Hi. My My Cloud Home Duo is new, is connected to my local network, and appears on my mac. I can even copy files as a guest. Problem: I can’t complete registration on mycloud.com. When entering the code, it gives an error message and does not identify the disk. I don’t have remote access or access via IP to WD my cloud dashboard. I’ve already done the +60 sec reset, I’ve spoken to WD technical support and nothing works…The light flashes slowly from the first moment. Is there anything else I can try before returning the product to the store? Thanks!
It is highly unlikely that ‘nothing works’ since the MC Home Duo (MCHD) 'appears on my mac…’
or suggesting that WD support didn’t work.
The minimum that WD support and you could have done is to download the debug_logs.zip which will tell you the state of the MCHD. The debug_logs could be downloaded even if the local dashboard is not reachable, which is expected behavior before the unit is registered at home.mycloud.com
It is well known that even if the unit is ‘new’, it could have firmware that is several years old and such a unit cannot be activated until a recent fw 9.x.x firmware has been updated for the MCHD and this update could take up to a week, assuming your ISP and router and the country you are residing does not block such a process.
COMMAND CONTEXT
http://local_ip:33284/cgi-bin/logs.sh
EXAMPLE COMMAND
http://192.168.0.22:33284/cgi-bin/logs.sh
Save the debug_logs.tar.zip file to the local computer
Hi. Thanks for the answer.
WD’s support service suggested a series of procedures that I had already carried out, all without success. At the end they asked me to reset + 60 seconds and wait 24 hours, hoping that the firmware would be updated. If it didn’t work, they suggested that I return the disc. And so it was.
I returned the WD today. I wasted several hours trying to solve the problem…the whole situation was very frustrating.
Strangest detail in all of this. My company’s partner bought a wd my cloud duo on the same day and in the same store. His device had the same problem. Flashing light “slow breathing” and unable to access remotely. He also returned the device…
I want to add that I spoke to two technicians through the technical support chat service and neither suggested this to me: “The minimum that WD support and you could have done is to download the debug_logs.zip which will tell you the state of the MCHD”.
I hope others have better luck and are able to solve the problem. From my side I have nothing against the brand, I have several WD external drives and they have always worked well. This case was the exception.
A simple search of the subforums about firmware updates would have yielded the latest information on how long it could take to update years old stock of ‘new’ MCH. It often takes more than 24 hours, in fact up to one week to update because the OTA (Over the Air = internet) update service will not do back to back next day updates of major firmware versions.
A downloaded debug_logs.zip would have told you this, such as the one below:
I am not sure why anyone would be buying the MCHD at this point as it is approaching the End of Life (EOL) service after being introduced about 7 years ago. The normal ‘life span’ of support is about 8 to 10 years.
Sometimes retailers would put these items up for sales clearance and reduce the price, making it somewhat short term attractive but not so much long term.
Cheers.
In our case we did not know that MCHD was approaching EOL…
Taking advantage of your advanced knowledge, I would like to ask you if you can suggest a good NAS system.
In our case, it will mainly serve as an archive of video files (4k). Another supplier suggested the QNAP TS-364-8G model, equipped with two 10TB disks. Thanks!
