OnlyOffice keeps getting disabled by itself

[Blueberrybox]

Onlyoffice keeps getting disabled by Nextcloud by itself. The docker also stopped once and while. This has been happening for the last three weeks now. It is unclear why the app is disabled automatically.

Onlyoffice 's latest version is running on Nextcloud server 17.01. Onlyoffice was more stable in the previous Nextcloud version.

[alexanderonlyoffice]

@Blueberrybox, please specify some additional information about your environment:

1. OS of the server where ONLYOFFICE Document Server is installed;
2. Version of Docker service, execute docker -v
3. What installation guide you used to install the Document Server?
4. How did you perform the update of the Document Server, what command did you use?
5. Screenshots of the following command outputs: df -h and free -h
6. Execute docker logs [container_id] and check if there are any error entries. If there are errors, please send us the screenshot;
7. Check also the log files of the Document Server, they are in folder /app/onlyoffice/DocumentServer/logs/documentserver/.

[jpubb]

Same issue here. Onlyoffice app is randomly getting disabled. After enabling again, it works for 1-2 days before being automatically disabled again. See below for answers to environment questions....

@Blueberrybox, please specify some additional information about your environment:

1. OS of the server where ONLYOFFICE Document Server is installed;

Ubuntu 18.04.4 LTS

2. Version of Docker service, execute docker -v

N/A

3. What installation guide you used to install the Document Server?

Similar to this: https://www.linuxbabe.com/ubuntu/integrate-nextcloud-onlyoffice

(add repo to apt sources, install using apt)

4. How did you perform the update of the Document Server, what command did you use?

Did not update document server or nextcloud.

If we wanted to update, I suppose we would just update with apt? apt-get update, apt-get upgrade?

5. Screenshots of the following command outputs: df -h and free -h

https://ibb.co/bH0vnhh https://ibb.co/qy1smwZ

6. Execute docker logs [container_id] and check if there are any error entries. If there are errors, please send us the screenshot;

N/A

7. Check also the log files of the Document Server, they are in folder /app/onlyoffice/DocumentServer/logs/documentserver/.

N/A ... path does not exist in this environment. Our documentserver files exist under:

/var/www/onlyoffice/documentserver

I grep this directory recursively but do not see and dirs named 'logs'

[jpubb]

@LinneyS Just wanted to add another important clue here... the same also occurs for the Draw.io app (being disabled automatically at random)

Also FWIW, our environment is firewalled off. We open ports occassionally for manual updates, but this has never been an issue in terms of disabling functionality in the past.

[krakazyabra]

Today faced with same behavior, but noticed in nextcloud log

Nextcloud's error message

{
	"reqId": "l4EGH3MF89oVCHU9wOYf",
	"level": 3,
	"time": "2021-06-16T13:15:52+02:00",
	"remoteAddr": "10.113.24.78",
	"user": "--",
	"app": "base",
	"method": "GET",
	"url": "/metrics",
	"message": {
		"Exception": "ErrorException",
		"Message": "Failed to create(read) session ID: redis (path: tcp://prod-redis-ha-haproxy:6379)",
		"Code": 0,
		"Trace": [
			{
				"file": "/var/www/html/lib/private/Session/Internal.php",
				"line": 139,
				"function": "trapError",
				"class": "OC\\Session\\Internal",
				"type": "->",
				"args": [
					0,
					"Failed to create(read) session ID: redis (path: tcp://prod-redis-ha-haproxy:6379)"
				]
			},
			{
				"file": "/var/www/html/lib/private/Session/CryptoSessionData.php",
				"line": 161,
				"function": "regenerateId",
				"class": "OC\\Session\\Internal",
				"type": "->",
				"args": [
					true,
					false
				]
			},
			{
				"file": "/var/www/html/lib/private/Session/CryptoSessionData.php",
				"line": 90,
				"function": "regenerateId",
				"class": "OC\\Session\\CryptoSessionData",
				"type": "->",
				"args": [
					true,
					false
				]
			},
			{
				"file": "/var/www/html/lib/private/Session/CryptoSessionData.php",
				"line": 66,
				"function": "initializeSession",
				"class": "OC\\Session\\CryptoSessionData",
				"type": "->",
				"args": []
			},
			{
				"file": "/var/www/html/lib/private/Session/CryptoWrapper.php",
				"line": 117,
				"function": "__construct",
				"class": "OC\\Session\\CryptoSessionData",
				"type": "->",
				"args": [
					{
						"__class__": "OC\\Session\\Internal"
					},
					{
						"__class__": "OC\\Security\\Crypto"
					},
					"U6+CivlqcP4vPdzqWtJSuq6nFe41QfM3QsFRNu7D1FznU24qhMuScktKEvLzXEvXjUTBsyYzF2/gUDhCeTDX/0ieiMHq4ePclqTSf9/FF7gTl69ojAifAQlFM6i/vC+4"
				]
			},
			{
				"file": "/var/www/html/lib/base.php",
				"line": 432,
				"function": "wrapSession",
				"class": "OC\\Session\\CryptoWrapper",
				"type": "->",
				"args": [
					{
						"__class__": "OC\\Session\\Internal"
					}
				]
			},
			{
				"file": "/var/www/html/lib/base.php",
				"line": 649,
				"function": "initSession",
				"class": "OC",
				"type": "::",
				"args": []
			},
			{
				"file": "/var/www/html/lib/base.php",
				"line": 1093,
				"function": "init",
				"class": "OC",
				"type": "::",
				"args": []
			},
			{
				"file": "/var/www/html/index.php",
				"line": 35,
				"args": [
					"/var/www/html/lib/base.php"
				],
				"function": "require_once"
			}
		],
		"File": "/var/www/html/lib/private/Session/Internal.php",
		"Line": 185,
		"CustomMessage": "--"
	},
	"userAgent": "vm_promscrape",
	"version": "19.0.10.1"
}

Seems, redis went down, cheching haproxy (redis is behind it)

[WARNING] 166/110354 (7) : Server bk_redis_master/R0 is DOWN, reason: Layer7 timeout, info: " at step 2 of tcp-check (send)", check duration: 1000ms. 0 active and 0 backup servers left. 14 sessions active, 0 requeued, 0 remaining in queue.
[ALERT] 166/110354 (7) : backend 'bk_redis_master' has no server available!

One of 3 redis servers went away. Checking redis itself: nothing. But there is interesting thing in describe of pod:

Liveness probe failed: Get "http://10.113.24.150:9121/metrics": context deadline exceeded (Client.Timeout exceeded while awaiting headers)

Seems, this is not onlyoffice's issue, but for nextcloud

https://github.com/nextcloud/server/issues/27526