My Cloud cannot not mount share on 4Tb My Book

Arsemyth · June 22, 2016, 8:54pm

Dear all,
please forgive me for raising a topic which I know has raised it’s ugly head already a few months ago, but I need help.

I recently bought a 4Tb My Book to plug into the USB socket of my My Cloud in order to run Safepoints backups.

The problem I have is that although the My Cloud recognises the My Book, it is unable to create a share on it, thus rendering it incapable of being used for Safepoint backups.

I know other members of this forum have reported the same problem in the past, but reading through the posts I have been unable to find a solution.

I have reported this matter to WD, and raised a Service Request with them. After several days of emailing backwards and forwards, sending logs and assuring them that the only reason I had had the temerity to turn SSH on was to edit the Twonky view definitions, my service request has been ‘escalated’ for more thorough investigations. I have heard nothing since…

If anyone reading this can help I would be very grateful.

I am running firmware version v04.04.03-113.

The problem effects ALL usb storage devises plugged into the My Cloud (not just the My Book)

The error message I get is:

Unable to create share

A share could not be created on a USB device (vendor: Western Digital, model: My Book 1230, serial number: 5743433445354A4C5A453650, file system: ntfs, label: My Book, share name: My_Book).

Thursday, June 16, 2016 7:47:05 AM Code 1122

Thanking you in advance,

Roger

Bennor · June 22, 2016, 9:52pm

The solution for some of us who have experienced the failure to mount a USB drive issue with the v4.x version My Cloud’s was to delete the partitions on the USB hard drive, then reparation the drives, then reformat the drives. Obviously one has to remove or backup any existing user data on the drives (if they want to retain it) prior to deleting the partition(s).

I discussed my initial issue and my subsequent solution in my case in the following thread.

https://community.wd.com/t/this-is-absolutely-unacceptable/149432/23

In my case, for what ever reason the out of the box formatting on a Toshiba Canvio 1T drive was the issue. The thread above has some log/data dumps in them that show the My Cloud saw the drive as NTFS, which it was, but was treating the drive differently somehow and for what ever reason simply wouldn’t mount the drive.

Arsemyth · June 23, 2016, 10:34am

Hi Bennor,

thanks for your reply. Alas, I have tried everything you suggested multiple times, to no avail. The problem, as I said earlier, is not restricted to the My Book. It happens to whatever USB storage devise I plug into the My Cloud.

These problems only occurred after a reboot. Prior to that the My Book mounted correctly. Luckily at that point I hadn’t started using it for Safepoint backups.

According to the WD tecky that was corresponding with me, the MyCloud appears to think that the MyBook is attached via a USB hub (which it isn’t, and never has been)

Thanks

Roger

cat0w · June 23, 2016, 12:55pm

Have you looked at the User Manual Ch. 12?
http://www.wdc.com/wdproducts/library/UM/ENG/4779-705103.pdf (For Version 4.x)

Bennor · June 23, 2016, 1:08pm

Probably won’t help but what happens if you rename the USB drive outside of the My Cloud so it doesn’t have a space or an underscore in the name. For example change “my_book” to “mybook”.

Arsemyth · June 23, 2016, 10:09pm

Hi Bennor,

You were correct, it didn’t help!

I changed the mybook drive name to ‘MyBookyWooky’ (while plugged into my PC) and when I plugged it back into the MyCloud it again failed to mount. I suspect the MyCloud may have been offended by the ridiculous name I gave to the MyBook!

Coincidently WD Support asked me to do the same thing

Roger

Bennor · June 23, 2016, 10:36pm

What is the format of the external drive? May want to try formatting it to a different format and see if that changes anything or generates a different error message. The My Cloud supports the following USB external drive formats:

FAT32
NTFS (read and write capability)
HFS+J
Ext2, Ext3/Ext4
XFS

The other thing to do is dig through the logs and see what if anything they show when the USB drive is connected but fails to mount. Various log files, for v4.x version My Cloud’s, can be found in the /var/log/ section via SSH. Generally there will be USB data in the user.log and wdnas.log files.

Or try repartitioning and formatting the drive as EXT4 under Linux or another similar OS computer and see if the My Cloud mounts it.

Arsemyth · June 24, 2016, 7:10am

Morning Bennor,

I have tried reformatting the MyBook as EXT4 on my Ubuntu machine, and the MyCloud failed to recognise it at all!

Here is the latest entry I could find on the Wdnas.log relating to the MyBook. Clearly something is adrift, but I don’t know enough to know what is wrong…

2016-06-23T07:20:59.479652-07:00 di=bS6sqh7SJX info logger: INFO: Device added: device=1, vendor=Western Digital, model=My Book 1230, serial_number=5743433445354A4C5A453650, revision=1.065
2016-06-23T07:21:02.657556-07:00 di=bS6sqh7SJX info logger: INFO: getStandbyTimer returned unsupported for Western Digital My Book 1230
2016-06-23T07:21:07.607796-07:00 di=bS6sqh7SJX info logger: INFO: SMART status good
2016-06-23T07:21:09.937161-07:00 di=bS6sqh7SJX info logger: INFO: lockState security_off
2016-06-23T07:21:10.730002-07:00 di=bS6sqh7SJX warning logger: WARN: Unsupported partitions: device=1, partition=1, share_name=, label=, type=, uuid=
2016-06-23T07:21:11.507553-07:00 di=bS6sqh7SJX info logger: INFO: attached USB partition, reduce inotify limit to: 20000
2016-06-23T07:21:38.629291-07:00 di=bS6sqh7SJX info logger: updateShareBindMntDir.sh:--add MyBookyWooky 
2016-06-23T07:21:48.576892-07:00 di=bS6sqh7SJX err logger: ERR: Exception creating share MyBookyWooky - exception 'Shares\Exception' with message 'modShareMediaServing.sh call failed. Returned with 127' in /var/www/rest-api/api/Shares/src/Shares/Model/Share/Listener/Linux/ShareListener.php:25

Does this mean anything to you?

Rog

Bennor · June 24, 2016, 11:00am

It appears to have a problem with the partition on the external drive as evidenced by the: WARN: Unsupported partitions line . I would suggest that you try deleting all partitions on the external USB drive, then create one single new partition that is the full size of the drive and format it for the default allocation size for NTFS or FAT32 and see if the error continues.

By chance do you have any USB flash drives/pen drives you can use to test with to see if they fail to mount?

Arsemyth · June 24, 2016, 10:54pm

Hi Bennor,

The MyBook had a hidden partition which I think was set up as a virtual drive. I have deleted this and the main partition, created a single primary partition and formatted the ■■■■ thing for the umpteenth time. I’m at a wedding reception now so haven’t had the chance to try it out, but it looks promising…

Have just come home and attached the mybook to the mycloud… same problem

2016-06-24T09:22:08.369047-07:00 di=bS6sqh7SJX info logger: INFO: Device added: device=1, vendor=Western Digital, model=My Book 1230, serial_number=5743433445354A4C5A453650, revision=1.065
2016-06-24T09:22:11.733542-07:00 di=bS6sqh7SJX info logger: INFO: getStandbyTimer returned unsupported for Western Digital My Book 1230
2016-06-24T09:22:17.055716-07:00 di=bS6sqh7SJX info logger: INFO: SMART status good
2016-06-24T09:22:18.659436-07:00 di=bS6sqh7SJX info logger: INFO: lockState security_off
2016-06-24T09:22:19.463518-07:00 di=bS6sqh7SJX warning logger: WARN: Unsupported partitions: device=1, partition=1, share_name=, label=, type=, uuid=
2016-06-24T09:22:20.192160-07:00 di=bS6sqh7SJX info logger: INFO: attached USB partition, reduce inotify limit to: 20000
2016-06-24T09:22:32.349941-07:00 di=bS6sqh7SJX info logger: updateShareBindMntDir.sh:--add Anathema 
2016-06-24T09:22:35.162183-07:00 di=bS6sqh7SJX err logger: ERR: Exception creating share Anathema - exception 'Shares\Exception' with message 'modShareMediaServing.sh call failed. Returned with 127' in /var/www/rest-api/api/Shares/src/Shares/Model/Share/Listener/Linux/ShareListener.php:25

USB flash drives do not mount either

rac8006 · June 24, 2016, 11:20pm

If you have re-partitioned the disk. I don’t understand why you get unsupported partition. You
could try to list the partition table using the command fdisk -l /dev/sdb. Secondly check to see if these two files exist on disk.
/usr/local/sbin/modShareMediaServing.sh
/usr/local/sbin/genMediaServingConfig.sh

Thses two files are called when mounting a USB device. The error 127 can mean a missing file.

RAC

rac8006 · June 25, 2016, 3:39am

On windows there is a program called SqliteBrowser. On the WD My Cloud located at /var/local/autoMount/autoMount.db. This database contains information about all USB devices that have been attached to the My Cloud. This database contains a devices structure and a partitions structure. When mounting a USB device. The partition table is checked to see if the partition type is one of the following: XFS, NTFS, EXT2, EXT3, EXT4, HFS+, and VFAT (FAT16 & FAT32). It checks that the partition usage is filesystem. Checks that the partition is not a swap, vfat, EFI, or Boot OS.

I create two files one called select1.sh which contained
echo “SELECT connected, id, device_handle, partition_number, share_name, label, type, uuid, read_only, media_serving, description, public_access, mount_time, devname FROM Partitions WHERE connected=‘0’;”|sqlite3 /var/local/autoMount/autoMount.db

And one called select3.sh which contained
echo “SELECT connected, handle, vendor, model, serial_number, revision, ptp, smart_status, lock_state, password_hash, password_hint, standby_timer, vendor_id, product_id, usb_port, usb_version, usb_speed, timestamp, devname, devpath, scsi_devname FROM Devices WHERE connected IS NOT NULL;”|sqlite3 /var/local/autoMount/autoMount.db
The output of select1.sh looks like
0|2|2|1|VERBATIM|VERBATIM|vfat|3022-DC3F|false|any||true|1444947600|
0|3|3|1|My_Book|My Book|ntfs|54D8D96AD8D94ABE|false|any||true|1445790235|
0|4|2|1|STORE_N_GO||ext3|4de82c91-2a45-4c0dad85-229349cfa244|false|any||true|1445706318|
0|5|4|1|My_Book_2|My Book|ntfs|A2CA0AEBCA0ABC13|false|any||true|1451332048|

The output of select3.sh is
1|1|Generic|USBStorage|000000000272|2.72|false|unsupported|unsupported|||unsupported|05e3|0736|1|2.0|480|1456606070.91548||/devices/platform/xhci-hcd/usb1/1-1/1-1.4|/dev/sg1
0|2|Verbatim|STOREN GO|071058E9225F9527|1.10|false|unsupported|unsupported|||unsupported|18a5|0245|1|2.0|480|1445706313.27801|||
0|3|Western Digital|My Book 1140|574343315430343538343933|1.019|false|good|security_off|||unsupported|1058|1140|1|3.0|5000|1445790214.64051|||
0|4|Western Digital|My Book 1230|574343344532594141315543|1.065|false|good|security_off|||unsupported|1058|1230|1|3.0|5000|1451332036.4963|||
0|5|SanDisk|Cruzer Glide|4C532000050803116181|2.01|false|unsupported|unsupported|||unsupported|0781|5575|1|2.0|480|1455481843.72188|||

The output should only have 5 lines. Each line starts with 1|1 0|2 0|3 0|4 0|5

I hope this will help.

RAC

Arsemyth · June 25, 2016, 12:21pm

Hi RAC,

many thanks for your response.

First of all, both /usr/local/sbin/modShareMediaServing.sh and /usr/local/sbin/genMediaServingConfig.sh are present on my MyCloud.

I then copied autoMount.db across to my shared folder on the MyCloud and ran SQLite browser as you suggested.

The output of select3.sh is as follows:

"0"	"1"	"Western Digital"	"My Book 1230"	"5743433445354A4C5A453650"	"1.065"	"false"	"good"	"security_off"	""	""	"unsupported"	"1058"	"1230"	"1"	"3.0"	"5000"	"1466807884.406"	""	""	""
"0"	"2"	"GENERIC"	"USB Mass Storage"	""	"1.00"	"false"	"unsupported"	"unsupported"	""	""	"unsupported"	"0c76"	"0005"	"1"	"2.0"	"480"	"1466071827.87936"	""	""	""
"0"	"3"	"Kingston"	"DataTraveler 2.0"	"C860008863CCCE81DA065B32"	"1.00"	"false"	"unsupported"	"unsupported"	""	""	"unsupported"	"0930"	"6544"	"1"	"2.0"	"480"	"1466071838.97161"	""	""	""

The output from select1.sh is:

0 rows returned in 185ms from: SELECT connected, id, device_handle, partition_number, share_name, label, type, uuid, read_only, media_serving, description, public_access, mount_time, devname FROM Partitions WHERE connected='0';

The Partitions table is empty. When I browse the table in SQLite browser I see no rows.

If, as you say, the Partitions table should hold a list of valid partition types, etc, then I think we have found the problem. What I would need is a populated Partitions table.

Rog

rac8006 · June 25, 2016, 12:53pm

What is the output from the following command with the my book connected?
fdisk -l /dev/sdb

If you have no other devices mounted then your USB should be /dev/sdb.
Your warning message is being written from /usr/local/sbin/wdAutoMountUdevHandler.pm at line 386.
You stated that all three of the USB devices listed in the autoMount.db file display the unsupported partitions message?
What you could try is to rename the autoMount.db file you might have to stop the WDAutoMounter process to do the rename. After the rename restart the WDAutoMounter process.
“sh /etc/rc2.d/S95wdAutoMount stop” to stop it and replace stop with start to restart it. This should cause the autoMount.db file to be rebuilt.

RAC

Arsemyth · June 26, 2016, 11:04am

hi RAC,

when I got your message I tried the fdisk -l /dev/sdb command, which returned nothing. Just to check I tried fdisk -l /dev/sda, which returned the partition details of the main disk.

I then tried a succession of USB flash drives and pen drives, and none of them registered with the MyCloud at all. There was nothing in the Wdnas.log either. The MyCloud was not detecting anything in the USB socket.

I have just rebooted the MyCloud and as it came back online I got the following message on the dashboard:

USB internal server error (400255)

I wonder if this has anything to do with the problem!
Rog

rac8006 · June 26, 2016, 1:50pm

You need to try the rename of the autoMount.db file. Not sure but I think once a USB device is put into the USB port it is also put into the database. Also the wdAutoMounter process must be running
not sure it the wdnotifier process is also necessary. But why did the unsupported partitions message stop being logged? Did you stop any processes after the reboot?

RAC

Arsemyth · June 26, 2016, 2:20pm

Ok, so here is what has happened…

I switched off the WDAutoMounter process, renamed autoMount.db to autoMountold.db, and restarted the WDAutoMounter process.

The MyCloud failed to detect any of the USB storage devises I attached to it… nothing written to wdnas.log.

I rebooted the MyCloud with NO usb devise attached.

autoMount.db has been recreated, but with empty tables.

I then plugged in the MyBook, but the MyCloud has failed to detect it. There is again nothing written to the wdnas.log except:

2016-06-26T06:33:02.655520-07:00 di=bS6sqh7SJX info logger: updateShareBindMntDir.sh:--init  
2016-06-26T06:34:06.996452-07:00 di=bS6sqh7SJX info logger: /usr/local/sbin/monitorTemperature.sh: Starting Temperature Monitor
2016-06-26T06:39:41.784468-07:00 di=bS6sqh7SJX notice wdAutoMounter[8050]: AutoMounter started

I haven’t stopped or started any processes since the reboot.

Rog

Bennor · June 26, 2016, 3:13pm

Probably a long shot but what about reflashing the My Cloud Firmware then performing a 40 second system restore after the firmware flash?

Note that rhe 40 Second Reset, also known as System Only Restore, will reset the following:
• Admin User Name (default = “admin”)
• Admin Password (No password by default)
• Device Name (default = “WDMyCloud”)
• Remove all Users except Admin
• All Share permissions (default = Public)
• Automatic Firmware Update (default = off)
• Network Mode (default = DHCP)
• Remove all Alerts
• mycloud.com account association (default = not configured)
• Mobile app account association (default = not configured)
• WD Sync association (default = not configured)
• Backup jobs (default = not configured)
• Safepoint jobs (default = not configured)

http://support.wdc.com/KnowledgeBase/answer.aspx?ID=13986

rac8006 · June 26, 2016, 3:27pm

What does dmesg -T | grep USB show?

RAC

Arsemyth · June 26, 2016, 3:55pm

It shows the following:

WDMyCloud:~# dmesg -T | grep USB
[Sun Jun 26 14:31:37 2016] USB3.0 clock selected: internal
[Sun Jun 26 14:31:37 2016] xhci-hcd xhci-hcd: new USB bus registered, assigned bus number 1
[Sun Jun 26 14:31:37 2016] usb usb1: New USB device found, idVendor=1d6b, idProduct=0002
[Sun Jun 26 14:31:37 2016] usb usb1: New USB device strings: Mfr=3, Product=2, SerialNumber=1
[Sun Jun 26 14:31:37 2016] hub 1-0:1.0: USB hub found
[Sun Jun 26 14:31:37 2016] xhci-hcd xhci-hcd: new USB bus registered, assigned bus number 2
[Sun Jun 26 14:31:37 2016] usb usb2: New USB device found, idVendor=1d6b, idProduct=0003
[Sun Jun 26 14:31:37 2016] usb usb2: New USB device strings: Mfr=3, Product=2, SerialNumber=1
[Sun Jun 26 14:31:37 2016] hub 2-0:1.0: USB hub found
[Sun Jun 26 14:31:37 2016] Initializing USB Mass Storage driver...
[Sun Jun 26 14:31:37 2016] USB Mass Storage support registered.