NAS device not responding to local web browser request for (Dashboard) login page: 504 Gateway Timeout and HTTP ERROR 403

[ichbeans]

Hello all,

I use a My Cloud EX2 Ultra with OS 5.21.104 and a RAID-1 configuration. Since trying to abort a full virus scan with Anti-Virus Essentials (version 1.39) four days ago, the web browsers on my Win 10 Notebook seemingly won´t receive response from the NAS device any more. Both Notebook and NAS device belong to the same local network, while the Notebook is connected to the router through LAN cable (WLAN is off) with a switch in between. When I try to log into the NAS device´s Dashboard by typing http://<IP_of_NAS_device>, Firefox as well as MS Edge open a tab titled 504 Gateway Timeout and saying Gateway Timeout -- The gateway did not receive a timely response from the upstream server or application. The same is true when I try http://mycloudex2ultra instead with Firefox, though MS Edge in this case opens a tab labelled mycloudex2ultra while saying something like Access on mycloudex2ultra denied -- You do not possess user rights for viewing this page. HTTP ERROR 403.

For more than two years both methods worked alright until I did the following:

1. I clicked the Cancel button in the Dashboard under Apps --> Anti-Virus Essentials --> Configure (or something like, as I cannot log in, I am not able to have a look right now)
2. Since nothing changed with Anti-Virus Essentials even one day later (progress bar of AVE after 11 days still stated 2%), I once again clicked the Cancel button.
3. As some time later nothing had changed either, I tried the Suspend button (or something like) in the AVE menu.
4. As the web page after 3. was as well being suspended (i.e. not reacting due to processing) in turn, I just closed down Firefox without regularly logging out.

Since the last successful Dashboard login nothing has been changed on the router and nothing has been changed on the NAS device, excepting only what I have just described above regarding the attempt on aborting AVE. UPnP is deactivated on my router (as I don´t approve), Cloud Access is disabled on the NAS device, no app other than AVE is installed on or substantially accessing (like a media player or backup software e.g.) the NAS device. I have restarted the router already as well as disabled the Notebook´s firewall and anti-malware applications, neither of which brought an improvement. Deactivating privacy and add blocking add-ons in Firefox, too, didn´t accomplish more. Ping seems to work fine (though not sure if at all times), no trouble at all with file access via Notebook (i.e. Windows Explorer), SSH is running on the device and access currently possible this way. ps -a yields 21459 root 4640 T clamav -c pause -f /mnt/HD/HD_a2/.systemfile/clamav/log/log.log, so I guess AVE is meanwhile suspended.

I would prefer a different method to just pulling the plug of the NAS device or shut it down to get the local login on the Dashboard working again. Can someone tell
a. which process/service or application on the device provides the web login or hosts the login page, and if possible how best to restart it (parameters etc.) or
b. how best to abort AVE via SSH or
c. what else could be worth while trying?

Any ideas or hints are welcome while I will keep trying to dig deeper into network and related matters. Whereas I am none too hopeful about the latter for I am not sure where to dig in the first place yet …

Thanks in advance for any help!

ichbeans

[Keerti_01]

Hi @ichbeans,

Please refer to the article My Cloud OS 5: AdminUI Dashboard Connection Denied or Refused (HTTP ERROR 403):
https://support-en.wd.com/app/answers/detail/a_id/29973

If further assistance is needed, please open a case with our support team at the following:
https://support-en.wd.com/app/askweb

[ichbeans]

Hello @Keerti_01,

thanks for your answer. The link you are referencing does not seem to apply to my problem since it refers to public (WAN) login attempt whereas I tried access from a Notebook, which is part of the same local network as the NAS device. The IP addresses of the NAS device as well as the Notebook comply with the private numbering space. I also feel the 504-error should primarily be observed rather than 403.

I opened support case #220414-002981.

Regards,

ichbeans

[ichbeans]

Hello all,

in answer to my support case #220414-002981 (see preceeding post), the WD Customer Support suggest for me to make a 40 Seconds Restore. This is exactly not what I am looking for. I told them so, asking for naming some processes/services involved with the local web login and maybe parameters needed and to let me know, if such solution as I am seeking was not possible and, if applicable, due to what reason. Their answer was that there is no other way from their side. No other information.

As they didn´t tell what triggered this faulty behaviour of the device either, I do not know what actions henceforth to avoid in order to prevent this trouble for the future. So I would still be very happy about help from anybody else other than WD.

Greetings

ichbeans