I am currently dealing with the WD support because my WD MyCloud Home is showing offline.
Its been more than 20 days since my device went offline, reply times from WD support are long and non Value adding.
After some update from WD, MyCloud home went offline around 17 Dec 2022, as usual support team asked to do reset, thereafter I was asked to send logs, then after a reminder I was asked to send logs again. Today I got feedback that they suspect drive is faulty, though I mentioned already that I can access the public folder on my local network and even read and write the data, only problem is that I cannot access the main data because drive cannot connect to internet. MyCloud home is visible on local network and has IP address already assigned, so no network card failure.
If you are curious, LED is solid white.
WD seems to be not interested in solving customer problems.
Anyone has any suggestion how to solve the problem? I have tried 29 seconds reset already, haven’t tried 60 seconds reset as I don’t want to lose my data.
If anyone knows how to easily get data out from MyCloud home without paying 600-700 euros to data data recovery partners?
This is really a wake up call for all those who think their My Cloud Home (MCH) is a backup device and will last a long time after warranty has expired - it isn’t and it won’t. A data backup is duplicated data on another drive such as a USB HDD or offsite such as one of the online cloud storage.
It sounded like support gave an answer that is not acceptable to the customer but that doesn’t mean support is terrible. With the new firmware, all the data on the health of the MCH is in the owner’s possession, just post the Smartdata.log inside the debug_logs and see if the drive has failed. Chances are if the device is more than 2 to 3 years old and out of warranty and the drive is in a failed or pre-failure state - it will look something like this or worse:
Sorry to hear. I and many many other people went through the same issues with this terrible product and the useless support. I was able to recover all my data using the following instructions: Solution for WD My Cloud Offline
If your situation is the same as mine was and for many other people your device won‘t come online anymore I‘m afraid.
Thanks for replying and your willingness to look at the log.
When I meant support is terrible, I mean the lack of customer focus, delays in replies, standard replies without even reading what I mentioned, asking to try same things over and over again. All this in 20 - 25 days.
My problem is that support says it’s disk failure though I can still see the public folder on my device on the local network and even read and write data on it without problem, how it could be disk failure if it works in the local network.
Below is the log that you mentioned:
The log is not lying and neither is WDC support, this HDD is dead drive spinning and will not last very much longer even though part of the drive is still accessible (#196 and #197 should be 0). This drive has more than 3 years of constant running because the old firmware never spin down the HDD when not in use and quite likely this was also running something like Plex in the background, constantly reading and writing with random access metadata and error logs to the HDD. There comes a time when the firmware detected the Smartctl data that HDD has failed, it will not longer run some apps or upgrade new firmware on the MCH and instead showed an offline state.
Search for ‘shuck’ or ‘rescuezilla’ in this MCH forum and there will be instruction on how to shuck the HDD from its enclosure and how to recover the data with free software if the DIY route is where this is heading.
Yes, buy a 120 euros USB HDD and back up the data often before the MCH failed and goes offline.
