As usual, support are terrible and trying to tell me that the HD must be dead.
I call BS because I can still write and retrieve data from the Time Machine Backup folder on my mac.
I’m just unable to access the data written to the network mounted path which is only accessible via the mycloudhome account via the web or apps.
Unfortunately, the drive is not detected but certainly isn’t dead as support suggests.
Any idea within this community on how I can possibly retrieve the data?
Preferably through MAC OS but willing to give Linux a try if needed. Will just need a good tutorial to follow.
I have exactly the same problem. Since October 1st the storage is not anymore visible as cloud, but it is visible on the LAN and Time Machine Backup works.
WD said that there was a problem, and that it’s solved, but in our case it’s not.
Tried several times to reboot without success.
It is not clear to the reader how your problem originated and what changes to the macOS or antivirus such as Sophos or if this is related to the forced security certificate update performed by WDC servers on Fri, Oct. 1, 21. You seemed to have contacted support and their response is inadequate, but have you really explore all the avenues? Did you provide support with a copy of your debug_logs? Is the device under warranty? Will your local retailer support you? Are you in the US and have access to a US retailer and WDC server? Those are all the questions readers don’t know and will be hard pressed to troubleshoot your problem.
When you can reach the Time Machine Backup on the MCH through macOS, you are really issuing a “afp://my local IP” command, that means you can reach the MCH over the LAN and it is responding. That also means you can issure the another command http://my local IP:33284/cgi-bin/logs.sh
such as http://192.168.1.11:33284/cgi-bin/logs.sh which will return MCH debug_logs (1).zip for example to your macOS. That log will give you a lot of information on the state and firmware of the MCH and the errors on the hardware. From there you can troubleshoot the MCH without taking it apart.
All logs have been provided and case reviewed with the simple answer of replace it.
The device has received updates despite not being accessible and I access the drive on the lan side through the Mac OS finder. However it will not connect or mount the private drive through any of the apps.
Mac or iPhone.
I have done all the troubleshooting my side other than a full system reset as there is just under 1tb of files on there.
I’ve searched these forums and read through plenty of articles on the WD site.
Edit: The only thing that happened prior to this happening was a migration and I had upgraded our internet speed.
I have however spent additional money on another router which made no difference.
It is hard to argue with support when they say your hardware is defective, especially if the warranty has run out.
I know you are suspicious of WD support and who wouldn’t be, but it is still possible that they are right and that you have some bad sectors on the HDD which is perhaps more than a few years old and that the bad bad sectors affected the ‘private user space’ and not the SMB or AFP public share of the MCH. The private user space is usually packed with small files and rewritten frequently and that is often the death knell for old HDDs, especially the kind of SMR (Shingled Magnetic Recording) drives that WD unfortunately used in the MCH. The use of SMR is the primarily reason that I preemptively replaced my MCH drive with a SSD eventhough I still had nearly 2 years of warranty left in most of MCHs that I have.
The only advice I have is before you take apart your MCH, test it on the only other OS that supports it - that is pull out your Windows laptop or borrow one and install WD Discovery on it and see if you can access the MCH that way.
Error 2864 [7] occurred at disk power-on lifetime: 9780 hours (407 days + 12 hours)
When the command that caused the error occurred, the device was active or idle.
After command completion occurred, registers were:
ER – ST COUNT LBA_48 LH LM LL DV DC
– – – == – == == == – – – – –
40 – 51 00 00 00 01 9b 5f f0 48 40 00 Error: WP at LBA = 0x19b5ff048 = 6901723208
Error 2863 [6] occurred at disk power-on lifetime: 9780 hours (407 days + 12 hours)
When the command that caused the error occurred, the device was active or idle.
After command completion occurred, registers were:
ER – ST COUNT LBA_48 LH LM LL DV DC
– – – == – == == == – – – – –
40 – 51 00 00 00 01 9b 5f f0 48 40 00 Error: UNC at LBA = 0x19b5ff048 = 6901723208
Don’t want to give you any false hope here and I am no expert in data recovery from hard drives, but some reading of the subject suggested that this is due to the SATA cable (no such cable in the MCH) or SATA controller on the mainboard - which means if you shuck the MCH HDD and plug it into a PC SATA port where the PC can also boot from a USB-Linux recovery flash drive, you may be able to get a lot of data back. A proper SATA port is much better and faster than a USB-SATA adapter that you can get for $30. Any PC desktop with two SATA ports from the last 5 to 8 years would suffice and you can often get one fairly cheap on Ebay or Good Will thrift shop for $50 to $75.
You should also read the kernel log from the debug_logs.zip and search for ‘ata-1’ and take a picture of what HDD you have in your MCH. This way you can also make a claim against WDC for putting such a crappy drive in the MCH. See this thread here:
