WD personal cloud owner,
Update: April 9, 2014 @ 5:30PM PDT
As of this afternoon, remote access for most Mionet personal cloud customers has been restored. If you are experiencing connection issues, please contact Customer Service. Again, we appreciate your patience.
Update: April 7, 2014 @ 9:30PM PDT
As of April 3, remote access to My Cloud and My Book Live personal cloud storage has been re-established. If you are still experiencing issues reconnecting and you have already rebooted your drive, we encourage you to contact us at email@example.com.
We would like to reiterate that your stored data was not affected by this service interruption. The purpose of our servers is to authenticate access to your device remotely, while your data remains safe on your own home network.
If you haven’t already viewed our FAQ page, we encourage you to do so by clicking here for more information.
We are also working to restore services for our Mionet customers who are experiencing issues connecting to their remote access service. While our servers can handle multiple reconnections after failure, we have discovered an unexplained spike in reconnections beyond the volume of users.
The safety of your data and the ability to access it from anywhere are of extreme importance to us. We will continue to keep you updated as we investigate the root cause of this issue to prevent future service interruptions.
Update: April 4, 2014 @ 6:20PM PDT
As noted in yesterday’s update, most My Cloud and My Book Live device owners are now connected. If you do not have a remote connection to your device, please reboot it – but only if you do not have a remote connection.
We are also aware of issues that our Mionet customers are experiencing in utilizing their remote access service. We are making progress in restoring access to the authentication servers and expect to start restoring Mionet services on Monday April 7. Thank you for your patience.
Update: April 3, 2014 @ 2:00PM PDT
Over the past week, you may have been unable to access your My Cloud or My Book Live storage device while outside of the home or office network where the device is plugged in. On March 26, WD experienced a major server issue that intermittently prevented users from making those remote connections while using a smart phone, tablet or computer. Our servers help route you to your device in this scenario. We have been diligently working to repair the servers, and now have completed that work.
During the service disruption, we notified our registered customers via email as well as posted updates on the WD community. Our service teams have been working around the clock to respond to your service questions on our site and social channels. In addition, we will continue to post updates on our website and community forum.
The next step is ensuring you have a remote connection to your device. Most My Cloud and My Book Live device owners are now connected. If you do not have a remote connection to your device, please reboot it – but only if you do not have a remote connection. You always have had access to your My Cloud or My Book Live product inside your local network, and the data on your device was unaffected by this interruption in remote access.
If a reboot is unsuccessful in restoring remote connectivity, please click here to contact our Customer Service.
We apologize for any inconvenience this may have caused and thank you for your patience.
WD Customer Service Team