Documents (docx) are not saved in Desktop editor

Desktop editors
1

OS version: win 11 Pro 25H2
App version: 9.3.1.8 (x64 exe) as of today
Downloaded from: ONLYOFFICE website
Additional information:
I found many docx files that were not saved.

I added many pages of things to documents, clicked Save. At the bottom It says “All saved” and the save button is inactive (greyscale). After days, weeks I reopen these files and it turned out that nothing was saved. The folder where I saved these documents are on my computer and backed up to the cloud (Infomaniak - kDrive).

I checked the threads in this forum, unfortunately there’s nothing in the Recovered folder.

  1. Why does this happen? How should I click the Save button to be sure that the work is saved?
  2. How can I recover these works?
    Thanks in advance.
2

G’day @ngfritz

I think the core of your issue is that your document is being saved to a folder which is “cloud-synced”.

Personally, most of my documents are saved to folders which are not synced to any cloud service, and I have not noticed any data loss. Had that been the case, alarms would be happening quite often, and loudly.

I would suggest that you look more deeply at the cloud storage.

After saving a document, I would confirm that the synced copy on your cloud folder is the most recent, by perhaps, downloading to a different folder and checking its contents. The issue sounds like the sync is happening the wrong way, and a newer version stored locally is being overwritten by an older cloud version.

Additionally, check the cloud sync frequency. Services like Google Drive pretty much sync as soon as a change in the file is detected, so I would expect something similar by the desktop agent that is installed.

Also, I would suggest saving documents to a local folder that is not synced to the cloud, to ensure that there is no issue there which is specific to your platform (PC and OS).

That’s about all I can think to suggest at this stage.

3

Hey @ngfritz, :wave:

Thanks @DavidRGreen — I don’t think I can add much more to that, it’s spot on.

@ngfritz, I would recommend the same approach: try saving your documents to a purely local folder (not synced with any cloud service) to see if the problem disappears.

To help me investigate further, could you please:

  • Show how your local storage is connected to Infomaniak - kDrive (screenshot of the sync settings if possible)
  • Record a short video demonstrating the issue (create/edit → save → reopen and show that changes are missing)

This would give us more concrete details to work with.

Thanks again @DavidRGreen for the helpful input! :hugs:
Looking forward to your reply, @ngfritz.

1 Like
4

OS: Win10 home 22H2

OnlyOffice Version: 8.2.2.2. (x64 exe) (now updated to the latest one)

It might be, that there is a bigger issue, as I lost my file as well. I worked on it yesterday and saved it several times. Today I wanted to print it and every change is lost, since I created the file before doing my changes. It is an XML Document and I am quite pissed, that everything is lost, especially as I saved it every 30 minutes. In my folder the last saving date is also written next to the file, but its size did not change at all from the file I used as basis.

I dont use any sync and only save on my drives.

I did not even had an account until I wanted to complain about it here.

I am sick and cannot work on documents without paying it with pain the day after or even longer, so you might understand, how pissed I am today, having pain for days now for just nothing…

I still had an very old version, I guess it was 8.2.2.2. I update it before writing here, as I hoped it might be solved this way. But no.

I still use Win10 home 22H2, as I did not have the energy to bring it away for an update.

Please investigate the problem deeper.

And please dont ask for complicated stuff to research for you, I only use the basics and as mentioned before never use any sync, cloud or anything else, so I will probably not be able to assist a lot, especially as I am not healty enough to invest more time as already done…

I already tried to check for former versions by right clicking, but there was also nothing.

I originally opened the file today by clicking on the file in the last viewed section of Onlyoffice.

BR, Conny

5

Hi @CoBa

The issue you describe sounds both devastating and severe, but, I can only guess would be somewhat unique to your situation, as per OP’s situation, if it was widespread, it would be reported a lot.

However, what I can suggest is to have a look at the Window’s Event Viewer; you can call this up by tapping the Start menu and typing “event”.

And then have a look in Windows Logs / Application and Windows Logs / System, and see what errors, if any, were logged during the time you were working and saving your document.

Any errors will be tagged with an exclamation mark ( ! ) in a red circle badge. Any additional information will be in the silver “i” badge adjacent.

File corruption may be related to any Input/Output ( I/O ) error/s in that time period.

The information in these logs can be a bit obtuse, but there may be some detail that can point you in the right direction for a root cause of your issue.

Any information that can be provided, specific to your issue may help in diagnosing the issue.

Also, updating your software is a good start too :+1:

6

Hi David,

thanks for your fast response. Unfortunately those logs did not help me, as the files mentioned there does not say me anything. But there was no red one on that day, only some yellow ones because the system wants me to update.

The strange thing is, that the file with the missing data has the correct time stamp if the moment, when I stopped working on it in the evening, but the size has not changed compared to the file two days ago, which I used as basis for my work. see below.

So somehow the file saved the timestamp of changes, but not the content change itself. The whole tab I added is missing. The original 4 tabs are still there. Sorry, dont know, if tab is the right word, hope you understand what I mean.^^

Any further ideas?

I hoped, there might be temporary versions saved somewhere, but I dont know where to search for something like this.

grafik

7

Here also the other details from the file: On the right you see the date of last change,which did not save the content, on the left the dates of the original, which are the time stamps of the basis file created 2 days ago and the time, when I copied it to start working.

grafik
grafik635×423 14.1 KB

8

Unfortunately, I don’t have much else; Errors usually have return codes, which I can feed into Google to try and get an explanation for. But as you don’t have any, the issue must not be raising any errors.

@Nikolas may have some suggestions, when he picks up this thread again.

The only thing I can possibly suggest is some testing, creating and using some test documents and looking at the files between operations performed by OnlyOffice.

The Chkdsk tool may be an option, but any damage storage media may effect other application files as well, but it is not impossible, albeit not common. My current PC arrived, new, with one of its SSDs having more than 50% of its capacity with bad sectors.

9

If you don’t mind, I will join this thread as well.
I agree with @DavidRGreen that right now there’s a lack of details and our internal tests have not reproduced the issue so far. Moreover, the issue was existed on the older version of the app.
For now, I suggest monitoring the situation. if the issue occurs again, please collect the app logs, logs from Windows Event Viewer, and provide us with the corrupted file as well.
By the way, is the file visible in the ‘Recover files’ section of the desktop app?

10

Thanks for the replies and your help.

I followed your suggestion @DavidRGreen and played a bit with different files on a local, non-synchronised folder. I haven’t seen any issues.

I also checked the synchronisation settings at Infomaniak’s kDrive. It was set in a way that cloud version has the priority.

@Alexandre In my case the recovery didn’t have any trace of the “emptied” files.

In my case an explanation could be that connection was disrupted when I saved, it never got to the cloud. Next time when I opened it was an early version. What weakens this theory is that I tend to click save fairly regularly. This second argument points the finger to kDrive application that failed to push local change to the cloud.

Thank you all for your help. If I manage to get more info or reproduce the issue, I’ll post it here.

1 Like
11

Thank you @ngfritz
Please keep us posted.

12

Wow! If you are using cloud as a backup, that sounds like the worse setting of all.

With that kind of issue, I would be relegating kDrive to a tertiary backup status. ie;
source → local backup → kDrive backup

1 Like
13

Hello, I have the exact same issue as CoBa, with my content not being saved while the time stamp of the last save proves I had actually saved my document. This has happened several times, suppressing hours of work. I do not use the cloud, my computer is not even connected to it. Do you have any other suggestions? It has happened so many times now, despite my regular saves, that I’m scared to use Onlyoffice for anything remotely important.

Thank you in advance,

Louise

14

Hi Louise,

My first thought is that some process must be tampering with the document after being saved.
Some typical candidates that come to mind could be;

one: a faulty backup process which is not cloud based, or could be related to a file-sync process linked to another device on the same network.

two: is your computer powering down before file contents cached in memory are written. This is an edge-case based on a forced power-down, rather than a tidy shut-down process.

I could suggest that you leave a document open in the long term on your computer. If the file is open in an application, it is very difficult to be overwritten by another application, and an attempt may trigger an alert regarding a conflict on document ownership.

You could also consult the computer’s system logs to see any events that occurred during the time when the document changed from your last known good save to the version that is less desired.

Needless to say, some more investigation is required.

15

Hello @Louise.dth
I agree with @DavidRGreen, the additional investigation is required. Please try to reproduce the issue ( leave a document open in the long term on your computer) with debug-mode enabled (Running Desktop Editors with parameters).
If the issue occurs again, we will need to take a look at Network and Console tabs.