My Cloud OS 5 mobile app for IOS cannot log on

[coisa_dois]

Upgraded IOS app on iPhone to 4.18. Opening the upgraded app prompts for “MY Cloud OS 5 wants to use westerndigital.com. This allows this app and website to share information about you” ~cancel; or ~continue. When I continue I get “Western Digital. Oops something went wrong. We track this error automatically but feel free to contact us if this issue persists.”

The App was working BEFORE THIS UPGRADE. I have spent over 6 hours troubleshooting iPhone permissions, rebooting, re-installing, rebooting router and on and on but no progress. The APP never gets to the logon screen. The problem exists when the iPhone is using WIFI or Cell (Wifi off)

Using My Cloud EX2 Ultra. Access via the web, and locally is fine.

[Keerti_01]

Hi @coisa_dois,

Please refer to the article My Cloud OS 5: Something Went Wrong - Having Trouble Connecting to Your Device:
https://support-en.wd.com/app/answers/detail/a_id/30127

[coisa_dois]

Problem resolved. Uninstalled the iPhone app, Reset the Network on the iPhone. Re-Installed the app and all is well. (After many hours of tinkering)

iPhone steps (iOS ver 15.3.1)

• Settings
• General (scroll down to)
• Transfer or Reset iPhone
• Reset
• Reset Network Settings

Problem occurred when I upgraded from iPhone App MyCloud OS5 ver 4.17 to ver 4.18.

[coisa_dois]

Thank You. I updated the problem on the site, it has been resolved.
iPhone problem occurred when I upgraded from mobile iPhone OS5 App ver 4.17
to 4.18

Thank you again

From: “Keerti_01 via WD Community” wd@discoursemail.com
Sent: Thursday, February 24, 2022 11:24 PM
To: coisa_dois@prorganize.com
Subject: [WD Community] [My Cloud OS 5 Personal & Network Attached
Storage/My Cloud] My Cloud OS 5 mobile app for IOS cannot log on

Hi @coisa_dois,

Please refer to the article My Cloud OS 5: Something Went Wrong - Having
Trouble Connecting to Your Device:
My Cloud OS 5: Something Went Wrong Having Trouble Connecting to Your Device

---

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[dlrobocon]

I have the same problem with iphone v 15.3.1 and my cloud os 5 v.4.18. After I followed Coisa_dois’ s post step by step, the app still navigate me to “Oops something went wrong…We track this error automatically…”

However, I can access my drive with my cloud os 5 for android and ipad. I have gone through My Cloud OS 5: Something Went Wrong Having Trouble Connecting to Your Device but I cannot find the solution yet.

Please kindly suggest

[jdl58]

The solution has not worked for me!

I have v 15.4.1 and I have tried what @coisa_dois suggests and I still get the “oops Something went wrong” message.

Do you have any other suggestions?

[Bennor]

What version is the iOS OS5 My Cloud app install on your Apple device? The latest version on the Apple Store is 4.19.0 (Mar 28, 2022).
https://apps.apple.com/us/app/my-cloud-os-5/id1525641126

One may have to uninstall the app, power cycle their mobile device. Then redownload and install it. This assumes one has created a OS5 MyCloud.com account through the OS5 My Cloud Dashboard.

#WDUserRewards

[jirages]

Delete OS5 app from iphone.
Reset network settings on iphone from general-reset-reset network settings
Iphone reboots, reboot once more.
Go to settings - Safari-
switch off block pop-ups
extensions-switch off all if you have any
switch off also : Hide IP address- prevent cross site checking-block all cookies-fraudulent websites.

open safari and go to os5.mycloud.com
login on the browser
go to app store and download os5 my cloud app
Open the app and it now opens the login page,
login and keep app open
close safari
return to settings and recheck all that you unchecked to be untracked again
to remove the based trackers in phone for the app, reset again network settings
after phone reboot, reconnect to your wifi, and open app. It will open normally
If you try to connect after resetting networks without local wifi the first time, it will not open. Just the first time on same network as your my cloud drive or NAS

The app uses trackers from adobe, google - facebook etc.

[jdl58]

Version 4.19.0 from app store. Tried multiple times without success! Will try @jirages when I get home so I can be on the same wifi with mycloud.

Thanks for your help though!

[Bennor]

Once you have local access to the My Cloud; check in the My Cloud Dashboard that it’s connecting to the cloud access service. And that the account you have entered into the iOS OS5 My Cloud app is granted cloud access in the Dashboard.

Example of cloud access connection status:

#WDUserRewards

[dlrobocon]

Thank you for your help. The WD’s support team in my country suggested me to simply switch the default browser in my iphone from safari to chrome, and it’s working.

[jirages]

Thank you. The initial problem is not your case. The problem is that when you try to login from the IOS app for the first time, it opens the login page automatically in Safari and cannot login. ESPECIALLY, if your default browser is Firefox like mine, or Chrome or what have you.
OS5 my cloud app on IOS always opens login page in Safari, and you cannot change that

[jdl58]

Last night I was able to use @jirages suggestion above and it worked. Thanks so much for everyone’s help on this and especially @jirages .