My cloud is disconnected from the cloud - why

If your WD My Cloud device shows the message “Disconnected from the cloud” or “Cannot access device remotely”, you’re not alone. Many My Cloud users experience this issue, especially after firmware updates, power outages, or network configuration changes. This error means that your My Cloud storage device has lost connection with Western Digital’s cloud servers, preventing remote access through the My Cloud app or MyCloud.com.

Here’s a complete guide to help you understand the problem and restore cloud connectivity.

1. What “Disconnected from the Cloud” Means

When your My Cloud device is connected to the internet, it regularly communicates with WD’s cloud servers to allow remote access and backups. If this communication fails, you’ll see “Disconnected from the Cloud” in the My Cloud Dashboard or mobile app.

Despite this message, your data is still safe and accessible locally — it just can’t be reached remotely until cloud access is reestablished.

2. Common Causes of My Cloud Disconnection

Here are the most frequent reasons why your My Cloud might disconnect from the cloud:

Network changes: Router restarts, IP changes, or firewall rules blocking WD servers.

Outdated firmware: Older My Cloud OS versions sometimes lose compatibility with WD servers.

Incorrect time or DNS settings: My Cloud may fail to authenticate with WD’s servers.

Cloud service outage: Temporary downtime on WD’s end can interrupt cloud functionality.

Account issues: Expired login tokens or outdated credentials.

NAT or port forwarding issues: Cloud access requires proper communication through specific ports (TCP 80, 443, 8443).

3. Step-by-Step Fixes for “Disconnected from the Cloud”

Step 1: Check Local Network and Internet

Make sure the My Cloud device’s LED is solid blue (indicating it’s powered and online).

Verify that the Ethernet cable is firmly connected to your router.

Confirm that other devices can access the internet through the same router.

If you can access the My Cloud dashboard locally (via its IP address, e.g., 192.168.x.x), it means the device is fine — only the cloud link is broken.

Step 2: Restart Everything

Power-cycle all devices:

Turn off your router and My Cloud device.

Wait 30 seconds.

Turn on the router first, then the My Cloud after 2 minutes.

This often reestablishes a new connection to WD’s cloud services.

Step 3: Check Cloud Access Settings

Log into your My Cloud Dashboard.

Go to Settings → General → Cloud Access.

Ensure Remote Access is ON.

Click Configure → Automatic (for UPnP routers).

If you see “Connection Status: Connected,” the problem is solved.

If it still says “Disconnected”, try switching to Manual and set custom ports (80 and 443).

Step 4: Update Firmware

Outdated firmware can prevent cloud connection.

Go to Settings → Firmware Update.

Click Check for Update and install the latest version.

After rebooting, cloud access should reconnect automatically.

Step 5: Verify WD Cloud Services

Sometimes, Western Digital’s cloud servers experience temporary downtime.

Visit status.mycloud.com

to see if any services are affected.

If WD’s servers are down, you’ll need to wait until the issue is resolved.

Step 6: Re-enable Cloud Access for Each User

In the My Cloud Dashboard:

Go to Users → Cloud Access → Disable, then Re-enable cloud access for each user.

A new access code will be generated.

Log out and back in to the My Cloud app using the new credentials.

4. Prevent Future Disconnections

Keep firmware and My Cloud OS updated.

Avoid changing network settings without reconfiguring My Cloud.

Keep your My Cloud connected to a UPS during power outages.

Regularly check cloud status through WD’s website.

5. Conclusion

Seeing “My Cloud is disconnected from the cloud” can be frustrating, but in most cases, it’s a simple connectivity issue between your device and WD’s servers. By checking your network, updating firmware, and reconfiguring cloud access, you can restore remote functionality quickly.