FileCloud not working or down

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

a) can't reach this page / ERR_CONNECTION_TIMED_OUT 

-> 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 

WINDOWS 

• Connect to the server using remote desktop.

check access in Browser: 

• Open http://127.0.0.1 in a local browser on FileCloud server.

check access in PowerShell: 

PS C:\> $response = Invoke-WebRequest https://ccr60.ddns.net
PS C:\> $response
StatusCode        : 200
StatusDescription : OK
----
output truncated ....
----
PS C:\>

LINUX 

• Connect to the server and run this command:

wget --quiet --no-check-certificate --output-document=- 127.0.0.1 | grep --only-matching FileCloud
FileCloud      # <- you should get a output similar to this if FileCloud is accessible on the server
FileCloud
FileCloud
FileCloud
FileCloud

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 

WINDOWS 

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.

https://www.filecloud.com/supportdocs/fcdoc/2v/server/filecloud-administrator-guide/installing-filecloud-server/installation/direct-installation/you-can-use-the-installation-video-tutorial-to-fully-install-filecloud-server-on-windows/configuring-servers-with-the-filecloud-control-panel

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

Apache 

Please run these commands to see errors when starting Apache:

cd C:\xampp\apache\bin
httpd.exe

If Apache does not start, you can check if the port is already used: https://www.filecloud.com/supportdocs/fcdoc/latest/server/filecloud-administrator-guide/filecloud-troubleshooting/filecloud-not-starting-on-windows

Mongodb 

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

LINUX 

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

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
mongo
MongoDB shell version v4.2.20
connecting to: mongodb://127.0.0.1:27017/?compressors=disabled&gssapiServiceName=mongodb
Implicit session: session { "id" : UUID("5ada9628-0382-4757-9f97-499e0d988d1e") }
MongoDB server version: 4.2.20

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

These logs are helpful for troubleshooting:

https://help.filecloud.com/support/en/knowledgebase/article/filecloud-log-collector