OS 5 Cloud Access cannot be Established, Cloud Account not Displayed in Dashboard

Hello All,

I have a My Cloud EX2 Ultra in use for more than a year now, currently running under OS 5.09.115. It connects to a Connect Box (vendor originally Unitymedia, now Vodafone), which is the Internet facing router/gateway with built in firewall. UPnP is disabled by purpose.

A couple of weeks ago, I decided to make use of the streaming capabilities of the NAS, within LAN bounds that is. As it seems, one has to create an (online!) Cloud Account (in addition to the local user account of the NAS!) before being able to set streaming services to work, even if you are intending to stream from the NAS to a receiver in the same local subnet. Please correct me, if I am wrong with anything so far.

Upon logging into the local admin user account via Dashboard (of course, since it´s OS 5) and trying to create a Cloud Account however, I got an error message, no new account showed in the Dashboard. A retry was followed by a message, saying there is already an account with the same email address and would you have it just the same. Agreeing to that was of no avail, nothing was changed, excepting that Cloud Access was now turned on. Trying the login button will ever result in a message window saying `Something went wrong, please check that you have an active Internet connection and try again.´ But I can log in to this (new) Cloud Account with these same credentials (which are positively different from the local user credentials) by direct web access (i.e. have the web browser on my computer go for mycloud.com). None of the shares show up there though, of course.

I have read diverse threads on this `Something went wrong …´ with Cloud Account/Access issue but couldn´t find a convincing solution or a proper explanation as to its cause. I have already tried rebooting the NAS and the Connect Box as well. And I have spent days searching the Internet for related topics and so getting any clue. Port 8443 seems accessible (tested by “curl portquiz.net:8443” via SSH und by sending a request to http//portquiz.net via web browser). Dashboard displays both hard disks soundly working. One thing I did not do however, and will never again: as experience repetitively taught me, counting on WD Support is not only pure loss of time but a nuisance and an offense as well. Those who may have been more fortunate than I pardon me for this one.

Is there anyone who found a solution with OS 5 for this or can maybe even tell what is the reason for this problem? As in my case I don´t set much trust in the factory restore solution (which I had to perform only some weeks ago due to the abominable OS 5 update) and not so much in a deletion of the account either, I prefer to look at these only as a last resort.

Rather now, the following thoughts occurred to me. But being an IT layman, I´m treading on thin ice here. I would therefore ask for your assessment and/or advice with a view on what now follows.

With regard to the above, it seems to me the connection is working by half. I wonder if

  1. a packet is being filtered by the firewall of the Connect Box or
  2. a connection being dropped/rejected as an incoming request (NAT). Also, if
  3. increasing TTL could help. Fourth, if
  4. the authentication certificate could be a problem, as was hinted in another thread.

I could maybe test for 2. by defining a port forwarding rule (which probably UPnP would establish, but I won´t enable UPnP) and for 1. maybe by even turning off the whole firewall on the Connect Box. However, I don´t feel much at ease with both methods right now because a) I don´t know the address of the WD server for an accurate port forwarding but I don´t like to open the appropriate port(s) to the whole world either, and b) I´d prefer to have the desktop firewall (Windows 10) properly configured before shutting down the Connect Box firewall, but I am not familiar with firewall configuration and can´t currently afford the time necessary to get this accomplished.

While I´m not sure if the second part of this post is fit to place in this forum (I trust some of you guys will tell me, if it´s rather misplaced), I will be the more grateful for any experience, possible approach, hint or opinion on these points also.

Thanks for any answers in advance!

What’s your support case number and can you submit new system logs?

Call created just now for providing system logs is incident no. 210216-004252. Requested data should hence be available to you.

{“message”:“Admin user first time failed to sign in.”,“response”:{“error”:{“message”:“Owner is already attached to device”,“label”:“CONFLICT”},“statusCode”:409}}}

I checked your system logs.
The error message on the device side mean the Cloud Servers has your email address being used already attached to this device. However, the device side is missing the email address association for the admin user. This issue will be fixed in a future firmware release.

The solution for 5.09.115 is to perform a System Only Restore.

Thank you for your real fast answers! I´ll provide feedback by updating this post as soon as I am done with the restore. I don´t know yet when I will get to it, though.

However, I can´t here refrain from proclaiming my utter discontent as a WD customer with the need of an ever present internet connection. I´d very much like to see WD change this policy.

I did a System Only Restore, which cost me 3 hours including setting things in order again afterwards. I caught a brief glimpse of the new Cloud Account in the Dashboard.

After disabling the cloud service (Cloud Access) and trying to start it again however, I keep getting the `Something went wrong …´ message. This is what I expected to happen, for something must have triggered this failure the first time. So why or how could resetting the local admin account by way of system restore substantially solve this issue? The trigger event (whichever these might be) has occurred the first time, and now it has again. Apparently one superior event is disabling of the cloud service (there might be others). Avoiding triggers by keeping the cloud service running perpetually is no option, as you must agree.

At least I am quite confident now the issue does not lie on the route section between the device and the WD server, but beyond. Thus it is likely not given to me to make any impact on this shortcoming at all.

And I have this to comfort me: now I have been able to behold this magnificant view of the Cloud Account in the Dashboard for close to a moment, I can die in peace. And my so dear My dark Cloud EXmperimental Too Ultraexasperating with its loyally daunting Off Service 5 they shall place by my side.

As OS 5.10.122 is now available, I startet a manual update (from OS 5.09.115). It had to be manual, for the “check for updates” option of the Dashboard imperturbably claiming that the system being up to date with 5.09.115. :roll_eyes:

After `successfully´ updating to 5.10.122, I tried to start Cloud Access by logging in to the existing admin Cloud Account via Dashboard. Thereupon I received the `Something went wrong …´ message while still no Cloud Account displays in Dashboard.

So, although the release notes for 5.10.122 stating that some issues with Cloud Access were being solved with this release, for example like after importing configuration settings (like I have done after the proposed System Only Restore, see previous post), no change shows with regard to the already outlined problem.