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FileCloud not working or down

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Please run the following tests if FileCloud becomes inaccessible or unresponsive.

a) can't reach this page / ERR_CONNECTION_TIMED_OUT 

error connection timeout

-> Please continue with Step 1.


b) This page isn’t working right now / HTTP ERROR 500 


-> Please continue with Step 2.


Step 1. Verify if you can access FileCloud on the server 


  • Connect to the server using remote desktop.
check access in Browser: 
check access in PowerShell: 
PS C:\> $response = Invoke-WebRequest
PS C:\> $response
StatusCode        : 200
StatusDescription : OK
output truncated ....
PS C:\>
StatusCode 200 means the server response is ok.


  • Connect to the server and run this command:
wget --quiet --no-check-certificate --output-document=- | grep --only-matching FileCloud
FileCloud      # <- you should get a output similar to this if FileCloud is accessible on the server

If FileCloud is reachable on the server but not from your company network, please check your network setup (DNS, routing, load-balancer, proxy, firewall ..).


Step 2. Check if all services are running 


The 'Web Server' and 'Database' services are the most important services and are absolutely necessary for operation.

In the FileCloud Control Panel you can check the status of services or restart services.


Please check the following if one of the services does not start to get more information:


Please run these commands to see errors when starting Apache:

cd C:\xampp\apache\bin

If Apache does not start, you can check if the port is already used:


You can check for more details in the MongoDB log: C:\xampp\mongodb\bin\log\mongodb.log



The 'Web Server' and 'Database' services are the most important services and are absolutely necessary for operation.

These commands can be used in Ubuntu to check if the services are started:

service status apache2
service status mongod
check if log file / folder is writable by apache user 
ls -ld /var/www/scratch/logs/ /var/www/scratch/logs/*.txt
# example output
drwxr-xr-x 5 www-data www-data   4096 Feb 14 06:00 /var/www/scratch/logs/
-rw-r--r-- 1 www-data www-data 225078 Jan 17 05:59 /var/www/scratch/logs/log_2023-01-16.txt
In this example, the Apache user has write access to the directory and files.

Step 3. Check Database access 

Please check if you can connect to the database on the FileCloud server:

# on windows, please change to C:\xampp\mongodb\bin
MongoDB shell version v4.2.20
connecting to: mongodb://
Implicit session: session { "id" : UUID("5ada9628-0382-4757-9f97-499e0d988d1e") }
MongoDB server version: 4.2.20
Step 4. Contact FileCloud support 

If you get stuck with the above steps, please contact FileCloud Support and include screenshots and logs.

These logs are helpful for troubleshooting:

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