How to troubleshoot WebDocuments when they do not want to start

This guide explains how to troubleshoot connection to WebDocuments Server in a few simple steps if you cannot make it work.

1) Reactivate license

Navigate to Help – License – Activate License

2) Check the address

a) License for microservice in our cluster has inside client certificate (not visible anywhere) and form for WebDocument's URL cannot be edited. (greyed out)

b) On-Prem license with enabled WebDocumets service (URL is editable)

3) Look at Smartdiscover:

a) TeamChat API URL must contain a valid URL
b) This URL must be accessible from WebDocuments Server
- example: “curl mail.icewarp.com” from WebDocuments server
- look at DNS translation if is IP address resolved right. This is very often a problem when the customer has IceWarp, and WebDocuments server behind NAT and the hostname of IceWarp is resolved as public IP and not a local IP

Restart GW and Control

4) Get installed version on WebDocument server

apt-cache policy onlyoffice*

5) Disable IPv6 on WebDocument server

nano /etc/sysctl.conf

net.ipv6.conf.all.disable_ipv6 = 1
net.ipv6.conf.default.disable_ipv6 = 1
net.ipv6.conf.lo.disable_ipv6 = 1

sysctl -p

6) Multi IceWarp Node Installation
Must be configured in „path.dat“ on 17th line with forwarded port

Example:
Port 32426 is forwarded on the router to the first Node.

..
https://172.16.6.1:32426/teamchatapi/
..

Port 32427 is forwarded on the router to the second Node.

..
https://172.16.6.1:32427/teamchatapi/
..

7) Activate LOGS on WebDocument server

Version < 5.4
nano /etc/nginx/includes/onlyoffice-documentserver-common.conf

Version > 5.4
nano /etc/nginx/includes/ds-common.conf
access_log on;
access_log /var/log/onlyoffice/documentserver/nginx.access.log;
service nginx restart

tail -F /var/log/onlyoffice/documentserver/nginx.access.log

8) Last chance of debugging on WebDocument server 

change /etc/onlyoffice/documentserver/log4js/production.json from "WARN" to "DEBUG" mode

supervisorctl restart all