Can't access to "My Cloud" using mobile app outdoor

WD Software & Mobile Apps My Cloud 3rd Party & Mobile Apps
1

Hi,

I used to access “my cloud” mobile app using my iphone 6, iOs 9.3, using 3G or foreign wifi access.
yesterday I tried to that and got “Drive offline” message.
While connecting to “my cloud” mobile using my home wifi I can access to all my files.
What went wrong?
How can I fix it?

Thanks
Nir

2

Try again. Per the announcement yesterday there was a planned outage that potentially affected remote access…

http://community.wd.com/t/mycloud-com-planned-maintenance-on-july-19th/171314

3

I tryed even now, July 20

1242×2208 51.2 KB

attached a print screen from my iphone

4

Have you tried using the MyCloud.com web portal to see if the My Cloud can be accessed remotely?

Have you tried accessing the My Cloud Dashboard, turning off Remote Access waiting a few minutes then turning it back on? Sometimes that clears up the inability to remote access the My Cloud.

5

I tried to connect MyCloud.com

after signing in, this is the message I got:

1403×664 47.5 KB

I tried to use the link “Accept your device’s security certificate” and the page was unavailable.

regarding turning off Remote Access,
I will try later.

6

Hi NIR_PEARL,

I wouldn’t bother with the remote access toggle it will make no difference i’m sure!!

I have a 2TB and 3 TB mycloud and i get this all the time but only when accessing via a PC and it can be either drive that displays this error and is listed as offline.

However if i go to exactly the same page on my iPad i get access to both devices no bother.

I get the same unavailable page if i follow the link and am still unable to connect on the PC.

I have connected WD Support regarding this and have got nowhere, i got more tips and info from reading posts on this forum.

I would love a fix for this so if anyone has cracked this please help.

Andrew

7

Turning Remote Access off then back on will reestablish/restart the Remote Access tunnel. That tunnel can become corrupted or broken if the IP address of the My Cloud changes or if the broadband IP address to which the My Cloud is connected changes. Further one can check the Remote Access setting to see if the connection status indicates the connection is in Relay Mode or Port Forwarding mode.

Generally it is often better to have the My Cloud use Port Forwarding rather than Replay Mode. To setup port forwarding one may need to access their router and enable or configure port forwarding (typically ports 80 and 443) to the My Cloud.

8

I am unable to use app on cell phone. I get can not access device and I even signed out and back in and get the same error message. Seems to be right after the maintenance yesterday

9

I turned off Remote Access waiting a few minutes then turned it back on, and it is finally working again!!!
Thanks a lot for your help!