Now on my second MyCloud unit because level I and II tech support could not determine the problem after 6 + hours of my time, I installed/set-up my new unit, applicable apps and WD SmartWare and everything went smooth until about 2.5 hrs after the backup had started. The problem with the first device originated when WD SmartWare would not recognize the MyCloud so I thought that the second unit must be good sinceI had made it to the point where WD SmartWare had recognized the drive and started a backup, I now had a working unit that would perform as intended.
Unfortunately, the backup lasted all of a couple of hours and only moved a small percentage of my data and WD SmartWare has once again lost connection with the device and no reset of the router or device is helping it show up. As a consumer, I am very unhappy and about to throw in the towel thinking this is simply bad software for a good product but would be willing to attempt to work through the problem if we can make progress and get the software doing its job.
Hello JV2Be, welcome to the WD Community. Sorry to hear you had a bad experience with support, note that
this is not the typical or intended experience with the product and provided support. Can you share more information about the troubleshooting steps you tried? There are several external factors that can cause problems, like Antivirus or Firewalls that might be blocking Smartware.
Hello jubei04, please understand that support has been great attempting to determine what the problem is and I have spoken with a gentleman by the name of [Deleted] that has committed to helping try to figure out the problem. The two previous calls I have made to support [Deleted] has simply not resulted in a resolution to this problem and by all accounts, it appears as if it is nothing more than a software issue with WD SmartWare. As it appears by the various threads about the software, I am surprised that there has not been more done to fix the problem correctly instead of on a case-by-case basis.
Currently I am scheduled to talk with [Deleted] on Monday and I am hopeful that he will be able to get me up and running to be able to fully utilize this product.
