==========================
Issues and Troubleshooting
==========================

If you have trouble installing, configuring or maintaining ownCloud, please 
refer to our community support channels:

* `The ownCloud Forums`_

.. note:: The ownCloud forums have a `FAQ page`_ where each topic corresponds 
   to typical mistakes or frequently occurring issues

* `The ownCloud User mailing list`_
*  The ownCloud IRC chat channel ``irc://#owncloud@freenode.net`` on 
   freenode.net, also accessible via `webchat`_

Please understand that all these channels essentially consist of users like you 
helping each other out. Consider helping others out where you can, to 
contribute 
back for the help you get. This is the only way to keep a community like 
ownCloud healthy and sustainable!

If you are using ownCloud in a business or otherwise large scale deployment, 
note that ownCloud Inc. offers the `Enterprise Edition`_ with commercial 
support options.

Bugs
----

If you think you have found a bug in ownCloud, please:

* Search for a solution (see the options above)
* Double-check your configuration

If you can't find a solution, please use our `bugtracker`_. You can generate a 
configuration report with the :ref:`occ config command <config_commands_label>`, 
with passwords automatically obscured.

.. _the ownCloud Forums: http://forum.owncloud.org
.. _FAQ page: https://forum.owncloud.org/viewforum.php?f=17
.. _the ownCloud User mailing list: 
   https://mailman.owncloud.org/mailman/listinfo/user
.. _webchat: http://webchat.freenode.net/?channels=owncloud
.. _Enterprise Edition: https://owncloud.com/lp/community-or-enterprise/
.. _bugtracker: 
   http://doc.owncloud.org/server/8.2/developer_manual/bugtracker/index.html
.. TODO ON RELEASE: Update version number above on release

General Troubleshooting
-----------------------

See :doc:`../installation/system_requirements` for supported platforms, and 
especially supported Web browsers.

Disable 3rdparty / non-shipped apps
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

It might be possible that 3rd party / non-shipped apps are causing various 
different issues. Always disable 3rd party apps before upgrades, and for 
troubleshooting. Please refer to the :ref:`apps_commands_label` on how
to disable an app from command line.

ownCloud Logfiles
^^^^^^^^^^^^^^^^^

In a standard ownCloud installation the log level is set to ``Normal``. To find 
any issues you need to raise the log level to ``All`` in your ``config.php`` 
file, or to **Everything** on your ownCloud Admin page. Please see 
:doc:`../configuration_server/logging_configuration` for more information on 
these log levels.

Some logging - for example JavaScript console logging - needs manually editing 
the configuration file. Edit :file:`config/config.php` and add 
``define('DEBUG', 
true);``::

    <?php
    define('DEBUG',true);
    $CONFIG = array (
        ... configuration goes here ...
    );

For JavaScript issues you will also need to view the javascript console. All 
major browsers have developer tools for viewing the console, and you 
usually access them by pressing F12. For Firefox we recommend to installing 
the `Firebug extension <https://getfirebug.com/>`_.

.. note:: The logfile of ownCloud is located in the data directory 
   ``owncloud/data/owncloud.log``.

.. _label-phpinfo:   
   
PHP Version and Information
^^^^^^^^^^^^^^^^^^^^^^^^^^^

You will need to know your PHP version and configurations. To do this, create a 
plain-text file named **phpinfo.php** and place it in your Web root, for 
example ``/var/www/html/phpinfo.php``. (Your Web root may be in a different 
location; your Linux distribution documentation will tell you where.) This file 
contains just this line::

 <?php phpinfo(); ?>

Open this file in a Web browser by pointing your browser to 
``localhost/phpinfo.php``:

.. figure:: ../images/phpinfo.png

Your PHP version is at the top, and the rest of the page contains abundant 
system information such as active modules, active `.ini` files, and much more. 
When you are finished reviewing your information you must delete 
``phpinfo.php``, or move it outside of your Web directory, because it is a 
security risk to expose such sensitive data.

Debugging Sync Issues
^^^^^^^^^^^^^^^^^^^^^

.. note:: The data directory on the server is exclusive to ownCloud and must 
   not be modified manually.

Disregarding this can lead to unwanted behaviours like:

* Problems with sync clients
* Undetected changes due to caching in the database

If you need to directly upload files from the same server please use a WebDAV 
command line client like ``cadaver`` to upload files to the WebDAV interface at:

  https://example.org/owncloud/remote.php/webdav

Common problems / error messages
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

Some common problems / error messages found in your logfiles as described above:

* ``SQLSTATE[HY000] [1040] Too many connections`` -> You need to increase the
  connection limit of your database, please refer to the manual of your database
  for more information.
* ``SQLSTATE[HY000]: General error: 5 database is locked`` -> You're using 
  ``SQLite``
  which can't handle a lot of parallel requests. Please consider converting to
  another database like described in 
  :doc:`../configuration_database/db_conversion`.
* ``SQLSTATE[HY000]: General error: 2006 MySQL server has gone away`` -> The 
  database request takes too long and therefore the MySQL server times out. Its 
  also possible that the server is dropping a packet that is too large. Please 
  refer to the manual of your database for how to raise the config options 
  ``wait_timeout`` and/or ``max_allowed_packet``.
* ``SQLSTATE[HY000] [2002] No such file or directory`` -> There is a problem
  accessing your SQLite database file in your data directory 
  (``data/owncloud.db``). Please check the permissions of this folder/file or 
  if it exists at all. If you're using MySQL please start your database.
* ``Connection closed / Operation cancelled`` -> This could be caused by wrong 
  ``KeepAlive`` settings within your Apache config. Make sure that 
  ``KeepAlive`` is set to ``On`` and  also try to raise the limits of 
  ``KeepAliveTimeout`` and  ``MaxKeepAliveRequests``.
* ``No basic authentication headers were found`` -> This error is shown in your
  ``data/owncloud.log`` file. Some Apache modules like ``mod_fastcgi``, ``mod_fcgid``
  or ``mod_proxy_fcgi`` are not passing the needed authentication headers to
  PHP and so the login to ownCloud via WebDAV, CalDAV and CardDAV clients is
  failing. Information on how to correctly configure your environment can be
  found at the `forums <https://forum.owncloud.org/viewtopic.php?f=17&t=30646>`_.

Troubleshooting Webserver and PHP problems
------------------------------------------

Logfiles
^^^^^^^^

When having issues the first step is to check the logfiles provided by PHP, the 
Webserver and ownCloud itself.

.. note:: In the following the paths to the logfiles of a default Debian 
   installation running Apache2 with mod_php is assumed. On other webservers, 
   Linux distros or operating systems they can differ.

* The logfile of Apache2 is located in ``/var/log/apache2/error.log``.
* The logfile of PHP can be configured in your ``/etc/php5/apache2/php.ini``. 
  You need to set the directive ``log_errors`` to ``On`` and choose the path
  to store the logfile in the ``error_log`` directive. After those changes you
  need to restart your Webserver.
* The logfile of ownCloud is located in the data directory 
  ``/var/www/owncloud/data/owncloud.log``.

Webserver and PHP modules
^^^^^^^^^^^^^^^^^^^^^^^^^

.. note:: Lighttpd is not supported with ownCloud, and some ownCloud features 
   may not work at all on Lighttpd.

There are some Webserver or PHP modules which are known to cause various 
problems like broken up-/downloads. The following shows a draft overview of 
these modules:

1. Apache

* mod_pagespeed
* mod_evasive
* mod_security
* mod_reqtimeout
* mod_deflate
* libapache2-mod-php5filter (use libapache2-mod-php5 instead)
* mod_spdy together with libapache2-mod-php5 / mod_php (use fcgi or php-fpm 
  instead)
* mod_dav
* mod_xsendfile / X-Sendfile (causing broken downloads if not configured 
  correctly)

2. NginX

* ngx_pagespeed
* HttpDavModule
* X-Sendfile (causing broken downloads if not configured correctly)

3. Mac OS X server

* mod_auth_apple
* com.apple.webapp.webdavsharing

4. PHP

* eAccelerator

Troubleshooting WebDAV
----------------------

ownCloud uses SabreDAV, and the SabreDAV documentation is comprehensive and 
helpful.

.. note: Lighttpd is not supported on ownCloud, and Lighttpd WebDAV does not 
   work with ownCloud.

See:

* `SabreDAV FAQ <http://sabre.io/dav/faq/>`_
* `Webservers <http://sabre.io/dav/webservers>`_ (Lists lighttpd as not 
  recommended)
* `Working with large files <http://sabre.io/dav/large-files/>`_ (Shows a PHP 
  bug in older SabreDAV versions and information for mod_security problems)
* `0 byte files <http://sabre.io/dav/0bytes>`_ (Reasons for empty files on the 
  server)
* `Clients <http://sabre.io/dav/clients/>`_ (A comprehensive list of WebDAV 
  clients, and possible problems with each one)
* `Finder, OS X's built-in WebDAV client 
  <http://sabre.io/dav/clients/finder/>`_ 
  (Describes problems with Finder on various webservers)

There is also a well maintained FAQ thread available at the `ownCloud Forums 
<https://forum.owncloud.org/viewtopic.php?f=17&t=7536>`_
which contains various additional information about WebDAV problems.

Troubleshooting Contacts & Calendar
-----------------------------------

.. _service-discovery-label:

Service discovery
^^^^^^^^^^^^^^^^^

Some clients - especially iOS - have problems finding the proper sync URL, even 
when explicitly configured to use it.

There are several techniques to remedy this, which are described extensively at 
the `Sabre DAV website <http://sabre.io/dav/service-discovery/>`_.

If your ownCloud instance is installed in a subfolder under the web server's 
document root and the client has difficulties finding the Cal- or CardDAV 
end-points, configure your web server to redirect from a "well-known" URL to 
the 
one used by ownCloud. When using the Apache web server this is easily achieved 
using a :file:`.htaccess` file in the document root of your site.

Say your instance is located in the ``owncloud`` folder, so the URL to it is 
``ADDRESS/owncloud``, create or edit the :file:`.htaccess` file and add the 
following lines::

    Redirect 301 /.well-known/carddav /owncloud/remote.php/carddav
    Redirect 301 /.well-known/caldav /owncloud/remote.php/caldav

Now change the URL in the client settings to just use ``ADDRESS`` instead of 
e.g. ``ADDRESS/remote.php/carddav/principals/username``.

This problem is being discussed in the `forum 
<http://forum.owncloud.org/viewtopic.php?f=3&t=71&p=2211#p2197>`_.

Unable to update Contacts or Events
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

If you get an error like ``PATCH https://ADDRESS/some_url HTTP/1.0 501 Not 
Implemented`` it is likely caused by one of the following reasons:

Using Pound reverse-proxy/load balancer
  As of writing this Pound doesn't support the HTTP/1.1 verb.
  Pound is easily `patched 
  <http://www.apsis.ch/pound/pound_list/archive/2013/2013-08/1377264673000>`_ 
  to support HTTP/1.1.

Other issues
------------

Some services like *Cloudflare* can cause issues by minimizing JavaScript
and loading it only when needed. When having issues like a not working
login button or creating new users make sure to disable such services
first.
