Western Digital Support cannot help with third-party software or hardware.
Streaming content from a My Cloud OS 5 or My Cloud Home results in choppy audio, pauses, or buffering. This can happen for many reasons.
Computer and Mobile Phone
- CPU (32-bit vs 64-bit)
Older 32-bit computers normally use 10/100 Mbps network adapters.
Solution: Stop software that use too much CPU and memory. Replace the 10/100 network adapter with a 1000 Base-T Gigabit one. Use a newer 64-bit computer with more power.
- System Memory
Computers with small amounts of memory may not have enough resources.
Solution: Stop software that use lots of CPU and memory. Upgrade or add more memory.
- Laptops and Mobile Phones
Low battery life or not connected to a power source.
Solution: Use an Ethernet cable instead of Wi-Fi on computers. A direct connection will result in better performance than Wi-Fi. Batttery life should 75% or higher and plugged into a power source.
- Wi-Fi Bands (2.4 and 5 GHz bands)
Data transfer over 2.4 and 5 GHz Wi-Fi bands will be much slower than Ethernet.
Solution: Use an Ethernet cable instead of Wi-Fi. Use 5 GHz instead of 2.4 GHz when direct Ethernet is not possible. Turn off the 2.4 GHz band. Put the computer next to the router.
Local Network
- 10/100 Networks
Data transfer using 10/100 hardware will be slow.
Solution: Use Gigabit network adapters, switches, and routers. Connect to a 5 GHz Wi-Fi band and remote the Ethernet cable.
- Network Traffic
Network traffic (overhead) can affect speed.
Solution: Turn off media stream devices likes Media Players, Tablets, other computers, and Smart TV.
- Faulty Network Hardware (router, switch, cable)
Bad network hardware like network card, network cable, switch, or router can cause performance issues. It can also cause a mismatch in network speeds and prevent auto-negotiation from working right.
Solution: Replace bad and outdated networking hardware.
- Network Hubs
Hubs can cause collisions, drop packets and auto-negotiation mismatches.
Solution: Replace network hubs with Gigabit switches.
- Cable Modem and Wi-Fi Router (Double NAT)
Double NAT means there is more than one router between the storage drive and the internet.
Solution: Connect the storage drive directly to the cable modem or router closest to the internet connection.
Remote Network
Streaming over a Wide Area Network (WAN) Wi-Fi or carrier network can result in content buffering.
Make sure the internet connection speeds are good enough for the media type. (HD, 4k, etc...)
Need more help?
Answer ID 27612: Steps to Test Network Internet Speeds for Video Streaming and Content Buffering
- ISP bandwidth limitations or throttling
Solution: Contact the ISP to see if they limit network bandwidth or throttle when streadming.
- Network Jitter and Latency
Solution: Test the network. High amounts of Latency and Jitter can result in packet losses, network reliablilty and connectivity issues.
Need more help?
Speed Test Plus
- Slow Upstream Connection
Local smaller ISP use larger upstream providers. Issues with the upstream provider can cause network problems at the downstream ISP.
Solution: Contact the local ISP for more information regarding their service.
- Spotty Wi-Fi or Carrier Network Connection
Crowded or high use hot spots can cause network latency.
Solution: Use a different network.
- Router Bandwidth Limits
Solution: Check the router for any incoming or outgoing bandwidth limits.
- Content Filtering
Solution: Contact the ISP. Check the local router setting for any content scanning or filtering options.
My Cloud
- My Cloud OS 5 Indexing and Generating Previews
This occurs when updating from OS 3 to OS 5. It happens when data is added to the My Cloud.
Solution: Wait for Indexing and Generating Previews to complete. Turn Off Cloud Access to transfer data.
Need more help?
Answer ID 29819: Steps to Disable and Enable Indexing and Media Services on My Cloud OS 5
Indexing and thumbnail creation happen when data is added.
Solution: Turn Off Cloud Access (Remote Access) and all third-party apps.
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Answer ID 29819: Steps to Disable and Enable Indexing and Media Services on My Cloud OS 5
Plex, Twonky and Anti-Virus Essentials apps scan and download content adding to network traffic and CPU usage.
Solution: Ensure third-party apps are not indexing or scanning. Turn off third-party apps.
- Backups
Remote and USB drive backups use CPU and memory. They also increase disk activity.
Solution: Stop My Cloud backups.
- macOS
Local data transfer to and from password protected Private shares are slower than non-password protected Public shares.
Solution: Disable SMB2 Signing from the macOS SMB client.
Need more help?
Answer ID 23093
My Cloud: macOS Slow Transfer Performance with Private Shares
My Cloud Home
- USB Backups
USB backups will result in disk read and writes. Backup to the My Cloud Home will result in indexing and generating previews.
Solution: Ensure all USB Backups have completed.
- Data Transfer
Data Transfers will result in more network traffic, disk read/writes, content indexing and thumbnail generation.
Solution: All data transfers should be completed or stopped when streaming media content.