Opening files in WebDisk, only after selecting remember my credentials, Microsoft Office 'sometimes' reports: Cannot download the information you requested
There appears to be no pattern as to when this happens. NB. It doesn't happen if you do not check the remember my credentials box when opening the Office file(s). But then obviously each time a file is opened the credentials box pops up and requires an extra click.
To recreate:
1. Add a cpanel webdisk network location in Windows;
2. Check the remember credentials box;
3. Open the webdisk and upload (drag and drop) a Word, Excel or Powerpoint;
4. Double click on the uploaded file - you should see the webdisk credentials in a popup. Again check the remember my credentials box;
5. Close the doc and/or then try double clicking again a few times - 'sometimes' you will see the error popup 'Cannot download the information you requested'.
It's occurring in Windows 10 & 11 all office applications, Office 2024.
Googling the issue suggests there's a bug in Windows? Suggestions inlcude things like adding the webdisk domain to trust center in Office and adding Trusted sites in Internet Options, plus trying to disable some restriction that Office hates by adding an .htaccess for GET POST OPTIONS PROPFIND PROPPATCH etc. doesn't help.
Although it still works, all the extra clicks/re-opens minimises the user experience/trust of cpanel webdisk with Windows.
I'm hoping someone else has had this issue and/or is able to recreate it and suggest a solution.
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Hey there! The first thing I'd check would be the cPanel error log at /usr/local/cpanel/logs/error_log to see if there is anything helpful there.
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Hi Rex and thanks for the advice.
Firstly pls note that the webdisk connection for the below was created in Windows using the 'Configure Client Access' .vbs script downloaded from the user's WHM account.
Double clicking on the file(s) in the webdisk:
- no resulting log entries in /usr/local/cpanel/logs/error_log;
- Also nothing in /home/username/logs/DAV-error.log; but
- Errors are being logged to /usr/local/cpanel/logs/cpdavd_error_log as follows:
When the 'Cannot download the information you requested' occurs:
Use of uninitialized value $str in transliteration (tr///) at libexec/cpdavd.pl line 1348.
Use of uninitialized value $str in modulus (%) at libexec/cpdavd.pl line 1349.
Use of uninitialized value $str in substitution (s///) at libexec/cpdavd.pl line 1350.
Use of uninitialized value $str in transliteration (tr///) at libexec/cpdavd.pl line 1351.
Use of uninitialized value $str in pattern match (m//) at libexec/cpdavd.pl line 1352.
Use of uninitialized value in substitution (s///) at libexec/cpdavd.pl line 604.
Use of uninitialized value $str in transliteration (tr///) at libexec/cpdavd.pl line 1348.
Use of uninitialized value $str in modulus (%) at libexec/cpdavd.pl line 1349.
Use of uninitialized value $str in substitution (s///) at libexec/cpdavd.pl line 1350.
Use of uninitialized value $str in transliteration (tr///) at libexec/cpdavd.pl line 1351.
Use of uninitialized value $str in pattern match (m//) at libexec/cpdavd.pl line 1352.
Use of uninitialized value in substitution (s///) at libexec/cpdavd.pl line 604.
Use of uninitialized value $str in transliteration (tr///) at libexec/cpdavd.pl line 1348.
Use of uninitialized value $str in modulus (%) at libexec/cpdavd.pl line 1349.
Use of uninitialized value $str in substitution (s///) at libexec/cpdavd.pl line 1350.
Use of uninitialized value $str in transliteration (tr///) at libexec/cpdavd.pl line 1351.
Use of uninitialized value $str in pattern match (m//) at libexec/cpdavd.pl line 1352.
Use of uninitialized value in substitution (s///) at libexec/cpdavd.pl line 604.
Use of uninitialized value $str in transliteration (tr///) at libexec/cpdavd.pl line 1348.
Use of uninitialized value $str in modulus (%) at libexec/cpdavd.pl line 1349.
Use of uninitialized value $str in substitution (s///) at libexec/cpdavd.pl line 1350.
Use of uninitialized value $str in transliteration (tr///) at libexec/cpdavd.pl line 1351.
Use of uninitialized value $str in pattern match (m//) at libexec/cpdavd.pl line 1352.
Use of uninitialized value in substitution (s///) at libexec/cpdavd.pl line 604.
Use of uninitialized value $auth_user in hash element at libexec/cpdavd.pl line 982.
Use of uninitialized value $auth_user in hash element at libexec/cpdavd.pl line 982.
Use of uninitialized value $auth_user in hash element at libexec/cpdavd.pl line 982.
Use of uninitialized value $auth_user in hash element at libexec/cpdavd.pl line 982.
Use of uninitialized value $user in concatenation (.) or string at libexec/cpdavd.pl line 1282.
Use of uninitialized value $str in transliteration (tr///) at libexec/cpdavd.pl line 1348.
Use of uninitialized value $str in modulus (%) at libexec/cpdavd.pl line 1349.
Use of uninitialized value $str in substitution (s///) at libexec/cpdavd.pl line 1350.
Use of uninitialized value $str in transliteration (tr///) at libexec/cpdavd.pl line 1351.
Use of uninitialized value $str in pattern match (m//) at libexec/cpdavd.pl line 1352.
Use of uninitialized value in substitution (s///) at libexec/cpdavd.pl line 604.
Use of uninitialized value $auth_user in hash element at libexec/cpdavd.pl line 982.
Use of uninitialized value $auth_user in hash element at libexec/cpdavd.pl line 982.
Use of uninitialized value $auth_user in hash element at libexec/cpdavd.pl line 982.
Use of uninitialized value $auth_user in hash element at libexec/cpdavd.pl line 982.
Use of uninitialized value $user in concatenation (.) or string at libexec/cpdavd.pl line 1282.
Use of uninitialized value $str in transliteration (tr///) at libexec/cpdavd.pl line 1348.
Use of uninitialized value $str in modulus (%) at libexec/cpdavd.pl line 1349.
Use of uninitialized value $str in substitution (s///) at libexec/cpdavd.pl line 1350.
Use of uninitialized value $str in transliteration (tr///) at libexec/cpdavd.pl line 1351.
Use of uninitialized value $str in pattern match (m//) at libexec/cpdavd.pl line 1352.
Use of uninitialized value in substitution (s///) at libexec/cpdavd.pl line 604.
Use of uninitialized value $auth_user in hash element at libexec/cpdavd.pl line 982.
Use of uninitialized value $auth_user in hash element at libexec/cpdavd.pl line 982.
Use of uninitialized value $auth_user in hash element at libexec/cpdavd.pl line 982.
Use of uninitialized value $auth_user in hash element at libexec/cpdavd.pl line 982.
Use of uninitialized value $user in concatenation (.) or string at libexec/cpdavd.pl line 1282.
Use of uninitialized value $str in transliteration (tr///) at libexec/cpdavd.pl line 1348.
Use of uninitialized value $str in modulus (%) at libexec/cpdavd.pl line 1349.
Use of uninitialized value $str in substitution (s///) at libexec/cpdavd.pl line 1350.
Use of uninitialized value $str in transliteration (tr///) at libexec/cpdavd.pl line 1351.
Use of uninitialized value $str in pattern match (m//) at libexec/cpdavd.pl line 1352.
Use of uninitialized value in substitution (s///) at libexec/cpdavd.pl line 604.When files are opened on double click without the 'Cannot download the information you requested':
Use of uninitialized value $str in transliteration (tr///) at libexec/cpdavd.pl line 1348.
Use of uninitialized value $str in modulus (%) at libexec/cpdavd.pl line 1349.
Use of uninitialized value $str in substitution (s///) at libexec/cpdavd.pl line 1350.
Use of uninitialized value $str in transliteration (tr///) at libexec/cpdavd.pl line 1351.
Use of uninitialized value $str in pattern match (m//) at libexec/cpdavd.pl line 1352.
Use of uninitialized value in substitution (s///) at libexec/cpdavd.pl line 604.
Use of uninitialized value $str in transliteration (tr///) at libexec/cpdavd.pl line 1348.
Use of uninitialized value $str in modulus (%) at libexec/cpdavd.pl line 1349.
Use of uninitialized value $str in substitution (s///) at libexec/cpdavd.pl line 1350.
Use of uninitialized value $str in transliteration (tr///) at libexec/cpdavd.pl line 1351.
Use of uninitialized value $str in pattern match (m//) at libexec/cpdavd.pl line 1352.
Use of uninitialized value in substitution (s///) at libexec/cpdavd.pl line 604.
Use of uninitialized value $str in transliteration (tr///) at libexec/cpdavd.pl line 1348.
Use of uninitialized value $str in modulus (%) at libexec/cpdavd.pl line 1349.
Use of uninitialized value $str in substitution (s///) at libexec/cpdavd.pl line 1350.
Use of uninitialized value $str in transliteration (tr///) at libexec/cpdavd.pl line 1351.
Use of uninitialized value $str in pattern match (m//) at libexec/cpdavd.pl line 1352.
Use of uninitialized value in substitution (s///) at libexec/cpdavd.pl line 604.
Use of uninitialized value $str in transliteration (tr///) at libexec/cpdavd.pl line 1348.
Use of uninitialized value $str in modulus (%) at libexec/cpdavd.pl line 1349.
Use of uninitialized value $str in substitution (s///) at libexec/cpdavd.pl line 1350.
Use of uninitialized value $str in transliteration (tr///) at libexec/cpdavd.pl line 1351.
Use of uninitialized value $str in pattern match (m//) at libexec/cpdavd.pl line 1352.
Use of uninitialized value in substitution (s///) at libexec/cpdavd.pl line 604.
Use of uninitialized value $auth_user in hash element at libexec/cpdavd.pl line 982.
Use of uninitialized value $auth_user in hash element at libexec/cpdavd.pl line 982.
Use of uninitialized value $auth_user in hash element at libexec/cpdavd.pl line 982.
Use of uninitialized value $auth_user in hash element at libexec/cpdavd.pl line 982.
Use of uninitialized value $user in concatenation (.) or string at libexec/cpdavd.pl line 1282.
POST not implemented0 -
System details:OS: AlmaLinux v8.10.0 STANDARD standardcPanel Version: 128.0.14
Looking again at the frequency of the errors, they mostly appear to be alternate. I.e. double click a file and the file opens no problem, second time error, next time file opens, next error etc. Although again, occasionally it'll error or open twice in a row, but never three time in a row - so far.
@Rex, do the above logs help? They seem to show the same errors for both situations around uninitialized $user_auth on line 982 and $user on 1282. Although when the Windows end error is thrown there are three sets of these, in a retry loop? Not sure why 'POST not implemented' is reported when it works...
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Thanks for that information - unfortunately I don't see any similar errors on my end internally that I can reference for this, so it would likely be best to create a ticket so this can be investigated directly on the server.
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