 2026-08-05 13:03:24.702194 [ kitbgsv_78e_wdg ] WRN  BgSave timed out and will self-destroy process 482098 (config timeout: 120s, real timeout: 120s)|kit/Kit.cpp:247
Aug 05 09:03:24 cw-toronto01 coolwsd[482098]: kit-482098-482098 2026-08-05 13:03:24.702628 [ kitbgsv_78e_001 ] SIG   Fatal signal received: SIGABRT code: fffffffffffffffa(-6) for address: 0x7400075b32
Aug 05 09:03:24 cw-toronto01 coolwsd[482098]: Recent activity:
Aug 05 09:03:24 cw-toronto01 coolwsd[482098]: Session count: 1
Aug 05 09:03:24 cw-toronto01 coolwsd[482098]:         view: 4, session 1962, rw, user: 'Julien', loading, type: spreadsheet, lang: en-US
Aug 05 09:03:24 cw-toronto01 coolwsd[482098]: Commands:
Aug 05 09:03:24 cw-toronto01 coolwsd[482098]:         session: 1962: load doc: file:///tmp/user/docs/Bm8cgMunkIkftlOz/DATAide_EPs.ods
Aug 05 09:03:24 cw-toronto01 coolwsd[482098]:         session: 1962: unoCommand : MoveKeepInsertMode - 2026-08-05 13:01:15
Aug 05 09:03:24 cw-toronto01 coolwsd[482098]:         session: 1962: unoCommand : ToolbarMode?Mode:string=Default - 2026-08-05 13:01:16
Aug 05 09:03:24 cw-toronto01 coolwsd[482098]:         session: 1962: unoCommand : ToolbarMode?Mode:string=notebookbar_online.ui - 2026-08-05 13:01:16
Aug 05 09:03:24 cw-toronto01 coolwsd[482098]:         session: 1962: unoCommand : SidebarHide - 2026-08-05 13:01:16
Aug 05 09:03:24 cw-toronto01 coolwsd[482098]:         session: 1962: bg save background=true {"DontTerminateEdit" : { "type":"boolean", "value":false }}
Aug 05 09:03:24 cw-toronto01 coolwsd[482098]:         forked background save process: 482098
Aug 05 09:03:24 cw-toronto01 coolwsd[482098]:         session: 1962: unoCommand : Save - 2026-08-05 13:01:24
Aug 05 09:03:24 cw-toronto01 coolwsd[482098]: Backtrace 482098 - kit startup of 26.04.2.4 2229109277:
Aug 05 09:03:24 cw-toronto01 coolwsd[482098]: /usr/bin/coolforkit-caps(_ZN7SigUtil13dumpBacktraceEv+0x7e)[0x55d572252fee]
Aug 05 09:03:24 cw-toronto01 coolwsd[482098]: /usr/bin/coolforkit-caps(+0x6dd475)[0x55d572253475]
Aug 05 09:03:24 cw-toronto01 coolwsd[482098]: /lib/x86_64-linux-gnu/libc.so.6(+0x3c050)[0x7fa0cbe5a050]
Aug 05 09:03:24 cw-toronto01 coolwsd[482098]: /lib/x86_64-linux-gnu/libc.so.6(ppoll+0xa6)[0x7fa0cbf1a366]
Aug 05 09:03:24 cw-toronto01 coolwsd[482098]: /usr/bin/coolforkit-caps(_ZN10SocketPoll4pollElb+0xe3)[0x55d5722b76d3]
Aug 05 09:03:24 cw-toronto01 coolwsd[482098]: /usr/bin/coolforkit-caps(_ZN13KitSocketPoll7kitPollEi+0x210)[0x55d5721c5870]
Aug 05 09:03:24 cw-toronto01 coolwsd[482098]: /opt/collaboraoffice/program/libmergedlo.so(+0x5ade558)[0x7fa0c86de558]
   [  stack trace dump, about 2 pages ]
Aug 05 09:03:24 cw-toronto01 coolwsd[479413]: kit-479413-479413 2026-08-05 13:03:24.762811 [ kitbroker_7f3 ] WRN  Failed to reap child process 482098 (ECHILD: No child processes)|common/SigUtil-server.cpp:204
Aug 05 09:03:24 cw-toronto01 coolwsd[479413]: kit-479413-479413 2026-08-05 13:03:24.762927 [ kitbroker_7f3 ] WRN  #15: Background save process disconnected but not terminated 482098|kit/KitWebSocket.cpp:404
Aug 05 09:03:24 cw-toronto01 coolwsd[479413]: kit-479413-479413 2026-08-05 13:03:24.762961 [ kitbroker_7f3 ] WRN  Disabled background save terminated without saving|kit/Kit.cpp:2863
Aug 05 09:03:24 cw-toronto01 coolwsd[479413]: kit-479413-479413 2026-08-05 13:03:24.763015 [ kitbroker_7f3 ] WRN  #15: Socket still open post onDisconnect(), forced shutdown.|net/Socket.hpp:1331
Aug 05 09:03:24 cw-toronto01 coolwsd[2488752]: wsd-2488752-482033 2026-08-05 13:03:24.763251 [ docbroker_7f3 ] WRN  Save result from Core (failure):  (during Activity::None) in 99723ms|wsd/DocumentBroker.cpp:3039
Aug 05 09:03:24 cw-toronto01 coolwsd[2488752]: wsd-2488752-482033 2026-08-05 13:03:24.763370 [ docbroker_7f3 ] ERR  ToClient-1962: error: cmd=storage kind=savefailed|(from wsd/DocumentBroker.cpp:3076)|common/Session.hpp:159
Aug 05 09:03:24 cw-toronto01 coolwsd[2488752]: wsd-2488752-482033 2026-08-05 13:03:24.763498 [ docbroker_7f3 ] WRN  Unusual, Kit session 1962 failed its disconnect handshake, killing|wsd/DocumentBroker.cpp:734
Aug 05 09:03:24 cw-toronto01 coolwsd[2488752]: wsd-2488752-482033 2026-08-05 

13:03:24.763747 [ docbroker_7f3 ] WRN  Unusual, Kit session 1981 failed its disconnect handshake, killing|wsd/DocumentBroker.cpp:734
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]: wsd-2488752-482033 2026-08-05 13:04:29.894187 [ docbroker_7f3 ] WRN  Unusual, Kit session 198b failed its disconnect handshake, killing|wsd/DocumentBroker.cpp:734
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]: wsd-2488752-482033 2026-08-05 

13:04:29.894502 [ docbroker_7f3 ] ERR  Cannot save because CanSave::NoWriteSession though NeedToSave::Yes_LastSaveFailed. May have data loss, but must stop|wsd/DocumentBroker.cpp:4213
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]: wsd-2488752-482033 2026-08-05 13:04:29.897962 [ docbroker_7f3 ] WRN  DocBroker [https%3A%2F%2Furl.redacted.ca%3A443%2Findex.php%2Fapps%2Frichdocuments%2Fwopi%2Ffiles%2F8372_oc8lnpa3fhn7] stopped although flagged as modified:
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]: DocumentBroker [7f3] Dump: [https%3A%2F%2Furl.redacted%3A443%2Findex.php%2Fapps%2Frichdocuments%2Fwopi%2Ffiles%2F8372_oc8lnpa3fhn7], pid: 479413 has live sessions
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   loaded in: 2181ms
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   now: Wed Aug 05 13:04:29.895 2026
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   child PID: 479413
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   sent: 0 bytes
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   recv: 0 bytes
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   jail id: 8FArUS21j6tGRm3S
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   filename: DATAide_EPs.ods
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   public uri: https://url.redacted.ca/index.php/apps/richdocuments/wopi/files/8372_oc8lnpa3fhn7?access_token=Ns301wvK0A1jnx3MJjoah7YP865XsEtf&access_token_ttl=0
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   jailed uri: file:///tmp/user/docs/Bm8cgMunkIkftlOz/DATAide_EPs.ods
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   doc key: https%3A%2F%2Furl.redacted.ca%3A443%2Findex.php%2Fapps%2Frichdocuments%2Fwopi%2Ffiles%2F8372_oc8lnpa3fhn7
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   doc id: 7f3
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   num sessions: 0
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   createTime: Wed Aug 05 13:01:13.134 2026 (3m 16s 761ms ago)
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   stop: true
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   closeReason: dead
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   modified?: false
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   possibly-modified: false
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   canSave: CanSave::NoWriteSession
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   canUpload: CanUpload::Yes
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   isStorageOutdated: false
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   needToUpload: NeedToUpload::No
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   lastActivityTime: Wed Aug 05 13:03:10.019 2026 (1m 19s 875ms ago)
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   haveActivityAfterSaveRequest: true
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   lastModifyActivityTime: Wed Aug 05 13:01:31.082 2026 (2m 58s 813ms ago)
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   haveModifyActivityAfterSaveRequest: false
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   loadDuration (ms): 2181
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   wopiDownloadDuration (ms): 251
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   alwaysSaveOnExit: false
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   backgroundAutoSave: true
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   backgroundManualSave: true
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   isViewFileExtension: false
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   Total PSS: 186065 KB
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   Doc PSS: 0 KB
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   last quarantined version: <unavailable>
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   idle time: 79877ms
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   cursor X: 0, Y: 0, W: 0, H: 0
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   DocumentState:
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     doc state: Status::Live
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     doc activity: Activity::None
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     doc loaded: true
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     interactive: false
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     close requested: false
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     unload requested: false
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     disconnected from kit: KitDisconnected::No
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   SaveManager:
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     version: 0
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     isSaving now: false
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     idle-save enabled: true
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     idle-save interval: 30000ms
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     auto-save enabled: true
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     auto-save interval: 300000ms
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     check interval: 30000ms
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     last auto-save check time: Wed Aug 05 13:04:29.894 2026 (3ms ago)
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     auto-save check needed: false
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     last save request: Wed Aug 05 13:01:45.040 2026 (2m 44s 857ms ago)
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     last save response: Wed Aug 05 13:03:24.763 2026 (1m 5s 134ms ago)
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     last save duration: 99723ms
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     min time between saves: 500ms
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     file last modified time: Thu Jan 01 00:00:00.000 1970 (496093h 4m 29s 897ms ago)
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     saving-timeout: 9s
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     last save timed-out: false
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     last save successful: false
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     save failure count: 3
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   StorageManager:
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     isUploading now: false
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     last upload request time: Wed Aug 05 13:01:13.134 2026 (3m 16s 764ms ago)
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     last upload response time: Wed Aug 05 13:01:13.134 2026 (3m 16s 764ms ago)
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     last upload duration: 0ms
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     min time between uploads: 5000ms
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     last modified time (on server): 2026-07-30T18:24:11.000000Z
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     file last modified: Wed Aug 05 13:01:13.968 2026 (3m 15s 930ms ago)
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     last upload was successful: true
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     upload failure count: 0
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     size on server: 0
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     last upload size: 0
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     Last StorageAttributes:
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:       StorageBase::Attributes:
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:       forced: false
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:       user-modified: false
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:       auto-save: false
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:       exit-save: false
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:       extended-data:
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     Current StorageAttributes:
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:       StorageBase::Attributes:
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:       forced: false
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:       user-modified: true
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:       auto-save: false
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:       exit-save: false
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:       extended-data:
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     Next StorageAttributes:
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:       StorageBase::Attributes:
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:       forced: false
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:       user-modified: false
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:       auto-save: false
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:       exit-save: false
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:       extended-data:
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   Storage:
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     StorageBase:
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     uri: https://url.redacted.ca/index.php/apps/richdocuments/wopi/files/8372_oc8lnpa3fhn7?access_token=&access_token_ttl=0
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     isDownloaded: true
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     localStorePath: /opt/cool/child-roots/2488752-29B40423/8FArUS21j6tGRm3S
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     jailPath: /tmp/user/docs/Bm8cgMunkIkftlOz
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     jailedFilePath: /opt/cool/child-roots/2488752-29B40423/8FArUS21j6tGRm3S/tmp/user/docs/Bm8cgMunkIkftlOz/DATAide_EPs.ods
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     jailedFilePathAnonym: /opt/cool/child-roots/2488752-29B40423/8FArUS21j6tGRm3S/tmp/user/docs/Bm8cgMunkIkftlOz/DATAide_EPs.ods
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     rootFilePathUploading: [/opt/cool/child-roots/2488752-29B40423/8FArUS21j6tGRm3S/tmp/user/docs/Bm8cgMunkIkftlOz/DATAide_EPs.ods.uploading], <missing>
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     fileInfo:
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:       filename: [DATAide_EPs.ods]
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:       size: 0
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:       ownerId: [Julien Robitaille]
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:       modifiedTime: [2026-07-30T18:24:11.000000Z]
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   LockContext: Unsupported
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   TileCache:
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     num: 208, size: 797811 (max: 0) bytes
   [ lots of tile cache info removed ]
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     stream cache: 0, num: 0, size: 0 (0) bytes
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     stream cache: 1, num: 2, size: 37761 (37761) bytes
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     .uno:CharFontName lang=en-US         36282 ( 36282) bytes
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     .uno:StyleApply lang=en-US          1479 (  1479) bytes
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     total size: 820596, total capacity: 834421 bytes
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:     tiles being rendered 0
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   SocketPoll [docbroker_7f3] with 1 socket(s) and 0 callback(s) - wakeup rfd: 36 wfd: 51
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:                 fd        events        status        rbuffered        rcapacity        wbuffered        wcapacity        rtotal        wtotal        clientaddress
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:             71        0x1                process              0          10594             0           1034         r: 1708944         w:  20994        uds-to-pid-479413        alive 0.743ms
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   Total socket buffer capacity: 11 KB
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:   Done SocketPoll [docbroker_7f3]
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]:  End DocumentBroker [7f3] Dump
Aug 05 09:04:29 cw-toronto01 coolwsd[2488752]: |wsd/DocumentBroker.cpp:807
Aug 05 09:04:31 cw-toronto01 coolwsd[2488752]: wsd-2488752-482033 2026-08-05 13:04:31.898563 [ docbroker_7f3 ] WRN  Data loss detected on [https%3A%2F%2Furl.redacted.ca%3A443%2Findex.php%2Fapps%2Frichdocuments%2Fwopi%2Ffiles%2F8372_oc8lnpa3fhn7], but Quarantine is disabled. Storage available: true|wsd/DocumentBroker.cpp:881
Aug 05 09:04:31 cw-toronto01 coolwsd[479413]: kit-479413-479413 2026-08-05 13:04:31.899490 [ kitbroker_7f3 ] ERR  #14: Kit for DocBroker [https%3A%2F%2Furl.redacted.ca%3A443%2Findex.php%2Fapps%2Frichdocuments%2Fwopi%2Ffiles%2F8372_oc8lnpa3fhn7] connection lost without exit arriving from wsd. Setting TerminationFlag|kit/KitWebSocket.cpp:215
Aug 05 09:04:31 cw-toronto01 coolwsd[479413]: Unexpected basic error dialog 'Unexpected dialog: Error saving the document file:///opt/cool/child-roots/2488752-29B40423/systmp/lu2488808a4dg67.tmp/user/basic/Standard/script.xlb/ Error: General Error.
Aug 05 09:04:31 cw-toronto01 coolwsd[479413]: General input/output error.'
Aug 05 09:04:31 cw-toronto01 coolwsd[479413]: Unexpected basic error dialog 'Unexpected dialog: Error saving the document file:///opt/cool/child-roots/2488752-29B40423/systmp/lu2488808a4dg67.tmp/user/basic/script.xlc Error: General Error.
Aug 05 09:04:31 cw-toronto01 coolwsd[479413]: General input/output error.'

The PHP session_lifetime is set to 1440 but gc.probability is set to 0 so PHP should not be removing any old session files. Is that the session_lifetime you’re referring to? I couldn’t find anything specific to Nextcloud.

Does that log snippet give any clues? We have had a couple of different users report this same(?) issue now on two different servers/instances of NC+CODE but have been unable to reproduce it ourselves so far.

7

Thanks a lot @damien_cantrust for sharing the logs. I also wanted to make an update on the behavior I’m encountering with this file. Now, if I open it, I can see the content. If I modify something, save it, and close it, it seems to work at first. When the file is closed, I can see that it has been modified a few seconds ago. If I open it again, it works fine (and I can see the modifications). But I noticed that I have 2 icons of my name logged in (even if I closed the last window). And if I modify the file again (or close it without modifying it), it stalls again and I get the “connecting” error again. And after a while, once the file is accessible once more, all my updates are deleted. Even the ones that that appeared to have been saved at first. So basically, the file is not able to update any changes, whatever I do.
Thanks for your input everyone!