I have been asking support for help on this for over a year and all they ever do is say uninstall and reinstall the iPhone app or do a system only restore on my EX2100. The issue is my EX2100 works fine when I am on my local network but the iPhone app either says I’m offline (not true) or currently only shows 3 of 10 shares. Of course, the shares that it won’t show are all my work shares. So, when I travel I’m SOL Same goes for mycloud.com. Same 3 shares. This all worked fine on OS3.
Can someone that actually knows what they are doing please help me solve this issue? I’m at the point that I have to find a solution or move to a NAS that works.
Well, I am pulling the solution tag off the above. While the names of all my shares did show up with the above, the content has not. 2 days after getting the names working, the share content says “Nothing here yet.” The same with mycloud.com. I’ll give it a few more days and see if this is an indexing issue.
Got a call from support again. This time they say that my backup software (WD SmartWare) is why I can’t see the contents of 2 shares on the iPhone app. BS. Every last share on my EX2100 was populated by SmartWare. Only 2 of 12 don’t show data and, once again, my EX2100 stopped indexing at 57%.
Clearly, WD support has no clue. Anyone want to suggest a real NAS for anyone but WD that works? I have wasted too much time over the past couple of years trying to troubleshoot WD bugs.
It is about time WD looked at how other customer focussed companies provide support. They are one of a few companies that you are unable to contact directly regarding support problems, (having to make contact via a community support forum is outrageous - unless you are willing to pay for support upfront on a faulty product, again outrageous!). They are building so much ill-will and negative opinion with respect to what should be a very good product.
I currently have issues with backup of a MacBook Air to a WD EX2 Ultra NAS drive which appear to have arisen due to the recent disastrous firmware update, and the Third-ware company providing the backup software was very easy to contact. They are actually sending me constant follow-up emails to encourage, guide, and assist me to resolve this issue. They have been very helpful, courteous, professional and timely, and my only issue I have with this software provider is that I would like them to slow down a little while I catch up.
Whereas once WD accept a problem on this forum, WD appear to want to draw you away to a private discussion where the community are not party to the solution to the problem that they force being raised on the community forum. Beggars belief!
What a difference in attitude between the two companies , more surprising given that I believe it is a WD induced issue. Rather than name the specific company, I will say that I have received generous support from Apple, Acronis, Netgear, Systweak, and many others in recent years. WD is a standout in being difficult to deal with.
I feel better now. Not sure that my vent will change anything.
There is no way to send the log via the form you linked. It only takes image and pdf files. So, I emailed it to the last person that contacted me. They changed to a third case #. [Incident: 220309-001039]
