Unable to open document in private room

Questions/problems on Docker
artetta
Posts: 7
Joined: Mon Jul 19, 2021 8:44 am

Unable to open document in private room

Post by artetta » Mon Jul 19, 2021 8:50 am

Hello,
I have fresh Docker-based installation of Community + Document Servers.
all servers are updated to the latest version
Document server - 6.3.1.32
Commnunity server - 11.5.2.1542
Control pannel - 3.0.0.381
HTTPS enabled servers are available to each other by IP and by URL (ping from docker to docker).

I am uploading a file to a private room through a desktop application (Linux, Windows), but when I open it for editing, I am asked for a password. For the file, I have full access, it is not initially password protected.

Viktor
Posts: 26
Joined: Fri Jul 09, 2021 2:10 pm

Re: Unable to open document in private room

Post by Viktor » Tue Jul 20, 2021 11:34 am

Greetings!

Could you please specify the version of your desktop editor and provide us with a video example of you reproducing this issue step-by-step?

We are looking forward for your reply.

artetta
Posts: 7
Joined: Mon Jul 19, 2021 8:44 am

Re: Unable to open document in private room

Post by artetta » Wed Jul 21, 2021 8:41 am

Hello!

Thanks for the quick response. I am using desktop editor version 6.3.1.56. The video is available here - https://drive.google.com/file/d/1xXFsGN ... sp=sharing.

Viktor
Posts: 26
Joined: Fri Jul 09, 2021 2:10 pm

Re: Unable to open document in private room

Post by Viktor » Wed Jul 21, 2021 9:42 am

Please specify if the user account you use to connect to your portal through desktop editor was verified by an email check and previously used to log in to the portal itself. If not - please do that and try removing your portal from "Connect to cloud" tab in the desktop editor and then re-connecting it.

We are looking forward for your reply.

artetta
Posts: 7
Joined: Mon Jul 19, 2021 8:44 am

Re: Unable to open document in private room

Post by artetta » Wed Jul 21, 2021 10:35 am

Yes, the email was confirmed, the account was used for authorization on the portal. The situation is reproduced with all portal accounts, including administrator accounts.

Viktor
Posts: 26
Joined: Fri Jul 09, 2021 2:10 pm

Re: Unable to open document in private room

Post by Viktor » Wed Jul 21, 2021 3:18 pm

Please provide us with all the contents of
1. /var/log/onlyoffice/ folder (inside the Community Server container)
OR
1. /app/onlyoffice/CommunityServer/logs/ (mounted on the host server)

and all of the contents of
2. /var/log/onlyoffice (inside the Control Panel container)
OR
2. /app/onlyoffice/ControlPanel/logs/ (mounted on the host server)

Also - please specify if you are using LDAP to import your users.

We are looking forward for your reply.

artetta
Posts: 7
Joined: Mon Jul 19, 2021 8:44 am

Re: Unable to open document in private room

Post by artetta » Wed Jul 21, 2021 5:03 pm

An archive with logs is available here - https://drive.google.com/file/d/15Xe_4E ... sp=sharing
I have not used LDAP to import users.

Viktor
Posts: 26
Joined: Fri Jul 09, 2021 2:10 pm

Re: Unable to open document in private room

Post by Viktor » Thu Jul 22, 2021 10:55 am

Greetings!

Could you please specify if you can access files you create (instead of uploading) in private room, AND at which date did you try to upload and access the documents (there are a lot of errors in the provided logs).

We are looking forward for your reply.

artetta
Posts: 7
Joined: Mon Jul 19, 2021 8:44 am

Re: Unable to open document in private room

Post by artetta » Thu Jul 22, 2021 1:47 pm

Files created in the private room are also immediately encrypted with a password. I tried to upload the file, for example, 07/21/2021 at about 11:33 am, when I was shooting a video for the previous answer (the username was a.pen@labinsys.ru).

Viktor
Posts: 26
Joined: Fri Jul 09, 2021 2:10 pm

Re: Unable to open document in private room

Post by Viktor » Wed Jul 28, 2021 8:04 am

Greetings!

Could you please check the following:

1. Enter this directory on the machine with installed Desktop Editor:
C:\Users\User.Name\AppData\Local\ONLYOFFICE\DesktopEditors\data\sdkjs-plugins\cloud_crypto.xml (windows)
or
.local/share/onlyoffice/desktopeditors/sdkjs-plugins/cloud_crypto.xml (linux)
2. Find a key similar to this one and save it somewhere for further comparison:
<user>77d380c5-5aa7-4564-88a1-a59e7d2b6398</user>
3. Enter the database on the machine with your portal installed by using this command inside the MySQL container: mysql -uroot -pmy-secret-pw -D onlyoffice
If you changed the default username/password for database - you can find them in the file /var/www/onlyoffice/WebStudio/web.connections.config
4. Perform the following request (id from step 2):
SELECT id
FROM onlyoffice.account_links;
5. Check if the line with that id exists in your database and notify us about the results.

We are looking forward for your reply.

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