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Troubleshooting

Usage issues​

Q: After I create and enter the portal, I can see an unknown user in the People module with the 'fake user' name. There is also some OnlyofficeHealthCheck service in the services list. What is this and do I need to do anything about it?

A: The user and the service are part of the upcoming Health Check functionality, which will be available for portals in future releases. It is not functional yet, so you can either leave it as it is or disable the OnlyofficeHealthCheck service and remove it from the list of services that start automatically.

Q: I need to back up my portal data. How can I do that?

A: First create a data backup manually by copying your data from the following directory:

  • /var/www/onlyoffice/Data

Then back up your SQL database using the following command:

mysqldump -h localhost -u [uname] -p[pass] [db_to_backup] > [backupfile.sql]

This SQL backup can be restored later using the command:

mysql -u [uname] -p[pass] [db_to_restore] < [backupfile.sql]

Q: I installed Community Server together with Control Panel and Docs, then uninstalled Docs and now Control Panel does not work.

A: You need to reset the connection paths to Docs and restart Community Server. Perform the following steps:

  1. Go to the /var/www/onlyoffice/WebStudio/ folder and open the web.appsettings.config file with a text editor.

    Clear the values of the following keys and save the changes.

    <add key="files.docservice.url.public" value="" />
    <add key="files.docservice.url.internal" value="" />
    <add key="files.docservice.url.portal" value="" />

  2. Reset the editor connection settings in the portal settings:

    Go to the http://127.0.0.1/Management.aspx?type=17 page and press the Reset button.

  3. Restart the ONLYOFFICE monoserve service:

    sudo service monoserve restart

Configuration issues​

Q: I installed ONLYOFFICE Workspace Enterprise, but all the captions on the portal are displayed wrong (unknown characters appear instead of my language). What is this and how can I fix it?

A: This can be the result of a wrong server localization encoding at the moment the MySQL database was installed. For the correct portal language display, it must be set to UTF-8. This can be done in two ways:

  • If you have not installed ONLYOFFICE Workspace Enterprise yet

    change the system encoding using the following commands:

    sudo locale-gen en_US en_US.UTF-8
    sudo dpkg-reconfigure locales
    sudo reboot

    Then install ONLYOFFICE Workspace Enterprise together with all of its prerequisites and components.

  • If you have already installed ONLYOFFICE Workspace Enterprise

    1. change the system encoding using the following commands:

      sudo locale-gen en_US en_US.UTF-8
      sudo dpkg-reconfigure locales
      sudo reboot

    2. update the language database so that it is displayed correctly:

      mysql -u root -p
      USE onlyoffice;
      SELECT textValue FROM res_data WHERE cultureTitle='ru' LIMIT 1;
      DELETE FROM res_data;
      source /var/www/onlyoffice/Sql/onlyoffice.resources.sql
      exit
      service monoserve restart

      You will need to replace 'ru' with your language name in cultureTitle.

Issues on CentOS​

Q: I cannot use full text search with ONLYOFFICE Workspace Enterprise under CentOS. How can I set it up?

A: The full text search is installed automatically when you run the configure.sh script.

Q: After installing ONLYOFFICE Workspace Enterprise on CentOS 7 minimal, I try to open it in a browser and get the following error: 502 Bad Gateway. How can I resolve this issue?

A: SELinux is enabled on Centos 7 minimal by default. This can be verified using the sestatus command. SELinux blocks NGINX access to the onlyoffice socket.

You can solve this issue in one of the following ways:

  1. Add exceptions for NGINX to SELinux.

    yum install -y policycoreutils-{python,devel}
    grep nginx /var/log/audit/audit.log | audit2allow -M nginx
    semodule -i nginx.pp

  2. Disable SELinux.

    1. Open the /etc/sysconfig/selinux file using any text editor.
    2. Set the SELINUX value to SELINUX=disabled and save the changes.
    3. Reboot your server for the changes to take effect.

Issues on Ubuntu​

Q: I cannot use full text search with ONLYOFFICE Workspace Enterprise under Ubuntu. How can I set it up?

A: To set up full text search in ONLYOFFICE Workspace Enterprise under Ubuntu, you will need to do the following:

  1. Install the latest version of sphinx. Click here to learn more about how to do that.

  2. Stop the sphinxsearch service using the following command:

    sudo service sphinxsearch stop

  3. Restart the onlyofficeIndex service:

    sudo service onlyofficeIndex restart

Automatic installation is not supported for Ubuntu due to the installation security restrictions.

Q: The Chat module does not work with port 5222. How can I change it to another port?

A: To change the port for the Chat module in ONLYOFFICE Workspace Enterprise under Ubuntu, you will need to do the following:

  1. Locate the /var/www/onlyoffice/Services/TeamLabSvc/TeamLabSvc.exe.Config file and open it using a text editor.

  2. In the bindPort string, change the value 5222 to another one:

    <property name="bindPort" value="5223" />

  3. Restart the onlyofficeJabber service:

    sudo service onlyofficeJabber restart