Frequently asked questions about issues and administration

Quick answers to questions when something isn't working, and to questions from administrators about licences and users.

My document keeps loading. What now?

Reload the page, try a private window or a different browser, and read the message if there is one. See A document won't open or keeps loading.

I can't type anything in my document. Why is that?

The document is in reading view. You may only have read access, the mode might be set to Viewing, or the file could be locked. See A document opens as read only.

I get a message saying the file is locked or being edited in another app.

Someone has the file open in another program, for example through the sync app. Close it there, or save your work as a copy. See Saving or syncing isn't working.

My document looks different than it does in Word.

This is usually due to a font that isn't installed on the server. For Calibri, Cambria, Arial, Times New Roman and Courier New, Euro-Office uses a replacement with the same width. See Fonts look different.

My colleagues can open documents in Euro-Office, but I can't.

You probably don't have an Office Suite licence yet. Ask your Nextcloud administrator to assign one to you. See Ordering and assigning Office licences to users.

How do I check if I have an Office Suite licence?

Click your profile picture in the top right of Nextcloud and choose Settings. There you'll see your groups next to your profile. If office is listed there, you have a licence. See Managing users and groups for Office.

How do I give a colleague an Office Suite licence?

In My WebOké, go to My Products, click Manage next to your Nextcloud package, and switch on the Office Suite toggle for your colleague in User management. See Ordering and assigning Office licences to users.

All licences are in use. What can I do?

Switch off Office for someone who no longer uses it, or increase the number of licences under Configurable options. See Ordering and assigning Office licences to users.

How do I contact support?

Log in to My WebOké, go to the Support Centre and choose Submit ticket. Or go to www.weboke.nl/support. See When you contact support.