Error while downloading the document file to be converted

Issues during installation, usage and configuring
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QLY
Posts: 5
Joined: Mon Oct 21, 2019 2:33 pm

Error while downloading the document file to be converted

Post by QLY » Mon Oct 21, 2019 2:43 pm

Hello,

I'm running an Owncloud Server and I decided to install Only Office.
So I created a fresh Ubuntu installation, and installed Only Office.
But when I try to add the Only Office server to Owncloud I have this message : Error while downloading the document file to be converted.

From the Owncloud server, (Ubuntu 18.04) i've tested these commands :
curl https://onlyoffice.mydomain.fr
-> No problem

wget https://onlyoffice.mydomain.fr
-> No problem

From the Only Office server :
curl https://owncloud.mydomain.fr
-> No problem

wget https://owncloud.mydomain.fr
-> No problem

I don't know what can cause this issue, I've checked every topic on internet.
Also, I tried "Connect to demo ONLYOFFICE Document Server", and I have the same issue ...

Can you please help ?
Thanks for you help.

Andrew
Posts: 101
Joined: Mon Apr 01, 2019 1:09 pm

Re: Error while downloading the document file to be converted

Post by Andrew » Tue Oct 22, 2019 10:00 am

Hello QLY,

Do you use separate machines for Owncloud and ONLYOFFICE Document Server installation?
Do you use CA-signed SSL certificates on both sides? Please specify your domains to check if certificates valid and https can work as expected.
Do you use docker or deb package installation type for Document Server? Please specify guide link which you use for installation.

QLY
Posts: 5
Joined: Mon Oct 21, 2019 2:33 pm

Re: Error while downloading the document file to be converted

Post by QLY » Wed Oct 23, 2019 8:35 am

Hello Andrew,

Thanks for answering.
Do you use separate machines for Owncloud and ONLYOFFICE Document Server installation?
-> Yes

Do you use CA-signed SSL certificates on both sides? Please specify your domains to check if certificates valid and https can work as expected.
-> Yes (I don't want my domain to be public, can I send it to you somehow ?)

Do you use docker or deb package installation type for Document Server? Please specify guide link which you use for installation.
-> I followed this doc (https://helpcenter.onlyoffice.com/serve ... ation.aspx)
Using the deb package.

Andrew
Posts: 101
Joined: Mon Apr 01, 2019 1:09 pm

Re: Error while downloading the document file to be converted

Post by Andrew » Wed Oct 23, 2019 10:53 am

QLY,

Do you use Ubuntu 18.04 LTS for Document Server installation or other OS?
Please specify Document Servers version installed.
Can you open https://onlyoffice.mydomain.fr and https://onlyoffice.mydomain.fr/healthcheck in browser and send us screenshots?
Do you have proxy/firewall in your configuration?

I need to request screenshots, Document Server logs and other information which will contain domain and other personal info. I am afraid we can't provide you solution outside of this forum. If you need personal support you can contact our sales department at sales@onlyoffice.com to purchase our product or one time support incident help.

QLY
Posts: 5
Joined: Mon Oct 21, 2019 2:33 pm

Re: Error while downloading the document file to be converted

Post by QLY » Thu Oct 24, 2019 7:12 am

Hello Andrew,

It's running on Ubuntu 18.04 LTS.

See the screenshots attached.

Yes both machines are behind a firewall, and only https (443) is opened for incoming traffic.
Outcoming is "any" "any"
Is there specifics ports that need to be opened ?

Also, after a restart of the Owncloud machine, it successfully connect to the demo "Onlyoffice" server, but still not to my personnal OO server.

Thanks for your help
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Andrew
Posts: 101
Joined: Mon Apr 01, 2019 1:09 pm

Re: Error while downloading the document file to be converted

Post by Andrew » Thu Oct 24, 2019 7:40 am

Please try to open 80 port as well and if you use JWT make sure you use same secret on both sides. Information about all used ports could be found here. On Document Server machine JWT settings are in /etc/onlyoffice/documentserver/local.json.

QLY
Posts: 5
Joined: Mon Oct 21, 2019 2:33 pm

Re: Error while downloading the document file to be converted

Post by QLY » Thu Oct 24, 2019 1:32 pm

After changing Jwt header and secret, I can successfully add the document server to Owncloud
But now I have this error when creating a new file. (see attached)

I mentioned that there was a firewall, but I added an entry in host file of both server so they should run locally without restrictions.
Firewall is only for incoming traffic from internet
Attachments
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QLY
Posts: 5
Joined: Mon Oct 21, 2019 2:33 pm

Re: Error while downloading the document file to be converted

Post by QLY » Thu Oct 24, 2019 3:06 pm

Everything is solved now,
I had to change X-Frame settings (it was on deny)

Thanks for your help

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