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How to Collect My Cloud Home On-Device Debug Logs

How to Collect My Cloud Home On-Device Debug Logs


STOP 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.

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Answer ID 50808: My Cloud Home and ibi Critical Firmware Update Required for Remote Access


  • Collecting logs can only be done from the local network.
  • The debug logs have details about application, system, crash, and kernel content.
  • Please read the WD Privacy Policy

Guided Assist Guided Assist
Answer ID 50471: How to Check My Cloud Home Debug Logs for Errors Guided Assist

Web App


  1. Open home.mycloud.com and sign in.

  2. Click the 3-line Menu at the upper left of the screen or open the browser window in full screen mode.

  3. Click Settings.

  4. Under Current Storage,
    Click the My Cloud Home device.

  5. Click Device Logs.

  6. Save the debug_logs.zip file to the computer.

  7. Submit a case at the Support Portal and attach the debug logs.

Device Offline


  1. Log into the router.

  2. Find the Attached Devices, UPnP or NAT-PNP table.

  3. Find the Internal IP Address of My Cloud Home.

    EXAMPLE

  4. Copy and paste the command below replacing LOCAL_IP with the Internal IP Address of My Cloud Home into a web browser to save the debug logs.

    COMMAND
    http://local_ip:33284/cgi-bin/logs.sh

    EXAMPLE COMMAND
    http://192.168.0.22:33284/cgi-bin/logs.sh


  5. Save the debug_logs.tar.gz file to the computer.

  6. Open a case at the Support Portal and attach the logs.

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Connection Timed Out




The following steps can be taken if a Connection timed out message is shown:

  1. Check the Ethernet Port lights on the rear or the My Cloud Home to ensure that both are lit up.
  2. Check IP address of the My Cloud Home on the routher to make sure it is correct.
  3. Turn off firewalls and anti-virus, Internet security and end point protection software for a short time to test.
  4. Reboot the router and modem.
  5. Make sure router has enough IP addresses in the DHCP pool.
  6. Try a another network cable and another router port.
  7. Remove all other network connected devices to get rid of any IP conflicts.
  8. Try a different router or connect another network device to make sure it gets an IP address.
  9. Check the LED Status when the My Cloud Home is powered on.

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Details
Answer ID 6746
Published 08/20/2018 12:58 AM
Updated 01/23/2024 03:15 PM

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