Can't access new My Cloud

My Cloud OS 3 Personal & Network Attached Storage My Cloud
21

I know it sounds crazy, unexplainable even, but that’s exactly what I did. I tried it as directed on the very short instruction list and it would NOT connect or find the my cloud hard drive. I tried about 6 or 7 times and it just kept saying error. My blue light was well lit and solid every time too. I went to bed and just left the hard drive on with blue light solid. I put my macbook in sleep mode and I went to bed. When I woke up and opened up my laptop, I closed the my cloud app on my computer and re opened it and re tried the steps one by one. When I clicked the last step that said “Next” it found the my cloud drive and I continued from there with a successful set up.

Nina

www.stylenina.com

22

I am dealing with the same exact issue. Sat with support on the phone for over an hour. None of my wired devices are read on my router (netgear wnr2000v3). Blue light on the drive, blinking lights on both the router and the drives backs and nothing. Can’t even get through the first step of the setup.exe file. 

I need help or I will crawl out of my skin and ditch this drive. Thought this was going to be great, but it is turning into a product nightmare. 

23

open up command prompt, type:  ping wdmycloud

you should get a reply with the IP address.  open your browser and go to that IP address, done.

24

Maybe check on the latest JAVA update first. I had a problem accessing it too. I update JAVA abd then it worked. Hope this helps.

25

Yea none of those suggestions have worked. I am not sure if I need to like restart my router or not. The router won’t read my PC when connected to it either or my drive. Unsure as to what to do. 

26

Bull**bleep**,

Mine bricked in 5 hours, they apologized and sent another one the next day. You just have to use phone, and not email support.

27

I could not agree more, after talking directly with support on the phone, we were up and running in no time. They will walk you through the problems.
The only issues we have now is connecting using the ipad app is **bleep** (through wifi, it does work, but poorly) and you cannot access remotely from the ipad because it requires java. So it is a bit limiting. But before this box, we tried the ReadyNAS, it was completely unusable. WD is by far a better product. Each time they upgrade the firmware it gets better. I think their problem was shipping a beta product. Like companies have been doing for decades, nothing new there. Good luck all.

28

ValleyPeach: use the My Cloud app for iPad. No java needed.

1 Like
29

I have had the same problem today.  I was able to reset it by removing the power supply, the cable to the router, wait for 2-3 minutes, plug it back into the power and router, then with my trust paper clip I reset the drive.  It is now visible though my dashboard and time machine.  I don’t know if this method will help for anybody, but it worked for me.

30

Should have read this forum before i decided to buy this device… Here’s my story and answer. I bought the 4TB My Cloud device. Eagerly got it out of the box and hooked up, installed the setup software, installed the WD My Cloud piece, all smooth. Launch Dashboard … nothing. Not on IE, not on FireFox, not on Chrome, not on Safari, this was on my MAC. I could get to the shared drive and the twonky server like most described but no way was i getting the dashboard. Did the same install on Win7 as i read that MAC had some compatibility issues, and got exactly the same results on Win7 machine.

The previous answer about powering it off and disconnecting and hooking up again got me thinking. It didnt work for me, but there’s a reset pin at the back. Did a factory reset (power off, push the reset pin and keep holding for at least 40 seconds while you power on). After the factory reset and the blue light came on again, i reinstalled everything on Win7 and Dashboard worked fine this time round. Did the same reinstall on MAC and worked there as well. Happy to have gotten it going now but it was a crappy few hours working it which WD could have made it a lot smoother.

1 Like
31

Quick Background:

DEVICE #1
-Bought the 2TB my cloud device 1 week ago.  Installed and encountered 2 problems.

1st error:

"There seems to be a Problem 

We’ve detected that you may not be able to: 

X Copy files to or from the device 
X Access the device remotely 

These issues can usually be fixed with a quick call to WD Support."

2nd error:
I couldn’t add/save an email address for any user I created.  It kept on giving me the error…
“This email account cannot be deleted.  Make sure your device is registered and your network connection is functioning properly, and then try again.  (250010)”

===============================================================

SOLUTION
Call 1 - Guy instructed me to flush dns through cmd.exe.  Didn’t work.  Did a physical reset with a pin.  Didn’t work.  Did a factory restore through the UI/Dashboard (took over 15 hrs).  Didn’t work.

Call 2 - Guy tried all sorts of things to make it work.  Didn’t work.  Gave me an access code to another my cloud device to make sure it wasn’t my computer’s issue.  It wasn’t.  I could access his my cloud.  Said it was probably something wrong w/the device.  Asked me to return it for a new one.  I did.

DEVICE #2
Same errors.

Call 3 - Guy told me those errors I see were just firmware issues.  The device should be working.  (Ha, yeah right).  Asked him if saving an email address for a user was important.  He said yes bc you need an email to access remotely – the whole point of a cloud device.  Was trying to figure it out w/him then got d/c.

Call 4 - Went through the whole story again w/this guy.  Tried all sorts of things (resetting, etc.) before he said he needs to “escalate your case”.  Gave me a diff. number to call.  855-842-5370.

FINAL (and REAL) SOLUTION

Call 855-842-5370 apparently it’s their Advanced Support line.  Do that or ask the regular support person to “escalate your case.”  It’s the Advanced Support guys who really know what they’re doing.

The guy’s name who helped me was .  He was excellent.  Super patient.  Super knowledgeable.  He even said he’d seen the problem before and knew what to do!  Why didn’t they give me his number sooner???!!!

Anyway, here’s how he solved it:

 

First I needed to DL a program that would allow him to remote access my computer.

On the UI/Dashboard he went to Settings >> Network >> Network Settings >> switch to “Static.”  From there he ran ipconfig on cmd.exe and tweaked my settings a bit.

We rebooted the system a couple of times and it worked.  We tested saving a file and remote accessing it with my mobile device.

Bottom line:
Am I happy it was solved?  Yes.
Am I confident using WD products?  No.  I’m VERY wary of this thing bugging on me.  But if it does I know the right number to call.  

 

 

32

Had similar problem using the Windows setup program.

The setup program can found the drive in the network but still pop up “There seems to be a problem…” during the setup process. Also couldn’t access the dashboard using http://wdmycloud but I can access the page using IP address ( http://xxx.xxx.xxx.xxx/UI)..) So finally can set it up using the webpage and so far it works except I need to access it using IP address instead of http://wdmycloud.

33

Had Exactly the same problems , none of the above solutions work, this products setup instructions and support are dreadful.

Ive struggled to get this drive working for too long now and  its either faulty or Im doing something wrong, but either way the support from wd is abysmal,& clearly  Im not the only person struggling to get through to the “right” person.

(not that I should have to)…

Simply put they don`t deserve my custom - drive going back for refund

Next time WD put  proper INSTRUCTIONS in, and you may get my custom.

34

I ran into the same issues as everyone else.

Spent half the day trying to get my laptop to recognize the WD.

I don’t quite understand the one comment that they use their browser to access the cloud drive, I don’t know about anyone else, but I’d sure like my laptop to do automatic backups of my hard drive. The problem being, when I attempt to map the drive in “My Computer,” I’ve yet to find a way for the computer to recognize the drive in the Windows backup application.

Finally, I just installed the cloud drive “Smartware” software and manually backed up the files in my computer!

I’ve been able to install the app on my smartphone and manually backup the files on my smartphone. Heck, I’ve even signed up for a Microsoft “OneDrive” on the smart phone, that automatically uploads all the photos I take on my smartphone as I take them.

Maybe if Western Digital gave Microsoft a call to see how they’re able to do it, because quite obviously you’re unable to do resolve the problem!

35

I had the same problem… Discovered that the IP address the drive installed with changed.  Logging into the router as ADMIN and looking at the DHCP I could see this.  Then I could see how to assign a permenant IP address to the WDMyCloud drive and set it to the IP address it was originally installed as and all went to working.

Alan

36

Same issues, I can access My Cloud through the web interface, I can ping the device but I can’t connect to it via Explorer. 

I intend use it on multiple networks, I had set it up on one network which worked fine but now does not work on my home network. I’ve already copied data on and wouldn’t want to lose it. I’ve tried on DHCP first and then tried a static ip address which at least get me the web interface (had to set it to the same ip as on the first network even though my router had assigned another ip to it).

Please help… 

37

I have had the problem of no access through Explorer. I can access the dashboard and use the WD Mycloud app. Spent many fruitless hours on the phone to WD support in Holland. Final outcome - they advise to return the device!

38

Hi There,

I have still 9 out of 10 time trouble to remote access my 3TB my Cloud.

At my home network it work 90% of the time ,but as soon I 'm outside my network or overseas I’m at most  able to connect once or twice then no access any more. (Failed to connect to the device).

I did also a fixed IP and all other recommended things mentioned here in the comunity, but still haveing this issue.

Now i feed up and think this was an absolute waist of money.

Hope WD staff read this and do something as this issue persist since this **bleep** is on the market.

WD please tell me where i can give this back as the shop where i bought it refuse to take it back (the guy said they know about this issue …???) 

Any return point for refund in Bangkok Thailand ?? Let me know where I can return it ,to avaid more  disapointment .

thank you

39

I have had the same problem with a mycloudmirror 6tb. No access through explorer, but I can acces through the wd my cloud application, but it is horribly to open images. Does anyone have the solution?

This is what I am getting

mycloudmirror.jpg
mycloudmirror.jpg796×600 55.9 KB

40

remove wd app from pc and mobile device,then type [http://192.164.x.xxx(ip](http://192.164.x.xxx(ip) of the wd my cloud device)…upgrade fimware.