We’re satisfied with this MyCloudEx2Ultra, it works perfectly within the office network. The MyCloud access has been set up 2 years ago, and it worked, as expected.
Until recently, due to the COVID-19 some people had to work from home, and they cannot login to files.mycloud.com - they get a generic error screen, saying “Cannot connect MyCloudEx2Ultra”
Here’s the strange part: when testing inside the office network (just a simple router from Verizon), the MyCloud Access ALWAYS work. Never stop working; when testing from outside the office network, it doesn’t work, regardless choice of browsers/OS (windows 7/10/Mac OS)
I already have the firmware manually updated to 2.31.204, which is the latest up-to-date. So yesterday I rebooted the device. Right after reboot, people test from their home, and reported that MyCloud access works. Great!
After 4 hours. When I got back home, tried it again, Not working! Same home network, same computer, worked 4 hours ago, not working 4 hours later
I’ve reported this issue to WD Tech Support, and got a ticket number here: Reference #: 200326-000909
But so far the only reply I got is a generic resource page: https://support-en.wd.com/app/answers/detail/a_id/4148/kw/remote%20access/track/AvOArwqzDv8S~RVNGpke~yJjb7cqvS75Mv_J~zj~PP9A, which means nothing to me
My question is: how come right after reboot it worked for several hours, then stop working 4 hours later?