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Western Digital irks users as remote access outage reaches day six

No access for nearly a week and people are getting angry
Tue Apr 01 2014, 13:46

FRUSTRATED USERS of Western Digital's (WD) personal cloud services have been suffering from an outage that has lasted nearly a week.

The affected devices include the WD Myworld Book Live, WD My Cloud EX1, EX2 and EX4. Remote access for the devices is routed through the company's WD2Go service, providing an added layer of encryption, and it seems that this is where the problem lies.

The first report of problems was an announcement on the WD Community forum last week which read: "NOTICE: and users in relay mode are reporting that connections to devices are slow or unavailable. WD is actively investigating this issue and is hoping to have the problem resolved soon."

Since then, service requests have received the same canned response, which has been repeated daily on the website, while other users have said that their emails are being ignored. Users of the forum have vented their frustration.

One wrote, "I bought this drive on Thursday for business reasons. So far all the hype is a joke because it would appear this problem has been going on for awhile now. What is the point of buying a remote access device that does not have remote access[?] Has anybody got [theirs] working remotely yet and/or an update on when this is going to work? If not, I will be returning mine and going to another option."

The latest statement from WD on the matter came yesterday and read, "We continue to make progress restoring connections to our My Cloud and My Book Live servers, but some users continue to experience intermittent connectivity and transfer speed issues.

"We sincerely apologize for this inconvenience and we are working very hard to resolve these issues and resume normal service for everyone as soon as possible. We thank you for your patience," it added.

It is not clear what caused the outage and as yet WD has not indicated when it expects to fix the problem. The INQUIRER has asked the company for comment but we have yet to hear back. µ


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