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IMPORTANT:
Critical: My Cloud Home cloud access is not available to any device that is not at or above firmware level 9.4.1-101 after June 15, 2023. Need More Help? |
Guided Assist Answer ID 50416: Troubleshooting Steps for a My Cloud Home Device Offline Guided Assist |
Description
My Cloud Home cannot connect, be seen on Windows or macOS and is Offline in the Web or mobile app.
(device offline) |
(network onnection does not exist) |
(problem connecting to the server) |
Important Information
IMPORTANT:
- This is not a Wi-Fi® product.
- It MUST BE connected to a router with internet access using an Ethernet cable.
- The router needs a Broadband (WAN) connection with an Internet Service Providor (ISP) for setup, firmware update, remote access and local access configuration.
- A Gigabit router should be used.
Need more help?
Answer ID 34991: How to Enable Local Network Access to Data on My Cloud Home Using the Dashboard with Cloud Services
My Cloud Home Device
The My Cloud Home can be offline under these conditions.
- Not powered on and LED is not white or blinking.
- A firmware update is in progress.
- Connected to the computer using a USB or Ethernet cable.
- Connected to the internet point (WAN) with no network router in between.
- Connected to the WAN port of the router.
- Loose or bad Ethernet cable.
Need more help?
Answer ID 9578: Steps to Resolve a My Cloud Home with a Fast Blinking LED - LED goes right to solid white when power is applied.
Need more help?
Answer ID 25297: Solid White LED on a My Cloud Home and Never Blinks at Power On - LED is blinking fast or slow and not solid white (ready state).
Need more help?
Answer ID 18042: What Does a Blinking Front LED Mean for WD My Cloud Home? - Internal drive errors or failure.
Need more help?
Windows or macOS Computer
The My Cloud Home can be offline under these conditions.
- Computer is not on the same local network as the My Cloud Home.
- A VPN is being used.
- Firewall, anti-virus, malware, internet security or End Point Protection software is blocking the connection.
Networking
Most network issues can be fixed with a reboot of the router then the My Cloud Home. |
The My Cloud Home can be offline under these conditions.
- VPN being used.
- Bad router port.
- Loose or bad Ethernet cable.
- Connected to a hub or extender instead of a network router.
- Not connected to a Gigabit network router.
A 10/100 router is being used. - Not getting a DHCP IP address from the router.
- IP Address conflict with another device.
- Blocked by a router security feature, filtering or incoming network traffic being blocked. (ports 443,8443,40000-49999)
- The ISP (Internet Service Provider) is filtering or blocking traffic. (ports 443,8443,40000-49999)
- Unstable or too much network traffic.
- Network Jitter and Latency.
High amounts of Latency and Jitter can result in packet loss, reliability and connection issues.
Contact the upstream ISP to fix it.
Need more help?
FusionConnect: Speed Test Plus
Resolution
- New Setup (Slow Breathing LED)
- Check Local Network Shares
- Access Data When Offline
- Network Configuration
- Router UPnP and IP Address
- Router Secure Access Firewall and Parental Controls
- Proxy Server Port Check
- Jitter and Latency Check
- Configure Router DHCP Reservation
- Configure Router with Google DNS Servers
- Computer and Mobile Networks
- Debug Logs for Technical Support
- Offline After 60+ Second Pin Reset or System Erase
- Warranty Replacement and Data Recovery
Hardware LED Status
- Use the power supply that came with the drive.
Need more help?
Answer ID 8216: Power Adapters for Western Digital Products. - Disconnect and remove all USB drives.
- Reboot the My Cloud.
- Remove the power plug from the unit.
- Wait a few minutes.
- Insert the power plug and power it on.
- Ensure the LED blinks then goes to Solid White.
Always Blinking means it's Not Ready.
A solid white LED that Never Blinks should be replaced.
Need more help?- Answer ID 18042: What Does a Blinking Front LED Mean for WD My Cloud Home?
- Answer ID 25297: My Cloud Home Solid White LED and Never Blinks at Power On
- Ensure the Ethernet cable is plugged into the router.
- Check the back of My Cloud Home.
Ensure the Ethernet cable is plugged into the Ethernet port.
Both Ethernet LED are illuminated or blinking.
- Top LED
The top right is the Activity LED.
It shows if there is nework activity when blinking or a solid green color. - Bottom LED
The bottom right is the Link LED.
It shows if the network speeds in megabits per second (Mbps).
It may be amber (100 Mbps) or green (1000 Mbps). - Check all cables to make sure they are tight.
- Connect to a different port on the router.
- Power Off and On the My Cloud Home.
Network Configuration
IMPORTANT:
- This is not a Wi-Fi® product.
- It MUST BE connected to a router with internet access using an Ethernet cable.
- The router needs a Broadband (WAN) connection with an Internet Service Providor (ISP) for setup, firmware update, remote access and local access configuration.
- A Gigabit router should be used.
Need more help?
Answer ID 34991: How to Enable Local Network Access to Data on My Cloud Home Using the Dashboard with Cloud Services
- LAN Only connections are not supported in the My Cloud Home Mobile and Web Apps.
- The computer and mobile phones must be connected to a network with an active Internet connection.
- Power off and on all equipment including the ISP gateway router, WiFi router and network switch.
Use the BEST CONNECTION.
- Gigabit Router connected to the Internet.
- My Cloud Home directly connected to the router.
Proxy Server Port Check
The computer must be on the same network and subnet of the My Cloud Home.
- Click Here to test access to the Proxy Servers.
- Click Here to test access to the Config file.
- Click the links to see if port 8443 and 443 are filtered or blocked by the router or ISP.
My Cloud Home cannot connect to the servers if port 8443 (Proxy) or 443 (Product Registration) are blocked.
Network Jitter and Latency
IMPORTANT: High amounts of Latency and Jitter can result in packet loss, reliability and connection issues.Contact the upstream ISP to fix it.
Need more help?
Answer ID 30213: Network: Router and ISP Connection Performance Testing
Network Router Secure Access Firewall and Parental Controls
View the Use of Third-Party Software or Websites disclaimer.
Western Digital Support cannot help with third-party software or hardware.
Routers with built-in Secure Access Firewalls or Parental Controls may be turned on or set to not allow traffic to and from the My Cloud Home.
- Set router Secure Access Firewalls or Parental Controls to the lowest possible setting.
Test connection to the My Cloud Home again. - Temporarily turn off Secure Access Firewalls or Parental Controls.
Test then connection again.
Need more help?
Netgear Article 62109: How do I set up and install NETGEAR Smart Parental Controls?
Network Router UPnP and IP Address Check
Universal Plug and Play ( UPnP ) allow computers, Internet gateways, Wi-Fi access points, mobile devices and My Cloud Home to find each otheron the network.
View the Use of Third-Party Software or Websites disclaimer.Western Digital Support cannot help with third-party software or hardware.
Consult the user manual or contact the router maker to find out if UPnP is supported and ion how to enable it.
My Cloud Home UPnP port assignments are:
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- Log into the router.
- Go the Attached Devices Section.
Check if the router assigned an IP address to the My Cloud Home.
- Go the Port Forward, NAT (Network Address Translation) or the UPnP section.
Check to see the Internal and External UPnP port assignment.
Need more help?
- UPnP Wizard can be used on Windows to see if the router has UPnP turned on.
- PortForward.com can be used to configure port forward when UPnP is not supported.
Check Local Network Shares
Windows
Check Windows Explorer to see if the Public share is seen.
Need more help?
- Answer ID 12455: Cannot Find USB Flash, NAS, External or Internal Drive on Windows or macOS
- Answer ID 3842: My Cloud, My Cloud Home, or My Passport Wireless Not Detected on Windows 10 Network
macOS
Check macOS Finder to see if the Public and TimeMachine shares are seen.
Need more help?
Answer ID 12455: Cannot Find USB Flash, NAS, External or Internal Drive on Windows or macOS
- SMB or CIFS must be used with the Public Share.
- Connections must be made using the macOS Guest user.
Connect to Public - SMB | smb://guest:guest@MYCLOUD-XXXXX/Public |
Connect to Public - SMB | smb://guest:guest@<IP ADDRESS>/Public |
Connect to Public - CIFS | cifs://guest:guest@MYCLOUD-XXXXX/Public |
Connect to Public - CIFS | cifs://guest:guest@<IP ADDRESS>/Public |
Computer and Mobile Networks
Computer or Mobile Phone
My Cloud Home uses internal reserved port 443 and external non-reserved port ranges from 40000-49999.
These ports are normally not blocked by computer firewall options.
Thid party firewall, malware, anti-virus, internet security and end point protection software may have default settings that block incoming network traffic to the My Cloud Home.
Temporarily disable third party security software and check for My Cloud Home access again.
Computer and Different Network
Connect the computer to a different network to see if it can access the My Cloud Home.
Mobile Phone Network
Download and install the mobile app on the iOS or Android phone.
Check network connection to the My Cloud Home in different modes to isolate the issue.
- Local Wi-Fi LAN.
- Remote Wi-Fi WAN. (Office, Friends or Public hotspot)
- Carrier Network with WiFi turned off. (LTE, 4g, 3g)
New Setup (Slow Breathing LED)
IMPORTANT:
FIRST TIME SETUP BEFORE ANY DATA HAS BEEN ADDED TO THE UNIT.
- System Erase and reset to factory default.
Need more help?
Answer ID 16584: How to System Erase My Cloud Home to Factory Settings - Make sure the LED is Solid White and not Slow Breathing.
- Setup again at MyCloud.com with the same email address and password.
Accessing Data When My Cloud Home is Offline
If the My Cloud Home is offline, the device owner can access the data if local network access is enabled before the device has gone offline. To enable local network access please refer to Answer ID 34991: How to Enable Local Network Access to Data on My Cloud Home Using the Dashboard with Cloud Services.
- Connect computer or laptop to the network with an ethernet cable.
- Locate the IP Address of My Cloud Home by logging into the network router or using terminal cmd command line. For instructions please refer to Answer ID 4166: How to Get the IP Address of a WD Network Attached Storage (NAS) Device.
- Enter the IP address of the My Cloud device in the browser's address field and press the enter key on the keyboard.
EXAMPLE: - Locate the private network share which is set by the local user name that was created from the My Cloud Home dashboard.
For more information, please refer to Answer ID 25436: How to Map a WD Network Drive on Windows 11 and Windows 10 or Answer ID 24148: How to Map a My Cloud and My Cloud Home Network Drive on macOS. - Enter login and password when prompted to access the data.