No access to my cloud files

Hi all. I have an issue with my MyCloudEX2 Ultra. I woke up a few days ago and tried to access the device from my laptop and was greeted with a login prompt, which I had not set up… I enter my password but it brings up another popup saying it could not access the drive.

I could not access my cloud control panel either. I had to do a soft reset to reset the admin password, which worked fine, but I am now unable to access my files.

When I try to change access in the cloud control panel I see that the folders I have files in are faded out and I am unable to change anything. I also notice that the password is active, however I did not set that for the files, just the admin password to access the cloud control panel.

Folders faded out

When I enter my password to access the folders, I get this error…

Access denied

Any help is appreciated! I need access to my files.

Hi @GrimmReaper,

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:
https://support-en.wd.com/app/ask