My Cloud Home: 9-Digit Activation Code Not Matching Up.*END
IMPORTANT:
The 9 digit activation code cannot be found on, is not required and is not needed for the following WD Products:
- My Passport, My Book, WD Elements, EasyStore, Gaming Drive
- My Passport Wireless, Pro, SSD
- My Book Live, My Book Live Duo
- My Cloud, Mirror, Mirror Gen2, EX2, EX2 Ultra, EX4, EX2100/4100, DL2100/4100, PR2100/PR4100
Description
The message of "Oops! Something's not matching up" occurs when entering the My Cloud Home device activation code.
The possible causes are:
My Cloud Home Device
Networking
- Not using a Gigabit but a 10/100 network router
- Router, Hub or Switch between the Internet facing router and the My Cloud Home
- Router Security feature blocking local queries, filtering or block incoming network traffic
- ISP filtering or blocking network traffic
- Unstable network
Computer
- Not connected to the same network as the My Cloud Home
- My Cloud Home connected to the computer via USB or Ehternet Cable
- Firewall, Anti-Virus, Malware, Internet Security or End Point Protection software blocking incoming network queries
Resolution
My Cloud Home Device
- Ensure the My Cloud Home device is using the correct power supply for the capacity purchased.
Product |
Shipped Capacity |
Power Adapter |
Input Voltage |
Input Frequency |
My Cloud Home |
2 TB |
18 Watt 12 VDC 1.5 Amps |
90-260 VAC |
47-63 Hz |
My Cloud Home |
3 TB |
18 Watt 12 VDC 1.5 Amps |
90-260 VAC |
47-63 Hz |
My Cloud Home |
4 TB |
18 Watt 12 VDC 1.5 Amps |
90-260 VAC |
47-63 Hz |
My Cloud Home |
6 TB |
18 Watt 12 VDC 1.5 Amps |
90-260 VAC |
47-63 Hz |
My Cloud Home |
8 TB |
36 Watt 12 VDC 3 Amps |
90-260 VAC |
47-63 Hz |
My Cloud Home |
10 TB |
36 Watt 12 VDC 3 Amps |
90-260 VAC |
47-63 Hz |
My Cloud Home Duo |
2 TB |
36 Watt 12 VDC 3 Amps |
90-260 VAC |
47-63 Hz |
My Cloud Home Duo |
4 TB |
36 Watt 12 VDC 3 Amps |
90-260 VAC |
47-63 Hz |
My Cloud Home Duo |
6 TB |
36 Watt 12 VDC 3 Amps |
90-260 VAC |
47-63 Hz |
My Cloud Home Duo |
8 TB |
48 Watt 12 VDC 4 Amps |
90-260 VAC |
47-63 Hz |
My Cloud Home Duo |
10 TB |
48 Watt 12 VDC 4 Amps |
90-260 VAC |
47-63 Hz |
- Disconnect any external USB drives from the unit.
- Reboot the unit.
- Remove the power adapter plug from the unit.
- Wait a few minutes.
- Insert the power plug adapter to power on the unit.
- Ensure the power LED is illuminated "Solid White and is not blinking.
A blinking LED can indicate a Not Ready state.
For more information regarding the LED light status, please refer to Answer ID 18042: What Does a Blinking Front LED Mean for WD My Cloud Home?
- Ensure the Ethernet cable is plugged into the network router.
- Check the rear of the My Cloud Home and ensure the Ethernet cable is plugged into the Ethernet port, and that both Ethernet LED are illuminated or blinking.
Top LED
The LED on the top right is the "Activity" LED.
It describes the activity happening with your connection by
blinking or staying a solid color. When it is illuminated, the Activity LED is
always green in color.
Bottom LED
The LED on the lower right is the "Link" LED.
It describes if you have a network connection and at what possible speed, which is measured in megabits per second (Mbps). When illuminated, the Link
LED may be amber (100 Mbps) or green (1000 Mbps) in color.
- Verify that no one has performed a System Erase or have Changed the Storage Mode
Performing a System Erase or change in Storage Mode requires a new setup process from MyCloud.com/hello or logging into MyCloud.com with your existing My Cloud Home Account.
- Reboot or Power Off and On the My Cloud Home.
Active Internet Connection
The My Cloud Home cannot be accessed using MyCloud.com or the My Cloud Home mobile app on Android or iOS without an active internet connection.
- Ensure the computer being used is connected to a network with an active internet connection.
- Ensure the mobile device being used is connected to a network with an active internet connection.
- LAN Only connection is not supported for My Cloud Home mobile app.
Power Cycle Network Hardware
- Reboot or Power Off and On all networking equipment including ISP Gateway Router, Wifi Router and network switches.
- Verify if the connection issue has been resolved.
Network Configuration
Use the chart below to ensure the My Cloud Home network environment is configured with the BEST CONNECTION possible.
- Gigabit Network Router connected to the Internet.
- My Cloud Home directly connected to the router.
Network Router DHCP Reservation
Configure DHCP Reservation on the network router hosting the My Cloud Home to prevent the IP address from changing.
For instructions, please refer to Answer ID 19504 How to Configure DHCP Reservation for a My Cloud Home.
Google DNS Servers
Configure the router or gateway to use Google Public DNS Servers.
For instructions, please refer to Answer ID 19636 How To Configure a Router or Gateway to use Google Public DNS Servers.
Network Router UPnP and IP Address Check
Universal Plug and Play ( UPnP ) allows networked equipment such as personal computers, printers, Internet gateways, Wi-Fi access points, mobile devices and My Cloud to seamlessly discover each other's presence on the network. UPnP is intended primarily for residential networks.
WD does not provide information on router UPnP support or instructions on how to enable UPnP on 3rd party routers.
Please consult the router's user manual or contact the router manufacturer to determine if UPnP is supported and instructions on how to enable UPnP.
|
The My Cloud Home UPnP port assignments
- Internal Port is 443
- External Port map range is any available ports between 40000-49999
|
- Log into your router
- Go to the Attached Devices Section to determine if your router has assigned a valid IP address to the My Cloud Home.
- Go to the Port Forward, NAT (Network Address Translation) or the UPnP section of your router to determine the Internal and External UPnP port assignment.
View the
Use of Third-Party Software or Websites disclaimer.
Western Digital Support cannot help with third-party software or hardware.
- UPnP Wizard can be used on Windows PC to help determine if the router has UPnP enabled
- https://portforward.com can be used to configure port forward at the router when UPnP is not supported
New Device Setup - Slow Breathing LED
IMPORTANT:
If the My Cloud Home LED is Slow Breathing, or the device is "Not Found", "Not Detected" or "Offline" before any data has been added to the unit,
please perform a 60+ second pin reset to set the unit back to factory defaults.
To Pin Reset (System Erase) a My Cloud Home using the reset pin on the rear of the unit, please refer to Answer ID 16584: How to System Erase My Cloud Home to Factory Settings.
Once the reset has been completed and the LED is Solid White and no longer Slow Breathing,
setup again at MyCloud.com/hello using the existing MyCloud.com email address and password.
Security Software and Firewalls
The My Cloud Home uses internal reserved port 443 and external non reserved port ranges from 40000-49999 which are normally not blocked
by computer OEM firewall options. However, 3rd party firewall, malware, anti-virus, internet security and end point
protection software may have default settings that block incoming network requests preventing a successful connection to the My Cloud Home.
Temporarily disable 3rd party security software and check for My Cloud Home access again.
Computer and Different Network
Connect the computer in question to a different network to determine if access to the My Cloud can be obtained.
Mobile Phone Network
Download and install the My Cloud Home mobile app on your iOS or Android mobile phone and check network connectivity to your My Cloud Home in different modes to isolate the issue.
- Mobile App - Local Wi-Fi LAN connection
- Mobile App - Remote Wi-Fi WAN connection (IE: Office, Friends or Public hotspot)
- Mobile App - Carrier Network connection (IE: LTE, 4g, 3g, etc...)
Typographical Errors
IMPORTANT:
- Double check the Device Code to ensure the correct characters are being entered, especially for "1" "0" "o" "i" "l"
- Take a picture of the Device Code and ZOOM IN to have a clearer view of the code
Enter the Device Code and click SEARCH.
Product Label Code
If the 9-digit activation code on the Quick Start Guide generates an error, ensure the code on the device label matches the code on the Quick Start Guide.
If they do not match, use the 9-digit code on the bottom of the My Cloud Home.
The activatation code is located just below the My Cloud Home part number.
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