Learn how to collect the on-device debug log files from your Western Digital My Cloud Home storage device.*END
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? |
- 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 Answer ID 50471: How to Check My Cloud Home Debug Logs for Errors Guided Assist |
Web App
- Open home.mycloud.com and sign in.
- Click the 3-line Menu at the upper left of the screen or open the browser window in full screen mode.
- Click Settings.
-
Under Current Storage,
Click the My Cloud Home device. - Click Device Logs.
- Save the debug_logs.zip file to the computer.
- Submit a case at the Support Portal and attach the debug logs.
Device Offline
- Log into the router.
- Find the Attached Devices, UPnP or NAT-PNP table.
-
Find the Internal IP Address of My Cloud Home.
EXAMPLE
- 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 - Save the debug_logs.tar.gz file to the computer.
- Open a case at the Support Portal and attach the logs.
Need more help?
- Answer ID 26648: Data Recovery for My Cloud Home
- Check Warranty Status and Create an Online Warranty Replacement.
Connection Timed Out
The following steps can be taken if a Connection timed out message is shown:
- Check the Ethernet Port lights on the rear or the My Cloud Home to ensure that both are lit up.
- Check IP address of the My Cloud Home on the routher to make sure it is correct.
- Turn off firewalls and anti-virus, Internet security and end point protection software for a short time to test.
- Reboot the router and modem.
- Make sure router has enough IP addresses in the DHCP pool.
- Try a another network cable and another router port.
- Remove all other network connected devices to get rid of any IP conflicts.
- Try a different router or connect another network device to make sure it gets an IP address.
- Check the LED Status when the My Cloud Home is powered on.
Need more help?
- Answer ID 25297: Solid White LED on a My Cloud Home and Never Blinks at Power On
- Answer ID 26648: Data Recovery for My Cloud Home
- Check Warranty Status and Create an Online Warranty Replacement.