My Cloud: Collect and Enable Extended Logging

How to Turn on My Cloud Extended Logging

Follow the Steps below to obtain the My Cloud Extended System log file.

• Please ensure that your My Cloud product firmware is up to date.
  For assistance, please refer to Answer ID 10440 How to update the firmware on a My Cloud device
• WD My Cloud system log generates a comprehensive diagnostic report including the system's serial number, MAC address, and other statistical information.
• Extended log system logs does not contain any personal information.
• Extended log obtains more detailed system logs about statistical / Analytical WD My cloud hardware information.
• Please read the WD Privacy Policy

Critical: A system reboot will be required. Ensure that all data transfers to and from the WD My Cloud are stopped prior to turning on the Extended Logging!




Process Overview

1. Enable Extended Logging
2. Allow the My Cloud to reboot completely
3. Access the My Cloud Dashboard
4. Wait at least 5 minutes
5. Recreate the issue/error
6. Create and Save System Report
7. Disable Extended Logging



Please select the one of the Extended Logging set up Instructions from the table below.

Action	Instructions
Enable Extended Logging	Click here for Instructions
Recreate the Issue and Get Logs	Click here for Instructions
Disable Extended Logging	Click here for Instructions





How to Enable Extended Logging on a My Cloud
Follow the Steps below to enable WD My Cloud Extended System logs.
1. Log into the Dashboard.
   Please see the following article for more information on how to access the My Cloud Dashboard: Answer ID 27432: How to Access the Dashboard on a My Cloud Device



2. Click the Settings tab.







3. Select Utilities







4. Under System Diagnostics,  TURN ON
   Extended Logging
   A Pop Up Window will display:
   
   System reboot is required to turn on or off Extended Logging. Any backups, file activity, or file transfers may be interrupted









5. Click OK








6. The WD My Cloud will take about three minutes to reboot.




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How to Recreate the Issue and Get Logs

Follow the Steps Below for re-creating the Issue.

My Cloud System Logs may vary depending on the version of the WD My Cloud device.

1. Duplicate the error condition on the My Cloud


2. Take a Screenshot of the error code, if possible.
   
   
   • Windows: How to use Windows Snipping Tool/
   • macOS: Mac Screen Shot
   
   
3. Log into the Dashboard.
   For assistance, please refer to Answer ID 27432: How to Access the Dashboard on a My Cloud Device


4. Click the Question mark symbol in the upper right.







5. Click Support.







6. A support window will appear.



the Request Automated Support, will create a WD Case and automatically attach the logs to the WD Case.

7. From within the support window: Create and Save System Report.


8. Click Create and Save button.







9. The System Log file, will be zipped and placed in the Download folder.





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How to Turn off the WD My Cloud Extended Logging.
Follow the steps below for turning off the WD My Cloud Extended Logging.
IMPORTANT:
• Leaving the Extended Logging feature turned on may cause the WD My Cloud storage to become full.
• Once the issue is reproduced and the Extended Logs are collected, ensure that the WD My Cloud Extended Logging is turned off.
• A WD My Cloud System Reboot is required.
1. Log into the Dashboard
   For assistance, please refer to Answer ID 27432: How to Access the Dashboard on a My Cloud Device



2. Click the Settings








3. Select Utilties






4. Under System Diagnostics,TURN OFF Extended logging
   A Pop Up Window will display:
   
   System reboot is required to turn on or off Extended Logging. Any backups, file activity, or file transfers may be interrupted








5. Click OK







6. The WD My Cloud will take about three minutes to reboot.


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