WDSYNC (EX4100) - No Internet Connection Detected - One Computer Works Another Does NOT

My Cloud OS 3 Personal & Network Attached Storage My Cloud EX Series
1

I’ve setup 4 remote users to our EX4100 just fine. One computer in particular will not setup correctly even after installing/uninstalling the WDSYNC program. Restarting the EX4100 and computer doesn’t help either. During setup I can Select the EX4100 after signing in. But it still won’t sync and it reports in the STATUS in the SysTray (WD icon) No Internet Connection Found. I have disabled the Kaspersky Firewall and restarted the computer without Kaspersky running with same result.

WDSync Logs - Looks like it won’t authenticate completely.

Source
WDHttpHelper

Target site
Void HandleException(System.Exception, System.Net.HttpStatusCode, System.String, Boolean)

Stack trace
at WDHttpHelper.HttpHelper.HandleException(Exception ex, HttpStatusCode ignoreCodes, String msgHeader, Boolean logInfo)
at WDHttpHelper.HttpHelper.GetResponseObject(HttpWebRequest request, Type type, HttpStatusCode ignoreCodes, String msgHeader, Boolean logInfo, Boolean logStatus)
at WDOrionAPI.Orion.DeleteDeviceUser()
at LiveFile.SyncService.LiveFileService.OnRemoveSyncDevice(LiveFileDevice device)

11/17/2016 11:07:28 AM Severity=INFORMATION Message=Activated EX4100
11/17/2016 11:07:28 AM Severity=INFORMATION Message=Set up MyCloud transport for EX4100
11/17/2016 11:07:28 AM Severity=INFORMATION Message=Local folder - C:\Users\bjpet\My Cloud
11/17/2016 11:07:28 AM Severity=INFORMATION Message=ID file - C:\Users\bjpet\My Cloud.WUBF26470376.wdsync
11/17/2016 11:07:28 AM Severity=INFORMATION Message=Share - randall
11/17/2016 11:07:30 AM Severity=INFORMATION Message=Remote folder - /randall/WD Sync/
11/17/2016 11:07:30 AM Severity=INFORMATION Message=Added sync pair - Local = C:\Users\bjpet\My Cloud, Remote = /randall/WD Sync/.
11/17/2016 11:07:30 AM Severity=INFORMATION Message=Added EX4100. Saved user configuration.
11/17/2016 11:07:30 AM Severity=INFORMATION Message=Added EX4100. Saved global configuration.
11/17/2016 11:07:30 AM Severity=INFORMATION Message=Added syncing to EX4100
11/17/2016 11:07:41 AM Severity=ERROR Message=Analytics.AddMetricsEvent - Bad param (Login Error,Local Sync,Exception
11/17/2016 11:08:38 AM Severity=ERROR Message=Analytics.AddMetricsEvent - Bad param (Login Error,Local Sync,Exception
11/17/2016 11:09:38 AM Severity=ERROR Message=Analytics.AddMetricsEvent - Bad param (Login Error,Local Sync,Exception
11/17/2016 11:10:38 AM Severity=ERROR Message=Analytics.AddMetricsEvent - Bad param (Login Error,Local Sync,Exception
11/17/2016 11:11:38 AM Severity=ERROR Message=Analytics.AddMetricsEvent - Bad param (Login Error,Local Sync,Exception
11/17/2016 11:12:38 AM Severity=ERROR Message=Analytics.AddMetricsEvent - Bad param (Login Error,Local Sync,Exception
11/17/2016 11:13:38 AM Severity=ERROR Message=Analytics.AddMetricsEvent - Bad param (Login Error,Local Sync,Exception
11/17/2016 11:14:38 AM Severity=ERROR Message=Analytics.AddMetricsEvent - Bad param (Login Error,Local Sync,Exception
11/17/2016 11:15:38 AM Severity=ERROR Message=Analytics.AddMetricsEvent - Bad param (Login Error,Local Sync,Exception
11/17/2016 11:16:38 AM Severity=ERROR Message=Analytics.AddMetricsEvent - Bad param (Login Error,Local Sync,Exception
11/17/2016 11:17:38 AM Severity=ERROR Message=Analytics.AddMetricsEvent - Bad param (Login Error,Local Sync,Exception
11/17/2016 11:18:38 AM Severity=ERROR Message=Analytics.AddMetricsEvent - Bad param (Login Error,Local Sync,Exception
11/17/2016 11:19:38 AM Severity=ERROR Message=Analytics.AddMetricsEvent - Bad param (Login Error,Local Sync,Exception
11/17/2016 11:20:38 AM Severity=ERROR Message=Analytics.AddMetricsEvent - Bad param (Login Error,Local Sync,Exception

11/17/2016 11:08:38 AM Severity=INFORMATION Message=Sync thread terminated: EX4100, WUBFXXXXX Location=CleanUpSync
11/17/2016 11:09:27 AM Severity=INFORMATION Message=Sync version: 1.3.5949.26210
11/17/2016 11:09:27 AM Severity=INFORMATION Message=OnIsPending
11/17/2016 11:09:33 AM Severity=ERROR Message=DeviceLogin WebException - Unable to connect to the remote server -
11/17/2016 11:09:33 AM Severity=ERROR Message=DeviceLogin Exception - Unable to connect to the remote server -
11/17/2016 11:09:33 AM Severity=ERROR Message=DeviceLogin WebException - Unable to connect to the remote server -
11/17/2016 11:09:33 AM Severity=ERROR Message=DeviceLogin Exception - Unable to connect to the remote server -
11/17/2016 11:09:38 AM Severity=INFORMATION Message=OnOffline
11/17/2016 11:09:38 AM Severity=ERROR Message= - Location=HandleException
11/17/2016 11:09:38 AM Severity=ERROR Message= - Location=HandleException
11/17/2016 11:09:38 AM Severity=ERROR Message= - Location=BeginSyncAsync
11/17/2016 11:09:38 AM Severity=INFORMATION Message=Sync thread terminated: EX4100, WUBFXXXX Location=CleanUpSync
11/17/2016 11:10:27 AM Severity=INFORMATION Message=Sync version: 1.3.5949.26210
11/17/2016 11:10:27 AM Severity=INFORMATION Message=OnIsPending
11/17/2016 11:10:33 AM Severity=ERROR Message=DeviceLogin WebException - Unable to connect to the remote server -
11/17/2016 11:10:33 AM Severity=ERROR Message=DeviceLogin Exception - Unable to connect to the remote server -
11/17/2016 11:10:33 AM Severity=ERROR Message=DeviceLogin WebException - Unable to connect to the remote server -
11/17/2016 11:10:33 AM Severity=ERROR Message=DeviceLogin Exception - Unable to connect to the remote server -

2

Hello,

Is the username “randall” a user on the EX4100 with a valid share that is read/write?
Does the user “randall” have a MyCloud.com account?
Is the problem PC on the same switch, network subnet as the ones working?
Are you able to login to MyCloud.com on the affected PC and access the EX4100 using the “randall” email address and password?

3

I have setup 2 other computers to the EX4100 for 2 more users. The Randall computer will not. I have setup the Randall account on my computer and it works; so the EX4100 Randall account is setup properly. And, I have logged into the MyCloud using the Randall account through the browser with no problem. I’ve uninstall/reinstalled several times. Please note that the EX4100 does get found when I sign in for the first time after the setup has finished. It just doesn’t sync and returns the status as “No Internet Connection Detected”.