Trouble with My Cloud - Can No Longer Connect

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

Hello everyone. I’ve submitted request for support through WD customer service, but the responses haven’t helped and the response time is abysmal so I’m wondering if anyone in the community can help.

A number of months ago my toddler managed to flip a switch on a surge protector and killed the power to my WD My Cloud device (along with everything else there). When I got power back on the light was red and I couldn’t access it through the apps (iOS) or logging in online. The device didn’t show up. The light on the device eventually went blue and then white.

It has disappeared from the device lists on the app on my iPad. If I try to use the app on my iPhone I get a message that Remote Access is Disabled. If I try to log in through the site I get a note that it can’t connect and that I should update the firmware, which I obviously can’t do and to contact WD Support that has only directed me to use the reset button on the back (which I tried).

I’ve not been able to find a good solution to anything like this through my searching so though as a last ditch effort that I would ask before I just toss the thing since it’s not looking to be the most reliable device.

2

Couple of suggestions. Try connecting the My Cloud to another networking port on the router/switch. Try connecting the My Cloud direct to a computer. Try performing a 40 second reset using the reset button on the back of the My Cloud.

http://support.wdc.com/KnowledgeBase/answer.aspx?ID=13986

3

Thank you for this. The response I received via email was not as explicit in instructions as the link you shared. I’ll try the proper reset this evening when I get home.

4

I agree with Bennor. However, if after doing the 40 second reset, you still have the red led light, it’s possible the drive has failed. But, I would check the power adapter (plug it into the wall directly) to make sure that it’s getting enough power to fully boot up, first.