Can't sign in on desktop app

Jgreen95 · April 28, 2020, 5:40pm

Just got my My Cloud home today, I have set it up on my phone and can access it no problem via the app. I can also access it though the Web app.

However when I downloaded the desktop app and go to sign in it just keeps the sign in wheel spinning and nothing happens.

Anyone know how to resolve this?

AustinForest · April 28, 2020, 6:05pm

macOS or Windows?

gregcashen · April 28, 2020, 8:01pm

MacOS Catalina 10.15.4 for me and been having the same exact problem for the last ~24 hours. I’ve had this drive for 9 months or so and never had this problem. It feels like something new.

I’ve rebooted. Uninstalled and reinstalled. Tried different wifi networks. Reset password (multiple times now) and confirmed I can login fine on the iOS app and web, but the desktop app just keeps spinning after entering the password and hitting “Sign In”.

AustinForest · April 28, 2020, 9:00pm

Is it authorised in the security and privacy preference panel?

gregcashen · April 28, 2020, 9:04pm

Yes.

gregcashen · April 28, 2020, 9:16pm

Ok, so I’m not sure if this was an issue on the WD side and it got fixed in the last 20 minutes or if what I did worked, but here is what I did in the last 2 minutes. I first tried uninstalling using the WD Discovery Uninstaller (again), but I noticed that after doing this and received confirmation that it had completed, spotlight still showed it was installed.

So I opened my trusty old CleanMyMacX () and used the shredder to properly uninstall ALL of the WD files, helpers, etc. Then I downloaded the latest installer (again) and reinstalled it. Logged in, and it spun for a bit but eventually worked.

So, ¯_(ツ)_/¯

Ok. Never mind. Now when I try to login, it tells me “Login service unavailable” in red text under the Password line.

grolschie · April 28, 2020, 11:09pm

Same problem here. Cannot log in today using WD Discovery.

However, it’s not showing anything on their Status page.

pedro_pixel · April 28, 2020, 11:47pm

Same here!
Can’t login in the WD Discovery app nor in the browser!
I really need to access my files. All my work is there!
How can we report this problem?

dispatchhodgepressur · April 28, 2020, 11:54pm

Same Problem here… come on WD fix your authentication servers

newbig · April 29, 2020, 12:13am

Looks like the system is back on.

grolschie · April 29, 2020, 12:21am

Yes, it’s back up. Maybe someone had unplugged it to plug in the toaster.

rrmf · May 2, 2020, 9:29am

My desktop icon disappeared yesterday and I can’t log in through the app (it just spins endlessly). Tried reinstalling the app, turned everything off and on several times, did the unfolded paperclip in the back of the box thing, checked all my settings on my computer (iMac running Mojave) as described on the relevant WD support page. I can log in on home dot mycloud dot com and can see the Plex folders and the files in them, but if I use the link through the app (files dot mycloud dot com) it says my email address isn’t associated with a mycloud account. Not happy.

rrmf · May 12, 2020, 6:26pm

Update to the WD Discovery app has put everything back to normal. At last!