My Book Live Duo - My Cloud app on iphone

I have basic skills so will need step by step instructions as to what could be wrong. I have a new phone and have tried to set up the My cloud app on an iphone 6. I can’t get remote access. I have looked at the dashboard and get the error message
“Cannot establish remote access connection. Make sure you are connected to the Internet. (Error 31520)”
I cannot figure out how to change the connection status from failed or why it is even failing? I can connect to my cloud on my home wifi, but I would like to connect when I am away from home. We had the old apps WD2go and they worked when we wanted to upload our photos from our travels.

Please help.

Hi there,

Try to disable remote access and reboot the drive, once he drive is rebooted, try to enable remote access again. Hope this helps.

I have done that, numerous times. It works for about 2 mins while it’s trying to work and then stops.