Hello.
We have an office in Brazil who use a Western Digital My Passport 0820. One of the user’s can usually access all the files on this 2 TB drive from his phone. Now he can’t.
I logged into the Admin Portal and went to Settings > General
Remote access is set to “On” (it was off when I first connected). I expected this to fix the issue but now it hangs on “Retrieving information…”
Sometimes it will just fail as well. I Googled how to fix and someone said turn off the Remote access option, turn off NTP service, reboot and turn both back on.
I did this and the Cloud Remote access did say connected for a while but then it just failed a few minutes later.
I made a SSH connection to the device and I can ping from it with no issues.
I don’t know what this WD device is trying to connect to exactly though when the Remote access is on.
I’ve rebooted several times with no luck. I read somewhere that you can go to Settings > Utilities and then do a “System Only” restore. I understand this will leave all the data intact but change all shares from private to public, remove admin password, and put all device settings back to default.
I am concerned about the networking though. I have already saved the Config file ahead of time.
If I do a System only reset, Will I still be able to access this device on the IP address I’ve been using (http://10.84.0.51/UI/)
As I am trying to troubleshoot this remotely I can’t lose connection to it.
I also read somewhere that you can try and set the Network mode from DHCP to Static. I could put in all the IP information manually but I don’t know why that would make a difference.
It could also be the Firewall I suppose. We have a Zyxel in place. If I knew what could potentially be blocked while this WD device is trying to contact the cloud I could put a rule in place.
Any ideas on the best course for troubleshooting this issue?
