I looked over the forum for my problem but could not find anything similar.
Our network is very simple - cable modem - wireless router with 4 Ethernet ports - and 3 computers. Probably like many of your homes/businesses. Out of the box the instructions are simple enough. Go to a page, click on download, install, hookup to Ethernet port on router, scan for devices.
Did all of that - 20 times. No device found…
Call tech support. From there it got dicey.
“First can we turn off your firewall?”
“Run arp -a on a command prompt”
“Run ipconfig”
“Change from DHCP to static”
“Type in this address”
“Scan for devices”
“Hmmm… could you call your internet provider and see if they know what the problem is?”
ARTYUIOIUGFGHJHUJHKFUYIG(UHJ!KI(*&()@RIKLJMJD!!!
90 minutes of this **bleep** went on and in the end I don’t have a storage device, I don’t have LAN connectivity, and I am NOT a happy camper with Western Digital.
My “network” has worked fine for the past 12 years. This CS guy had my go into the config files of http://wdmycloud and make changes there. As I recall we set it to static and used Googles server 8.8.8.8 or something like that as well as subnet and IP addresses he gave me.
When it was all over, I still did not have a storage device. But, here is the kicker. All 3 computers (2 desk and 1 laptop) were now kicked off the network with LAN. The laptop has built in wifi so I disconnected the LAN cable and wa-la! Back on the internet.
Hence, his suggestion to me to call Suddenlink and see if they can fix it now…
Ok, I’m scratching my head now – you say you are able to log into the Cloud’s Web UI on your network, but your subject line says you see it on your network.
If you’re able to get to the Web UI (which means it IS visible on the network), exactly what is not working?
Let’s just say for the sake of brevity - it never worked.
I went through 90 minutes with level 1 last night and just wrapped up a level 2 (I presume) today that went another 2 hours.
At this point we are at a crossroads where he cannot log on with his desktop but he can with his mobile Android. He took some screenshots and is working towards a solution.
3.5 hours so far working with people that are MILES above me in knowledge for this kind of thing.
But, I have calmed down because there is something to be said about excellent tech support and even though we are not “fixed” yet, I appreciate the effort the most.
when you say the network has been fine for 12 years, does this mean you have the same router etc as 12 years ago?
do you know if the router is providing DHCP service? can you log into your router ti see if it shows the mycloud connected. If so try pinging the IP address from each computer
No, it is on it’s 3rd iteration. (B - G - N) Pretty much plug and play swap outs. But, this configuration that blew up last night had been in play for the past 2 years with zero issues.
Today, the level 2 removed the static IP and set the cloud back to DHCP as is the rest of my network. We also did a hard reset on the router, modem, and cloud and that was able to get the device visible.
Again, we are still encountering remote logon issues, but at least it is heading in the right direction.