Steps to Resolve a My Cloud Home Not Detected, Not Found, Cannot Connect or Device Offline

learn how to resolve a My Cloud Home can not connect or device offline message and restore connectivity.*END

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important :

Description

My Cloud Home cannot connect, be seen on Windows or macOS and is Offline in the Web or mobile app.

Important Information

important :

My Cloud Home Device

The My Cloud Home is be can be offline under these condition .

Windows or macOS Computer

The My Cloud Home is be can be offline under these condition .

• Computer is not on the same local network as the My Cloud Home.
• A VPN is being used.
• Firewall, anti-virus, malware, internet security or End Point Protection software is blocking the connection.

Networking

The My Cloud Home is be can be offline under these condition .

• VPN being used.
• Bad router port.
• Loose or bad Ethernet cable.
• Connected to a hub or extender instead of a network router.
• Not connect to a Gigabit network router .
  A 10/100 router is being used .
• Not getting a DHCP IP address from the router.
• IP Address conflict with another device.
• block by a router security feature , filtering or incoming network traffic being block . ( port 443,8443,40000 – 49999 )
• The ISP is filtering ( Internet Service Provider ) is filter or block traffic . ( port 443,8443,40000 – 49999 )
• Unstable or too much network traffic.

Resolution

Hardware LED Status

1. use the power supply that come with the drive .

   need more help ?
   Answer ID 8216: Power Adapters for Western Digital Products.

2. Disconnect and remove all USB drives.
3. reboot the My Cloud .
   • remove the power plug from the unit .
   • Wait a few minutes.
   • Insert the power plug and power it on.
4. ensure the led blink then go to Solid White .
   Always Blinking is means mean it ‘sNot Ready.
   A solid white LED thatNever Blinks should be replaced.

   need more help ?

5. ensure the Ethernet cable is plug into the router .
6. Check the back of My Cloud Home.
   ensure the Ethernet cable is plug into the Ethernet port .
   Both Ethernet LED are illuminated or blinking.

• Top LED

  The top right is the Activity LED.
  It shows if there is nework activity when blinking or a solid green color.

• Bottom LED

  The bottom right is the Link LED.
  It shows if the network speeds in megabits per second (Mbps).
  It may be amber (100 Mbps) or green (1000 Mbps).

7. check all cable to make sure they are tight .
8. connect to a different port on the router .
9. Power Off and On the My Cloud Home.

Network Configuration

important :

• LAN Only connections are not supported in the My Cloud Home Mobile and Web Apps.
• The computer and mobile phones must be connected to a network with an active Internet connection.
• power off and on all equipment include the isp gateway router , WiFi router and network switch .

Use the BEST CONNECTION.

• Gigabit Router connect to the internet .
• My Cloud Home directly connected to the router.

Proxy Server Port Check

The computer is be must be on the same network and subnet of the My Cloud Home .

1. Click Here to test access to the Proxy Servers.
2. Click Here to test access to the Config file.
3. Click the links to see if port 8443 and 443 are filtered or blocked by the router or ISP.
   My Cloud Home is connect can not connect to the server if port 8443 ( Proxy ) or 443 ( Product Registration ) are block .

Network Router Secure Access Firewall and Parental Controls

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use of Third – Party Software or Websites

disclaimer .

Western Digital Support cannot help with third-party software or hardware.

Routers with built-in Secure Access Firewalls or Parental Controls may be turned on or set to not allow traffic to and from the My Cloud Home.

1. set router Secure Access Firewalls or Parental Controls to the low possible setting .
   Test connection to the My Cloud Home again.
2. Temporarily turn off Secure Access Firewalls or Parental Controls.
   Test the connection again.

need more help ?
Netgear Article 62109 : How do I set up and install NETGEAR Smart Parental Controls ?

Network Router UPnP and IP Address check

Universal Plug and Play ( UPnP ) allow computers, Internet gateways, Wi-Fi access points, mobile devices and My Cloud Home to find each other on the network.

view the

use of Third – Party Software or Websites

disclaimer .

Western Digital Support cannot help with third-party software or hardware.
Consult the user manual or contact the router maker to find out if UPnP is supported and ion how to enable it.

1. Log into the router.
2. Go the Attached Devices Section.
   Check if the router assigned an IP address to the My Cloud Home.

3. Go the Port Forward, NAT (Network Address Translation) or the UPnP section.
   Check to see the internal and external UPnP port assignment.

need more help ?

• UPnP Wizard can be used on Windows to see if the router has UPnP turned on.
• PortForward.com can be used to configure port forward when UPnP is not supported.

Check Local Network Shares

Windows

Check Windows Explorer to see if the Public share is seen.

need more help ?

macOS

check macos Finder to see if the Public and TimeMachine share are see .

Need more help?
Answer ID 12455: Cannot Find NAS, external or internal Drive on Windows or macOS

• SMB or CIFS must be used with the Public Share .
• Connections must be made using the macOS Guest user.

Computer and Mobile Networks

Computer or Mobile Phone

My Cloud Home uses internal reserved port 443 and external non-reserved port ranges from 40000-49999.
These ports are normally not blocked by computer firewall options.
Thid party firewall, malware, anti-virus, internet security and end point protection software may have default settings that block incoming network traffic to the My Cloud Home.

temporarily disable third party security software and check for My Cloud Home access again .

computer and Different Network

Connect the computer to a different network to see if it can access the My Cloud Home.

Mobile Phone Network

Download and install the mobile app on the iOS or Android phone.
Check network connection to the My Cloud Home in different modes to isolate the issue.

• Local Wi-Fi LAN.
• Remote Wi-Fi WAN. (Office, Friends or Public hotspot)
• Carrier Network is turned with WiFi turn off . ( LTE , 4 g , 3 g )

Google Routers and DNS Rebinding

Google WiFi and some other routers have DNS Rebinding turned on my default.
This can cause problems.
Turn Off DNS Rebinding by using Google Public DNS Servers to bypass it.

need more help ?

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