I don’t think there is a user called @WDStaff, so I’m not sure there’s any point linking it… The user who replied to you earlier is @SBrown, who is a member of WD staff. I’ve no idea if this will generate a response; maybe you have to say it three times…
i assumed that all users on the group would be notified (didn’t really want to be a pest to individual users) but you might be right… will give them another day if no one comes back will then go after individual users…
dont get me wrong, i have nothing against @WDStaff but i think i’ve been more than polite and tried all options to my knowledge and skill before coming here.
i would even prefer to keep this issues in a private chat with someone in order to get walk me through what needs to be done (couldn’t find a chat room on official WD site )… i would even settle for someone saying “we don’t have a clue why this happened and the firmware downgrade won’t fix it”… some feedback…
only email contact after submitting the case. Got this person in charge of my case and when i was not getting an answer from him i asked, not demand, to get a replacement device…
the very next day this other person came back saying that the 1st guy was not there (xmas annual leave or whatever) - well thanks for letting me know that my case is resting in someone’s desk until he comes back god-knows-when -
So ok, the guy asked me if i wanted to escalate the case, i said yes and gave him an update of the situation with a few screenshots… and guess what… never heard from him again either… if i had to guess i would say that he went on holiday too… but the point remains… NO BLOODY FEEDBACK NOR REASSURANCE,
im only getting results by coming here and being a T**at, because after 12 days im still stuck with an expensive WD paperweight and the only progress made was thanks to non-WDStaff members…
as you can imagine im fuming…
I feel your pain…
Having looked over the thread again, can I just check how you’re accessing the MyCloud to play videos/? It looks like you’re using either the WD Desktop app on the PC, or the WD Mobile app on a phone. Is that right? And these give the same error. But when accessing via your smart TV (using DLNA? Or file server access?), it works fine?
And your normal player on PC and phone, when accessing via WD app is VLC?
So, what happens if you access the MyCloud using File Explorer, and open a video file with VLC? (either open the storage device from 'My Computer", or map a network drive (which is by far the best way of accessing the MyCloud with a PC on the local network; the app is only a last-resort method for remote access, IMHO)).
In either of the apps, have you tried changing the method by which the video files are opened? I wonder if the apps have ‘forgotten’ what player to associate with video files.
Spot on @cpt_paranoia,
i know i could use file explorer to access from PC desktop (mapping the drive i think it is called), i tried that but cant get it to work (didn’t want to mess about with the drive without the proper knowledge) so i use the desktop app, i know is not ideal but gets the job done with decent speed so i left it as that.
while i was moaning about this i got an email from WD support with a fix, cant say or post it here but suffice it to say that it took me 5 sec to get the video to play again… HUUURAYYY…!
i agree with you on mapping the network, i tried and failed once and didn’t want to brake it on the 1st day. will now do some research on how to map the network.
I would like to apologize for my temperament and aggressiveness to @WDStaff . i really feel that im right but you are not responsibly for my predicament, sorry to push you guys arround to get this fixed 
will come back is this fix is not permanent… BEWARE… 
Oh, and special thanks to @Bennor, for pointing me in the right direction… twice
[quote=“ANGEL_VIANA, post:24, topic:188335, full:true”]
i know i could use file explorer to access from PC desktop (mapping the drive i think it is called), i tried that but cant get it to work…[/quote]
Can you elaborate more on why it isn’t working using file explorer to map the My Cloud? What specific error is being generated by Windows when you attempt to map the My Cloud? Can you map the My Cloud using it’s IP Address (usually obtained from the network router’s administration page DHCP server client list section)?
Errrrmmmm… why not? Is it a secret?
The whole point of this forum is to share information and solutions. Like we’ve been trying to do. It seems a bit off if you can’t reciprocate…
The most common problem encountered is with Windows’ limitation on usiing mixed credentials when accessing network drives: you have to map any MyCloud shares (including Public) as network drives using the same MyCloud user credentials. It’s a shame that WD’s instructions don’t make that clear.
They have provided some troubleshooting steps but this information is CONFIDENTIAL. So we ask you not to post these steps on any forums/social media or anywhere at all. Just consider it as unique troubleshooting step for your particular issue which is very rare.
i agree with you… its unfair, and i know im not the only one with this issue but thats why im not posting it…
i agree… but considering that i could get better performance and now where and how to refer for support (sarcastic emphasis on HOW) and the information can be found online i will give it further research and another go…
Thanks for your input 
I failed to see your question here :)…
i will get back to you tomorrow with a full report… thanks again for your help
