WdMyCloud extremely unresponsive and slow

Legacy Products My Cloud OS 3
1

Hi,all

Here is my story, I bought a WDMyClud 4TB in the US (Best Buy) on july 2014,

As I tried to use it, it performed so painfully slow that after several support incident, WD gave me level 2 support (remote access to my computer)  they confirmed the malfunctioning device, generated an RMA for exchange the defective unit.

Just because I live in Argentina, the exchange got extremely slow, and after several phonecalls and 4 painful months waiting I got a new unit shipped just here.

Here is the actual problem:

The Safepoinf I made before into a USB ADAT 1.5 TB external drive, did not retrieve on the new unit, (internal error) so dont dream this is a safe system, because it is not! So I lost many of my stuff!!

But. the new unit was working good, a little solw but enough for me!,

After loading it with real data, it got painfully slow,

I uploaded only normal data into it, lets say 400 video files (550Gb), 50k pictures (1.5TB), many PDF (30Gb) and backup stuff o my software and systems. Actually only 2.5 Tb are used.

The mobile application WDMYPhoto is really very slow (did all the settings and generated the link to my divice using the generated code). I own several Android KitKay-version tablets and mobile phones, even an Apple IOS8 IPad2

The application uploads the pictures from my phones dn tablets, seamlessly trough the cloud, in a pretty good (slow) but effecttive fashion. The problem is there is no feedback, I cannot see the stored notr the uploaded pictures.

Tried the (smart/silly) solutions on the WD support page, and reindexed the index on the WDMyCloud

The Web interface waits/lasts several seconds on each change, the responsiveness is sluggish, almost unbearable.

The share access if slow, the directory listing is too slow I have to wait seconds unitil windows shown me the file listing of any share.

I am a 55 year old, software specialist & programmer, also electronics engineer, and my machines are fast and clean, own a desktop PS of type W7x64 with 8GbRAM DualCore 3GHz, I have at my office a network with several HP servers, a dedicated fiberoptic internet link with 10Gbit, a 1Gb DIR655 Router and a 1Gb 16 port Cisco Switch, the overal performance is fast, I also own a WDMyBook II (white light) which happens to transfer and respond 10timees faster than the new NAS, and its only 1TB and 4 years old, still running!

I cannot understand what is happening, newer stuff, worser performance?!

Support only switched the device for another new but slow(er) unit! after months of struggling.

¿Any clue? I have read too much about performance problems,no solution I tried many and they did not work.

¿Is there a way to have at least what is promised by WD commercially?

any help will be appreciated, thanks in advance

Andres Hohendahl

2

andysoft wrote:

The Safepoinf I made before into a USB ADAT 1.5 TB external drive, did not retrieve on the new unit, (internal error) so dont dream this is a safe system, because it is not! So I lost many of my stuff!!

Just because the Safepoint Restore didn’t work doesn’t mean your data is lost…  It’s still on the USB drive in an ordinary file.  Just plug it into your computer and copy it back.

With the vast amount of media you’ve copied over, it’s going to take days for the Cloud to finish transcoding all your files for use with the mobile apps.   How long have you waited?  (By the way, restarting it, reseting, etc, just causes the processes to start from scratch, so all work it’d done up to then is gone.)

3

Hi, thanks@

The problem was that the “Safepoint”, is a complex directory structure, and it took hours to acomplish on august 2014, on the former drive, ending with an uncomprehensive error message, after this issue, tried again wiht same results, and finally I gave-up and manyually rescued some files (the most important ones, I guessed) and formatted the drive for returning it back blank to RMA, which operation took 3 days and after this time, aborted with an “unexpected” error message! (dont remember what). My rights to have a 4Tb drive was since then, 4 months in a warrantee “limbo”, adn now the new drive fails to do what supposed to.

The drive has been loaded with data more than 3 weeks ago, and is still indexing… and shows error (yellow triangles with exclamation) on any detail screen when going to see the status, I disabled cloud access and rebooted the device, and enabled again… with no results!

Tried to re-scan the drive, but the operation of the dashboard is so painfully slow, that you go hardly on nerves when trying to do domething there!

Just therefore I am searchig for help!

About Me

I am skilled software developer, not so skilled on linux, but I guess there are processes running on the drive which exhaust the resources, and the kernel and processing power is not smart enough to give a decent non-preemptive time-slice to the web-server serving the dashboard, which seems to work with a heavy javascript programamtion on the thin HTML+JS browser client, while consuming some kind of asynchrounous webservices against the device, which indeed are extremely slow and clumpsy in response!

What I guess is that may be some files (video/audio/pictures) are corrupt (**bleep** happens!) and the indexer-spider fails and there is a error, which produces some kind of loop, or re-san, have not read the logs, because I just have no info. on the software at all, but something should be there I guess.!

I did not snif insde the whole programming, I could also do some kind of reverse-engineering,

But I think this is not the point, WD should create a product w/o this defects!

cheers!

4

Please read the following post which will explain what is happening.
http://community.wd.com/t5/WD-My-Cloud/before-you-pack-up-your-WD-and-return-it-let-s-talk-about/td-p/683307
If you ssh into your MyCloud and kill the indexing processes, you should be able to have a functioning device. Think about downgrading the firmware too. Search for the post on this topic.

5

Thanks

I’ve read that post, and it elighted me on the many threads running around the drive doiung ‘bad work’ and being able to slow down the device.

What  want and therefore I scream loud here, is that WD should take into their focus the many problems they create on customers when selling a device with a bunch of promises which are not fulfilled. Only this!

6

Wow, I fixed it, but I don’t pat myself on the back. I truly just stumbled on this.

After banging my head against the wall like every single other user of the WD My Cloud Mirror on planet earth, I finally STUMBLED upon the fix.

I did a reset of my device. Soft reset did not work (holding reset button 4 seconds). I removed power, depressed reset button, plugged in power, and did a 10 count to avoid the hard-reset, which is said to require 40 seconds. Well, a hard-reset was done, in spite of this.

This, however, is not the fix. This only gave me temporary access to the dashboard so that I could stumble upon the fix!

I went to Apps, noted that DLNA Media Server and iTunes were on. I immediately turned them off and the responsiveness was unreal. It was like waking this thing up from a coma.

Please, try this and reply here with your experiences.

FYI, I had been using a static IP address and the hard reset reverted to a DHCP assigned address. That has not in any way impacted this. The entire reason the drives were being hammered and the dashboard was inaccessible was due to these apps being on.