More Info Needed - The WD My Cloud is Disconnecting from the Network

WD Community,

In an attempt to get better information on this particular issue, the My Cloud disconnecting from the network, we are asking the community for more help.  Please, if you have issues with the drive disconnecting, can you provide us with further information based on the list below?

For users reporting the device disconnected, what exactly does the disconnecting mean to you? 

Does it mean that you…

  1. Cannot find device from the Explorer
  2. Cannot Access the Dashboard
  3. Cannot Access device thru My Cloud App from the Same network
  4. Cannot Ping the Device
  5. The My Cloud IP address is not present in the Routers routing table

Clarification : What firmware are you presently using?  If you are not using the most current firmware release, 3.03.02, you may want to update to it.  We found that the performance degradation issue may have been one cause for the network disconnect issue. 

Whatever additional details you can provide may also help us with your particular issue. 

  1. Router Name and Model
  2. Is the My cloud connected directly to the router
  3. How often does the device disconnect
  4. Does it disconnect after a specific set of actions
  5. LED color when offline
  6. From the Dashboard

    1. Content Scan Status
    2. Capacity usage Details:

      1. Free Space
      2. Videos
      3. Tracks
      4. Photos
      5. other

New!

  7. ISP
  8. Internet type (Cable/DSL/fiber/etc)
  9. Backup/NAS software on computers? (Smartware, Windows Backup, Time Machine, QuickView, etc.)
  10. Antivirus software on the computer?  If so, provide details.
  11. Firewall software on the computer?  If so, provide details.
  12. Is there a USB drive attached to the My Cloud?  If so, provide details.
  13. Are you willing to work with WD for additional debugging / log gathering efforts?

Note: Please keep this thread on topic.  Otherwise, we may have to move or remove your replies.

3 Likes

Hi, Bill,

Thanks for paying attention to this issue. Let me be the first one to share my details.

My Cloud (4 TB, p/n WDBCTL0040HWT, s/n WCC4E0372284) disconnecting from the network and I:

  1. Can’t find device from the Explorer
  2. Can’t access the Dashboard
  3. Can’t access device thru My Cloud App from the same network
  4. Can’t ping the device
  5. The My Cloud IP address is present in the Routers routing table (in DHCP Server settings the IP address assigned to My Cloud is contained in the interval “Lease Pool Start” to “Lease Pool End”).

Additional details I can provide may also help you with my particular issue:

  1. Router name and model: THOMSON TCW770 (more here)

  2. My Cloud is connected directly to the router, yes (also tried: connecting directly to Mac, other different LAN inputs in the router, other different LAN cables - no effect)

  3. The device disconnects every 20-24 hours of working

  4. Does it disconnect after a specific set of actions: sometimes when not appealing to it foк several hours, sometimes during watching videos from My Cloud on TV, sometimes when copying files - many very different situations when it disconnects unexpectedly

  5. LED color when offline: continiously blue, not blinking

  6. From the Dashboard: further info not specified because I’m not able to connect my device through Dashboard when it is disconnected

  7. Content Scan Status

  8. Capacity usage Details:

  9. Free Space

  10. Videos

  11. Tracks

  12. Photos

  13. other

Hope this helps and WD specialists will fix this annoying issue very soon.

Disconnecting, for me means all of those things. When my My Cloud “disconnects”, I cannot find the device through explorer, the web interface, through the My Cloud app, or by pinging. I must confess to not bothering to check the router’s routing table.

I use a Linksys E3200 router. The My Cloud is connected through a generic 10/100 switch to the router. The My Cloud is set to have a static IP address. The device would disconnect anywhere from 30 mins to several hours (8 hours was the longest “uptime”) after starting. It took no specific set of actions to disconnect – it would happen on its own. The LED colour was always solid blue while disconnected.

This happened both when the content scan was active and not. Also when the DLNA and iTunes servers were active – or not. Also when the Cloud Access was enabled – or not.

On the previous firmware (3.03.01?) the only thing that made it stable was adjusting the vm.lowmem_reserve_ratio setting to ‘16 16’ from ‘1 1’. In the current firmware (3.03.02-165), it has been unconditionally stable without any modifications, uptime now of 4 days, 21 hours. The device has 270 GB of video, 170 GB of music, 220 GB of photos, 140 GB of “other”, and 2.9 TB free.

A>

Same issue here, applies even on Vanilla Device FW: v03.03.02-165 Disconnect Symptoms: 1-5 Energy Saving mode is ON Info: 1. Router TP-Link 1043 2. Yes 3. every night 4. after all access clients are powered off (night) 5. Blue 6. 3.4TB free (of 4TB) just some pics and videos on the NAS

It means that the drive is completely unreachable: unable to ping, unable to connect through explorer / finder, unable to connect to it through the browser (Dashboard), and has to be switched off by plugging out the power cord.

(just happened with my second 3TB MyCloud, but has not been happening for weeks now except for this time).

  1. Thomson cable router TWG-850

  2. No; via Gigabit ethernet switch

  3. I have 2 MyClouds. One was acting up every day or two for the first week then stopped for the next two months (and hasn’t done this since). The second one went offline within the 12 hours of being unpacked while still empty, then not for weeks, then again today (it is running the latest firmware03.03.02-165).

  4. Difficult to determine. For example, this time it went unreachable during the night when there was no network activity at all (all the computers were off, no backups or Safepoints were scheduled…).

  5. Steady blue (always).

  6. Content scan should have been idle on the one that went offline during the night (as no new media was added to it and scan was idle last time I checked); capacity usage on the one that went offline last: free space 2.5 TB, videos 1.3 GB, music tracks 56 MB, Photos 50 GB, Other 400 GB. It is currently being used for TimeMachine and SmartWare as well (but computers were off when it went offline).

In most cases that I can remember, the drives became unreachable when they were not used (while I was out etc.) i.e. there was no activity from the local computers. 

Hope this helps.

  1. Cannot find device from the Explorer - Just get an error than the drive cannot be mapped as I have given it a drive letter
  2. Cannot Access the Dashboard - No, error in Chrome that the device is not responding try reloading
  3. Cannot Access device thru My Cloud App from the Same network - ditto
  4. Cannot Ping the Device - How do I do this?
  5. The My Cloud IP address is not present in the Routers routing table - It is present when I open the router web-page
  6. Getting the 165 error code - Don’t know what is this?

Whatever additional details you can provide may also help us with your particular issue. 

  1. Router Name and Model _BT home hub 3

  2. Is the My cloud connected directly to the router To the gigabit port

  3. How often does the device disconnect - Every night and sometimes during the day, eg I was using it yesterday lunchtime and it was gone at 4:00 when I wanted to access it agaim

  4. Does it disconnect after a specific set of actions -No it just vanishes , presumably after a period of disuse

  5. LED color when offline - Blue

  6. From the Dashboard _ It is innaccessible untiil rebooted, just get an error in Chrome that the device is not available, and 

  7. Content Scan Status _will rescan after the reboot and say it is ok

  8. Capacity usage Details:

  9. Free Space 2.2Gb

  10. Videos About 100

  11. Tracks - 30000

  12. Photos - 40000

  13. other -Backup of my file

  14. It did this when I bought it, then I updated the firmware to the last release and it worked perfectly for the whole period until the current firmware installed. It would not install correctly, the device became stuck. I Had to reboot using the reset switch and it took many hours before it worked again, and I had to put all the users back in from scratch and set up remote access again.

Does it mean that you…

  1. Cannot find device from the Explorer - Network Error: Windows cannot access \WDMYCLOUD</font>
  2. Cannot Access the Dashboard - No, wdmycloud could not be found
  3. Cannot Access device thru My Cloud App from the Same network - No nothing
  4. Cannot Ping the Device - Request Timed out
  5. The My Cloud IP address is not present in the Routers routing table - Yes it is there
  6. Getting the 165 error code - No

Whatever additional details you can provide may also help us with your particular issue. 

  1. Router Name and Model - Plusnet Technicolor TG582n

  2. Is the My cloud connected directly to the router - Yes

  3. How often does the device disconnect - Every night and long periods of inactivity - didn’t even complete my Backup last night

  4. Does it disconnect after a specific set of actions - Only after periods of inactivity

  5. LED color when offline - Steady Blue

  6. From the Dashboard

  7. Content Scan Status  - Idle - all checked ok

  8. Capacity usage Details:

  9. Free Space 3.7TB

  10. Videos 4.8GB

  11. Tracks 68MB

  12. Photos 79GB

  13. other 190GB

  14. Firmware v03.03.02-165

  15. Diagnosis OK

This problem seams to have been going on for a while, whish i had had found this before i purchased this item last week.  Looks like there isn’t going to be any resolution offerd by WD in the near future. Should I just return the drive for a refund?  Is anyone from WD actually interested and taking note of this thread??

Well as WD initiated this thread at least they are looking into finding a solution. My Brothers MyBook drive is perfectly stable, which is why I bought this one so this looks promising that action will follow for this relatively new product.

Dear Bill,

 

My “WD My Cloud” is 3Tbytes and is made in malaysia.

The Firmware is not update to last version. The actual version of my firmware is: 03.03.01-156

The initial version was not this. I just made an update only.

 

By older version, and this version of firmware (03.03.01-156) my device has disconnected two times during the last week.

 

while disconnected their status is as follows:

 

  1. Cannot find device from the Explorer (the network is no longer the disc)
  2. Cannot Access the Dashboard (by Chrome, and Firefox the message is the same: address not found)
  3. Cannot Access device thru My Cloud App from the Same network 
  4. Cannot Ping the Device
  5. The My Cloud IP address is present in the Routers routing table but not have ethernet connection.
  6. Although it is no longer accessible, the drive does not show any problem.

Whatever additional details you can provide may also help us with your particular issue. 

 

  1. Router Name and Model: Technicolor TG582n (software ver. 8.4.4.J)
  2. YES. My cloud is connected directly to the router.
  3. How often does the device disconnect: two times during the last week.
  4. Does it disconnect after a specific set of actions NONE
  5. LED color when offline Fixed blue
  6. From the Dashboard
  1. Content Scan Status : Scanning
  2. Capacity usage Details:
  1. Free Space: 2,9 TB
  2. Videos 39GB
  3. Tracks 1.3 GB
  4. Photos 14 GB
  5. other 12 GB

Note: Please keep this thread on topic.  Otherwise, we may have to move or remove your replies.

I sincerely hope that you manage to solve the problem.
My Cloud is in my opinion, an excellent product and part disconnected from the network, I have not encountered any other problem.
I will not upgrade to the latest version, though, if this will not be verified and no problem.

Horus

Hi All,

Please note the clarification I made in the original post.  It is important if you are using an older firmware.

Bill_S

Device: WD My Cloud 4TB (product of Thailand)

Firmware: v03.03.02-165

Router: TP-LINK TL-WR1043ND

My Cloud is directly connected to the router

The device disconnect at least once a day (I cannot reconnect it during the day because I am at work)

LED color is blu when offline

Content scan status: -

Free space: 3.7 TB

Video: 18 GB

Tracks: 78 GB

Photos: 51 GB

Other: 51 GB

Hope this helps.

Thanks,

M.

My new WD My Cloud (product of Thailand) has been nearly perfect for almost 5 days, and then the My Cloud locked up while I was checking it out and running top this morning in an ssh session, and awaiting the beginning of a Safepoint process with less than 31 seconds to go before it was to have started to see how much CPU it would use.

Top Stopped working at 6:59:29 AM or just thereafter, I had just scheduled a Safepoint for 7:00AM because the one overnight said on the web interface that the last one run was at about 5PM  yesterday evening, so I thought that was weird.  The only active process was convert which was going through my pictures making 1024x1024 thumbnails it would have seemed.

Also note that yesterday afternoon I turned on the Drive Sleep feature for the first time.  I had been keeping this off due to the reports of locking on the forum and decided that things were stable enough to try.

To add to the issue, the Safepoint did run according to the email that the system sent to me last night:

Event description:Your safepoint MyCloudThePriceFamily1 on the external share on WDMyCloud was updated successfully.

Severity:Info

Event code:2102

Event time:02-04-2014 12:03:28 AM

Convert was doing something like this at the time:

convert -size 1024x -define jpeg:size=1024x1024 etc.

All of the following were true at lockup time.

    1) Could not find device from the Explorer
    2) Could not Access the Dashboard
    3) Could not Ping the Device
    4) The My Cloud IP address was present in the Routers routing table

Router Name and Model - AT&T Uverse 2Wire see details below

  1. Is the My cloud connected directly to the router - yes

  2. How often does the device disconnect - first time since I bought it last Wednesday

  3. How often does the device disconnect: Once so far

  4. Does it disconnect after a specific set of actions - hard to say,I was within less than a second of a Safepoint beginning

  5. LED color when offline - Solid Blue

  6. From the Dashboard    - But of course it was locked up to at this point, but it did say:
           Content Scan Status - Idle
           Capacity usage Details:

Free Space:

Filesystem      1K-blocks      Used  Available Use% Mounted on
rootfs            1968336    513012    1355336  28% /
/dev/root         1968336    513012    1355336  28% /
tmpfs               23056       340      22716   2% /run
tmpfs               40960         4      40956   1% /run/lock
tmpfs               10240         0      10240   0% /dev
tmpfs                5120         0       5120   0% /run/shm
tmpfs              102400       164     102236   1% /tmp
/dev/root         1968336    513012    1355336  28% /var/log.hdd
ramlog-tmpfs        20480      5304      15176  26% /var/log
/dev/sda4      3841069352 325498492 3437524796   9% /DataVolume
/dev/sda4      3841069352 325498492 3437524796   9% /CacheVolume
/dev/sda4      3841069352 325498492 3437524796   9% /shares
/dev/sda4      3841069352 325498492 3437524796   9% /nfs/Public
/dev/sda4      3841069352 325498492 3437524796   9% /nfs/Randy
/dev/sda4      3841069352 325498492 3437524796   9% /nfs/David
/dev/sda4      3841069352 325498492 3437524796   9% /nfs/Olga
/dev/sda4      3841069352 325498492 3437524796   9% /nfs/SmartWare
/dev/sdb1      3845678096 633754332 3016574568  18% /var/media/external

Music Tracks: 9931    Pictures: 36626    Videos: 741

    New!
   7. ISP: AT&T Uverse
   8. Internet type (Cable/DSL/fiber/etc): Uverse DSL
   9. Backup/NAS software on computers? (Smartware, Windows Backup, Time Machine, QuickView, etc.): Smartware on one so far only used it once. Usually use Linux.
  10. Antivirus software on the computer?  If so, provide details.: Usually use only Linux, but have one Windows machine using AVG Free, was not even on at the time of the lockup
  11. Firewall software on the computer?  If so, provide details.: None
  12. Is there a USB drive attached to the My Cloud?  If so, provide details.: WD My Book 4TB
  13. Are you willing to work with WD for additional debugging / log gathering efforts?  Yes tell me what to collect.

I had three Windows executables in my personal directory and media serving was turned off on all directories except for Public. I also had a single SmartWare backup from a PC that has been offline for days.

/var/media/external is a 4TB My Book drive for saving Safepoints only.

I did notice that the system was using a few MBytes of swap, which I had not seen before.

All web browing and internet remained available to my other Linux machines during the WD My Cloud lockup.

My router specs:
Two Wire AT&T Uverse Router with wireless
Model     i3812V
Time Since Last Boot     59 days 4:23:06
DSL Modem     8.4.C

Additional Notes:  I have updated to the latest firmware as a result of this event and have been up for a little over two days.  I have also turned off the Drive Sleep mode as someone else reported success with this change.

Further notes:  After running for 4 days, 5 hours, and 22 minutes, without incident on the latest firmware, I brought back the lockup by turning on the Drive Sleep mechanism.  I turned Drive Sleep back on  because I wanted to make sure it could work without a lockup before my 14 return period ended.  At 4 days, 16 hours, and 48 minutes the top that I had been running from my Linux desktop locked, but I suspect that it really was having issues earlier as it would not respone to access by my Nexus 7 yesterday evening before I went to sleep.  So on my WDMyCloud drive sleep is seemingly related to the lockup.

1 Like

For users reporting the device disconnected, what exactly does the disconnecting mean to you? 

Does it mean that you…

  1. Cannot find device from the Explorer:  Access from Explorer OK
  2. Cannot Access the Dashboard: Access to Dashboard OK
  3. Cannot Access device thru My Cloud App from the Same network: Access from My Cloud App using local network OK, No access when using iPhone and AT&T, gives “Device Offline” error.
  4. Cannot Ping the Device:  Can ping the device
  5. The My Cloud IP address is not present in the Routers routing table: IP address not present in routing table or DHCP Client Table
  6. What firmware are you presently using: v03.03.02-165.

Whatever additional details you can provide may also help us with your particular issue. 

  1. Router Name and Model: Linksys E4200 V1

  2. Is the My cloud connected directly to the router: Yes

  3. How often does the device disconnect: twice today

  4. Does it disconnect after a specific set of actions: Nothing specific, usually happens in the morning when no one is accessing My Cloud

  5. LED color when offline: Not near device when disconnect occured

  6. From the Dashboard

  7. Content Scan Status: Idle

  8. Capacity usage Details:

  9. Free Space : 1.5TB

  10. Videos: 8.5GB

  11. Tracks: 16GB

  12. Photos: 8.9GB

  13. other: 390 GB

 


** NEW:
**

 

  1. ISP: TWC RR

  2. Internet type (Cable/DSL/fiber/etc): Cable

  3. Backup/NAS software on computers? (Smartware, Windows Backup, Time Machine, QuickView, etc.): None

  4. Antivirus software on the computer?  If so, provide details.: Norton 360

  5. Firewall software on the computer?  If so, provide details.: Norton 360

  6. Is there a USB drive attached to the My Cloud?  If so, provide details.: No

  7. Are you willing to work with WD for additional debugging / log gathering efforts?: Yes

 

 

 

Additional Info:

On one occasion I noticed that the Indicator light on my router was pulsing slowly indicating bootup.  Which to me indicates that the router locked up and reset due to a watchdog event.  Other times I wasn’t anywhere near my router to check if router reboot. As far as I can tell there is no reboot log on the Linksys E4200.

 

I would rather keep my WD My Cloud instead of using my Seagate NAS, so I’m not opposed to loading debug software on My Cloud to help solve this issue. 

 

 

Edit (2/4/2014 @ 10:20pm):

Just happened again, this time I went to wdc.com, at that moment My Cloud went from sleep to active (flashing blue LED to steady blue LED).  I saw my router’s indicator light pulse slowly indicating a booting/reboot. After that my Seagate NAS spun up, which I believe was caused by the router reset (loss of network).  When I went to the dashboard, I noticed the log indicated the system rebooted twice today, showing the last one at 6:30pm. 

 

After router came back up:

  • I was able to ping the My Cloud
  • I had access the dashboard.
  • Access from My Cloud App using local network OK, No access when using iPhone and AT&T, gives “Device Offline” error

When the disconnect issue happens, does everyone’s routers do a soft reboot?  Mine apparently recovers after the soft reboot.  Right now I’m going to disable sleep and see what happens.

Hi to all

WD Mycloud 3TB Last Firmware

1.Cannot find device from the Explorer :yes

2.Cannot Access the Dashboard :yes

3.Cannot Access device thru My Cloud App from the Same network :yes

4.Cannot Ping the Device :yes

5.The My Cloud IP address is not present in the Routers routing table :yes

6.The light is blue :yes

7.Router connection light is on but Device is not in the routing tabel

At this moment it is just a brick  

1.Router Name and Model Netgear DGND3700 Fixed IP on WD

2.Is the My cloud connected directly to the router Yes

3.How often does the device disconnect Once ore Twice a Day (randomly)

4.Does it disconnect after a specific set of actions No

5.LED color when offline blue

6.From the Dashboard Not abel to open the dashboard

b.Capacity usage Details:

i.Free Space 2,7tb

The only way to get it on running is : to pull the power core ! and then boot the device

Pull the network cable and back on nothing happens

ping the device dure the whole day makes no difference !

greetings andreas

Thanks for paying attention to this issue. Let me be the first one to share my details.

 

My Cloud (4 TB, p/n WDBCTL0040HWT, s/n WCC4E0372284) disconnecting from the network and I:

  1. Can’t find device from the Explorer
  2. Can’t access the Dashboard
  3. Can’t access device thru My Cloud App from the same network
  4. Can’t ping the device
  5. The My Cloud IP address is present in the Routers routing table (in DHCP Server settings the IP address assigned to My Cloud is contained in the interval “Lease Pool Start” to “Lease Pool End”).

 

Additional details I can provide may also help you with my particular issue:

  1. Router name and model: THOMSON TCW770 (more here)

  2. My Cloud is connected directly to the router, yes (also tried: connecting directly to Mac, other different LAN inputs in the router, other different LAN cables - no effect)

  3. The device disconnects every 20-24 hours of working

  4. Does it disconnect after a specific set of actions: sometimes when not appealing to it foк several hours, sometimes during watching videos from My Cloud on TV, sometimes when copying files - many very different situations when it disconnects unexpectedly

  5. LED color when offline: continiously blue, not blinking

  6. From the Dashboard: further info not specified because I’m not able to connect my device through Dashboard when it is disconnected

  7. Content Scan Status

  8. Capacity usage Details:

  9. Free Space

  10. Videos

  11. Tracks

  12. Photos

  13. other

Except for serial number and router (Linksys running Tomato) this is the same for me. Had the device 3 days, first disconnect was overnight last night.

update 2/8/14 - No poblems since the one listed above

update 2/19/14 - still has not dropped again, so my unit does not really have this issue. It only happened once in 3 weeks.

The device is disconnected as if the network cable is unplugged. No ping, not connected in router etc.

Firmware: 03.03.02-165

I have disabled all DLNA services and FTP.

I bought the NAS last week, and if this is not fixed very soon, I will return it.

  1. Router Name and Model: My Cloud

  2. Is the My cloud connected directly to the router: Yes

  3. How often does the device disconnect: Every day

  4. Does it disconnect after a specific set of actions: No. It happens both while copying files and when idle for a long time.

  5. LED color when offline: Constant blue.

  6. From the Dashboard

  7. Content Scan Status: All checked

  8. Capacity usage Details:

  9. Free Space: 2.8 TB

  10. Videos: 0

  11. Tracks: 0

  12. Photos: 43000

  13. other: 0

Bought and installed a new MyCloud 3TB three days ago.  Worked fine both local and remote for a couple days.  Lost network connection last night.  Here’s my info below.  Not happy to learn this problem is so pervasive.  Plan to return it to store if problem persists.  I’ll give it a few days.

Does it mean that you…

  1. Cannot find device from the Explorer: Device name appears but connection error when access is attempted.  Mapped drive name shows red X indicating lost connection and gives a “cannot connect” error when access is attempted.
  2. Cannot Access the Dashboard: Browser error, cannot connect.
  3. Cannot Access device thru My Cloud App from the Same network: Correct.  Login failure.
  4. Cannot Ping the Device:  Not sure, did not try that.
  5. The My Cloud IP address is not present in the Routers routing table: Not sure how to check that.

What firmware are you presently using?   WDMyCloud v03.03.02-165 : Core F/W

  1. Router Name and Model:  Cisco Model E1000 V2

  2. Is the My cloud connected directly to the router:  Yes, using the supplied Ethernet cable.

  3. How often does the device disconnect.  Once, so far, after about 48 hours being connected.

  4. Does it disconnect after a specific set of actions:  None known.  Left office at 8PM working fine, next morning not accessible.

  5. LED color when offline.  Normal blue light.

  6. From the Dashboard:  Inaccessible at time of failure.  After unplug/replug, access restored, shows these readings:

  7. Content Scan Status: Idle

  8. Capacity usage Details:

  9. Free Space:  2.7 of 3.0 Tb

Hi Everyone,

We have added extra questions in the first post.  Could you please review and respond to them.  It would be a further tremendous help to us in isolating the cause(s) for this.

Bill_S

Hello

Please see reply below, this is from a THREE DAY OLD DEVICE!!!

Does it mean that you…

  1. Cannot find device from the Explorer      no, device is unaccessable from explorer,
  2. Cannot Access the Dashboard               no, device is unaccesasable from the dashboard
  3. Cannot Access device thru My Cloud App from the Same network         Did not think to check this.
  4. Cannot Ping the Device                           no i was not able to ping the device (from various machines)
  5. The My Cloud IP address is not present in the Routers routing table            After i was not able to ping the device, i did not think to check in the router ip address table

Clarification : What firmware are you presently using?  If you are not using the most current firmware release, 3.03.02, you may want to update to it.  We found that the performance degradation issue may have been one cause for the network disconnect issue. 

 The device is 3 days old, so did a firmware upgrade as i am installing it, so the fireware is v03.03.02-165

Whatever additional details you can provide may also help us with your particular issue. 

    1. Router Name and Model&nbsp;&nbsp; <font color="#ff0000">Techicolor TG582n FTTC (software 10.2.5.2.E0)</font>
    2. Is the My cloud connected directly to the router <font color="#ff0000">no, it is connected to a gigabit switch, which in turn is connected to the router</font>
    3. How often does the device disconnect <font color="#ff0000">over night, when it is not being used (device is only 3 days old, so happend twice so far)</font>
    4. Does it disconnect after a specific set of actions <font color="#ff0000">No idea, it happens over night, so i am alseep</font>
    5. LED color when offline <font color="#ff0000">It looks normal, it is just a normal blue light, as far as you can see the device is fully working, you just cannot access it.</font>
    6. From the Dashboard

      1. Content Scan Status <font color="#ff0000">checking after i powered down and back up, it says scanning</font>
      2. Capacity usage Details:

        1. Free Space <font color="#ff0000">2TB</font>
        2. Videos <font color="#ff0000">46gb</font>
        3. Tracks <font color="#ff0000">360gb</font>
        4. Photos <font color="#ff0000">44gb</font>
        5. other <font color="#ff0000">480gb</font>

New!

  1. ISP&nbsp; <font color="#ff0000">Plus.Net</font>
  2. Internet type (Cable/DSL/fiber/etc)&nbsp; <font color="#ff0000">Fiber upto 100mbits (i get about 60-75mbits)</font>
  3. Backup/NAS software on computers? (Smartware, Windows Backup, Time Machine, QuickView, etc.)&nbsp;&nbsp; <font color="#ff0000">Cant see how this helps, as all the files i have copied manual and no auto backups have been created, but i am thiking of setting up some type of auto backup, which will only run during the day, but the tools i will be using will be syncbackpro, my use dos commands scipt, and a VB script.</font>
  4. Antivirus software on the computer?&nbsp; If so, provide details. <font color="#ff0000">Yes. on my computers i have eset smart security, and i have a home server which is not connected to the device, and it is running SCCM antivirus (microsoft)</font>
  5. Firewall software on the computer?&nbsp; If so, provide details. <font color="#ff0000">Yes. on my computers i have eset smart securit</font>
  6. Is there a USB drive attached to the My Cloud?&nbsp; If so, provide details. <font color="#ff0000">No, nothing attached</font>
  7. Are you willing to work with WD for additional debugging / log gathering efforts?&nbsp; <font color="#ff0000">Yes no problems, just ask.</font>

Dont know if this helps or not, but my device is connected to a fully battery backup power supply so if their was anything going on with the power over night, it would of corrected the issue.

Regards

Andrew

Answers to additional questions:

  1. B.net Croatia
  2. Cable
  3. SmartWare on 1 PC, Time Machine on 2 Macs
  4. AVG on the PC
  5. None
  6. No.
  7. Yes. Already sent logs from 2 MyClouds.