Upload gets stuck at 0%


I am using rocket chat in our company and it works great. I have an issue with people from another subsidiary when they try to upload images. They can login just fine with the IP address of the server but when they try to upload a file it gets stuck at 0%. Its not a permission issue, when I login on the guys computer remotely even I can not upload files with admin rights. They are in a different subnet and our networks are connected through a firewall and router. There must be an issue with the firewall and or routing. Does anybody know how the upload works and what port it uses? Is there any kind of setting that could fix this issue.

Server Setup Information

  • Version of Rocket.Chat Server: 74.3
  • Operating System: Ubuntu 18.04
  • Deployment Method: tar
  • Number of Running Instances: 1
  • DB Replicaset Oplog:
  • NodeJS Version: 8
  • MongoDB Version: 3.6
  • Proxy: dont know
  • Firewalls involved: most likely

As the most likely issue is with either a proxy or a firewall you really need to go and get some information on them. 99.9% of connection issues with Rocket are down to these…

The odd thing is that you can connect, but if it can’t create a websocket because of the firewall or proxy, a browser can fall back to using XHR which is very slow, but appears to work. That creates the illusion all is well, except it isn’t.

Why are they connecting with an IP address ? That may well cause you issues too. Connect with the host.domain that you have set up in Rocket.

Websockets run over normal ports eg 80/443 if you have it set up that way behind a reverse proxy. Nothing special is required for upload beyond that.

The other thing to obviously check is what is your file storage system ? GridFS or some other type? If it is something other than GridFS do you have permissions to store files?

I an using GridFS, unfortunately the firewall is out of my control. I saw that the coming version 1.0 has some changes to the upload function. Maybe that fixes it.



You need to know more about your proxy, firewall and Rocket configuration - no one can really help you without knowing some more of the details here.

In your case it is unlikely because the issue is around your current configuration, but you haven’t given us enough details to be able to help you.