Remote Access - MyCloud.com Device Offline or Cannot Connect to My Cloud


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:

Remote access to a My Cloud device through MyCloud.com fails with Can't connect to My Cloud and shows as Offline.


Cause:

Remote Access and Network connection failures can occur for many reasons:

  • ISP or Router blocking ports
  • Router does not support UPnP or UPnP is disabled
  • Computer Software blocking communications
  • Domain Name Resolution issues


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.

Double NAT Configuration

"Double-NAT" is when there are two devices on the network, both handling Network Address Translation (NAT) services and or serving DHCP addresses at two levels. The most common is having an a WiFi router plugged into a Cable Modem Router from your Internet Service Provider to provide WiFI access to mobile tablets and phones.
For Double NAT solutions, please refer to Answer ID 19538 Cannot Connect to a My Cloud Behind Two Network Routers


Power Cycle Networking Equipment

A Power Cycle may be required to achieve full networking functionality for consumer networking equipment.

  • Power OFF the Router, Gateway and or Switch
  • Power ON the Router, Gateway and or Switch
  • Power OFF the My Cloud
  • Power ON the My Cloud

 

My Cloud Firmware Update

Ensure the My Cloud firmware is up to date.
For assistance with firmware updates, please refer to Answer ID 10440 How to update the firmware on a My Cloud device

 

My Cloud User Email Address

Ensure the My Cloud device user email address is present and updated.

  • Log into the My Cloud Dashboard
  • Click the Users tab
  • Select the User
  • Re-enter the email address of the user
  • Click Update

If an Undefined message is displayed, please refer to Answer ID 14949 'Error Undefined' occurs on My Cloud

 

My Cloud Cloud Service

Ensure the My Cloud device Cloud Service is ON and Connected in either Port Forward or Relay mode.

  • Log into the My Cloud Dashboard
  • Click Settings
  • Ensure Cloud Service is ON
  • Ensure Connection Status is Connected

If the, No Internet Access message is displayed, please refer to Answer ID 15180 No Internet Access. Check your network and try again. (220004)
For more details regarding My Cloud connection status, please refer to Answer ID 16770 My Cloud "Cloud Access Status" Definitions

 

Computer and Different Network

Connect the computer in question to a different network to determine if access to the My Cloud can be obtained from MyCloud.com


My Cloud Moble App Network

Download and install the My Cloud mobile app on your iOS or Android device and check network connectivity to your My Cloud device in different modes to isolate the issue.

  • Mobile App - Local Wi-Fi LAN connection
  • Mobile App - Remote Wi-Fi WAN connection (IE: Work, Friends or public hotspot)
  • Mobile App - Carrier Network connection

UPnP My Cloud Ports

If the router supports UPnP, download and install the UPnP Wizard to determine the external ports assigned to the My Cloud by your router.
My Cloud devices with the most recent firmware updates external UPnP port assignment should be between 9000 and 9999.

Please click to view the Use of Third-Party Software or Websites disclaimer

 

Router UPnP Table

Most routers on the market that support UPnP / NAT will provide an "Attached Devices" or "UPnP Table".
Please refer to the routers User Manual or contact their technical support department for instructions on how to access the Attached Devices or UPnP Table.

  1. Login to your router

  2. Go the UpNP or Attached devices page and view the routers port mapping table.
    .

EXAMPLE: Router UPnP Mapping Table



Port Filtering and Blocking

My Cloud products use a mixture of assigned and random TCP and UDP ports to communicate.
Verify your router is not blocking or filtering non-reserved TPC/UDP ports above 1024.
Consult with your Network Administrator or ISP to determine if traffic is being filtered or blocked on the network.

For assistance with My Cloud service and port assignments, please refer to Answer ID 18363 My Cloud Port Usage and Assigments


Anti-Virus and Firewall Software

Check your local PC Anti-virus, Malware, Internet Security or End Point Protection software to ensure ports are not blocked.
For assistance, please contact your software vendor or refer to their technical user manuals.

 

My Cloud Unique ID

Obtain the My Cloud device's Unique ID using the My Cloud device's IP address. The Unique ID will be used to validate remote access from the remote location.

  • Open a web browser
  • Enter the IP Address of the My Cloud device preceded by https://

https://ipaddressofmycloud

  • Click Advanced or OK depending on the browser being used
  • Copy and save the device's Unique ID

EXAMPLE:

device1234567-12345678.wd2go.com
device1234567-12345678-local.wd2go.com

 

Remote Computer - Domain Name Resolution and Network Routing

Open the browser to the online DNS Lookup Tool http://mxtoolbox.com/dnslookup.aspx or open a command prompt on the computer being used for remote access and check name resolution and traceroute to the following online resources Failure of DNS lookup can result in failed remote access to the My Cloud device.

For more network routing troubleshooting options, please refer to Answer ID 18620 How To Troubleshoot My Cloud Network Routing Issues
For more DNS troubleshooting options, please refer to Answer ID 18619 How To Troubleshoot My Cloud Domain Name Resolution (DNS) Issues

  • nslookup mycloud.com
  • nslookup www.wd2go.com
  • nslookup discovery.wd2go.com
  • nslookup wd.com
  • nslookup device1234567-12345678.wd2go.com
  • nslookup device1234567-12345678-local.wd2go.com
  • tracert (Windows) or traceroute (macOS) mycloud.com
  • tracert (Windows) or traceroute (macOS) wd.com
  • tracert (Windows) or traceroute (macOS) discovery.wd2go.com
  • tracert (Windows) or traceroute (macOS) device1234567-12345678.wd2go.com
  • tracert (Windows) or traceroute (macOS) device1234567-12345678-local.wd2go.com

 

If any of the nslookup or trace commands fail on the remote computer, changes may be needed at the router or network DNS layer. Please consult with a network administrator or ISP for assistance. Simply changing the DNS Servers on the remote network's router to use a public DNS Server such as Google addresses could resolve the issue. Network routing issues must be addressed at the router and or ISP.


  • EXAMPLE:  FAILED TRACERT / TRACEROUTE OUTPUT

tracert (Windows) or traceroute (macOS) device1234567-12345678-local.wd2go.com

Tracing route to device1234567-12345678-local.wd2go.com [123.456.789.123]
over a maximum of 30 hops:

  1    14 ms     8 ms    10 ms  192.168.0.1
  2    21 ms    19 ms    19 ms  12.123.21.1
  3    21 ms    18 ms    19 ms  67.8.5.232
  4    37 ms    28 ms    28 ms  fed1sysc02-get0006.sd.sd.cox.net [67.8.5.232]
  5    33 ms    28 ms    28 ms  ae55.bar2.SanDiego1.Level3.net [4.16.106.5]
  6    64 ms    58 ms    58 ms  ae-5-5.ebr4.Dallas1.Level3.net [4.69.140.106]
  7    53 ms    48 ms    50 ms  ae-1-11.ebr5.Dallas1.Level3.net [4.69.134.18]
  8    84 ms    78 ms    69 ms  ae-41-41.ebr4.Atlanta2.Level3.net [4.69.209.237]
  9    93 ms    86 ms    90 ms  ae-10-3615.ebr3.Washington1.Level3.net [4.69.150.234]
 10    93 ms    90 ms    91 ms  ae-3-3.bar1.Philadelphia1.Level3.net [4.69.133.161]
 11    92 ms    89 ms    88 ms  ae-11-11.bar2.Philadelphia1.Level3.net [4.69.153.90]
 12    94 ms    98 ms    97 ms  4.16.126.150
 13   108 ms   109 ms   198 ms  207.172.196.242
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.

 


  • EXAMPLE:  FAILED NSLOOKUP OUTPUT

nslookup device1234567-12345678-local.wd2go.com

Server:  dns.yourdomain.com
Address:  10.10.1.1

*** dns.yourdomain.com can't find device1234567-12345678.wd2go.com: Non-existent domain



Google DNS


Primary DNS Server: 8.8.8.8
Secondary DNS Server: 8.8.4.4


To set Google DNS on a My Cloud, please refer to Answer ID 17215 How to Use Google public DNS servers on a My Cloud

    Note:
    Please refer to your router's user manual or contact your router's technical support department for the proper procedures.

IMPORTANT Important: Power Cycle all devices after any network changes in the following order:

  • Reboot the Router
  • Reboot the PC or MAC being used
  • Reboot the My Cloud device

Remote Computer - Accept Certificate

After the unit reboots from updating the firmware, Log out and Log intointo MyCloud.com.

  • If the Can't connect to My Cloud page is displayed, click on Accept the device's security certificate.
  • Click on Continue
  • Select the browser tab labeled Untrusted Connection
  • Select I Understand the Risks
  • Click Add Exception....
  • Click on Confirm Security Exception to add the certificate from the network device to the web browser.
  • Once the Add Security Exception panel closes, the browser tab will display a 404 - Not Found message. Disregard this message, and proceed with the next step.
  • Return to the MyCloud.com browser tab, and refresh it or log out of the MyCloud.com session, and then log back in. Once the connection is re-initiated, the device will be accessible through MyCloud.com if there are no other issues.

 

My Cloud Reset and Restore

The steps included in this article will normally resolve the issue or provide information as to why remote access is not functioning. Resetting or Restoring a My Cloud can be used as a final step when attempting to troubleshoot remote access issues.

 




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