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Data loss with at c.LTe error #1004

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llebout opened this issue Sep 25, 2020 · 26 comments
Closed

Data loss with at c.LTe error #1004

llebout opened this issue Sep 25, 2020 · 26 comments
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confirmed-bug Issues with confirmed bugs waiting feedback Issues that we waiting to be answered from author of issue

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@llebout
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llebout commented Sep 25, 2020

Do you want to request a feature or report a bug?

Bug

What is the current behavior?

There was data loss on at least one docx file, symptoms look similar to this: https://help.nextcloud.com/t/data-loss-after-onlyoffice-update/93008

All I have as information is these logs below, the document lost was edited but it seems it wasnt synced back to Nextcloud or got overwritten bypassing the Nextcloud version history (if that's possible). The document now appears empty.

Recently I upgraded Nextcloud to 19, and even more recently to 19.0.3.

Error logs:

[2020-09-23T06:40:07.527] [WARN] nodeJS - Express server starting...
[2020-09-23T06:40:07.531] [WARN] nodeJS - Failed to subscribe to plugin folder updates. When changing the list of plugins, you must restart the server. https://nodejs.org/docs/latest/api/fs.html#fs_availability
[2020-09-23T06:40:07.677] [WARN] nodeJS - Express server listening on port 8000 in production-linux mode
[2020-09-23T07:12:30.741] [WARN] nodeJS - error description: docId = 607984 errorId = Restore error. Document modified.
[2020-09-23T07:31:38.728] [WARN] nodeJS - error description: docId = 607984 errorId = Restore error. Document modified.
[2020-09-23T08:24:04.747] [WARN] nodeJS - error description: docId = 607984 errorId = Restore error. Document modified.
[2020-09-23T08:49:34.975] [WARN] nodeJS - error description: docId = 607984 errorId = Restore error. Document modified.
[2020-09-23T09:02:02.503] [WARN] nodeJS - error description: docId = 607984 errorId = Restore error. Document modified.
[2020-09-23T10:35:31.196] [WARN] nodeJS - sendServerRequest returned an error: docId = 1617442338; data = {"error":1}
[2020-09-23T10:35:31.200] [WARN] nodeJS - storeForgotten: docId = 1617442338
[2020-09-23T10:36:31.757] [WARN] nodeJS - sendServerRequest returned an error: docId = 1617442338; data = {"error":1}
[2020-09-23T10:36:31.761] [WARN] nodeJS - storeForgotten: docId = 1617442338
[2020-09-23T10:36:37.391] [WARN] nodeJS - error description: docId = 607984 errorId = Restore error. Document modified.
[2020-09-23T10:37:42.702] [WARN] nodeJS - error description: docId = 607984 errorId = Restore error. Document modified.
[2020-09-23T10:38:53.324] [WARN] nodeJS - sendServerRequest returned an error: docId = 1617442338; data = {"error":1}
[2020-09-23T10:38:53.327] [WARN] nodeJS - storeForgotten: docId = 1617442338
[2020-09-23T10:47:31.919] [WARN] nodeJS - sendServerRequest returned an error: docId = 922434186; data = {"error":1}
[2020-09-23T10:47:31.924] [WARN] nodeJS - storeForgotten: docId = 922434186
[2020-09-23T11:12:24.130] [WARN] nodeJS - error description: docId = 607984 errorId = Restore error. Document modified.
[2020-09-23T11:14:29.437] [WARN] nodeJS - sendServerRequest returned an error: docId = 1617442338; data = {"error":1}
[2020-09-23T11:14:29.440] [WARN] nodeJS - storeForgotten: docId = 1617442338
[2020-09-23T11:48:14.658] [WARN] nodeJS - error description: docId = 607984 errorId = Restore error. Document modified.
[2020-09-23T11:48:37.063] [WARN] nodeJS - sendServerRequest returned an error: docId = 1617442338; data = {"error":1}
[2020-09-23T11:48:37.066] [WARN] nodeJS - storeForgotten: docId = 1617442338
[2020-09-23T13:03:48.033] [WARN] nodeJS - error description: docId = 607984 errorId = Restore error. Document modified.
[2020-09-23T13:27:33.810] [ERROR] nodeJS - changesError: docId = 3568620594 Error
    at c.LTe (https://cloud.matrice.io/onlyoffice/5.6.5-3/sdkjs/cell/sdk-all.js:1092:136)
    at c.ia (https://cloud.matrice.io/onlyoffice/5.6.5-3/sdkjs/cell/sdk-all.js:1087:214)
    at ab.EN (https://cloud.matrice.io/onlyoffice/5.6.5-3/sdkjs/cell/sdk-all.js:6988:466)
    at ab.zpd (https://cloud.matrice.io/onlyoffice/5.6.5-3/sdkjs/cell/sdk-all.js:7018:397)
    at ab.gqd (https://cloud.matrice.io/onlyoffice/5.6.5-3/sdkjs/cell/sdk-all.js:7014:388)
    at ab.sBf (https://cloud.matrice.io/onlyoffice/5.6.5-3/sdkjs/cell/sdk-all.js:6982:409)
    at Ya.Q7f (https://cloud.matrice.io/onlyoffice/5.6.5-3/sdkjs/cell/sdk-all.js:6923:435)
    at Object.DEg (https://cloud.matrice.io/onlyoffice/5.6.5-3/sdkjs/cell/sdk-all.js:7974:209)
    at d.close (https://cloud.matrice.io/onlyoffice/5.6.5-3/sdkjs/cell/sdk-all.js:7527:16)
    at h.yXe (https://cloud.matrice.io/onlyoffice/5.6.5-3/sdkjs/cell/sdk-all.js:7668:195)
[2020-09-23T13:27:36.046] [ERROR] nodeJS - Error saveChanges docid: 3568620594 ; deleteIndex: 66 ; startIndex: 65 ; deleteCount: -1
[2020-09-23T13:27:45.921] [ERROR] nodeJS - Error saveChanges docid: 3568620594 ; deleteIndex: 67 ; startIndex: 66 ; deleteCount: -1
[2020-09-23T13:28:28.556] [ERROR] nodeJS - Error saveChanges docid: 3568620594 ; deleteIndex: 68 ; startIndex: 67 ; deleteCount: -1
[2020-09-23T13:28:50.552] [ERROR] nodeJS - Error saveChanges docid: 3568620594 ; deleteIndex: 11034 ; startIndex: 11033 ; deleteCount: -1
[2020-09-23T13:29:08.430] [ERROR] nodeJS - Error saveChanges docid: 3568620594 ; deleteIndex: 11056 ; startIndex: 11055 ; deleteCount: -1
[2020-09-23T13:29:15.748] [ERROR] nodeJS - Error saveChanges docid: 3568620594 ; deleteIndex: 11057 ; startIndex: 11056 ; deleteCount: -1
[2020-09-23T13:32:58.219] [ERROR] nodeJS - Error saveChanges docid: 3568620594 ; deleteIndex: 11058 ; startIndex: 11057 ; deleteCount: -1
[2020-09-23T13:33:22.687] [WARN] nodeJS - error description: docId = 607984 errorId = Restore error. Document modified.
[2020-09-23T13:34:06.757] [WARN] nodeJS - sendServerRequest returned an error: docId = 3568620594; data = {"error":1}
[2020-09-23T13:34:06.761] [WARN] nodeJS - storeForgotten: docId = 3568620594
[2020-09-23T13:35:57.358] [WARN] nodeJS - error description: docId = 607984 errorId = Restore error. Document modified.
[2020-09-23T14:02:45.202] [WARN] nodeJS - sendServerRequest returned an error: docId = 922434186; data = {"error":1}
[2020-09-23T14:02:45.206] [WARN] nodeJS - storeForgotten: docId = 922434186
[2020-09-23T14:06:01.662] [WARN] nodeJS - sendServerRequest returned an error: docId = 922434186; data = {"error":1}
[2020-09-23T14:06:01.665] [WARN] nodeJS - storeForgotten: docId = 922434186
[2020-09-23T14:09:46.360] [WARN] nodeJS - error description: docId = 607984 errorId = Restore error. Document modified.
[2020-09-23T14:10:12.633] [WARN] nodeJS - sendServerRequest returned an error: docId = 3568620594; data = {"error":1}
[2020-09-23T14:10:12.737] [WARN] nodeJS - storeForgotten: docId = 3568620594
[2020-09-23T14:22:06.829] [WARN] nodeJS - sendServerRequest returned an error: docId = 922434186; data = {"error":1}
[2020-09-23T14:22:06.831] [WARN] nodeJS - storeForgotten: docId = 922434186
[2020-09-23T14:31:47.259] [WARN] nodeJS - sendServerRequest returned an error: docId = 3568620594; data = {"error":1}
[2020-09-23T14:31:47.262] [WARN] nodeJS - storeForgotten: docId = 3568620594
[2020-09-23T14:42:28.600] [WARN] nodeJS - error description: docId = 607984 errorId = Restore error. Document modified.
[2020-09-23T14:47:27.486] [WARN] nodeJS - error description: docId = 607984 errorId = Restore error. Document modified.
[2020-09-23T14:49:45.938] [WARN] nodeJS - error description: docId = 607984 errorId = Restore error. Document modified.
[2020-09-23T15:06:10.993] [WARN] nodeJS - sendServerRequest returned an error: docId = 3568620594; data = {"error":1}
[2020-09-23T15:06:10.997] [WARN] nodeJS - storeForgotten: docId = 3568620594
[2020-09-23T15:07:12.388] [WARN] nodeJS - sendServerRequest returned an error: docId = 3568620594; data = {"error":1}
[2020-09-23T15:07:12.391] [WARN] nodeJS - storeForgotten: docId = 3568620594
[2020-09-23T15:12:53.797] [WARN] nodeJS - sendServerRequest returned an error: docId = 3568620594; data = {"error":1}
[2020-09-23T15:12:53.801] [WARN] nodeJS - storeForgotten: docId = 3568620594
[2020-09-23T15:23:48.241] [WARN] nodeJS - error description: docId = 607984 errorId = Restore error. Document modified.
[2020-09-23T15:39:03.966] [WARN] nodeJS - error description: docId = 607984 errorId = Restore error. Document modified.
[2020-09-23T15:53:01.357] [WARN] nodeJS - error description: docId = 607984 errorId = Restore error. Document modified.
[2020-09-23T15:57:15.303] [WARN] nodeJS - error description: docId = 607984 errorId = Restore error. Document modified.
[2020-09-23T16:33:16.082] [WARN] nodeJS - sendServerRequest returned an error: docId = 3568620594; data = {"error":1}
[2020-09-23T16:33:16.092] [WARN] nodeJS - storeForgotten: docId = 3568620594
[2020-09-23T16:39:12.500] [WARN] nodeJS - error description: docId = 607984 errorId = Restore error. Document modified.

DocumentServer version:

5.6.5
@ShockwaveNN
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Hi, first things first.
I'm not sure this is reas reason of data lost, but those lines indicate some major error, of this we are not aware

[2020-09-23T13:27:33.810] [ERROR] nodeJS - changesError: docId = 3568620594 Error
    at c.LTe (https://cloud.matrice.io/onlyoffice/5.6.5-3/sdkjs/cell/sdk-all.js:1092:136)
    at c.ia (https://cloud.matrice.io/onlyoffice/5.6.5-3/sdkjs/cell/sdk-all.js:1087:214)
    at ab.EN (https://cloud.matrice.io/onlyoffice/5.6.5-3/sdkjs/cell/sdk-all.js:6988:466)
    at ab.zpd (https://cloud.matrice.io/onlyoffice/5.6.5-3/sdkjs/cell/sdk-all.js:7018:397)
    at ab.gqd (https://cloud.matrice.io/onlyoffice/5.6.5-3/sdkjs/cell/sdk-all.js:7014:388)
    at ab.sBf (https://cloud.matrice.io/onlyoffice/5.6.5-3/sdkjs/cell/sdk-all.js:6982:409)
    at Ya.Q7f (https://cloud.matrice.io/onlyoffice/5.6.5-3/sdkjs/cell/sdk-all.js:6923:435)
    at Object.DEg (https://cloud.matrice.io/onlyoffice/5.6.5-3/sdkjs/cell/sdk-all.js:7974:209)
    at d.close (https://cloud.matrice.io/onlyoffice/5.6.5-3/sdkjs/cell/sdk-all.js:7527:16)
    at h.yXe (https://cloud.matrice.io/onlyoffice/5.6.5-3/sdkjs/cell/sdk-all.js:7668:195)

Those error are happened on front-end, result a message and disable editing of documents

If this is possible - we need scenario of this situation, this may happen to some specific file, or some specific actions in any file

@llebout
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llebout commented Sep 26, 2020

Unfortunately my users do not remember exactly what they did on files 15 days ago :-/

The scenario is they created a file 15 days ago, edited it a few times through ONLYOFFICE with 5-6 users at the same time and then recently they opened it again and it was empty. Nextcloud shows no previous versions in history at all and just shows the file was created 14 days ago.

@ShockwaveNN
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In that case I'll leave this issue opened, there is definitely some kind of bug in our code, maybe someone (or we are) will be able to figure out scenario for this error

@ShockwaveNN ShockwaveNN changed the title Data loss Data loss with at c.LTe error Sep 26, 2020
@ShockwaveNN ShockwaveNN added the confirmed-bug Issues with confirmed bugs label Sep 26, 2020
@llebout
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llebout commented Sep 26, 2020

Thanks a lot, I am sorry I do not have more information. Is there a way you think to recover that lost file with a docId ?

@ShockwaveNN
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Maybe @DenisDeeSign will be able to help in recovery process

@kabliveru
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kabliveru commented Sep 28, 2020 •
edited

same problem. and the same [WARN] when starting the server.
[WARN] nodeJS - Failed to subscribe to plugin folder updates. When changing the list of plugins, you must restart the server. https://nodejs.org/docs/latest/api/fs.html#fs_availability

@ShockwaveNN
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@kabliveru Please note that

Failed to subscribe to plugin folder updates. When changing the list of plugins, you must restart the server. https://nodejs.org/docs/latest/api/fs.html#fs_availability

message is normal, and if you have no more messages in logs - you got some other problem and create separate issue

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@celevra
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celevra commented Feb 19, 2021

same Problem here
how to reproduce:
copy an existing doxc file
edit the copy with onlyoffice
if you click on file -> save you get an error (i think the autosaves drops an silent error)
in the logs i see:

[2021-02-19T09:52:12.886] [WARN] nodeJS - storeForgotten: docId = 927884457
[2021-02-19T09:52:29.796] [WARN] nodeJS - sendServerRequest returned an error: docId = 927884457; data = {"error":1}

regards

@ShockwaveNN
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@celevra Thich version of DocumentServer are you using?
Are you 100% sure this is same error, is error is same like at c.LTe error`?

@celevra
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celevra commented Feb 19, 2021

@ShockwaveNN oh, my fault the storeForgotten and senServerRequest are the Same Errors, no c.LTe
Should I open an new report?
i'm on the latest Docker Container onlyoffice-document-server and newest NextCloud

regards

@ShockwaveNN
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Yeah, better to create new issue with full versions of your environment (not latest, but exact) and attach logs of DocumetnServer

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@ShockwaveNN
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@leo-lb Could you please state are you having similar error on latest version or we resolved problem in latest updates since your version 5.6.5

@ShockwaveNN ShockwaveNN added the waiting feedback Issues that we waiting to be answered from author of issue label Jun 1, 2021
@llebout
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llebout commented Jun 1, 2021

@ShockwaveNN The reproduction scenario is unclear so I am unable to respond. Also, this error caused people over here to start distrusting ONLYOFFICE and start using Google Docs again. It is a really sad situation.

@ShockwaveNN
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@leo-lb To be clear - are you updated to latest version of DocumentServer (v6.3.0) and your users still got some error with data loss?

Also, this error caused people over here to start distrusting ONLYOFFICE

Sorry to hear that, but we're working hard that will not happened again

@ShockwaveNN
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This issue was closed due to no response.

@ShockwaveNN ShockwaveNN mentioned this issue Jan 6, 2022
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@celevra @ShockwaveNN @espenbo @barzog @llebout @kabliveru