Nextcloud Office fails to load document when Push service hangs

[vasyugan]

Describe the bug I think that it is since the upgrade to NC 25, that Nextcloud Office very often fails to load. I am running Nextcloud Office/Collabora in a docker container. Sometimes, it works after I have tried to load the document ten times, switched to another tab and switched back.

This happens only on Firefox, not Chrome.

To Reproduce Steps to reproduce the behavior:

1. Install NC office in docker
2. Load a document

Expected behavior Document should load in Nextcloud office

Screenshots

Client details:

• OS: Debian GNU/Linux
• Browser Firefox
• Version 108
• Device: Laptop

Server details

Operating system: Ubuntu 20.04

Web server: Nginx

Database: Mariadb

PHP version: 7.4-fpm

Nextcloud version:

25.1

Version of the richdocuments app 7.0.2

Version of Collabora Online 22.05.9.2

Logs

Docker container log:

wsd-00001-00039 2022-12-28 15:35:47.840773 +0000 [ prisoner_poll ] WRN  An unassociated Kit disconnected.| wsd/COOLWSD.cpp:3290                       Forced Exit with code: 0                                                                                                                              
kit-01875-00040 2022-12-28 15:35:49.173175 +0000 [ kitbroker_03d ] FTL  Forced Exit with code: 0| common/Util.cpp:1117                                
wsd-00001-01889 2022-12-28 15:35:49.187728 +0000 [ docbroker_03d ] WRN  DocBroker [/opt/cool/child-roots/tmp/incoming/cool-EIot6X0tftPgz9E4/callbackwr
apper:] got disconnected from its Kit (1875). Closing.| wsd/COOLWSD.cpp:3283                                                                          
wsd-00001-00039 2022-12-28 15:35:49.188062 +0000 [ prisoner_poll ] WRN  Prisoner connection disconnected but without valid socket.| wsd/COOLWSD.cpp:3275                                                                                                                                                    
wsd-00001-00039 2022-12-28 15:35:49.188116 +0000 [ prisoner_poll ] WRN  An unassociated Kit disconnected.| wsd/COOLWSD.cpp:3290                       wsd-00001-00039 2022-12-29 06:23:05.423821 +0000 [ prisoner_poll ] WRN  Attempted ping on non-upgraded websocket! #28| net/WebSocketHandler.hpp:573   
Forced Exit with code: 0                                                                                                                              
kit-01890-00040 2022-12-29 06:23:08.026838 +0000 [ kitbroker_03e ] FTL  Forced Exit with code: 0| common/Util.cpp:1117                                
wsd-00001-01916 2022-12-29 06:23:08.041508 +0000 [ docbroker_03e ] WRN  DocBroker [/opt/cool/child-roots/tmp/incoming/cool-tgxmrFE9snmlGAWr/callbackwr
apper:] got disconnected from its Kit (1890). Closing.| wsd/COOLWSD.cpp:3283                                                                          
wsd-00001-00039 2022-12-29 06:23:08.042515 +0000 [ prisoner_poll ] WRN  Prisoner connection disconnected but without valid socket.|

Nextcloud log (data/nextcloud.log)

Insert your Nextcloud log here

Browser log

Insert your browser log here, this could for example include:

FAILED [richdocuments-viewer.js:2:1068919](https://cloud.*****/apps/richdocuments/js/richdocuments-viewer.js?v=c33922c9-139)
    loadingTimeout https://cloud.******/apps/richdocuments/js/richdocuments-viewer.js?v=c33922c9-139:2

[vasyugan]

after restarting the push notification service, it seems to work again.

[Dinsmoor]

@vasyugan What do you mean by restarting the push notification service? I am having the same issue at this time, but I am on a normal installation on hardware.

[yamanq]

after restarting the push notification service, it seems to work again.

I had the same issue and this worked for me. @Dinsmoor In my case, the push notification service in systemd had failed and I had to restart it. To prevent this from happening again, I modified the service to restart on failure.

I still think this is a valid issue since it only occurs in Firefox. In Firefox, opening the document would initially show the error above, but leaving the window open for several minutes would result in the document loading.

[vasyugan]

@vasyugan What do you mean by restarting the push notification service? I am having the same issue at this time, but I am on a normal installation on hardware.

See here. If you haven't set up this service, it most likely does not concern you.

[juliusknorr]

It would be interesting to get the output of the browser network console expecially failed requests for this case. I haven't been able to reproduce this. Maybe you can even share an XHR export from that?

[yamanq]

I reproduced the issue by stopping the notify_push systemctl service. Here is the console output immediately after clicking to open a document. White blackout indicates Nextcloud URL and red blackout indicates random ID. The messages at the bottom appear when the document loads some time after the timeout.

Both browsers periodically show failed requests to wss://[NEXTCLOUD DOMAIN]/push/ws

Network requests: