Bennor and JoeRandyTX, please stop recommending fixes that are not valid. The issue is on Western Digital’s end. Western Digital making changes and working on things is probably what got your files to show, not setting the ports manually and port forwarding. You will end up having people mess things up worse for themselves. The issue is not our devices or setups.
Mine was port forwarded from the start. I changed it to auto and back; as well as disabled and re-enabled it. The device “connects”, but Western Digital’s end is broken and thus still does not show files. The local dashboard is fine, it is just Western Digital’s website and API’s that are broken.
The phone app started to work last night, but it lasted just a little while… That is because they are fixing and breaking things while trying to figure out what the issue is. Using very unprofessional methods and probably putting our files at risk, but at least they seem to be trying. There is proper ways of handling this type of thing and Western Digital is doing a horrible job.
No problem, the issue has gone on for 3 full days for me. I called Western Digital the first day and they acknowledged it is an issue on their end. I called again today because they asked me allow them up to 3 days to fix it and today is the start of day 4 for me. Some had the issue before and others after; it was not everyone at once.
Today they said they needed more time; that the engineering team has not reached back out to the customer service side about it. Also, that it is “a global issue” they are facing.
Last night I received an email that they were closing my case from the first day I called because they had not heard back from me. Well that was because they said to wait! I made it clear to them the issue is still there and that the case was not resolved in any way.
I also pointed out, several times over the past few days, that for 4 days they have had the status page https://status.mycloud.com/os3 falsely showing that everything is up and running fine. Makes me wonder how many other issue they didn’t disclose there. I wouldn’t of bought Western Digital if I knew it was going to be so undependable.
CEO of Western Digital retired on March 9th and the My Cloud issues start on March 9th. I was starting to think it was hacked, but now that I see the CEO retired the same day the issues started… it makes me wonder if the CEO, since 2013, leaving or the new CEO that came in has anything to do with the entire My Cloud service becoming unusable.
Maybe they went to block his access when he left and ended up breaking things because they made changes to things they shouldn’t of.
Don’t know what to tell you. At the time the manual option was working previously when the auto method wouldn’t two days ago when it came to remote access. WD indicated the problem was fixed yesterday. Now with this latest problem all remote access is down. So at the time I made the suggestion it was a valid option. Now it’s not as something else appears to be non functional on WD side.
As a later post indicates this issue should cause one to look into other (backup) options when it comes to remotely accessing the My Cloud. Setting up a VPN server is one such alternate method. That way one isn’t dependent on WD and can access their network independent of WD and any issues their services are having.
Incorrect. It was not “working”. It might of worked for a few people, but it was never a working fix. Today is day 4 and I had mine forwarded prior. They mistakenly stated it was fixed because a few people said that making the change fixed it, but it did not fix it and is why they reopened it as still having an issue. I was told multiple times by Western Digital that this is a global issue that has been going on and today is the fourth day. They also stated that they still do not know what the cause is.
As for setting up a VPN and stuff. Western Digital is selling this product with the mycloud.com service as part of the system. The fact that does not work means they are selling broken devices that do not perform the features they are using to advertise and sell it. Their service needs to be dependable. The FTC fines companies millions for this type of thing all the time.
I have also told them that I am giving them until Monday before I file formal complaints.
Keep in mind the WD people posting in this forum, the phone support and the actual engineering team are completely different departments. Also, that the engineering team has not updated the customer support techs…
Yea, that’s the most annoying part. Some one from WD should keep updating what is going on, and let us know at least… I just bought ex2 on Tuesday, this makes me feel I bought a broken product… The worst thing is I don’t have the receipt, I can’t do the return and get my money back
It was working at the time even if only for a few people so it was a fix for some (even if only one person). What it does suggests is that there may be two separate issues on WD end. The manual option worked for the first issue (on 3/10), but WD introduced a second (more serious) issue when attempting to fix the first issue. Or WD shut down remote access all together on their end some time after 3/10.
One can continue to complain while they wait for WD to fix the issue, or one can bypass the WD problems and setup a VPN server and move on with having remote access to their My Cloud. Certain consumer routers (Asus for example) have the embedded option for enabling a VPN server. Or one can use free options like OpenVPN (https://openvpn.net/) to setup a VPN server on their local network. Or one could even enable FTP (as insecure as it is) for remote access (port forwarding within the router). Or one can see the various past discussions on using SFTP on the single bay My Cloud.
One has options for remote access other than just sitting around waiting, or complaining about WD in these subforums, or “filing complaints” (what ever good that would do).
On a side note, any time one’s NAS (WD or others) relies on the manufacturer’s server side for remote access to one’s device there will always exist this issue of the service going down and being out of the end user’s control. At least with more expensive NAS options there exists the option for alternate methods of remote access that don’t rely on the manufacturer’s servers.
Yes WD should have someone updating what happening. It should be noted that the EX2 and other multi bay My Cloud models may offer other methods of remote access. Like using WebDAV or FTP with SSL/TLS. See the user manual for your device, it should have more information on other methods of remote access and how to enable them. One typically would have to setup port forwarding within their network router for some of these alternate remote access methods.
Incorrect. It was not working. If it was working it would of worked for everyone that did it. I did not work for everyone. If “it” work to fixed a few… then that is not what got it working for those few. The first issue was not fixable by end users. When WD tried to fix it, they broke more stuff.
Setting up a VPN is irrelevant. Western Digital sold a product with a service included. If they do not provide that service, they are committing multiple crimes in the US.
In regards to your statement of “One has options for remote access other than just sitting around waiting, or complaining about WD in these subforums, or “filing complaints” (what ever good that would do).”
What good that does is the States and Federal government will investigate the issue and how WD is handling it. If and when found in the wrong they will fine them. A lot of times the people wronged by the company are compensated.
US customers have the option to file formal complaints with the FTC and state consumer services. Just because you don’t know your rights as a consumer doesn’t mean everyone else can’t exercise them.
What specific United States laws is WD violating for not timely fixing an advertised service? Can one still access their My Cloud remotely without using the MyCloud.com web portal or the My Cloud mobile apps? The answer is yes. One can use FTP (as insecure as it is). The multi bay models may have additional possible methods of remote access. Not to mention most companies don’t offer 100% guaranteed up time on their consumer level services, they typically say they make a “best effort” to provide full time service. Like it or not that’s the argument most companies make when their service goes down for short/limited time.
Irrelevant or not there are other options one can use as they wait for WD to fix things on their end. If one doesn’t want to pursue those options that’s their choice. Shrugs. Others, including myself, will choose otherwise and continue to access our My Clouds remotely with very little inconvenience while waiting for WD to fix things on their end. Yes setting those options up may take some time/skill. But it provides a backup for when the WD remote access service stops working. A service which has gone down, for relatively short periods of time, more than a few times in the past.
Everything else you offered doesn’t change anything right now. Lawsuits may help in the future, may compensate some (mostly lawyers) in the future, may eventually (like Asus) force the company to change their practices with their firmware in the future, but nothing changes what is happening right this minute. Using VPN or FTP (SFTP) is something people can do right now to get some form of remote access back or to have as a remote access backup at some future point while they pursue other avenues with WD.
Your response tells me you have no knowledge of US law or consumer laws at state or federal levels. I am not here to teach you US law, nor did I mention the word lawsuit.
Consumers have the right to complain, especially when they pay for a product and/or service. The federal and state government investigate things like this all the time and fine companies. This has nothing to do with filing lawsuits.
LOL OK what ever. But in the mean time the service is still down. You can choose, as unpalatable as it may be, to use an alternate access method or not. Choice is yours. Or feel free to continue to complain and hope some WD person is actually reading these subforums. Again choice is yours. Carry on.
On a side note, for the love of god if any WD persons are reading these threads, at least update the OS3 support page to accurately reflect these outages. Looks really bad to have a multi day outage and have your outage site (http://status.mycloud.com) state the service is up and no outages since last September. (Face palm!).
I just checked MyCloud.com and it is down again. Juicebox, zjyfrank17, and Bennor thank you all for keeping the threat alive. I do believe all of you are correct and attempt to get this straighten out. WD does need to step up to get this fixed and keep all of us up to date, appropriately. Left and right hand need to get together on this… I rely on MyCloud for my small business. This is not cool…
This outage should serve as a valuable learning experience that people should consider looking into having additional secure methods of remote access up and running for My Cloud devices they rely on for their business or for critical data.
I stumbled upon this forum as i too were having the same symptom being brought up here. none of the solutions here help however i was able to find a video along with e a article that seems to at least get me able to access AND download my files from my drive using the browser interface. i made an account just to pass this along to you all.
Current Date/Time:March 14 2020 / 3/14/202
Method 1: Add a Windows Credential for your WD My Cloud account
The simplest and most widely effective fix for this issue is to simply add a Windows Credential for your WD My Cloud account to the credentials list on your Windows 10 computer. To do so, you need to:
Right-click on the Start Menu to open the WinX Menu.
Click on Control Panel in the WinX Menu to open it.
In the Control Panel, locate and click on Credential Manager.
Click on Windows Credentials.
Click on the Add a Windows credential link in the top right corner of the list of Windows Credentials.
Type the name you gave your WD My Cloud device into the Internet or network address bar, the username of your WD My Cloud account in the Username bar and the password to your WD My Cloud account in the Password. Click on Save.
Close the Control Panel.
Restart your computer, and when it boots up, you will be able to seamlessly access your WD My Cloud account.
Method 2: Fix the issue using Registry Editor
If Method 1 does not work for you, which is highly unlikely, this issue can also be fixed by editing your computer’s registry and adding a certain DWORD (32-bit) value to a specific key. To successfully gain access to your WD My Cloud account on a Windows 10 computer using this method, you need to:
PRO TIP: If the issue is with your computer or a laptop/notebook you should try using Reimage Plus which can scan the repositories and replace corrupt and missing files. This works in most cases, where the issue is originated due to a system corruption. You can download Reimage by Clicking Here
Press Windows Logo key + R to bring up a Run
Type regedit into the Run dialog and press the Enter key to open the Registry Editor.
Navigate to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\LanmanWorkstation in the left pane.
Click on the LanmanWorkstation key to display its contents in the right pane.
Right-click on an empty space in the right pane, hover over New and click on DWORD (32-bit) value.
Name the new DWORD value AllowInsecureGuestAuth.
Double-click on the new value and, in the dialog that opens up, change its value to 1 and then click on OK.
Close the Registry Editor and restart your computer, and when your computer boots up, you will be able to successfully access your WD My Cloud account without any issues.
Method 3: Network Reset
This method has been widely reported by users in the comments to have worked for many on Windows 10.
Hold the Windows Key and Press I
Choose Network & Internet
Make sure Status is selected in the left pane.
Scroll down and choose Network Reset, and confirm by Clicking Reset Now.
