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Offline

This situation has no error code. It is shown in the Account tab, not as a chat error.

What you see​

In the Account tab:

  • Can't reach OfficeLabs
  • "You are still signed in on this computer."
  • Two buttons: Try again and Sign out.

A chat request that cannot reach the service may instead show Service unavailable.

Cause​

The background service on this computer is running, but this computer cannot reach the OfficeLabs service. Typical causes are no internet connection, a proxy, VPN or firewall that blocks the service, or a short outage. A network error does not sign you out: your sign-in is kept. The app checks the connection again when you open or return to the Account tab, when you choose Try again, and on your next request (no more than once every 30 seconds). Only an explicit rejection from the service signs you out.

What keeps working offline: LibreOffice itself and your documents.

What needs a connection: chat and document edits from the sidebar, signing in, and billing.

What to do​

  1. Check your internet connection by opening any website.
  2. If you use a proxy, VPN or firewall (common on company networks), make sure it allows the OfficeLabs service. If your IT team needs the addresses to allow, ask support through the contact page.
  3. Choose Try again in the Account tab.
  4. Do not choose Sign out unless you want to end the session on this computer; you would have to sign in again.

Nothing in your document is lost by a failed request.

When to contact support​

Contact support if you are online, other websites work, a proxy or firewall is not involved, and Try again still shows Can't reach OfficeLabs after 15 minutes.

Use the contact page on the OfficeLabs website, and include a description of your network (home, company, VPN or proxy), the time it happened, and the launcher log files. See Collecting logs for support for where to find the files.