Troubleshooting for ONLYOFFICE Docs on Docker

Before contacting support: collecting diagnostic information

If you are experiencing an issue that is not covered below, gather the following information before contacting ONLYOFFICE support:

Container logs:
```
sudo docker logs <CONTAINER_ID>
```

Container version:

sudo docker inspect --format='{{.Config.Image}}' <CONTAINER_ID>

List of mounted volumes:

sudo docker inspect --format='{{range .Mounts}}{{.Source}} -> {{.Destination}}{{"\n"}}{{end}}' <CONTAINER_ID>

Host OS and Docker version:
```
uname -a && docker --version
```

Installation and system requirements

Q:I want to install the Docker-based server onto my local server. How can I do that?

A:The latest Docker-based online office server is available at Docker hub. Please select ONLYOFFICE Docs and follow the installation instructions.

Q:What system do I need to have to install the server solution and successfully use it?

A:The system requirements are:

CPU: dual core 2 GHz or better
RAM: 4 GB or more
HDD: at least 20 GB of free space
SWAP: at least 4 GB, but depends on the host OS. More is better
OS: amd64/arm64 any version supported by Docker team

Networking and DNS

Q:I installed one of the server versions using the Docker service, but I have some issues related to the DNS server or own name resolution. What can be wrong?

A:Docker specifies Google DNS servers by default, and the server tries to contact them every time it makes some network requests. If your ONLYOFFICE Docs is not going to have access to the Internet, we recommend that you change the default Docker DNS address to the address of your local DNS server. To do that, go to the /etc/default/docker file and change the IP address in the following line to the IP address of a DNS server in your local network:

docker_OPTS="--dns 8.8.8.8"

For the RPM based operating systems like CentOS, the configuration file can be located here: /etc/docker/daemon.json

Q:The document editors open and the interface appears, but the document itself does not load, continually showing loading progress. What can I do?

A:The reason might be that the computer must be able to address itself using the Internet loopback access, i.e., it must be accessible from outside for itself. To enable that, edit the iptables to have the redirects like this:

iptables -t nat -A PREROUTING -d <public_ip> -j DNAT --to-destination <local_ip>
iptables -t nat -A POSTROUTING -s <local_ip> -j SNAT --to-source <public_ip>

Do not forget to substitute the public_ip and the local_ip addresses with the real IP addresses.

Authentication and security

Q:JWT authentication fails after integrating ONLYOFFICE Docs with my platform. How do I fix this?

A:Verify that the JWT secret configured in ONLYOFFICE Docs matches exactly the secret configured in your platform's connector settings. Also check that the JWT header name matches (default is "Authorization"). Common mistakes:

Leading or trailing spaces in the secret value.

Using the default random secret instead of setting a custom one. Check your secret with:

sudo docker exec <CONTAINER_ID> /var/www/onlyoffice/documentserver/npm/json -f /etc/onlyoffice/documentserver/local.json services.CoAuthoring.secret.session.string

Performance and resource usage

Q:ONLYOFFICE Docs uses a lot of memory. Is this normal?

A:Memory usage scales with the number of open documents and concurrent users. For a server with a few dozen active users, 2–4 GB of RAM usage is normal. If memory usage is unexpectedly high, check for stuck or forgotten documents in /var/lib/onlyoffice/documentserver/App_Data/cache/files/forgotten/.

Q:The container keeps restarting. What should I do?

A:Check the container logs for the specific error:

sudo docker logs <CONTAINER_ID>

Common causes include:

Insufficient memory (the container requires at least 4 GB RAM).
Port 80 is already in use by another application. Either stop the other application or change the ONLYOFFICE Docs port.
Database initialization failure. If you are using an external database, verify that the connection parameters are correct.

Document handling

Q:Document conversion fails (e.g., opening DOC, XLS, or PPT files shows an error). What can I do?

A:Check the converter log for errors by running the following command:

sudo docker exec <CONTAINER_ID> cat /var/log/onlyoffice/documentserver/converter/out.log

Common causes include insufficient disk space and missing fonts.

Q:Data loss has occurred when stopping ONLYOFFICE Docs. How to prevent data loss?

A:Due to the operational characteristic, ONLYOFFICE Docs saves a document only after the document has been closed by all the users who edited it. To avoid data loss, you must forcefully disconnect the ONLYOFFICE Docs users when you need to stop ONLYOFFICE Docs in cases of the application update, server reboot etc. To do that, execute the following script on the server where ONLYOFFICE Docs is installed:

sudo docker exec <CONTAINER> documentserver-prepare4shutdown.sh

Executing the script may take a long time (up to 5 minutes) as it waits for all users to disconnect.

Cache and customization

Q:I added a custom interface theme or updated my editor language files (corrected some translations) but the server still shows the previous values instead of the correct ones. How can I reset the cache for all the users at the same time?

A:Forcefully clear the cache by running the following command:

sudo docker exec <CONTAINER_ID> documentserver-flush-cache.sh

The cache should be reset for all the server users.

Please note that for the Docker installation, all the actions must be performed within the container.

Enterprise and Developer Edition issues

Q:I see a "License expired" warning. What should I do?

A:Your license.lic file has expired. Contact sales@onlyoffice.com to renew your license. After receiving the new file, replace the old license.lic file in the data directory and restart ONLYOFFICE Docs.

Q:I cannot access the Admin Panel. What should I do?

A:If you have not set up the Admin Panel yet, follow the Admin Panel setup guide. If you have forgotten your admin password, delete the passwordHash entry from runtime.json and restart — a new bootstrap code will be generated.