I’ve had my 4TB MyCloud for two weeks and have noticed each day (or at various times throughout the day) that it cannot be acessed. (Does not seem related to expiration of DHCP client expiration)
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…
- Cannot find device from the Explorer - yes
- Cannot Access the Dashboard - yes
- Cannot Access device thru My Cloud App from the Same network - yes
- Cannot Ping the Device - have not tried yet when Mycloud has dropped off network.
- The My Cloud IP address is not present in the Routers routing table - address is present. DHCP license has not expired.
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 <font color="#ff0000">- TrendNet TEW-692GR</font>
2. Is the My cloud connected directly to the router - yes
3. How often does the device disconnect <font color="#ff0000">- every 4 to 24 hours. </font>
4. Does it disconnect after a specific set of actions - <font color="#ff0000">Drops after being idle. NOTE: sleep mode is turned off.</font>
5. LED color when offline <font color="#ff0000">- solid, blue</font>
6. From the Dashboard
1. Content Scan Status <font color="#ff0000">- idle</font>
2. Capacity usage Details:
1. Free Space <font color="#ff0000">- 2.9TB</font>
2. Videos <font color="#ff0000">- 18GB</font>
3. Tracks <font color="#ff0000">- 0 KB</font>
4. Photos<font color="#ff0000"> - 21GB</font>
5. other <font color="#ff0000">- 3.2GB</font>
New!
1. ISP <font color="#ff0000">- CenturyLink</font>
2. Internet type (Cable/DSL/fiber/etc) <font color="#ff0000">- DSL</font>
3. Backup/NAS software on computers? (Smartware, Windows Backup, Time Machine, QuickView, etc.) <font color="#ff0000">- use windows backup but have not currently set it to save the backup to Mycloud yet.</font>
4. Antivirus software on the computer? If so, provide details<font color="#ff0000">. - McAfee Antivirus Plus. No errors/notifications related to MyCloud reported in the logs.</font>
5. Firewall software on the computer? If so, provide details.<font color="#ff0000"> - McAfee Antivirus Plus. No errors/notifications related to MyCloud reported in the logs.</font>
6. Is there a USB drive attached to the My Cloud? If so, provide details.<font color="#ff0000"> - no</font>
7. Are you willing to work with WD for additional debugging / log gathering efforts? <font color="#ff0000">- yes</font>
Note: Please keep this thread on topic. Otherwise, we may have to move or remove your replies.
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