Some documents cannot be opened

[thomas-stein-sys11]

Describe the bug

We have a masterkey encrypted setup and the admn shares folders to employees. Collabora runs as docker container.
Currently some documents cannot be openend while others can completely fine. The ones who cannot be openend could be downloaded and edited just fine. So the files itself cannot be broken.

To Reproduce
Steps to reproduce the behavior:

1. Open a document
2. Error message occurs: failed to read document from storage

Expected behavior
Document opens in Collabora App.

Client details:

• OS: Linux
• Browser Firefox
• Version 83
• Device: Desktop

Server details

Operating system: Linux

Web server: Apache

Database: Mysql

PHP version: 7.4

Nextcloud version: 20.0.2

Version of the richdocuments app 3.7.9

Version of Collabora Online 6.4

#### Nextcloud log (data/nextcloud.log) ``` {"reqId":"rq8TLFyl3au8MunhAgsj","level":3,"time":"2020-11-20T10:22:20+01:00","remoteAddr":"xxx.xxx.xxx.xxx","user":"--","app":"richdocuments","method":"GET","url":"/index.php/apps/richdocuments/wopi/files/1916145_ocdvz2pbdg6j/contents?access_token=EWUdEr6zZgR1tPq8oARreCbC44hmu6bj&access_token_ttl=0","message":{"Exception":"OCP\\Files\\NotPermittedException","Message":"","Code":0,"Trace":[{"file":"/var/www/filecloud.domain.net/htdocs/apps/richdocuments/lib/Controller/WopiController.php","line":364,"function":"fopen","class":"OC\\Files\\Node\\File","type":"->","args":["rb"]},{"file":"/var/www/filecloud.domain.net/htdocs/lib/private/AppFramework/Http/Dispatcher.php","line":169,"function":"getFile","class":"OCA\\Richdocuments\\Controller\\WopiController","type":"->","args":["1916145","EWUdEr6zZgR1tPq8oARreCbC44hmu6bj"]},{"file":"/var/www/filecloud.domain.net/htdocs/lib/private/AppFramework/Http/Dispatcher.php","line":100,"function":"executeController","class":"OC\\AppFramework\\Http\\Dispatcher","type":"->","args":[{"__class__":"OCA\\Richdocuments\\Controller\\WopiController"},"getFile"]},{"file":"/var/www/filecloud.domain.net/htdocs/lib/private/AppFramework/App.php","line":152,"function":"dispatch","class":"OC\\AppFramework\\Http\\Dispatcher","type":"->","args":[{"__class__":"OCA\\Richdocuments\\Controller\\WopiController"},"getFile"]},{"file":"/var/www/filecloud.domain.net/htdocs/lib/private/Route/Router.php","line":308,"function":"main","class":"OC\\AppFramework\\App","type":"::","args":["OCA\\Richdocuments\\Controller\\WopiController","getFile",{"__class__":"OC\\AppFramework\\DependencyInjection\\DIContainer"},{"action":null,"fileId":"1916145_ocdvz2pbdg6j","_route":"richdocuments.wopi.getFile"}]},{"file":"/var/www/filecloud.domain.net/htdocs/lib/base.php","line":1008,"function":"match","class":"OC\\Route\\Router","type":"->","args":["/apps/richdocuments/wopi/files/1916145_ocdvz2pbdg6j/contents"]},{"file":"/var/www/filecloud.domain.net/htdocs/index.php","line":37,"function":"handleRequest","class":"OC","type":"::","args":[]}],"File":"/var/www/filecloud.domain.net/htdocs/lib/private/Files/Node/File.php","Line":119,"CustomMessage":"getFile failed"},"userAgent":"LOOLWSD WOPI Agent 6.4.0","version":"20.0.2.2"} ```

docker log

wsd-00006-01731 2020-11-20 09:22:20.549924 [ docbroker_02a ] ERR  WOPI::GetFile failed with 403 []| wsd/Storage.cpp:926
wsd-00006-01731 2020-11-20 09:22:20.550285 [ docbroker_02a ] ERR  loading document exception: WOPI::GetFile failed: []| wsd/DocumentBroker.cpp:1426
wsd-00006-01731 2020-11-20 09:22:20.550319 [ docbroker_02a ] ERR  Failed to add session to [/index.php/apps/richdocuments/wopi/files/1916145_ocdvz2pbdg6j] with URI [https://filecloud.domain.net/index.php/apps/richdocuments/wopi/files/1916145_ocdvz2pbdg6j?access_token=EWUdEr6zZgR1tPq8oARreCbC44hmu6bj&access_token_ttl=0]: WOPI::GetFile failed: []| wsd/DocumentBroker.cpp:1388
wsd-00006-01731 2020-11-20 09:22:20.550408 [ docbroker_02a ] ERR  No DocBroker found, or DocBroker marked to be destroyed. Terminating session ToClient-2e660| wsd/ClientSession.cpp:331
wsd-00006-01731 2020-11-20 09:22:20.550428 [ docbroker_02a ] ERR  No DocBroker found, or DocBroker marked to be destroyed. Terminating session ToClient-2e660| wsd/ClientSession.cpp:331
wsd-00006-01731 2020-11-20 09:22:20.610181 [ docbroker_02a ] ERR  Invalid or unknown session [2e660] to remove.| wsd/DocumentBroker.cpp:1464
wsd-00006-00024 2020-11-20 09:22:22.550806 [ prisoner_poll ] WRN  Prisoner connection disconnected but without valid socket.| wsd/LOOLWSD.cpp:2072
sh: 1: /usr/bin/loolmount: Operation not permitted
frk-00025-00025 2020-11-20 09:22:22.910809 [ forkit ] ERR  Failed to unmount [/opt/lool/child-roots/e7YjjAS4A8awhxZ9/tmp].| common/JailUtil.cpp:68
sh: 1: /usr/bin/loolmount: Operation not permitted
frk-00025-00025 2020-11-20 09:22:22.946804 [ forkit ] ERR  Failed to unmount [/opt/lool/child-roots/e7YjjAS4A8awhxZ9/lo].| common/JailUtil.cpp:68
sh: 1: /usr/bin/loolmount: Operation not permitted
frk-00025-00025 2020-11-20 09:22:22.971897 [ forkit ] ERR  Failed to unmount [/opt/lool/child-roots/e7YjjAS4A8awhxZ9].| common/JailUtil.cpp:68

[RTrave]

Same append here, with no error log, as 2 of the Nextcloud servers i maintain have updated to 20.2 from 19.5.
On an other, left in 19.5, same collabora server, everything works fine.
On the 20.2, some files in cloud-data don't open, and even all documents on external storages have troubles:

• connection lost,
• can't open file on storage,
• when succeed, try to put a comment: text is not saved, nor user, nor date (the comment only show 00:00:00).

v20 update was a bug, as the product branch is always v19 (nextcloud/server#24349), and the problem can come from unfixed server parts (even if everythings seems fine but richdocument).

thanks for your great work.

Operating system: Linux Debian 10

Web server: Apache

Database: MariaDB

PHP version: 7.4

Nextcloud version: 20.0.2

Version of the richdocuments app 3.7.9

Version of Collabora Online 6.4 (debian packages)

[RTrave]

in my case, in both instances, 3.7.11 fixes the problem.

[thomas-stein-sys11]

The update does not fix my problem. It's still the same for me. :(

[juliusknorr]

Can you somehow narrow down which files are working and with are not? Are the files shared or reshared? Are they on external storage? Is opening just not working for one specific user?

[F150XLT]

I have the same problem. It happens only to document files inside of folders that have restrictions using Flow (File access controls).

[thomas-stein-sys11]

We fixed the problem by down- and uploading them again. The files may have been broken by moving it.

[joshtrichards]

@F150XLT Your issue is different. See #1168.