Do you still have problems with MyCloud Access? If so, I might not have the solution but may clarify some thing. First off, mycloud.com is a 3rd party service run by Western Digital. In short, it manages access to your local device via the internet which is a completely different thing than accessing it from your local networkt (LAN). So, if you have access from LAN but not from mycloud.com it’s mostly WD’s fault as the service is unreliable and has been down over and over again within the last four weeks (just searcht the forum for the complaints …).
However, some users report that setting cloud access in your admin dashbaord to manual has solved the problem for them. This can be done under settings > cloud access > configuration > manual but (!) requires a task called port forwarding in your router to work. In short, you must forward port 80 (http) and 443 (https) to the corresponding services in your wd device. (This is, what the support agent was mentioning). Just google for a tutorial and learn more about it, it’s not much too much complicated …
However, in my opinion I would rething my choice of Western Digital and either replace mycloud.com service with Nextcloud (here is a tutorial, advanced skill required) or return the devices if possible and buy something else (at least this is what I’m going to do).
Glad if this helps a bit.
