Hi everyone, first time posting here.
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.
Any insights would be greatly appreciated!
Thanks in advance,
Giacomo
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.
We’re running Windows 11 24H2.
Let me know if you need anything else.
Hello @Giacomo
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.
It seems strange. Have you had a chance to update the app to v.9.0.4? Also, are there any error entries in the Console tab in the debug mode?
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
