Unable to delete photos saved on MCH Duo

If you’re unable to delete photos saved on your My Cloud Home Duo (MCH Duo) device, the issue could stem from several sources—user permission restrictions, software glitches, cloud sync behaviors, or improper access methods. Western Digital’s My Cloud Home Duo is a personal cloud storage solution designed for simple backups, media storage, and sharing. However, managing files, especially deletions, can sometimes be less straightforward than on a regular external drive.

Common Causes

Access Method Limitations:

Deleting files directly from a mapped drive or synced folder may not always work as expected. MCH Duo organizes user data into a private user space that’s only fully manageable through the MyCloud.com web interface, WD Discovery app, or My Cloud Home mobile app. Attempting to delete photos using standard Windows Explorer or Finder may not trigger the correct permissions or may sync the files back automatically if cloud services are involved.

Read-Only Permissions or Ownership:

If you’re trying to delete photos that were uploaded or synced by another user, or if your account doesn’t have admin rights, you may be denied permission. MCH Duo uses individual user accounts and partitions user data accordingly, so one user usually can’t delete another's files unless they are in a shared space.

Third-Party Sync Conflicts:

Files synced via cloud services like Google Drive, Dropbox, or Plex Media Server may appear as undeletable if they’re controlled externally. You may have to delete the files from the original cloud account or app that synced them before they can be removed from the MCH Duo.

Firmware or Software Bugs:

Occasionally, a bug in the WD firmware or desktop/mobile apps can prevent successful deletion. The WD Discovery software or mobile app may display a success message, yet the photo may remain on the drive. This often requires a firmware update or software reinstall.

Mobile App Cache or Sync Issues:

On mobile, cached versions of photos may reappear or appear undeletable if the app is not syncing correctly. In such cases, clearing the cache or restarting the app/device can help resync file states.

Solutions

Use the MyCloud.com Web Interface:

Log into MyCloud.com with your credentials and navigate to the folder containing the photos. Attempt deletion directly via the browser interface, which often bypasses sync and permission issues.

Check User Permissions:

Make sure you're logged into the correct My Cloud user account. If you don’t have full access, contact the account administrator or try logging in with the main account.

Update Firmware and Apps:

Visit the WD support page and ensure that your MCH Duo firmware is up to date. Also update the WD Discovery desktop app and My Cloud mobile app.

Restart Devices:

Power cycle your My Cloud Home Duo and the computer or mobile device you're using. This often clears up stuck operations.

Disable External Sync Services:

If the photos are linked to an external service, disconnect or pause syncing, then try deleting them again.

If problems persist, contact WD Support for assistance. Persistent undeletable files may require backend maintenance or a system-level refresh.