My Cloud disconnects from network

My Cloud OS 3 Personal & Network Attached Storage My Cloud
1

After latest update my device keeps disconnecting from the network.
Only way to get it back is to pull the power and reconnect.
Then it stays connected for about 10-15 minutes, and then disconnects again.
Have tried waiting for about 20 hours, but it just won’t come back until restarted.

I had no problems before update.

Anyone recognize this and have a solution?

2

What do you mean by “disconnecting”? Can you ping its IP at problem time? Is it a static IP or assigned by DHCP? If DHCP, you might want to set it up as static, so it always gets the same IP.

Also, how do you understand that it has disconnected? No dashboard access? No access to volumes? How?

3

By disconnecting I mean I have no access to the device. No dashboard, no access to media via media players, no access via finder from my macbook, no ping, android app can’t find it.
It has a static IP assigned.

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4

how is the static IP assigned? Set in the mycloud? or the router?

I suggest setting it in the mycloud, especially with the current issues.

be sure that the assigned address is outside of the routers DHCP pool.

when it disconnects what are the 2 lights by the Ethernet cable doing? What is the front light doing?

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5

I have set the IP both on the router and on the My Cloud.
But when checking now I realize the address is within the DHCP pool range.
I will change the range on the router so the My Clouds IP is outside (I have reasons to keep the IP on the My Cloud, changing the DHCP range is a better solution for me.)
The lights by the My Clouds ethernet cable are green, the upper one flashing and the lower one constant.
The front light is steady blue.

6

Changing the DHCP range on the router made no difference at all.
I changed the range and restarted the router.
When the cycloid hadn’t came up on the network after a while I restarted it.
It soon became available, but after 10 min or so it was suddenly gone again, exact same behavior as before.

Any other suggestions?

7

If you have 2 ethernet cables plugging at the back of the device, try unplugging one (try to leave the “primary” one in), and leave it with a single one, to isolate issues that a 2 cable setup might be causing somehow.

Second, on my EX2100, when there are issues with the network (like when I unplug the ethernet cable’s router end) the status LED turns red.

Don’t know if this functionality is also appearent on your product, but since the front LED is steady blue, I am not sure if its losing connection or not. Most of the routers has a LAN/DHCP client IP table where you could monitor the clients connected to the router and see their IP addresses.

Can you find your device in this list? If so, does it have a state information (like “connected / disconnected”)? What is the IP address for that entry? Is it all the same with what you set on the device as well?

Do you have an error like “Ethernet link down” error when you re-connect to the device, in the device logs? My EX2100 logs such kind of an error in the error log when I pull the ethernet cable out. Any other errors logged within the time frame of the problem? If not, try to enable an “Extended Logging” feature if your device has one and re-check.

8

The mycloud only has one ethernet connection.
When disconnecting the cable there is no change on the front light, it is still steady blue.
Can’t find anything about connection issues in the logs (not even from when I disconnected the cable).

I have just changed the MyCloud to use DHCP instead and assigned the IP as a permanent lease to the MyCloud on the router.
I would prefer to have it as a true static IP, but if this works it shouldn’t matter.

I will let it run like this for a while and report back when I know if things are ok or not.

I should probably mention that my router is a TP Link Archer C7 (terrible interface on that one…)

9

That’s strange, then I guess that the functionality to change LED color when network link gets down is not implemented in your model.

Is there an “Extended Logging” toggle on the “Settings” pane, right above or below the button to show logs? If yes, can you please try toggling it on to see if additional events will be logged?

Are you sure that there are no events recorded on the logs when you unplug and plug the ethernet cable (wait for a minute or two between the actions)? Where do you check the logs from? Can you send me a screenshot?

Are there any LEDs at the ports you connect the ethernet cable to? If so, what are their status (color? blinking/steady?) before the issue and while its happening?

I used to own an Archer C9 (nearly identical to yours in terms of look and feel), and it used to have a very simplified UI. But it could also be confusing from time to time because it sometimes feels that they over-simplified the UI so it’s hard to understand what a particular setting does :neutral_face:.

Once you lose access to it, can you please wait 5 minutes and check over the router’s dashboard through “DHCP > DHCP Clients List” to see if it’s still there (send a screenshot if possible)? If yes, what is the IP? Is it the IP that you were expecting to see? Again, verify that you can get a response from it (ping, dashboard access, etc.)

By the way, I’ve found a UI simulator for the Archer C7;

One additional note; is you computer staying on the same network, with the same IP and subnet throughout this whole process? If it’s jumping to another one, it could be the reason why you couldn’t be reaching the device.

10

MyCloud and MyCloud EX2 are completely different machines.

I’m surprised that unplugging the Ethernet cable has no effect on the MyCloud; the merest hint of non-connectivity has mine rebooting (i.e. router re-boot causes MyCloud re-boot).

Unplugging Ethernet ought to give a yellow front LED, indicating link down.

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11

I don’t think mine has ever rebooted because of issues with the connection. (But then I haven’t monitored it during a router reboot.)

Changing to DHCP hade no effect. Pinging just times out. I haven’t hade a chanse to do any further testing. I will try to find some better logs, as the ones from the dashboard are not very informative.
Anyone who knows where the logs are saved? I thought I’d ssh into the device and check the real log files instead of just the info from the dashboard.

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12

Hi Erik_Strom, check my suggestions above and try to provide the information if possible. Thank you!

13

with the back LEDs indicating good & activity it is not losing physical connection.

with the front LED staying blue with the cable out points to an issue in the mycloud software.

I would do a system only restore. this leaves data and shares in place, everything else reset like new.

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14

Have you tried another router, or get a gigabit network switch that has no eco credentials, connect everything to the switch and only the switch is connected to the router? Maybe try another router?

15

Unfortunately I don’t have any other router to test with.
Myron, Why do you specify a gigabit switch for testing?
Why not a 100 Mbit?

Anyway, I’ll try a system only restore and see if that has any effect.

16

It seems like the factory reset did the trick.
It has been up and running for a couple of hours now with no issues so far.

1 Like
17

It lasted for a week…
Same issue is now back again.
It suddenly appears offline, but it still shows a blue light.
Pulling the plug and reinserting it makes it come back online again, but only for a couple of minutes.
I might try to downgrade to an earlier FW, any recommendations?

18

What is the IP address of the MY Cloud? Can you ping the My Cloud using that IP address? When it goes offline can you still ping it with the same IP address? When you get it back can you ssh and tail -30 /var/log/user.log. Also dmesg|tail 30 Need to find out what is going on. These answers may help.

RAC

19

On the MC I have DHCP, but have tied the lease to the MC MAC on my router.
As long as it is online I can ping it, but as soon as it goes offline the ping just times out.

WDMyCloud:~# tail -30 /var/log/user.log
2015-11-03T22:56:54.440891+01:00 di=Nt0O93HHj5 info wdphotodbmerger: /data/workspace/workspace/wdmcserver_stable/src/wdphotodbmerger/NotificationListener.cpp:137: Calling ReadMessage()
2015-11-03T22:56:59.025321+01:00 di=Nt0O93HHj5 err wdnotifier: parseConfig() invalid configuration entry:
2015-11-03T22:57:36.460682+01:00 di=Nt0O93HHj5 notice : System ready
2015-11-03T22:57:36.463328+01:00 di=Nt0O93HHj5 notice logger: /usr/local/sbin/monitorio.sh: waiting for system to become ready…
2015-11-03T22:57:36.906700+01:00 di=Nt0O93HHj5 notice wdAppFinalize: { “msgid”:“sysboottime”, “seconds”:218.20 }
2015-11-03T22:57:44.557419+01:00 di=Nt0O93HHj5 notice logger: Tally daemon not installed, exiting tally function
2015-11-03T22:57:54.194167+01:00 di=Nt0O93HHj5 info logger: WD NAS: Email alerts sent OK
2015-11-03T22:57:56.608300+01:00 di=Nt0O93HHj5 notice : Check if new firmware is available
2015-11-03T22:57:57.669958+01:00 di=Nt0O93HHj5 notice getNewFirmwareUpgrade.sh: begin script: immediate send_alert
2015-11-03T22:57:57.948928+01:00 di=Nt0O93HHj5 notice getNewFirmwareUpgrade.sh: http://support.wdc.com/nas/list.asp?devtype=sq&devfw=04.04.01-112&devlang=eng&devsn=&auto=0&devid=*****
2015-11-03T22:58:02.799351+01:00 di=Nt0O93HHj5 notice BaseOSlog: { “msgid”:“dataSize”, “mountPoint”:“/”, “capacityK”:1968336, “totalK”:678548, “partition”:“rootfs” }
2015-11-03T22:58:02.829925+01:00 di=Nt0O93HHj5 notice BaseOSlog: { “msgid”:“dataSize”, “mountPoint”:“/”, “capacityK”:1968336, “totalK”:678548, “partition”:“/dev/root” }
2015-11-03T22:58:02.858669+01:00 di=Nt0O93HHj5 notice BaseOSlog: { “msgid”:“dataSize”, “mountPoint”:“/run”, “capacityK”:40960, “totalK”:3776, “partition”:“tmpfs” }
2015-11-03T22:58:02.899361+01:00 di=Nt0O93HHj5 notice BaseOSlog: { “msgid”:“dataSize”, “mountPoint”:“/run/lock”, “capacityK”:40960, “totalK”:64, “partition”:“tmpfs” }
2015-11-03T22:58:02.924185+01:00 di=Nt0O93HHj5 notice BaseOSlog: { “msgid”:“dataSize”, “mountPoint”:“/dev”, “capacityK”:10240, “totalK”:0, “partition”:“tmpfs” }
2015-11-03T22:58:02.951796+01:00 di=Nt0O93HHj5 notice BaseOSlog: { “msgid”:“dataSize”, “mountPoint”:“/run/shm”, “capacityK”:5120, “totalK”:0, “partition”:“tmpfs” }
2015-11-03T22:58:02.973673+01:00 di=Nt0O93HHj5 notice BaseOSlog: { “msgid”:“dataSize”, “mountPoint”:“/tmp”, “capacityK”:102400, “totalK”:2496, “partition”:“tmpfs” }
2015-11-03T22:58:03.006983+01:00 di=Nt0O93HHj5 notice BaseOSlog: { “msgid”:“dataSize”, “mountPoint”:“/var/log”, “capacityK”:40960, “totalK”:9664, “partition”:“ramlog-tmpfs” }
2015-11-03T22:58:03.031127+01:00 di=Nt0O93HHj5 notice BaseOSlog: { “msgid”:“dataSize”, “mountPoint”:“/DataVolume”, “capacityK”:3841069352, “totalK”:598462200, “partition”:“/dev/sda4” }
2015-11-03T22:58:03.151825+01:00 di=Nt0O93HHj5 notice BaseOSlog: { “msgid”:“inodeUsage”, “filesystem”:“rootfs”, “inode”:125184, “iused”:25340, “mountPoint”:“/” }
2015-11-03T22:58:03.175810+01:00 di=Nt0O93HHj5 notice BaseOSlog: { “msgid”:“inodeUsage”, “filesystem”:“/dev/root”, “inode”:125184, “iused”:25340, “mountPoint”:“/” }
2015-11-03T22:58:03.198198+01:00 di=Nt0O93HHj5 notice BaseOSlog: { “msgid”:“inodeUsage”, “filesystem”:“tmpfs”, “inode”:1815, “iused”:220, “mountPoint”:“/run” }
2015-11-03T22:58:03.218085+01:00 di=Nt0O93HHj5 notice BaseOSlog: { “msgid”:“inodeUsage”, “filesystem”:“tmpfs”, “inode”:1815, “iused”:5, “mountPoint”:“/run/lock” }
2015-11-03T22:58:03.239516+01:00 di=Nt0O93HHj5 notice BaseOSlog: { “msgid”:“inodeUsage”, “filesystem”:“tmpfs”, “inode”:1815, “iused”:151, “mountPoint”:“/dev” }
2015-11-03T22:58:03.264688+01:00 di=Nt0O93HHj5 notice BaseOSlog: { “msgid”:“inodeUsage”, “filesystem”:“tmpfs”, “inode”:1815, “iused”:2, “mountPoint”:“/run/shm” }
2015-11-03T22:58:03.285662+01:00 di=Nt0O93HHj5 notice BaseOSlog: { “msgid”:“inodeUsage”, “filesystem”:“tmpfs”, “inode”:20480, “iused”:72, “mountPoint”:“/tmp” }
2015-11-03T22:58:03.325304+01:00 di=Nt0O93HHj5 notice BaseOSlog: { “msgid”:“inodeUsage”, “filesystem”:“ramlog-tmpfs”, “inode”:1815, “iused”:107, “mountPoint”:“/var/log” }
2015-11-03T22:58:04.378921+01:00 di=Nt0O93HHj5 notice BaseOSlog: { “msgid”:“inodeUsage”, “filesystem”:“/dev/sda4”, “inode”:243900416, “iused”:23188, “mountPoint”:“/DataVolume” }
2015-11-03T22:58:04.774366+01:00 di=Nt0O93HHj5 notice logger: deviceInfoCollect: dryrun=0, system=0, configuration=0
2015-11-03T22:58:26.190569+01:00 di=Nt0O93HHj5 notice BaseOSlog: { “msgid”:“usageSize”, “totalB”:625612359926, “photos”:3255335796, “video”:529434176856, “music”:1071762532, “other”:91851084742 }

20

When you are able to ping the device is it always the same IP address? Are you pinging by IP address or hostname.
I did a test on my system. I pulled the network cable until the light turned yellow. Then reconnected the cable. When the light was blue again. I did a grep eth /var/log/messages. Got the following results.
2015-11-03T17:44:38.975305-05:00 di=TCG2w1CF6F info kernel:[345355.817342] ADDRCONF(NETDEV_UP): eth0: link is not ready
2015-11-03T17:44:43.977871-05:00 di=TCG2w1CF6F info kernel:[345360.820902] ADDRCONF(NETDEV_CHANGE): eth0: link becomes ready

I also got an email alert saying that the link is down. Since you have not mentioned any of these
It would seem that the link did not go down.

RAC