Can't Connect to the Device

[Domainer]

I am really tired of this…

Every single external hard drive I buy fails.  I sent my firewire Seagate back on warranty, but it will still disapear from the desktop for no reason.  I grabbed a Maxtor Central Axis, and I never got that one to work, I think the drive is dead.

So I went out and grabbed a WD My Cloud 3TB.  I know my username and password.  But I cannot log in.

Is it because I downloaded SmartWare Pro and tried to use it?  I have no idea where/how to put the activation code in.  I kept trying to log in to the MY Cloud device and it wouldn’t take my username and password to make it the target backup device.  

It says that the device is locked when I go into the WD My Cloud software.  I put in my username and password, put then it says that it cannot connect to the device.  

Like, What?  

I did notice that it was using a network address of \WORKGROUP\logonname

I don’t think that the device is actually on the WORKGROUP - that is something I started just recently.  

I have logged in with the network address of \devicename before, using my logon name and password.

This is just so frustrating.  It seems that SmartWare has changed something.  I was logging in fine, before I downloaded SmartWare.  

What is the local or web address I can use to login using a browser?  

Anyways, any ideas for me?

I go through these drives like crazy.  I just want ONE that will work.  The reason I am reinstalling everything is because my last hard drive crashed and I have literally been trying to get a backup system in place for years now.

And now I am starting all over anyway.

[Domainer]

OK, so now I am in on the WD My Cloud application and I can see my files.

I still need to figure out why SmartWare won’t allow me to select the WD My Clous NAS storage device as a backup target.

I am under the impression that there has to be a SmartWare directory on the root of the hard drive?  

Can I make a directory in the root?  Or do I have to use the URL I used to use to manage users/files?

What is that URL?

Where does the activation code go?

I just recently bought this thing a couple months back and am still trying to get it to work.  I think I am close, but no cigar.  

Any help out there at all?

[Domainer]

OK…

I am in the WD My Cloud app.  I have access to the WD My Cloud 3TB NAS device there.

I use the same username and password to login using the SmartWare backup program, but I cannot log in to activate it as a target backup source.

So I tried accessing it through Windows Explorer using the same username and password as I successfully used to get in with the WD My Cloud application and it refuses to allow me access.

This just does not make any sense to me.  

According to the WD My Cloud app I should use the same info in windows explorer to access the drive under the Newtork devices section (where it shows up just fine), but it does not work.

[lluna]

Hello, when you say that the smartware is not allowing you to select the My Cloud as a source, do toy mean as a destination? Because the My Cloud is not designed to be the source of the backup but the destination.

[Domainer]

Yes. Not the Source, the Target (th3 Destination).

I was simply using the language in the WD My Cloud interface.

It is crazy. The device says I need to log in below it. But I can sometimes log into a directory on the root of the device woth the dropdown menu. But I cannot login wiith SmartWare selected. I do not have a SmartWare directory in the root of the device, though. Could that be the issue?

But in WD My Cloud app I cannot create a new directory or add a new user.

I used to be able to manage the users in my browser. There was a URL I could go to and login to the device and I could do all sorts of stuff.

There was a lightbulb icon installed the first time I ran setup, a cloud icon, and maybe another cloud icon.

I never understood how to get the backups going after the first install.

I don’t think I ever installed SmartWare the first time. I didn’t know I was supposed to. The thing doesn’t come with a CD. I could create users, but couldn’t get a backup program working.

Since then the HDD crashed. I knew it would, I bought this thing to back it up and never could.

So now I have to do a fresh install. I got the SmartWare program. But I cannot get SmartWare to access the device. I don’t understand why.

[Domainer]

Is there supposed to be a Smartware user and directory?

[lluna]

Is there anyway that you can take an screenshot of what you are seeing, because honestly I dont quite get it.

[Domainer]

Yeah, sure.  I’ll do that tonight.  

Whoops… looks like tomorrow.  But yeah, I can do that.

[Domainer]

OK…

I finally got Photoshop installed.

But now I can’t access it at all.  It’s not showing up anywhere.  Not under the Computer Devices (‘My Computer’ under Network):

WD My Cloud says “Cannot Connect to This Device” before I can even enter my password.  After entering my password, it is listed in previously connected devices, but trying to connect to it fails with the same message…

WD Quick View shows the device, Used: 0% and Temprature Unkown:

WD Smartware still has pretty much the same problem as it is always had…

When I click on the WD Cloud icon/picture and login, 

I no longer have access to the Backup and Retrieve tabs…

Nor do I have access to the device.

Now, SmartWare Pro is acting the exact way that it always has.  But I was always able to see the device in my network, before.  WD My Cloud would always allow me to login, just not SmartWare.

At one time Smartware had a drop down menu that allowed me select  something else besides ‘SmartWare’.  

After boot-up, the device always goes to a Blue LED, but then it always stays there.  I do not have it set to automatically check for updates or backup.  But the hard drive never powers down.  It is always spinning and making noise.  It actually makes it very hard to get to sleep (once I am asleep, I am OK, but it really is annoying and makes it hard to get there).  

In the online manual, it says it is supposed to power down the hard drive and the LED is supposed to change colors showing it is in Stand-by mode.  It never is, the disk platters are always spinning, making noise, the green connection light is always flashing in the back.  It is so busy that I think someone must be doing something to it.  But it isn’t me, I don’t even have access to it.

As I have said, there used to be more icons on my desktop after installing the software.  Now all I have is the WD My Cloud icon.  My Cloud, Smartware Pro and Quick View are under the Western Digital folder in the Start menu, but I used to have a lightbulb icon when I installed it the first time.  I believed that when I double-clicked it, it would take me to an admin place through the browser.  

Also, I cannot access the drive if I use its IP in the web browser.

So it’s dead, right?

When I installed it on this new, fresh install of Windows 7, I went to login and register it again WD told me that it was out of warranty, but I only have had it a few months.  How long is the warranty supposed to be?

[Domainer]

If the images I used above are too small, I put them in an album on imgur…

http://imgur.com/gallery/Ceht6

Thanks.  -DP

[lluna]

Hi there, as I can see on the images you might have something blocking the device from being recognized, like the antivirus or the firewall on the computer.

On the smartware you might want to try putting the ip address of the drive a backlash and then the user name, so it should look like this: ipaddress\username (192.x.x.x\lluna_polanco)

[Domainer]

This is growing more difficult. Now the WD My Cloud drive does not show up in WD Smartware at all.

I have already done a screenshot, but now my computer has no access to the internet whether I use my wired or wireless connections.

Obviously, there may be an issue with the network. But, I am accessing the internet through wifi on my phone. So is my son and wife.

I have already configured Webroot to allow WD My Cloud and Smartware access to the internet.

Just turned off the Firewall in Webroot.

No, something is wrong with this computer’s access to the internet, perhaps the network, I have to address that, now.

When it rains, it pours.

[Domainer]

Alright, I had a virus.  WebRoot let it through.  So I went back a couple of AEOMI backups on the FreeAgent drive.  I uninstalled WebRoot (I paid good money for it, too) and I installed something else.  I’ve bee reinstalling stuff, still don’t have my Explorer configured.  I just reinstalled Photoshop to do the screenshots again…  

As you can see from the screenshot above, I can log into the WD My Cloud through Chrome.  I got the URL for the ‘Dashboard’ through the WD Quick View, which now identifies the drive and says it is 21% full and the temperature is OK.  

But the WD My Cloud software still cannot access the WD My Cloud drive.

WD My Net View software shows only one issue, that I am running anti-virus software.

I have WD Discovery, My Cloud, Quick View and SmartWare identified as NOT blocked from the internet in the Windows Firewall.

WD Discover finds the WD My Cloud drive and identifies it quickly, now.

WD Smartware sees the drive again, but I still cannot log in to the drive, not as any user.  

However, at least it can see it again.  But the WORKGROUP address is all wrong.  Me and my son are setup on HOMEGROUP, I don’t believe the WD My Cloud is actually on a network ‘group’ address…  

So, I just don’t get it.  What the **bleep** am I doing wrong?  This doesn’t make any sense.  I think there is something wrong with the drive.  Right?

[Domainer]

lluna_polanco…

Where do you get that kind of option in the SmartWare program?

Thanks!  -DP

[Bennor]

Domainer wrote:

But the WORKGROUP address is all wrong.  Me and my son are setup on HOMEGROUP, I don’t believe the WD My Cloud is actually on a network ‘group’ address…  

You should make sure both the PC and the WD MY Coud are using the same workgroup name. You can specify the workgroup name in the WD My Cloud UI interface at: Settings → Network → Network Workgroup → Workgroup Name.

It is also advisable to configure the WD My Cloud to use a static IP address and have that IP address in the same IP address subnet as the rest of the devices on the local network. For more information on how to configure the WD My Cloud for a static IP see the WD My Cloud User Manual, in particular the section called “Changing Network Mode from DHCP to Static” under Chapter 10, Configuring Settings.

[Domainer]

OK…

Everyone is in the WORKGROUP home group now (users and the WDMyCloud).

Unfortunately, I still cannot connect with SmartWare or any other backup program.

When I ping the IP everything is good…

(Blurred the IPs and Host Name for security issues, of course)

But I cannot connect to the WDMyCloud NAS drive device with a regular backup program (such as AOMEI Backupper or Windows Backup or WD SmartWare) using the IP or hostname on the network (using the hostname that both ping -a and My Net View report as the IP’s hostname).

(examples:

182.148.2.198 or

\182.148.2.198 or

\WORKGROUP\182.148.2.198 or

WDMyCloud.hostprovidername.net

\WDMyCloud.hostprovidername.net)

AND 

I went to change the Dynamic IP addressing to a Static IP and noticed that the Dashboard didn’t have a Mac Address for it…

(Removed the IPs and hostname because of security)

But the WD My Net View software does report a Mac Address for it.

That said, WD My Net View reports its status as healthy.

Anymore ideas?

Just call Tech Support, I suppose?  The fact that a Mac Address doesn’t display worries me.  But now I am back where I was.  I can log in to the WDMyCloud device with the Dashboard in the Chrome browser and with the WD My Cloud software, and it shows up with ping and WD Quick View, Discovery, My Net View and SmartWare softwares.  I simply cannot login to do a backup with WD SmartWare, AOEMI Backupper or Windows Backup.

And obviously I need the thing for backups, not only on this system, but on a few computers (if I can just get started here I am probably golden once I know how to get this going on one computer).  

Thanks for your help.

[Bennor]

Domainer wrote:

 

(examples:

182.148.2.198 or

\182.148.2.198 or

\WORKGROUP\182.148.2.198 or

WDMyCloud.hostprovidername.net

\WDMyCloud.hostprovidername.net) 

Don’t know about others but not all pictures are loading from your prior posts. Anyway what is the private local network IP address range you have set the WD My Cloud and the rest of your devices including your router/gateway too? If your using the 182.x range listed in the “examples” you should be aware those are NOT private IP addresses.

Generally the IPv4 private adress range is as follows:

• 10.0.0.0/8 IP addresses: 10.0.0.0 – 10.255.255.255.
• 172.16.0.0/12 IP addresses: 172.16.0.0 – 172.31.255.255.
• 192.168.0.0/16 IP addresses: 192.168.0.0 – 192.168.255.255.

Typically people use private addresses in the 192.168.1.x range or the 10.0.0.x range.

[Domainer]

Yeah…

I used “For Example” addresses.  

I just randomly changed every number.  The reason is simple, I am a web designer and I know what it feels like to have a website hacked.  I sure as heck don’t want my drive hacked, or any of my family’s computers hacked.

I also know what it feels like to have a virus.  

I am simply just trying to reveal enough information for someone to help.  I didn’t realize there were specific IP ranges for certain things.  I was simply changing the actual numbers in my address so that I didn’t have to fight another malware attack two days down the road.

So no, I am within the range of one of your given ranges, as far as the IP goes.

Thanks, though.

[Domainer]

For when the images don’t load here, I have the 100% images at:

http://imgur.com/gallery/Ceht6

I will be adding some more there tonight, but I have to turn the power off so I am shutting down now (installing a new ceiling lamp).

Thanks… DP

[Domainer]

Content Scan (in the WD My Cloud Dashboard) does report there is an Error under ‘Content Scan’ on the Home page.