My Cloud Mobile app displays "Network Connection Failure" or "Device Offline" Error message


IMPORTANT Important:

Please ensure that your My Cloud product firmware is up to date.

For assistance with updating My Cloud firmware, please refer to Answer ID 10440 How to update the firmware on a My Cloud device


Issue:

When accessing a My Cloud device, the mobile app displays the error message Device offline or Network connection failure - 904. 905, 906, 907


Cause:

The My Cloud Mobile App is not able to communicate with the My cloud device due to one of the following reasons.

  • My Cloud device is powered off
  • Device was reset to factory defaults
  • Unable to connect to my cloud servers
  • Misconfigured router
  • My Cloud device did not obtain an IP address from the router
  • Filtered or blocked ports by the ISP
  • Restriction by fireWall and/or end point protection software on the local network

Solution:

IMPORTANT Important: The instructions below are designed to assist in troubleshooting remote access issues with MyCloud.com. Please try one solution at a time and test for resolution before continuing with the next item.

Cloud Access (Remote or Cloud Service)


  1. Login to the My Cloud Dashboard.
    For assistance accessing the Dashboard, please see Answer ID 10420: How to Access the Dashboard on a My Cloud Device

  2. Select the Settings tab

  3. Scroll down to Cloud Access
  4. Verify if the status is Connected and in Port Forward or Relay Mode or Not Connected


  5. Turn OFF Cloud Access and click OK
  6. Turn ON Cloud Access and click OK
  7. Verify connectivity using the mobile app

User Cloud Access


  1. Select the Cloud Access Tab
  2. Scroll down to Cloud Access
  3. Select a user from the list to verify if a mobile device is connected and if the user has a MyCloud.com account.



  4. If not,

    • Click Sign Up to create a My Cloud.com account
    • or
    • Click Create to generate a Direct Access Code


  5. Verify connectivity using the mobile app

Mobile Device Networking Settings


  1. Access Network Settings of the mobile device
  2. Ensure WiFI is turned ON
  3. Ensure Airplane Mode is turned OFF
  4. Ensure the device is connected to a WiFi or Wireless Carrier network

MyCloud.com on Mobile App


  1. Open the My Cloud Mobile App
  2. Access Manage devices/services
  3. Scroll down and SIGN OUT of Mycloud.com
  4. Close and Open the My Cloud mobile app
  5. Access Manage devices/services and sign in to MyCloud.com again

Reinstall the Mobile App and add the My Cloud


  1. Uninstall the My Cloud mobile app from the mobile device
  2. Install the My Cloud mobile app again
    For assistance with installing the mobile app, plrease see Answer ID 10462 How to install the My Cloud Mobile App on Android or iOS

  3. Add the My Cloud to the mobile app
    For assistance with adding the My Cloud to the mobile app, please see Answer ID 15233 How to add a device to the My Cloud Mobile App

Power Cycle Networking Equipment


If the steps above have not resolved the issue, power off and on all networking equipment.


  1. Power Off and On any Modems, Routers and Switches
  2. Power Off and On the My Cloud device
  3. Power Off and On the Mobile device

My Cloud Reset


if the steps above have not resolved your issue, the My Cloud device may restore a reset.


For assistance resetting a My Cloud device, please see Answer ID 10432: How to Reset a My Cloud Device
For assistance setting up a My Cloud device, please see Answer ID 10439: How to set up a My Cloud Storage device


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