When trying to access my cloud from remote locations it wont connect and i get prompted with a message : " Failed to connect to device ", i try loading it via online and it shows the device is offline, even though i know its online after contacting family members to check the status of the device. ive check the settings via the admin panel and remote access it enabled
it usually works after i restart the drive but its only a temporary solution 
any tips would be appreciated
How are you trying to connect remotely; via My Cloud mobile app or otherwise?
tried via mobile app, desktop app, and via web
mobile app displays error saying device is offline
desktop app displays:
on the web device shows as offline until restart
If your Cloud Access was turned on in Dashboard Settings, perhaps it got turned off. So, in Dashboard, go to Settings/General and find Cloud Access in this section notice Cloud Service is Turned ON, if not then turn it ON. Below that it will now show Connected. (refresh screen if necessary) Now, you should be able to connect remotely.
All this is explained in the complete User Manual for your device, which I hope you have for reference.
The steps in this article may help pinpoint the issue
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