My cloud does not recognize Photos/videos anymore

[NHAT_TRUONG]

Hello,

I had MyCloud functioning normally until yesterday. Today it suddenly cannot recognize type of files saved on the cloud anymore, all files are grouped to ‘Others’, nothing is recognized as ‘Videos’ or 'Photos anymore. Has anyone had the same problem before? I think this lead to the problem that when I use MyCloud app and go to a folder then click on ‘Photo’ tab, it says there is no photos even though I can see the files are there

[ERmorel]

Hello,

I haven’t seen this case before.

Can you please try resetting the unit. You can use the reset button on the back of the unit.

[hardwaremcc]

Same here

[Bennor]

If one has disabled or stopped the My Cloud wdmcserverd and wdphotodbmergerd services via SSH to deal with potential sleep issues, try reenabling/restarting them and see if it fixes the problem. I noticed recently the same on a v4.x firmware single bay My Cloud, the values were zero, reenabled/restarted wdmcserverd and wdphotodbmergerd and the values came back in the Dashboard. Strange.

[cpt_paranoia]

Those figures are generated by the ‘content scan’. You may be experiencing a similar problem to this:

Displaying problem

The ‘content scan’ is associated with Cloud Access; if you turn Cloud Access on, the content scan restarts. I might be tempted to try toggling Cloud Access, and see if that sorts out the pie chart. Gen 1/v4 firmware Dashboard has a front panel ‘Content Scan’ status box, that appears to have been removed for Gen2/v2, and it’s not described in the User Manual. There is an entry in the Gen2 User Manual index, though, which points to the page number of the associated section in the Gen1/v4 OS3 fir…

Try turning Cloud Access off and then back on again, which will restart the content scan.

[hardwaremcc]

I turned Cloud Access off and on and it started to scan after restart, but at the end it cannot show video, photo again…

[boom3r]

Have the same problem…

[Dobbo]

I have had exactly the same since buying the product. The help desk didn’t help.
Has anyone solved it yet?