MyCloud crashes after update when uploading files

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

After not using MyCloud for a while, I connected it successfully to our new router, and managed to upload a number of big files by way of Wifi connection last night. This morning, when trying to continue with the uploads, I agreed to a firmware update (now v04.04.01-112), being - at that point - blissfully ignorant of the multiple problems that updates apparently create. As a result, I am now unable to upload anything to the device. I can still see it, I can even open files stored on it - but whenever I try to upload anything, it crashes. Being a Mac user does not make life easier (for once), as many of the instructions on the web are for Window machines.

Can anyone tell me whether there is a quickfix? This is what the error report says:
Process: WD My Cloud [555]
Path: /Applications/WD My Cloud/WD My Cloud.app/Contents/MacOS/WD My Cloud
Identifier: WD My Cloud
Version: ??? (???)
Code Type: X86-64 (Native)
Parent Process: WD My Cloud [549]

Date/Time: 2016-03-10 10:28:24.262 +0100
OS Version: Mac OS X 10.7.5 (11G63b)
Report Version: 9

Interval Since Last Report: 460883 sec
Crashes Since Last Report: 43
Per-App Crashes Since Last Report: 22
Anonymous UUID: 450536A9-D268-4833-9769-6E0D67803CE5

Crashed Thread: Unknown

Exception Type: EXC_BAD_ACCESS (SIGSEGV)
Exception Codes: KERN_INVALID_ADDRESS at 0x0000000000000000

Backtrace not available

Unknown thread crashed with X86 Thread State (64-bit):
rax: 0x000000140001000e rbx: 0x0000000000000000 rcx: 0x0000000000000000 rdx: 0x0000000000000000
rdi: 0x0000000000000000 rsi: 0x0000000000000000 rbp: 0x5fc0102800000000 rsp: 0x0000000000000000
r8: 0x0000000000000000 r9: 0x0000005500000000 r10: 0x0000000000000000 r11: 0x0000000000000000
r12: 0x0000000000000000 r13: 0x0000000000000000 r14: 0x0000000e00000000 r15: 0x0000000000000000
rip: 0x00007fff5fc01028 rfl: 0x0000000000010202 cr2: 0x0000000000000000
Logical CPU: 0

Binary images description not available

External Modification Summary:
Calls made by other processes targeting this process:
task_for_pid: 0
thread_create: 0
thread_set_state: 0
Calls made by this process:
task_for_pid: 0
thread_create: 0
thread_set_state: 0
Calls made by all processes on this machine:
task_for_pid: 1349
thread_create: 1
thread_set_state: 0

Model: MacBookAir4,2, BootROM MBA41.0077.B0F, 2 processors, Intel Core i5, 1.7 GHz, 4 GB, SMC 1.73f66
Graphics: Intel HD Graphics 3000, Intel HD Graphics 3000, Built-In, 384 MB
Memory Module: BANK 0/DIMM0, 2 GB, DDR3, 1333 MHz, 0x80AD, 0x484D54333235533642465238432D48392020
Memory Module: BANK 1/DIMM0, 2 GB, DDR3, 1333 MHz, 0x80AD, 0x484D54333235533642465238432D48392020
AirPort: spairport_wireless_card_type_airport_extreme (0x14E4, 0xE9), Broadcom BCM43xx 1.0 (5.106.198.19.22)
Bluetooth: Version 4.0.8f17, 2 service, 18 devices, 1 incoming serial ports
Network Service: Wi-Fi, AirPort, en0
Serial ATA Device: APPLE SSD SM256C, 251 GB
USB Device: FaceTime Camera (Built-in), apple_vendor_id, 0x850a, 0xfa200000 / 3
USB Device: hub_device, 0x0424 (SMSC), 0x2513, 0xfa100000 / 2
USB Device: Apple Internal Keyboard / Trackpad, apple_vendor_id, 0x024d, 0xfa120000 / 5
USB Device: BRCM20702 Hub, 0x0a5c (Broadcom Corp.), 0x4500, 0xfa110000 / 4
USB Device: Bluetooth USB Host Controller, apple_vendor_id, 0x821f, 0xfa113000 / 9
USB Device: hub_device, 0x0424 (SMSC), 0x2513, 0xfd100000 / 2
USB Device: USB2.0 Hub, 0x05e3 (Genesys Logic, Inc.), 0x0608, 0xfd120000 / 4
USB Device: USB2.0 Hub, 0x05e3 (Genesys Logic, Inc.), 0x0608, 0xfd124000 / 6
USB Device: USB2.0 Hub, 0x05e3 (Genesys Logic, Inc.), 0x0606, 0xfd124400 / 8
USB Device: Natural® Ergonomic Keyboard 4000, 0x045e (Microsoft Corporation), 0x00db, 0xfd124410 / 9
USB Device: Microsoft Wireless Optical Mouse® 1.00, 0x045e (Microsoft Corporation), 0x00e1, 0xfd124200 / 7
USB Device: HL-5250DN, 0x04f9 (Brother International Corporation), 0x002b, 0xfd122000 / 5
USB Device: Internal Memory Card Reader, apple_vendor_id, 0x8404, 0xfd110000 / 3

Thanks in advance!
Ben

2

I’d try the ‘turn it off and on again’… uninstall the WD My Cloud app and re-install it, making sure you install the latest version.

Also, firmware upgrades sometimes seem to need a 40-second reset (remove power, press&hold reset, apply power, wait 40 seconds, release reset) to make the MyCloud work properly…

If you’re working locally to your network, I’d suggest not using the MyCloud app for accessing the drive at all; map it into your file system, and use Finder for all file operations.

I’d only really suggest using the app for remote access, or if you want to move stuff around on the MyCloud (since it ought to work a bit quicker, doing all file operations internally to the MyCloud, rather than having to go back and forth to the Mac).

3

Hello there,

Thanks for your help. But I am afraid I cannot uninstall WD My Cloud, as
it crashes immediately when starting the deinstallation process. I would
very much like to re-install the software: any pointers how this could
be done?

As for the file transfer, your suggestion to go through Finder does the
trick: thank you! I still have no idea why the My Cloud app is so
unstable, but as long as I am able to access the device and shift data,
I am not overly fussed.

With best wishes,
Bernhard

4

I still have no idea why the My Cloud app is so unstable,

Simple: it’s not very well written, IMO…

I would very much like to re-install the software: any pointers how this could be done?

Mapping your drive into your operating system is by far the best way of accessing it: it means that the drive is available natively to all programs, and you don’t have to mess about saving to local drive and then copying to the MyCloud with the WD App; everything works just like it would with a hard disk drive connected directly to the computer.

I don’t use the App, and I don’t have a Mac, so I can’t help with installation problems… Unless you need it for remote access (which can be done via the web portal anyway), I wouldn’t bother fighting with it any further; it’s a retrograde step in file system access.

5

Point taken! As they say, if it’s not broke don’t fix it…
Thanks again for your help - much appreciated.