Device Offline - WDMYCloud is not accessible

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

I tried to contact you on the free number (Europe Belfium), but it is not working! I tried to register for email support, but also this is not working. 

Please help because I can’t access my files outside my home, in other words outside my own wifi network. I bought the server for that use. Give me a understandible support because I’m no IT expert. I have Belgacom as internetprovider. 

Thank you!!

2

Welcome to the WD Community. 

Sorry to hear that you were not able to get in touch with the designated support team for your region. 

Are you trying to access the unit through the application or through the web page?

3

I tried to access it on the app and on the website, both failed.

It looks like it is not possible to access mycloud from a diffrent location.

4

Yes, It is possible to do that.

Check the settings on the drive and make sure that you firewall is allowing the connection. 

Also make sure that you are allow the connection through the ports 80 and 443.

5

Where can I adjust the firewall? And does my firewall settings at home have an influence on accessing the cloud on a computer from work or iPhone?

Where do I change the ports?

6

Hi, 

See if the following link helps.

http://wdc.custhelp.com/app/answers/detail/a_id/8526/p/526,487/session/L3RpbWUvMTQzMjg0OTU2MC9zaWQvS2kxRGR2bm0=

7

You’re going to have to give us some more information.

By the way, we’re not WD Support; we’re WD customers in a community forum.  Try contacting WD Support:

http://support.wdc.com/?wdc_lang=en

Have you read the manual?

http://www.wdc.com/wdproducts/library/UM/ENG/4779-705103.pdf

See Chapter 9 ‘Accessing Your Cloud Remotely’.

What setup have your performed on the MyCloud?

Have you created a User, and sent them (you) an email with access details?

See Chapter 7 ‘Managing Users’.

Have you enabled Cloud access for the User via the Dashboard?

What router do you have?

Some googling for ‘firewall port’ will probably help you understand what a firewall is, and why and how to open ports in the firewall.  For instance:

https://www.watchguard.com/wgrd-resource-center/security-fundamentals/what-is-a-port

http://en.wikipedia.org/wiki/Firewall_%28computing%29

http://www.howtogeek.com/122065/htg-explains-i-have-a-router-do-i-need-a-firewall/

http://www.dummies.com/how-to/content/how-to-open-a-port-in-the-windows-7-firewall.html

And, yes; if you router firewall does not have the relevant port open to allow secure access to your MyCloud, it will not allow connection requests to be accepted.