IMPORTANT: My Cloud OS 3 End of Support Notice!
My Cloud OS 3 has reached its end of support life cycle.
Please update to My Cloud OS 5.
Need more help?
- My Cloud OS 3 End of Support
- WDC 21004 Recommend Upgrade to My Cloud OS 5
- Answer ID 32059 My Cloud OS 3: Cloud Access and Notification Email Support Removed
- Answer ID 29813: Steps to Manually Update My Cloud OS 3 to My Cloud OS 5
- Answer ID 28740: Western Digital Product Lifecycle Support Policy
Description
My Cloud or Content is not recognized by a Smart TV, DVR or Media Player.
Smart TV, DVR or Media Player
The Smart TV, DVR or Media Player may not:
- be on the same IP network as the My Cloud
- support media streaming in the connected network mode
- support the media format of the data on the My Cloud
- have media streaming configured or enabled
- include or support DLNA media server streaming
- etc...
My Cloud
- Twonky DLNA media server may not be enabled
- Media Serving at the Share may not be enabled
- Share may not content media content
- Ensure Twonky DLNA Media Server is enabled
- Click the Settings tab
- Click Media
- Turn ON DLNA Media Server
- Ensure Media Serving at the Share is enabled
- Click the Shares tab
- Select a Share
- Enable Media Serving on the share
- Ensure the Share contains supported photo and video media content
- Log In to your routers interface
- Locate the IGMP Snooping option which may be located under Settings or Advance Settings depending on your make and model.
- Set IGMP Snooping to Disabled
- Not all network routers will have an IGMP Snoop option
- Western Digital Technical Support does not provide setup, configuration or technical support for third party vendor products.
- Does the device make, model and firmware support DLNA Media Streaming?
- Is the device compatible with Twonky DLNA Media Server v7.2.9-13 on the My Cloud?
- Is the device compatible with Windows Samba SMB1, SMB2 and or SMB3?
- Is the device connected to the same IP Network as the My Cloud?
- Is the device connected via WiFi or Ethernet?
- Does the device support media streaming in the configured connection mode? (WiFi or Ethernet)?
Various Smart TV and media players on the market do not support streaming in certain network configuration modes. - Connect the device to the same network as the My Cloud using WiFI and check connectivity
- Connect the device to the same network as the My Cloud using an Ethernet cable and check connectivity
- Disconnect and Reconnect device to the network
- My Cloud connected via Ethernet cable to the ISP provided cable modem router or gateway
- Smart TV, DVR, Computer or Media Player connected via WiFi to the Wireless Network router connected the ISP provided cable modem router or gateway
- Iif the My Cloud is not see on the network at all,
Please refer the Network Attached Storage (NAS) section of Answer ID 14945 Windows or macOS cannot find my drive - If the My Cloud is not seen under Media Devices,
Please enable Twonky DLNA Media Server per Answer ID 18625 How To Disable and Enable My Cloud Indexing and Media Services - The Max SMB Protocol is set to (SMB3) by default starting with firmware version listed in the table below
- Max SMB can be changed to SMB1 or SMB2 to change samba communications on the network
- The SMB Protocol cannot be changed on My Cloud with firmware 04.xx.xx-xxx code line
- Twonky DLNA Media Server v7.2.9-13 is included on all My Cloud products.
- The DLNA Media Server is either ON or OFF
- If the Smart TV, DVR or Media Player does not see the My Cloud DLNA Media Server, the TV's media player client may not be compatible with Twonky v7.2.9-13
- For more detailed information and Twonky Support Policy, please refer to Answer ID 18588 My Cloud Twonky DLNA Media Server Support
Resolution
My Cloud
Router IGMP Snooping
IGMP Snooping is the process of listening to incoming internet network traffic. The feature allows a network router or switch to listen in on traffic to ensure the devices maintain a map of which node need which data stream. Multicasts may be filtered from the links which do not need them and thus controls which ports receive specific multicast traffic.
3rd Party Smart TV, DVR and Media Players
Please refer to the manufactures user manual or consult with their technical support teams for details regarding 3rd party products.
General Troubleshooting
Network Configuration - Double NAT
"Double-NAT" is when there are two devices on the network, both handling Network Address Translation (NAT) services and or serving DHCP addresses at two levels.
The most common home configuration is:
Use the chart below to ensure the My Cloud Home network environment is configured with the BEST or GOOD CONNECTION
and not the NOT RECOMMENDED - DOUBLE NAT connection.
The My Cloud, Smart TV, DVR, Media Player or computer should be on the same IP Network.
Windows or macOS Computer Networking
Ensure the My Cloud can be seen and is accessible on the local network by Windows or macOS computer.
My Cloud Max SMB Protocol
WD My Cloud products support the following options per firmware release.
-
IMPORTANT NOTES:
Product | Firmware | Max SMB Version | Twonky Version |
My Cloud | 04.05.00-315 | SMB3 | 7.2.9-13 |
Mirror | 2.11.164 | SMB3 (default) | 7.2.9-13 |
EX2 | 2.11.164 | SMB3 (default) | 7.2.9-13 |
EX4 | 2.11.164 | SMB3 (default) | 7.2.9-13 |
My Cloud | 2.30.165 | SMB3 (default) | 7.2.9-13 |
Mirror Gen2 | 2.30.165 | SMB3 (default) | 7.2.9-13 |
EX2 Ultra | 2.30.165 | SMB3 (default) | 7.2.9-13 |
EX2100 | 2.30.165 | SMB3 (default) | 7.2.9-13 |
EX4100 | 2.30.165 | SMB3 (default) | 7.2.9-13 |
DL2100 | 2.30.165 | SMB3 (default) | 7.2.9-13 |
DL4100 | 2.30.165 | SMB3 (default) | 7.2.9-13 |
PR2100 | 2.30.165 | SMB3 (default) | 7.2.9-13 |
PR4100 | 2.30.165 | SMB3 (default) | 7.2.9-13 |
Twonky DLNA Media Server Support
Alternate 3rd Party Media Player
Download an alternate 3rd party media player on your computer, mobile device or Smart TV and check connecivity.
For a list of possible 3rd party media players, please refer to Answer ID 19287 Alternate 3rd Party Apps and Programs
Western Digital Technical Support does not provide setup, configuration or technical support for third party vendor products.
View the Use of Third-Party Software or Websites disclaimer.Western Digital Support cannot help with third-party software or hardware.
Rebuilding Twonky DLNA Media Server Database
Rebuilding the DLNA Server Database can be useful when there is a content visibility or media playback issue.
For more instructions, please refer to Answer ID 18926 Rebuilding Twonky DLNA Media Server Database
Rebuilding the Twonky DLNA Database is a time consuming process that could take a few hours to complete. During this time, media connect will not be completely available for use. Please allow the database to rebuild to 100% before attempting to access, view or play the media content.