I have spent the past 3 or 4 days trying to setup my new WD MyCloud EX2 Ultra 16TB NAS, and all goes well except that I cannot sign into the OS5 Cloud Access account to turn on Cloud Access. Not for Admin or any other Users. When signing into the account via the web browser, I can sign in but I get the notice that I have no compatible devices found. So, the account is established. My EX2 Ultra just cannot connect. It sits and “Uploads” until it finally times out.
I am using Mac computers and a NETGEAR Nighthawk RAXE500 WiFi router, if that helps.
I spent several hours today with WD Tech Support, allowed Tech to remote access my system, and he could not solve the problem. I emailed him my System Log File from the EX2 Ultra and he elevated the problem to a higher level.
Has anyone else with a new EX2 Ultra encountered this problem? Could it be a glitch in the Frameware installed in this particular unit? I am at the point of taking this new device in to the store where I bought it and exchanging it for another one, in case it is something within the unit. However, I suspect that the problem is at the WD end of things, and that the problem is with the Cloud Access user account online.
Anyone else suffering this issue?
Yes, I have similar issue with my new My Cloud Ex2 Ultra. I get the message “we have found your account but no compatible My Cloud NAS”
I think I turned off Cloud access after setup but I am unable to switch it back on.
I spent hours and hours online with WD Tech Support trying to resolve this issue. I uploaded to the tech rep my system log data from the My Cloud EX2 Ultra, and remain waiting for their analysis and recommendation. Finally, since I was within my 30-day window to return the unit to Best Buy, where I bought it, I decided to return it as “Defective.” I started to purchase the replacement, an identical WD My Cloud EX2 Ultra, but I am hesitant because I am concerned that the replacement will have the same or similar problems. Basically, I need assurances from WD that the unit will work as it is supposed to work. Meantime, I am considering going to the WD My Cloud Pro 2100 unit that does everything that the EX2 Ultra does but has larger capacity and appears to have a better system and track record. If I go that route, I will buy the Pro 2100 without drives and put in two 10TB WD RED PRO hard drives. Yes, more money but I am searching for a Cloud Access NAS that can also provide high speed local service and media streaming. But I am waiting on that too since the WD NAS units regardless of Expert or Professional level quality only use Gigabit Ethernet connection. Today, everyone with new technology is stepping up from Gigabit (1000 bits per second) to the new 2.5 Gigabit per Second Multi-Gig Ports. These 2.5 Gbps ports automatically throttle connected devices to their maximum speed. Basically, you go from 125 MB per second on the Gigabit port to 250 MB per second on the 2.5 Gbps. I don’t see this on any WD NAS or Cloud devices yet. QNAP has both the NAS and 2.5 Gbps switches available (albeit pricy), and T-Link and Netgear has 2.5 Gbps switches. My NETGEAR Nighthawk RAXE500 WiFi router features the 2.5 Gbps Ethernet port, with which you can connect a 2.5 Gbps switch and feed the new large volume NAS devices at twice the speed. Great for watching true 4K movies from the NAS. So, for now, I returned my WD MyCloud EX2 Ultra and am in the holding pattern researching and hedging my bets to get a good, solid NAS that works as advertised.
Soooooooo. . .
1st. . . .bear in mind that the Pro2100 and EX2 ultra are fundamentally running the same firmware. So if you can’t get the EX2 ultra software to work. . . . .you won’t get the Pro2100 to work either.
2nd. . . .it sounds like you are missing a step where you go into the device (using the dashboard) and enable cloud access on the unit. I dunno. . . I no longer run OS/5, so I can’t run through the steps with you.
3rd. . . you have already experienced WD tech support. Enough said.
4th. . . seriously. . . .2.5gb? If you are running the bleeding edge. . . .the WD hardware is not where you should be looking. Look elsewhere. 2.5gb maybe the latest thing. . .but not everyone has it yet. I see the 2.5gbs switches on amazon. . .but . . .I am not seeing very many routers with 2.5gbs LAN ports. ah. . . I looked up the RAXE500 router ($600 on amazon?). This is one of the few routers that has a 2.5gbs port. Interesting.
If I might ask. . .exactly what are you running at 4k? I imagine you must be wired into a PC, which outputs to a hometheater via HDMI? (Because if you want that kind of bandwidth. . .you aren’t using WiFi, right?)(you certainly aren’t running direct to a TV or to a Roku/chromecast type device hooked to a PC)
Oh. . . .and if you truly are looking for 2GB speeds. . . .WD Cloud Access is NOT part of the answer. You won’t want anything to do with WD Cloud software which involves internet access. You will want to run files straight up using plex or vlc or whatnot. . .reading the files directly across the network from the media server to the NAS.
As stated in my previous post, I had a similar problem with my new My Cloud Ex2 Ultra. Today I found I could connect to my account and all is well. I made no changes at my end so I can only assume it was something at the WD end, maybe an issue with processing new accounts. Hope this post helps others. I am not new to IT as I spent 30 yrs as an IT professional so I am pretty sure I did nothing wrong at my end.
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