Since I upgrade to 5.19.117 I can't sign in to cloud service

My Cloud OS 5 Personal & Network Attached Storage My Cloud Mirror
1

Hi

since the move to “auth0‌.‌accounts‌.‌westerndigital‌.‌com” and upgrade to the last version - WD My Cloud Mirror Gen 2 is 5.19.117, I can’t sign in to the Cloud.

there was also upgrade to the authentication page from “https://os5.mycloud.com/” to “auth0.accounts.westerndigital.com”

my account is working on the web… I can check for firmware updates …
but the sign in from the my cloud device it self , stop working .
when trying , it just stack.

2

@idang we cannot duplicate the issue reported.
Please collect the system logs from My Cloud device and send to support for analysis.

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

3

Hi SBrown
I have open a case at WD support “Reference #: 220123-000252”
but is seems that the engineer working with me does not have enough knowledge
he send me old instruction of how to enable cloud access on my device.

I have upload the system logs to the case.
do you know of any way to escalate the case ?

4

Thanks for reaching out.
Your case was escalated this morning and we will be looking at the issues reported.

5

Same issue with me. No Connection with Web Browser and Android App. Message is “your device is offline”. Access with IP possible. Cloud Services Status = Error.