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<div class="section" id="appendix-c-troubleshooting">
<h1>Appendix C: Troubleshooting<a class="headerlink" href="#appendix-c-troubleshooting" title="Permalink to this headline">¶</a></h1>
<p>The following two general issues can result in failed synchronization:</p>
<ul class="simple">
<li>The server setup is incorrect.</li>
<li>The client contains a bug.</li>
</ul>
<p>When reporting bugs, it is helpful if you first determine what part of the
system is causing the issue.</p>
<div class="section" id="identifying-basic-functionality-problems">
<h2>Identifying Basic Functionality Problems<a class="headerlink" href="#identifying-basic-functionality-problems" title="Permalink to this headline">¶</a></h2>
<table class="docutils field-list" frame="void" rules="none">
<col class="field-name" />
<col class="field-body" />
<tbody valign="top">
<tr class="field-odd field"><th class="field-name" colspan="2">Performing a general Nextcloud Server test:</th></tr>
<tr class="field-odd field"><td> </td><td class="field-body"><p class="first">The first step in troubleshooting synchronization issues is to verify that
you can log on to the Nextcloud web application. To verify connectivity to the
Nextcloud server try logging in via your Web browser.</p>
<p>If you are not prompted for your username and password, or if a red warning
box appears on the page, your server setup requires modification. Please verify
that your server installation is working correctly.</p>
</td>
</tr>
<tr class="field-even field"><th class="field-name" colspan="2">Ensure the WebDAV API is working:</th></tr>
<tr class="field-even field"><td> </td><td class="field-body"><p class="first">If all desktop clients fail to connect to the Nextcloud Server, but access
using the Web interface functions properly, the problem is often a
misconfiguration of the WebDAV API.</p>
<p>The Nextcloud Client uses the built-in WebDAV access of the server content.
Verify that you can log on to Nextcloud’s WebDAV server. To verify connectivity
with the Nextcloud WebDAV server:</p>
<ul class="simple">
<li>Open a browser window and enter the address to the Nextcloud WebDAV server.</li>
</ul>
<p>For example, if your Nextcloud instance is installed at
<code class="docutils literal notranslate"><span class="pre">http://yourserver.com/nextcloud</span></code>, your WebDAV server address is
<code class="docutils literal notranslate"><span class="pre">http://yourserver.com/nextcloud/remote.php/webdav</span></code>.</p>
<p>If you are prompted for your username and password but, after providing the
correct credentials, authentication fails, please ensure that your
authentication backend is configured properly.</p>
</td>
</tr>
<tr class="field-odd field"><th class="field-name" colspan="2">Use a WebDAV command line tool to test:</th></tr>
<tr class="field-odd field"><td> </td><td class="field-body"><p class="first">A more sophisticated test method for troubleshooting synchronization issues
is to use a WebDAV command line client and log into the Nextcloud WebDAV server.
One such command line client – called <code class="docutils literal notranslate"><span class="pre">cadaver</span></code> – is available for Linux
distributions. You can use this application to further verify that the WebDAV
server is running properly using PROPFIND calls.</p>
<p class="last">As an example, after installing the <code class="docutils literal notranslate"><span class="pre">cadaver</span></code> app, you can issue the
<code class="docutils literal notranslate"><span class="pre">propget</span></code> command to obtain various properties pertaining to the current
directory and also verify WebDAV server connection.</p>
</td>
</tr>
</tbody>
</table>
</div>
<div class="section" id="csync-unknown-error">
<h2>“CSync unknown error”<a class="headerlink" href="#csync-unknown-error" title="Permalink to this headline">¶</a></h2>
<p>If you see this error message stop your client, delete the
<code class="docutils literal notranslate"><span class="pre">._sync_xxxxxxx.db</span></code> file, and then restart your client.
There is a hidden <code class="docutils literal notranslate"><span class="pre">._sync_xxxxxxx.db</span></code> file inside the folder of every account
configured on your client.</p>
<div class="admonition note">
<p class="first admonition-title">Note</p>
<p class="last">Please note that this will also erase some of your settings about which
files to download.</p>
</div>
<p>See <a class="reference external" href="https://github.com/owncloud/client/issues/5226">https://github.com/owncloud/client/issues/5226</a> for more discussion of this
issue.</p>
</div>
<div class="section" id="isolating-other-issues">
<h2>Isolating other issues<a class="headerlink" href="#isolating-other-issues" title="Permalink to this headline">¶</a></h2>
<p>Other issues can affect synchronization of your Nextcloud files:</p>
<ul>
<li><p class="first">If you find that the results of the synchronizations are unreliable, please
ensure that the folder to which you are synchronizing is not shared with
other synchronization applications.</p>
</li>
<li><p class="first">Synchronizing the same directory with Nextcloud and other synchronization
software such as Unison, rsync, Microsoft Windows Offline Folders, or other
cloud services such as Dropbox or Microsoft SkyDrive is not supported and
should not be attempted. In the worst case, it is possible that synchronizing
folders or files using Nextcloud and other synchronization software or
services can result in data loss.</p>
</li>
<li><p class="first">If you find that only specific files are not synchronized, the
synchronization protocol might be having an effect. Some files are
automatically ignored because they are system files, other files might be
ignored because their filename contains characters that are not supported on
certain file systems. For more information about ignored files, see
<a class="reference internal" href="architecture.html#ignored-files-label"><span class="std std-ref">Ignored Files</span></a>.</p>
</li>
<li><p class="first">If you are operating your own server, and use the local storage backend (the
default), make sure that Nextcloud has exclusive access to the directory.</p>
<div class="admonition warning">
<p class="first admonition-title">Warning</p>
<p class="last">The data directory on the server is exclusive to Nextcloud and must not be modified manually.</p>
</div>
</li>
<li><p class="first">If you are using a different file backend on the server, you can try to exclude a bug in the
backend by reverting to the built-in backend.</p>
</li>
<li><p class="first">If you are experiencing slow upload/download speed or similar performance issues
be aware that those could be caused by on-access virus scanning solutions, either
on the server (like the files_antivirus app) or the client.</p>
</li>
</ul>
</div>
<div class="section" id="log-files">
<h2>Log Files<a class="headerlink" href="#log-files" title="Permalink to this headline">¶</a></h2>
<p>Effectively debugging software requires as much relevant information as can be
obtained. To assist the Nextcloud support personnel, please try to provide as
many relevant logs as possible. Log output can help with tracking down
problems and, if you report a bug, log output can help to resolve an issue more
quickly.</p>
<div class="section" id="obtaining-the-client-log-file">
<h3>Obtaining the Client Log File<a class="headerlink" href="#obtaining-the-client-log-file" title="Permalink to this headline">¶</a></h3>
<p>To obtain the client log file:</p>
<ol class="arabic simple">
<li>Open the Nextcloud Desktop Client.</li>
<li>Press F12 on your keyboard.</li>
</ol>
<blockquote>
<div><p>The Log Output window opens.</p>
<img alt="_images/log_output_window.png" src="_images/log_output_window.png" />
</div></blockquote>
<ol class="arabic simple" start="3">
<li>Click the ‘Save’ button.</li>
</ol>
<blockquote>
<div><p>The Save Log File window opens.</p>
<img alt="_images/save_log_file.png" src="_images/save_log_file.png" />
</div></blockquote>
<ol class="arabic simple" start="4">
<li>Migrate to a location on your system where you want to save your log file.</li>
<li>Name the log file and click the ‘Save’ button.</li>
</ol>
<blockquote>
<div>The log file is saved in the location specified.</div></blockquote>
<p>Alternatively, you can launch the Nextcloud Log Output window using the
<code class="docutils literal notranslate"><span class="pre">--logwindow</span></code> command. After issuing this command, the Log Output window
opens to show the current log. You can then follow the same procedures
mentioned above to save the log to a file.</p>
<blockquote>
<div><div class="admonition note">
<p class="first admonition-title">Note</p>
<p>You can also open a log window for an already running session, by
restarting the client using the following command:</p>
<ul class="last simple">
<li>Windows: <code class="docutils literal notranslate"><span class="pre">C:\Program</span> <span class="pre">Files</span> <span class="pre">(x86)\Nextcloud\nextcloud.exe</span> <span class="pre">--logwindow</span></code></li>
<li>macOS: <code class="docutils literal notranslate"><span class="pre">/Applications/nextcloud.app/Contents/MacOS/nextcloud</span> <span class="pre">--logwindow</span></code></li>
<li>Linux: <code class="docutils literal notranslate"><span class="pre">nextcloud</span> <span class="pre">--logwindow</span></code></li>
</ul>
</div>
</div></blockquote>
</div>
<div class="section" id="saving-files-directly">
<h3>Saving Files Directly<a class="headerlink" href="#saving-files-directly" title="Permalink to this headline">¶</a></h3>
<p>The Nextcloud client enables you to save log files directly to a predefined file
or directory. This is a useful option for troubleshooting sporadic issues as
it enables you to log large amounts of data and bypasses the limited buffer
settings associated with the log window.</p>
<p>To save log files to a file or a directory:</p>
<ol class="arabic simple">
<li>To save to a file, start the client using the <code class="docutils literal notranslate"><span class="pre">--logfile</span> <span class="pre"><file></span></code> command,
where <code class="docutils literal notranslate"><span class="pre"><file></span></code> is the filename to which you want to save the file.</li>
<li>To save to a directory, start the client using the <code class="docutils literal notranslate"><span class="pre">--logdir</span> <span class="pre"><dir></span></code> command, where <code class="docutils literal notranslate"><span class="pre"><dir></span></code>
is an existing directory.</li>
</ol>
<p>When using the <code class="docutils literal notranslate"><span class="pre">--logdir</span></code> command, each sync run creates a new file. To limit
the amount of data that accumulates over time, you can specify the
<code class="docutils literal notranslate"><span class="pre">--logexpire</span> <span class="pre"><hours></span></code> command. When combined with the <code class="docutils literal notranslate"><span class="pre">--logdir</span></code> command,
the client automatically erases saved log data in the directory that is older
than the specified number of hours.</p>
<p>As an example, to define a test where you keep log data for two days, you can
issue the following command:</p>
<p><code class="docutils literal notranslate"><span class="pre">`</span>
<span class="pre">nextcloud</span> <span class="pre">--logdir</span> <span class="pre">/tmp/nextcloud_logs</span> <span class="pre">--logexpire</span> <span class="pre">48</span>
<span class="pre">`</span></code></p>
</div>
<div class="section" id="nextcloud-server-log-file">
<h3>Nextcloud server Log File<a class="headerlink" href="#nextcloud-server-log-file" title="Permalink to this headline">¶</a></h3>
<p>The Nextcloud server also maintains an Nextcloud specific log file. This log file
must be enabled through the Nextcloud Administration page. On that page, you can
adjust the log level. We recommend that when setting the log file level that
you set it to a verbose level like <code class="docutils literal notranslate"><span class="pre">Debug</span></code> or <code class="docutils literal notranslate"><span class="pre">Info</span></code>.</p>
<p>You can view the server log file using the web interface or you can open it
directly from the file system in the Nextcloud server data directory.</p>
<div class="admonition-todo admonition" id="index-0">
<p class="first admonition-title">Todo</p>
<p class="last">Need more information on this. How is the log file accessed?
Need to explore procedural steps in access and in saving this file … similar
to how the log file is managed for the client. Perhaps it is detailed in the
Admin Guide and a link should be provided from here. I will look into that
when I begin heavily editing the Admin Guide.</p>
</div>
</div>
<div class="section" id="webserver-log-files">
<h3>Webserver Log Files<a class="headerlink" href="#webserver-log-files" title="Permalink to this headline">¶</a></h3>
<p>It can be helpful to view your webserver’s error log file to isolate any
Nextcloud-related problems. For Apache on Linux, the error logs are typically
located in the <code class="docutils literal notranslate"><span class="pre">/var/log/apache2</span></code> directory. Some helpful files include the
following:</p>
<ul class="simple">
<li><code class="docutils literal notranslate"><span class="pre">error_log</span></code> – Maintains errors associated with PHP code.</li>
<li><code class="docutils literal notranslate"><span class="pre">access_log</span></code> – Typically records all requests handled by the server; very
useful as a debugging tool because the log line contains information specific
to each request and its result.</li>
</ul>
<p>You can find more information about Apache logging at
<code class="docutils literal notranslate"><span class="pre">http://httpd.apache.org/docs/current/logs.html</span></code>.</p>
</div>
</div>
<div class="section" id="core-dumps">
<h2>Core Dumps<a class="headerlink" href="#core-dumps" title="Permalink to this headline">¶</a></h2>
<p>On macOS and Linux systems, and in the unlikely event the client software
crashes, the client is able to write a core dump file. Obtaining a core dump
file can assist Nextcloud Customer Support tremendously in the debugging
process.</p>
<p>To enable the writing of core dump files, you must define the
<code class="docutils literal notranslate"><span class="pre">OWNCLOUD_CORE_DUMP</span></code> environment variable on the system.</p>
<p>For example:</p>
<p><code class="docutils literal notranslate"><span class="pre">`</span>
<span class="pre">OWNCLOUD_CORE_DUMP=1</span> <span class="pre">nextcloud</span>
<span class="pre">`</span></code></p>
<p>This command starts the client with core dumping enabled and saves the files in
the current working directory.</p>
<div class="admonition note">
<p class="first admonition-title">Note</p>
<p class="last">Core dump files can be fairly large. Before enabling core dumps on
your system, ensure that you have enough disk space to accommodate these files.
Also, due to their size, we strongly recommend that you properly compress any
core dump files prior to sending them to Nextcloud Customer Support.</p>
</div>
</div>
</div>
</div>
</div>
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<h3><a href="index.html">Table of Contents</a></h3>
<ul>
<li><a class="reference internal" href="#">Appendix C: Troubleshooting</a><ul>
<li><a class="reference internal" href="#identifying-basic-functionality-problems">Identifying Basic Functionality Problems</a></li>
<li><a class="reference internal" href="#csync-unknown-error">“CSync unknown error”</a></li>
<li><a class="reference internal" href="#isolating-other-issues">Isolating other issues</a></li>
<li><a class="reference internal" href="#log-files">Log Files</a><ul>
<li><a class="reference internal" href="#obtaining-the-client-log-file">Obtaining the Client Log File</a></li>
<li><a class="reference internal" href="#saving-files-directly">Saving Files Directly</a></li>
<li><a class="reference internal" href="#nextcloud-server-log-file">Nextcloud server Log File</a></li>
<li><a class="reference internal" href="#webserver-log-files">Webserver Log Files</a></li>
</ul>
</li>
<li><a class="reference internal" href="#core-dumps">Core Dumps</a></li>
</ul>
</li>
</ul>
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