The My Cloud OS5 4TB Gen 2 device I have seems to drop off the network after 2/3 minutes since the most recent October firmware update.
It’s similar symptoms I have had with indexing or Twonky impacting resources, but I have disabled cloud access, uninstalled all apps and still it lasts no more than 2/3 minutes before it runs into problems. There seems to be a CPU spike around the3 minute mark around when this problem occurs, but I can’t figure what is causing it.
What are the LEDs doing, both front and back? Do you have a static IP address for your device? When you think it has dropped from the network have you checked its status on your Router? See example image from mine below.
For the LEDs, it blinks blue on boot and turns to solid blue thereafter. For ethernet, it is active blinking with hard drive activity, but after the ‘freeze’ seems to be inactive and the ethernet light just gives a little pulse every second or so. Though I can still ping the IP from cmd, so it is still ‘active’ in some way.
For the IP it was set to DHCP but I changed it to static to troubleshoot, but made no difference.
Though on my router dashboard, it shows the device well and connected, though it still does not appear in Windows (ping in cmd aside)
The only ‘odd’ clue is that, trying a network feature, like the firmware update options gives a “check network connection” message … but I can only see this message over my working network connection … and certainly the server is working on the WD end, so it is not handling network connections well for some reason
I download the update, place the file on my desktop, and then go back to the dashboard to perform the manual update selecting the file on my desktop when it says to. See example image below. Click on, tap, or activate image to enlarge it.
In the background of your image, it appears that the “Device Activity” section of the dashboard is showing 100% CPU utilization. Firmware updates can trigger the indexing process, which can sometimes cause network dropouts.
Also, you may want to check the hard drive for errors. Although it may be difficult to accomplish due to the network dropouts. If possible, enable SSH, then run the following command and post the results.
@cat0w - For the firmware update, I can get as far as here, but then it seems to hang permanently on this ‘upgrading’ screen with no movement on the progress bar.
@Cerberus - So I did just have enough time for the connection to be live to get an output from the SSH … it is as follows.
The output is worse than I thought though still could be worse, and certainly all worked perfectly until the day of the update. I gues si didn’t check before now as the dashboard SMART readout has everything as being fine. (Ignore the slightly low temperature, I put it in a cooler spot, just incase of CPU throttling with it hitting the 100%)
It can’t be indexing though, can it? Cloud services are off. The dashboard made no mention of indexing percentages, just ‘connected’ or ‘disabled’ depending on my setting. It could be wrong though… is there another way to check if indexing is occurring?
It appears that the hard drive is failing, because the S.M.A.R.T. attributes below should all be zero.
Raw_Read_Error_Rate - 137038
Current_Pending_Sector - 3
UDMA_CRC_Error_Count - 56114
Multi_Zone_Error_Rate - 93
The dashboard hides the RAW_VALUE attribute, which is most important.
The high CPU utilization is unlikely to be caused by indexing, but I’ve seen it happen after a firmware update. However, in your case I suspect it’s due to the hard drive errors listed above. A failing hard drive can cause all sorts of strange things to happen.
Hello, My 40TB EX4100 w/ FW@ 5.26.300 does same. My open incidents, dating from 22 October 2023 with ‘WD Support’ (apparently an oxymoron) remain unresolved with assertion that RAID 5 data is corrupted. However, all drives check healthy and LEDs are solid blue. Despite those facts Support directed a manual FW update to 5.27.157. Any attempt gets bogus msg ‘Unable to contact firmware update server.’ I have ~175 40GB files or ~6TB of video I am trying to move off the device but due to the constant timeout/dropoff I am having little luck getting it copied anywhere. Any insight into how to recover the data or knowledge of how your problem was resolved is appreciated.
Thx, good suggestion. I did search there and unless I missed something all are pretty old from 2020 and none come close to matching my EX4100’s behavior. Only @Eire12’s post describes what I’m seeing. Especially the consistently predictable ‘device locks-up’ and ‘drops off-line’ death spiral syndrome.
My 4 big problems are:
[1] Can’t successfully complete Manual Firmware Update. These steps were taken: (1) Down load file ‘WDMyCloudEX4100_5.27.157_prod.bin’ from support page using Safari browser to Mac. (2) Select update button. Open file and observe histogram for download reaches 100%. (3) Receive Msg ‘Firmware file not found. Please Try Again’
[2] Can’t Check for Updates; Receive Msg ‘Unable to connect to the firmware update server. Please check the network connection and try again.’
[3] Can’t Enable Auto Update. Receive Msg ‘Unable to connect to the firmware update server. Please check the network connection and try again.’
[4] Can’t Perform 40 second reset
Steps followed:
Remove power cord from the device.
Press and hold reset while reconnecting power cord.
While holding reset press and release power-on button
Curious as to how can a file issue can hamper the NAS’ ability to connect with WD FW Update Server?
Forgot to mention current tact is to sign into ssd and run diagnostics… will report findings as soon as I determine why I can’t login even though I carefully enter pwd that I made up?
okay… meanwhile, should 'smartctl -a -d at a /dev/sda, sdb, sdc, sdd be used instead for SATA drives; how can drive-type be confirmed through dashboard or SSH?
RAID looks ok too, with the caveat that there could still be hidden problems. The EX4100 has a history of problems like this, but they tend to take much longer to occur.
Honestly, this one is a bit of a puzzle, but I suspect that the firmware updates problem is the clue that may solve the mystery.
