After I installed 04.01-00-408, I no longer receive an email of the info level events. For example, I run a daily safepoint that does post a successful completion status on the web page for the device, but even though I have the device settings for alerts set to “all” I get no email. I can send and receive a test email to the configured email account, but I don’t get one when the scheduled safepoint is created. Any insights?
Hi,
Have you tried disabling the option for the email notifications and enabling that again?
If you need any assistance please see page 87 of the user manual.
http://www.wdc.com/wdproducts/library/UM/ENG/4779-705103.pdf
Thanks for the suggestion. I had tried changing the alert level w/o success, so now I’ve set notifications off, logged out, logged in, then set notifications on for all alerts, then logged back out. I then logged back in and ran a manual update of the Safepoint. That update posted a status on the device web page, but I haven’t gotten an email yet. I tried sending a test email and that still works.
Would there need to be a cycle of info alert generation while the notification was turned off, before turning it back on again?
Edit:
I tried turning off the email notifications and running a manual Safepoint update then turned email notifications back on and ran another Safepoint update, but the results are the same; no email. Test mail still works.
Although I originally thought it was just the info notices that were not being sent, I went through my email trash looking for a warning notice that was listed on the device web page after the firmware upgrade, but I couldn’t find that email either. So it may be that none of the alerts are being sent anymore. I don’t usually see any critical or warning notices except for an occassional network link (code 1002) alert, while the info alerts get generated at least once a day for the Safepoint update.
Just checked the device web page and noticed both an info and warning alert were generated in the last 12 hours and I did not get an email for either event. I just tried “send test email” with the existing notification settings and received it within 30 seconds. I had been getting both info and warning alerts with firmware version 04.00.00-607.
I had some unexpected free time this morning so I tried a system restore to get the emails working again. That did not work either. After the restore, I tried a manual Safepoint update which completed w/o error and generated an info message in the Dashboard Alerts panel. However, the email has not shown up. I sent a test email from the Settings/NotificationsConfiguration page which was received correctly.
Same here, I no longer receive email notifications 
@lifeisfun, thanks for the reinforcement! I was starting to think I was the only one using (and now missing) this feature. I’m going to try opening a “support case” and see what happens with that. I doubt there’s an instant fix, would expect to have to wait for a firmware release.
I’m having even worse problems after updating my firmware. Externally I can’t connect to the drive. It just stalls out and then says “Failed to connect to the device”.
At home I have the drive mapped as a network drive in Windows and have no issues accessing files through the typical Windows explorer window. However, the device’s web UI sometimes won’t come up and all and when it does it is s------l-----o------w!!!
I have rebooted the drive in an attempt to magically fix it but that hasn’t resulting in any lasting improvement.
I really like the concept of this device but it seems like I spend just as much time trying to keep it running as I do actually using it… Further, I’m to the point where I really don’t trust any new firmware that WD tries to push. It doesn’t seem like any of this is thoroughly tested before release.
Anyone else having UI or remote connectivity issues after this firmware? Everything had previously been working fine for ~2 months prior to this.
Publow wrote:
I’m having even worse problems after updating my firmware. Externally I can’t connect to the drive. It just stalls out and then says “Failed to connect to the device”.
At home I have the drive mapped as a network drive in Windows and have no issues accessing files through the typical Windows explorer window. However, the device’s web UI sometimes won’t come up and all and when it does it is s------l-----o------w!!!
I have rebooted the drive in an attempt to magically fix it but that hasn’t resulting in any lasting improvement.
I really like the concept of this device but it seems like I spend just as much time trying to keep it running as I do actually using it… Further, I’m to the point where I really don’t trust any new firmware that WD tries to push. It doesn’t seem like any of this is thoroughly tested before release.
Anyone else having UI or remote connectivity issues after this firmware? Everything had previously been working fine for ~2 months prior to this.
You might get more timely assistance if you post in a more closely related topic or create a new one. Try navigating to the WD My Cloud Community then search Community for a string like “access dashboard”. Look for results that have “WD My Cloud” in light gray to the right of the topic - there’s a lot of discussions about this particular topic. There may even be a solution there that works for your specific configuration/environment. I think you’re kinda hijacking this one :cry:
I received a response to an email support request that suggested a manual firmware install with email notifications turned off before starting the upgrade. As it turned out when i went to download the firmware file, there was a new version available so that’s what I used. When the new firmware came to life, I turned notifications back on, but “send test mail” did not work. I tried rebooting with the notifications on, but still no test mail. I turned notifications back off, then shutdown, re-powered the device, turned notifications on again, and no test mail came through. I think I will let it sit overnight, let the safepoint run on its normal schedule and see if I get email that way. Maybe there’s an external mail server involved that’s down for now. Otherwise, I’ll respond to WDC email support for other ideas.
Same here. No more mail notifications… :confounded:
Hi guys, can you please confirm if you experience the same problem after updating to the 4.01.01 firmware update?
Firmware Release 4.01.01-413 (11/19/2014)
Yes, the problem persists with version 4.01.01-413. Even Send Test Email no longer works. I have an email support ticket [Deleted] open with Stephanie that I updated a few minutes ago with this result. I’ll post any suggestions I get from WDC.
Do you want to change topic title to include new version or add this thread to a new one? Don’t know enough about the board to know if I can do that on my own.
Thanks merckxist, we have passed this along to support.
I have the same issue and am using version 3 still!
Did you ever get email from version 3? If so when did it stop working? I’m asking since the email was working for me w/version 04.00.00-607. Perhaps its an external (to version upgrade) event that is causing the problem.
Same here, it is very annoying: WD2GO sais, my cloud is offline - while I can still access everything from the home network. Same on android app.
Reboot fixes for a short while (few hours then remote access disappears (yes router port forwarding is still set correctly) again.
This update also had problems with recognizing the external USB with my safepoints. And of courese, no emails sent out…
With the previous firmware I had no problems.
jubei04 wrote:
Thanks merckxist, we have passed this along to support.
I did get a call on 11/24/14 from WD Level 1 support regarding this problem. The tech had me check for spam filters on my email to verify the alerts weren’t being blocked. He also had me add another email address to see if my ISP (Comcast) might be blocking the traffic. Neither my Comcast nor gmail account received a test message. At that point he told me the problem would be escalated to Level 2 and asked if it would be ok for them to call me. I agreed to accept further support calls and that was the end of the call.
Since that time, there have been no more calls. I checked my case status online and noticed that it has been closed. Optimistically, I’m hoping this means that there is no user-side change to fix this problem and that (eventually) a firmware upgrade will be released that corrects this situation.
@jubei04, thanks for also contacting support. You got a kudo click for that, but I’ll wait until its working again to click ‘Accept as Solution’.
Edit:
Even though I checked for an email notification after today’s Safepoint update (used to produce an info email alert) and didn’t have one (or any since the original post), I haven’t tried a Send Test Email since the WDC call. So I tried it and it worked?!?. So I’m back to the same situation as the original post, i.e., test mail works but actual events do not produce an email. So both recent firmware versions (4.01.00-408 and 4.01.01-413) are now behaving the same way.
I have been speaking to Level 2 support for a couple of days working through some additional fixes. The final remedy was to attempt another manual firmware upgrade and then RMA the device if the firmware re-install didn’t repair the problem. I was supposed to get a callback an hour later to deliver the verdict. I performed the firmware (v04.01.01.-413) re-install which ran without error, but the problem persisted; no test email and no event email. When the callback didn’t happen as scheduled, I started experimenting with settings I don’t normally change from their default values.
When I tried enabling remote access, the emails started coming through. I only went as far as to set Remote Access ON to get Connection Status Ready. I did not configure any accounts on wdmycloud.com. I also configured Connection Option to Manual and did not configure Port Forwarding on my router. My only concern at this point is the Relay Connection that I don’t understand, but I’m hoping that the absence of remote user authorization on wdmycloud.com will disable that path, as well. I’m just using the device as local NAS and don’t want or need to enable remote access. On the outside chance this tweak only needed to be done once to get the email started, I set Remote Access OFF, but the emails ceased to come in until I set it back to ON.
When I got my callback today, I reported my “discovery”, but I also expressed my concern that I had never needed to enable remote access to get the email working in the past (before v04.01.00-408). The support Technician said he would forward the results of my workaround to the Development group for a “possible correction” in a later firmware release (that’s a paraphrase in spite of the quotation-for-emphasis).
If I could give this a yellow checkmark for “workaround” I would, but green is the only choice for “resolved”. I really don’t think the final resolution should require any dependence on Remote Access and I could find no mention of such a requirement in the user manual.
