Mycloud ex2 unable to connect to the internet

Hello Everyone!
I have a problem and need assistance. I have the mycloud ex2 and unable to connect to the internet. I already tried to change the dns
my portal says that the cloud access is disabled.
Why this? Because I tried to upgrade from os3 to os 5. Interesting enough that I have a mycloud bookshelf model on the same network and it is working just fine.
I already tried to press for 40 secs the reset button.
Also tried tech support and spent about one hour and no luck.
I can see the mycloud ex2 on my computer. Since I dont have internet access per ex2, I am unable to create an account so I can give cloud access to any user.