My Cloud or Content Not Recognized by Smart TV, DVR or Media Player


Issue:

My Cloud or Content is not recognized by a Smart TV, DVR or Media Player.


Cause:

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

Solution:

My Cloud

  • Ensure Twonky DLNA Media Server is enabled

    1. Click the Settings tab
    2. Click Media
    3. Turn ON DLNA Media Server

  • Ensure Media Serving at the Share is enabled

    1. Click the Shares tab
    2. Select a Share
    3. Enable Media Serving on the share

  • Ensure the Share contains supported photo and video media content


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.


  1. Log In to your routers interface
  2. Locate the IGMP Snooping option which may be located under Settings or Advance Settings depending on your make and model.
  3. Set IGMP Snooping to Disabled
IMPORTANT Important:
  • 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.


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
  • 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



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:

  • 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

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

My Cloud products support the following options per firmware release.


    IMPORTANT NOTES:
    • 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


    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

  • 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


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.

Please click to view the Use of Third-Party Software or Websites disclaimer



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

IMPORTANT Important:

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.






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