Troubleshooting on Windows. ONLYOFFICE Docs

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:

%ProgramFiles%\ONLYOFFICE\DocumentServer\bin\documentserver-prepare4shutdown.bat

Q:ONLYOFFICE Docs services fail to start. What should I do?

A:Open the Services panel (services.msc) and check the status of ds-docservice and ds-converter. If either service has stopped, try starting it manually. Common causes include:

• Insufficient memory (at least 4 GB RAM is recommended).
• Port 80 is already in use by another application. Either stop the other application or reinstall ONLYOFFICE Docs using a different port:

  onlyoffice-documentserver.exe /DS_PORT=<PORT_NUMBER>

• Check the logs at %ProgramFiles%\ONLYOFFICE\DocumentServer\Log\ for more specific error messages.

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"). To check your current secret, open the following file in a text editor:

%ProgramFiles%\ONLYOFFICE\DocumentServer\config\local.json

Look for the value at services.CoAuthoring.secret.session.string. Common mistakes:

• Leading or trailing spaces in the secret value.
• Using the default random secret instead of setting a custom one.

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:

%ProgramFiles%\ONLYOFFICE\DocumentServer\Log\

Common causes include insufficient disk space and missing fonts.

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:

%ProgramData%\ONLYOFFICE\DocumentServer\App_Data\cache\files\forgotten\

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.