We’ve recently started installing OnlyOffice Desktop Editors on our clients’ PCs, and everything has been working well. However, on some PCs, we’re encountering a strange issue:
(Translated from Italian) “Check your internet connection. You cannot edit the document because your internet connection is interrupted or limited. Check your connection and reopen the document to continue.”
This happens with every document, even local ones. Creating a new blank document also triggers the same error.
We are using the latest version 8.3.1.25 (downloaded from onlyoffice.com).
Are there any specific domains that OnlyOffice Desktop Editors need to access for proper functionality?
The strange part is that OnlyOffice works fine on most PCs within the same local network and firewall settings, making this issue even more strange.
Hello @Giacomo
Sorry for the late reply. The described situation looks strange. Could you please enable debug mode and reproduce the issue? Running in debug mode on Windows | ONLYOFFICE
We need to take a look at Console and Network tabs in the debug mode once the issue is reproduced.
Hi Alexandre,
just as of today, the same error showed up on at least ten computers at the same time.
We have not jet updated to the Desktop Editors v9.0 but the issue is exactly the same, and we’re running the latest 8.x version.
I’ve launched onlyoffice in debug mode as you said, and found nothing in the network tab apart from “ascdesktop://loaderror.html/?page=cloudfile&desktop=true” with status code 200 OK
I’ve also took a look at editors.exe with ProceXp64 to see which servers was onlyoffice connecting to and apart from “server-3-165-255-36.mxp53.r.cloudfront.net” which isn’t blocked, the app wasn’t connecting to the internet.
Reinstalling AND removing ProgramData\ONLYOFFICE and %LocalAppdata%\ONLYOFFICE solves the issue.
Did these steps fully resolve the issue?
Do you have a proxy server or firewall in front of the affected PCs? Also, are the files being opened stored locally or in the cloud?
Either way, please update the app to the latest version (v9.0) and let us know if the issue still occurs.
Clearing the local AppData and ProgramData folders and reinstalling OnlyOffice does fix the issue, but only temporarily — after a few days or weeks it randomly reappears.
We have a firewall between the PCs and the internet, but all the documents being opened are local files, not even via SMB.
The dev console still shows nothing, just like in the last screenshot on this post.
Here at the company, we tested sending the new 9.3 update to 17 machines, and 3 of them presented the same error mentioned above regarding checking your connection. It was identified that because it doesn’t finish the update, it removes the OnlyOffice update service, and therefore it cannot complete the update.
You can proceed with creating a script to recreate the update service and then send the command to update: winget upgrade --id ONLYOFFICE.DesktopEditors
Thank you @Cristiano.souza for pointing us to a possible issue and for providing the workaround.
At the moment we need a bit more detail to better understand what exactly is happening in your case:
A. From which version to which version is the app being updated?
B. Do you see any errors during the update via winget, or only after launching the app?
C. If it’s possible, please try to reproduce the issue and record a video.
Also, if it’s possible, please check whether any Desktop App processes were running at the moment of the winget update. This could potentially explain the incorrect update behavior.
It would also be important to know whether the issue is related to existing files or to the creation of new files.
A. From which version to which version is the application being updated? The version prior to 9.3
B. Do you see any errors during the update via Winget or only after starting the application? It tries to update and fails on some machines, then when trying to open documents, it shows an error to check its internet connection. We then identified that on these machines being updated, the OnlyOffice update service had disappeared from the Windows services list.
C. If possible, try to reproduce the problem and record a video.
We cannot record a video of the error, as it was fixed with the commands above to recreate the service and send it to update again.
Also, if possible, check if any Desktop application process was running at the time of the Winget update. This may explain the incorrect update behavior.
It may be that some document was open on these machines, but it should not have this behavior of not being able to update, and the previous version did not become functional. In my opinion, the program’s update command could include a check to see if the OnlyOffice update service is running, so it wouldn’t cause errors and stop working.
It would also be important to know if the problem is related to existing files or the creation of new files.
These errors always occur on some machines during OnlyOffice version updates.
