Remote access to a My Cloud device through MyCloud.com fails with Can't connect to My Cloud and shows as Offline.
"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 is having an a WiFi router plugged into a Cable Modem Router from your Internet Service Provider to provide WiFI access to mobile tablets and phones.
A Power Cycle may be required to achieve full networking functionality for consumer networking equipment.
Ensure the My Cloud firmware is up to date.
Ensure the My Cloud device user email address is present and updated.
Ensure the My Cloud device Cloud Service is ON and Connected in either Port Forward or Relay mode.
Download and install the My Cloud mobile app on your iOS or Android device and check network connectivity to your My Cloud device in different modes to isolate the issue.
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.
Most routers on the market that support UPnP / NAT will provide an "Attached Devices" or "UPnP Table".
Please refer to the routers User Manual or contact their technical support department for instructions on how to access the Attached Devices or UPnP Table.
Go the UpNP or Attached devices page and view the routers port mapping table.
My Cloud products use a mixture of assigned and random TCP and UDP ports to communicate.
Verify your router is not blocking or filtering non-reserved TPC/UDP ports above 1024.
Consult with your Network Administrator or ISP to determine if traffic is being filtered or blocked on the network.
Check your local PC Anti-virus, Malware, Internet Security or End Point Protection software to ensure ports are not blocked.
For assistance, please contact your software vendor or refer to their technical user manuals.
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 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.
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. Network routing issues must be addressed at the router and or ISP.
Please refer to your router's user manual or contact your router's technical support department for the proper procedures.
After the unit reboots from updating the firmware, Log out and Log intointo MyCloud.com.
If the Can't connect to My Cloud page is displayed, click on Accept the device's security certificate.
Click on Confirm Security Exception to add the certificate from the network device to the web browser.
Once the Add Security Exception panel closes, the browser tab will display a 404 - Not Found message. Disregard this message, and proceed with the next step.
Return to the MyCloud.com browser tab, and refresh it or log out of the MyCloud.com session, and then log back in. Once the connection is re-initiated, the device will be accessible through MyCloud.com if there are no other issues.
The steps included in this article will normally resolve the issue or provide information as to why remote access is not functioning. Resetting or Restoring a My Cloud can be used as a final step when attempting to troubleshoot remote access issues.
Please reference Answer ID 10432 How to Reset a My Cloud device to set some services back to their factory defaults.
Please reference Answer ID 10433 How to restore a My Cloud device to restore the unit to full factory default.