Issue:
Connecting to a My Cloud using WD Sync results in the following error message.
" Cannot Verify Firmware"
Cause:
If the My Cloud is online and accessible on the local network (LAN) and remote (WAN) using the My Cloud mobile app for Android or iOS and MyCloud.com, the local computer and or network where WD Sync is installed could be hindering the connetion.
- ISP or Router blocking ports
- Computer Firewall, Internet Security or Virus Protection Software
- Domain Name Resolution issues
Solution:
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Important: The instructions below are designed to assist in troubleshooting remote access issues with MyCloud.com. Please try one solution at a time and test for resolution before continuing with the next item. |
XML File
Click the hyperlink listed below to ensure the XML file can be opened on the local computers web browser.
http://www.wd2go.com:80/api/1.0/rest/client_communication?client_type=8&app_type=4&format=xml
XML FILE BROWSER RESULTS
Power Cycle Networking Equipment
A Power Cycle may be required to achieve full networking functionality for consumer networking equipment.
- Power OFF the Router, Gateway and or Switch
- Power ON the Router, Gateway and or Switch
- Power OFF the My Cloud
- Power ON the My Cloud
My Cloud Firmware Update
Ensure the My Cloud firmware is up to date.
For assistance with firmware updates, pleasesee $EN_ANSWER_6546
My Cloud User Email Address
Ensure the My Cloud device user email address is present and updated.
- Log into the My Cloud Dashboard
- Click the Users tab
- Select the User
- Re-enter the email address of the user
- Click Update
If an Undefined message is displayed, please see $EN_ANSWER_14763
My Cloud Cloud Service
Ensure the My Cloud device Cloud Service is ON and Connected in either Port Forward or Relay mode.
- Log into the My Cloud Dashboard
- Click Settings
- Ensure Cloud Service is ON
- Ensure Connection Status is Connected
If the, No Internet Access message is displayed, please see $EN_ANSWER_2420
For more details regarding My Cloud connection status, please see $EN_ANSWER_3945
Computer and Different Network
Connect the computer in question to a different network to determine if access to the My Cloud can be obtained from MyCloud.com
My Cloud Mobile App Network
Download and install the My Cloud mobile app on your iOS or Android device and check network connecivity to your My Cloud device in different modes to isolate the issue.
- Mobile App - Local Wi-Fi LAN connection
- Mobile App - Remote Wi-Fi WAN connection (IE: Work, Friends or public hotspot
- Mobile App - Carrier Network connection
UPnP My Cloud Ports
Please click to view the Use of Third-Party Software or Websites disclaimer
If the router supports UPnP, download and install the UPnP Wizard to determine the external ports assigned to the My Cloud by your router. My Cloud devices with the most recent firmware updates external UPnP port assignment should be between 9000 and 9999.
My Cloud Port Filtering and Blocking
Veirfy that your router is not blocking incoming and outgoing traffic from non-standard ports between 9000 and 9999.
Consult with your Network Administrator or ISP to determine if traffic is being filtered or blocked on the network.
Non Reserved Port Blocking
Veirfy that your router is not blocking incoming and outgoing traffic from non-standard ports above 1024.
Consult with your Network Administrator or ISP to determine if traffic is being filtered or blocked on the network.
VPN
Disconnect the computer from any VPN that could be causing network traffic issues.
Consult with your Network Administrator or ISP to determine if traffic is being filtered or blocked on the network.
Anti-Virus and Firewall Software
Check your local PC Firewall, Anti Virus, Malware, Internet Secuerity and End Point Protection software to ensure ports are not blocked.
Temporarily disable software for troubleshooting purposes.
For assistance, please contact your software vendor or refer to their technical user manuals.
My Cloud Unique ID
Obtain the My Cloud device's Unique ID using the My Cloud device's IP address. The Unique ID will be used to validate remote access from the remote location.
- Open a web browser
- Enter the IP Address of the My Cloud device preceded by https://
https://ipaddressofmycloud
- Click Advanced or OK depending on the browser being used
- Copy and save the device's Unique ID
EXAMPLE:
device1234567-12345678.wd2go.com
device1234567-12345678-local.wd2go.com
Remote Computer - Domain Name Resolution
Open the browser to the online DNS Lookup Tool http://mxtoolbox.com/dnslookup.aspx or open a command prompt on the computer being used for remote access and check name resolution and traceroute to the following online resources Failure of DNS lookup can result in failed remote access to the My Cloud device.
- nslookup mycloud.com
- nslookup www.wd2go.com
- nslookup discovery.wd2go.com
- nslookup api.wd2go.com
- nslookup wd.com
- nslookup device1234567-12345678.wd2go.com
- nslookup device1234567-12345678-local.wd2go.com
- tracert (Windows) or traceroute (macOS) mycloud.com
- tracert (Windows) or traceroute (macOS) wd.com
- tracert (Windows) or traceroute (macOS) www.wd2go.com
- tracert (Windows) or traceroute (macOS) discovery.wd2go.com
- tracert (Windows) or traceroute (macOS) device1234567-12345678.wd2go.com
- tracert (Windows) or traceroute (macOS) device1234567-12345678-local.wd2go.com
If any of the nslookup or trace commands fail on the remote computer, changes may be needed at the router or network DNS layer. Please consult with a network administrator or ISP for assistance. Simply changing the DNS Servers on the remote network's router to use a public DNS Server such as Google addresses could resolve the issue.
Primary DNS Server: 8.8.8.8
Secondary DNS Server: 8.8.4.4
Note: | Please refer to your router's user manual or contact your router's technical support department for the proper procedures. |
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Important: Power Cycle all devices after any network changes in the following order: |
- Reboot the Router
- Reboot the PC or MAC being used
- Reboot the My Cloud device