Since the announcement that my device will become obsolete I have been trying to set up a safe point on an external hard drive connected directly to the USB port of My Cloud. It either does nothing or gets 50% of the way and then fails. I have deleted countless failed safepoints and rebooted My Cloud several times but still no joy. Now I am unable to access it via the app and when I try to access it via the web interfaces I can’t access the dashboard and the my files web interface says it can’t connect.
I have years of photos to back up plus music and am really worried that I Amy lose it or be unable to access it.
Not sure what “unable to access it via the app” means. You cannot use the MyCloud.com web portal to access the My Cloud Dashboard. Generally the only way to manage the Safepoint backup feature of the My Cloud is using the My Cloud Dashboard. And normally one would access the My Cloud Dashboard using a web browser from a local network computer/device.
Basic troubleshooting step with USB drive issues, use the My Cloud Dashboard to eject the USB drive. Then wait 5 to 10 minutes then reconnect the USB drive and see if’s Share can be accessed on the local network using Windows File Explorer or Mac Finder. Also, if one has set the USB’s Share to Private, that one or more Users have permissions to read/write to the Private Share.
There is a USB Content Availability setting in the My Cloud Dashboard > Settings > Remote Access section that may prevent the USB Share from being listed or seen if you access the My Cloud remotely. You may need to enable that option to see/access the USB Share remotely.
Things to check if a Safepoint backup fails to complete. Use the My Cloud Dashboard to eject the USB hard drive connected to the My Cloud. Then attach that USB hard drive to another computer and run a disk check on the drive to see if there are any errors or bad sectors on the USB drive. Hard drives can, and do, start to go bad and eventually fail.
Sometimes the My Cloud backup feature will hang/freeze if it encounters file names using special Windows or Macintosh characters. Review the files to ensure file names are not using special characters.
As a troubleshooting step, avoid using the My Cloud when it is performing a Safepoint backup. Avoid streaming media, adding or deleting files, etc. while a backup is being performed. the My Cloud hardware is not very capable and can be easily taxed causing the unit to perform sluggishly.
Lastly, if the USB hard drive supports being put to sleep. Check if there is a user option with the drive’s utility program to change how long the drive waits before entering sleep or hibernation mode. Try disabling that option if it is available.
I Bennor and thanks for your reply. Apologies if I wasn’t clear.
I am now able to access the dashboard via the web but unable to access my files via the web - message states cannot connect.
My Cloud now appears in Finder too but if I click on it it cannot connect.
I am wondering, as I carried out a 40 second reset, has that affected anything i.e. do I need to set up the device from scratch again?
Until I can connect and see my files I am unable to check the file names.
Thanks
For remote access issues check the My Cloud Dashboard > Settings section to see what it indicates for a connection status for Remote Access/Cloud Access.
For local network issues accessing a Share as a troubleshooting step, set the Share to Public via the My Cloud Dashboard > Shares tab and see if the issue persists. Another troubleshooting step is to reboot the computer and the My Cloud. One may also need to remove, on their computer, any saved My Cloud passwords that were previously used to access a Private Share on the My Cloud. On Windows one could do this through the Windows Credentials Manager option. On Macintosh OS one would typically do this through the Keychain Access option.
Some remote access issues can be fixed by turning off Remote Access/Cloud Access in the My Cloud Dashboard > Settings. Wait a few minutes, then re-enable the option.
Hi, I’ve managed to connect to my dashboard and files via a browser but it is still a bit hit and miss but I guess I can live with that. I have not been able to complete a full backup of all my files though. The max I have managed is 90% and it seems to get stuck at one particular file each time. I have tried deleting that file but am unable, it is a photo, nothing weird about it. The error code is 1102. I was having the same problem earlier and only getting about 40% backed up and read that deleting itunes artwork files may resolve the issue, which it did until it didn’t like this photo. If it doesn’t like the file and I am unable to delete it, what options do I have.
Thanks you for your help so far you have been incredibly helpful, more so than WD Support to date.
Thanks again.
