WD MyCloud 4TB won't download files over 100MB

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kep55

kep55

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Dec 31, 2007
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I have a WD MyCloud 4TB NAS. I was able to transfer about 116GB (31 mkv files) with no problems. Properties under Windows shows it's a Windows NT 4.9 Server. I use a Netgear 7550 Router Modem my ISP (Frontier) provided. I can no longer transfer any large files (>100MB) to the device without it "crashing". The error message claims there is no network connection yet I can clearly see the device and all the files & folders on it. I have to kill the transfer, delete all traces of the file from the WD, and sometime reboot. I doesn't matter if I transfer wirelessly or directly from the Seagate GoFlex Home (3TB) using the network ports on the modem. WD sent me a new unit and exhibited the same problem. WD Support did everything short of coming out to my place to try to diagnose and fix the problem (Now there's a story from Grimm's Fairy Tales). I have no problems with the GoFlex. I've switched ports on the modem and the problem continues. Could the 7550 be the problem. I had ZERO problems using a fiberoptic modem with Cincinnati Bell with the NAS drives, the HP wireless printer (which also likes to mess up since we went on the 7550)? Any suggestions would be greatly appreciated. And, no, there is no other game in town. It's either Frontier DSL or Frontier dial-up.
 
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kep55

kep55

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You did read my message, right?
"WD sent me a new unit and exhibited the same problem. WD Support did everything short of coming out to my place to try to diagnose and fix the problem."
 
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SuperSoph_WD

SuperSoph_WD

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Hey there, kep55!

I'm sorry to hear about your issues with the WD My Cloud. :( I'm not sure if our technical support covered these troubleshooting ideas from our KB, but I guess it's worth taking a look.
Improving performance on WD My Cloud after transferring video files: http://products.wdc.com/support/kb.ashx?id=fkERzC
Migrating large amount of data from USB external to WD My Cloud: http://products.wdc.com/support/kb.ashx?id=IjLyVU
Configuring your network for maximum performance: http://products.wdc.com/support/kb.ashx?id=EAvjS5

Another thing you can try is connecting the Cloud to a different router/network, to see how it will react to the file transfer there.

Hope this helps you! Let me know if you've tried any of these suggested solutions.
SuperSoph_WD
 
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kep55

kep55

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Well, I tried again after following all the advice from WD Support. The unit crashes the network after 500 MB or so. I found another message that had a number or settings which I made sure were done. I tried to transfer a 7.2GB Folder as well as a 1.07GB file and both times the network went down. I have a fixed IP address set. Windows said there may be a problem with the DNS server. When I open the dashboard
for the modem/router, it shows the PPP settings and that the network is not connected. I now have a MyBook Live Duo and it does NOT have the same problems, nor does my Seagate GoFlex Home. And to add insult to injury, the My Cloud says it has no internet connectivity. My ISP supplied a Netgear 7550 and when they were contacted they said the problems lie with the My Cloud.This has been ongoing for a year and no resolution. Suggestions?
 
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SuperSoph_WD

SuperSoph_WD

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Jul 30, 2014
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Hey there again, kep55!

I'm sorry to hear that you are still encountering issues with the WD My Cloud. :(
I believe you've already updated the firmware and you're using the new My Cloud OS 3, I'm concerned that you still face this problem, though. Have you tried rescanning/rebuilding the DLNA database from the Media settings in the Dashboard?
I'd also recommend you to contact our customer support, if nothing improves. Here are their contacts: http://products.wdc.com/support/kb.ashx?id=DrqGr9
Once you get in touch with them, you can also send an RMA request to replace the WD My Cloud if it's faulty.

Best of luck! Hope I was helpful.
SuperSoph_WD
 
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kep55

kep55

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I'm going to try a different modem. I had NO problems when I was using a westel unit I got from our former ISP. I think the netgear 7550 may be the culprit since the problems didn't crop up until after we got frontier (fka generally terrible electronics) and the 7550 modem router.
 
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