After I cleared the setting for my device "my cloud home"

[alimalrob]

Halo everyone, After I did the cleared setting for my device, I lost data for two users. I tried to talk with the support, but unfortunately they didn’t give me any solutions for my issue. You should know I tried the cleared setting twice; the first time I lost data for one user, then I followed the advice from the support; they asked me to do the clear setting for the second time, then I lost data for another user. And now I can access with the two users but all the data are gone, and I can’t upload anything, and I can’t able the local access to the two users.
Anyone know about what I should do?

the screenshot when after I did the first reset I lost data for the user start with “R”

the screenshot when after I did the second reset I lost data for the user start with “I”

[alimalrob]

the screenshot when I try to enable the local access.

[NoPlex]

@alimalrob

This is the first time alimalrob has posted — let’s welcome them to our community!

now I can access with the two users but all the data are gone, and I can’t upload anything, and I can’t able the local access to the two users.
Anyone know about what I should do?

Well done on documenting your first post and thread and welcome to the My Cloud Home (MCH) subforum.

1. This is a documented issue with Clear Device Settings (CDS) sometimes apparently deleting user data.
2. The data is not really deleted.
3. Any Owner and users should have another copy of their data before the owner performed a CDS.
4. The data may be recoverable, but it is not documented AFAIK by WD Tech support.

Please read this thread, it is not supported by WD documentation or Tech support:

User's data not visible after Clear device settings

Hello dr.koh, I have found the solution for your issue, it’s easy. Just delete the user that lost his data, and give him back the access and the data will start appearing after the indexation is completed. Good Luck.