OnlyOffice does not load for specific user, "ONLYOFFICE cannot be reached. Please contact admin"

[tromlet]

Do you want to:	Ask a question / Bug report
OS version:	Alma Linux 8.10
Document Server version:	8.1.0
Connector version:	Nextcloud 9.4.0
Browser version:	Firefox 130.0
Installation Type:	OS Package

Hey all -

So, I have a user for whom I've just created an account, and she's unable to use OnlyOffice to open, view, and edit office documents. It works JUST FINE for me, but she gets the following error whenever she tries to do the same: "ONLYOFFICE cannot be reached. Please contact admin."

The only thing I can see is that I get an error in the Firefox console (and have tried with Google Chrome, as well) on multiple different computers (including ones that work just fine when I log into MY account), that says: Loading failed for the <script> with source "https://onlyoffice.example.com/web-apps/apps/api/documents/api.js"

Other, non-admin users are not available at the moment, so I will check with them shortly, but in the meantime I cannot understand why the script loads for me, but not for her.

EDIT: Never mind, I was able to login to a non-admin test user that we have. His OnlyOffice works fine. >:/

[SergeyKorneyev]

Hello,
Could you check if the user that has the issue is able to access the script at https://onlyoffice.example.com/web-apps/apps/api/documents/api.js directly in a separate tab?
Also, just in case, do I understand correctly that you edited the address here in your post for the sake of security and you see an actual working URL in the browser's console ?