If I try to sign-in to my account under ‘Cloud Access’ on my device this error pops up: ‘Something went wrong, please check that you have an active Internet connection and try again.’ The same happens if I try to create a new account or click ‘Invite’ for another user.
The device is definitely online, under the ‘Home’ tab ‘Cloud Access’ says ‘Connected’.
What could be the problem? Thanks.
I would suggest to collect the system logs and send to support for assistance.
Let me know the case number.
How to Collect My Cloud System Logs
I am having the same issue today after upgrading to version 5.
‘Something went wrong, please check that you have an active Internet connection and try again
Please share the solution.
This is on top of the indexing nightmare 
that is taking ages.,
facing the same problem here! please help , im using the latest firmware 5.10.122 and everytime i try to sign into my cloud account i get this message "Something went wrong, please check that you have an active Internet connection and try again.’
Did you update your devices from OS 3 to OS 5 or from 5.09.115 to 5.10.122?
Please collect the system logs, open support cases, attach the logs to the case and let me know the case numbers.
How to Collect My Cloud System Logs
My NAS got the update automatically , i checked the firmware version and it shows 5.10.122 , seems like this has to do with the update itself , also please note that i have the hardrive installed in Slot #1 if that makes a difference ?
Hello! I have this issue too, yesterday I contacted the WD support and the reference number is 211005-003438
Hello! I have this issue too. What do you mean that the reference number is 211005-003438? How can I find help with this number?
Hi @vagelis, I contacted the WD support, that number is the number they assigned to my request.
Thank you @nicola.cpz .
Hello everyone, just to inform you, I did not received any answer from the WD support but now I have just tried again to abilitate cloud access to my device and it worked. Maybe the WD team solved my problem remotely (I provided them the S/N of my device) or maybe it was just some temporary issue, who knows.
The first post on this was Feb 2021 and a year later I have this issue. WD tech support has been of little help.
