# NextCloud Refuse to Connect

##### 10/18/2023 NextCloud files seemed to slow down then it went offline entirely.

[![image.png](https://bsa.lynops.com/uploads/images/gallery/2023-10/scaled-1680-/image.png)](https://bsa.lynops.com/uploads/images/gallery/2023-10/image.png)

<p class="callout danger">SITREP</p>

- I was working in files, noticed that files were slowing down. Also copied files were blank. 
    - Also very long times to select all and copy
- **Then Nextcloud went totally offline**
- Checked Talk app was hanging, not functional
- Checked IONOS servers were online and 'green'
- Checked Moodle, BBB, Bookstack App, Studia Nova, Freedom Library were all up and running.
- Called Customer support, the person could not 'find nextcloud' on SNapps or SN cloud

<p class="callout warning">Recent Changes</p>

- 2F had been implemented earlier in the day, but no direct issues afterward
- Rakib had been working on setting up the back-ups using the IONOs package

<p class="callout info">Immediate Actions Taken</p>

- IONOS Customer support re-booted both servers, this resolved the issue, took a few minutes to come up
- Ticket was put in to find out why he can not see nextcloud on any of the servers, all three were checked, also to investigate why it went offline.

<p class="callout info">Corrective Action</p>

1. Ask Rakib to investigate the back up process and come up with a fix
2. Customer support can not see that Nextcloud is installed, address with Rakib - Rakib used different file names
3. Get a list or screenshot of the applications on each server so Victoria can work with customer support.

<p class="callout success">Lessons Learned</p>

- We can not store critical passwords only in nextcloud, we must have a secondary back up. - *hardcopy on file at 3161*
- Victoria can not see the software IP address and can not work with customer support