Hi Guys,
I can shed some light on a couple of things:
- Support has absolutely no “automatic” access to your My Cloud or operating system. Due to the more complex nature of the My Cloud, we can request remote access from a user in order to assist supporting them. However, they have to allow us to access their system in order to do this; which by definition means that they are giving us permission to do so.
- When support requests a log file from you, it actually goes to product people for review to determine what might be going on inside your drive. Support really isn’t doing anything with the file. They’re just passing it along. I apologize if the process seems a little sterile. I will pass this along for the support agents to be made aware of. We should definitely be more appreciative of your willingness to help.
