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 No possible
Cannot Access the Dashboard No possible
Cannot Access device thru My Cloud App from the Same network No possible
Cannot Ping the Device Not possible
The My Cloud IP address is not present in the Routers routing table In the table but not connected.
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. 03.03.02-165
Whatever additional details you can provide may also help us with your particular issue.
- Never goes into standby.
- Several times a day, I must disconnect and reconnect the power to recover the WD My Cloud.
Router Name and Model Orange LiveBox 2 Sagem
Is the My cloud connected directly to the router Yes
How often does the device disconnect Several times per day
Does it disconnect after a specific set of actions No
LED color when offline Blue
From the Dashboard
Content Scan Status OK
Capacity usage Details:
Free Space 2,9 To
Videos 520 Mo
Tracks 2,4 Go
Photos 44 Go
ISP Orange France
Internet type (Cable/DSL/fiber/etc) DSL
Backup/NAS software on computers? (Smartware, Windows Backup, Time Machine, QuickView, etc.) Not use for backup
Antivirus software on the computer? If so, provide details. Microsoft Security Essential
Firewall software on the computer? If so, provide details. Included with Microsoft Windows 7
Is there a USB drive attached to the My Cloud? If so, provide details. No
Are you willing to work with WD for additional debugging / log gathering efforts? Yes
Philippe (from France, excuse my english)