MyCloud Unexpected error please try again

I have users that cannot access the EX4100 remotely, they get the Unexpected error occurred. Please try again. I have rebooted it, rebooted all the network equipment and no luck. I am the admin and I get the same error when trying to login remotely. I am able to connect via a mapped drive but not remotely. I have 1 user who can access and the others cannot. I have cleared cache tried both Chrome and Firefox and still get the error. Any help would be appreciated.

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Have you opened a Support Case? If not opened, for more information, please contact the WD Technical Support team for the best assistance and troubleshooting:

Hi. Did you get your problem solved? We are having the same issue and the support keeps saying to do the 40 second reset but they dont assure us that it will work. We dont want to do the 40 sec reset as it erases all the account and configuration.

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No I haven’t, I did have a drive go bad and I replaced it and did the rebuild hoping that would take care of it but no luck. I even tried using a VPN signing in from somewhere else and still nothing

Has anyone been able to resolve this issue. I still cannot access my files through a website

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We have reached out to you via direct message, so we request you kindly check and reply to your DMs so that we can assist you further.


This is what worked for me:

"Based on your concern, please be informed that we have reviewed the device logs and would suggest you to try some suggested steps to check if this resolves your issue.

  • Disable anti-virus app
  • Disconnect external USB drive
  • Please perform a system restore.

A System Only Restore reverts all system settings to their defaults. This process is Not Data Destructive and will not impact user data or shares on the device. Please do note that once system restore starts. The cloud indexing starts from the beginning. The amount of time to index, depends on the amount of data stored on the device.

Please see KBA below,
My Cloud OS 5: Restore To Factory Default Settings (System Only)

My Cloud OS 5: Best Practice for Cloud Access and Indexing

Postpone or turn off any 3rd party apps and backup jobs running on your My Cloud NAS so more CPU and Memory can be allocated for the indexing process.

Cloud Access Indexing is not recommended on shares containing Timemachine, Windows File or 3rd party software backups. Enabling indexing on backup shares can result in poor AdminUI and device performance. Please allow index to complete before adding or removing user, setting permission, and invite user.

Once the indexing is complete then try again to access the device from the web portal and check if it works now."

Perform a system only restore and this should resolve the problem.
A System Only Restore reverts all system settings to their defaults, but is Not Data Destructive and will not impact user data or shares on the device.

My Cloud: System, Quick and Full Restore

Once completed, follow below KB to setup your dashboard and then you should be able to access your files/folders remotely/via Cloud.

How to Setup My Cloud OS 5 Dashboard and How to Use It