Support

Support for your
My Cloud and WD Cloud device is changing

Western Digital strives to provide reliable and trustworthy storage solutions for businesses and consumers alike. We continuously evaluate and improve our hardware, software, and services as security standards evolve. As a result, we've determined that it’s necessary to end support for prior generations of My Cloud OS, including My Cloud OS 3 and WD Cloud OS 2. Customers with affected devices should act as soon as possible to help protect their content.

Customers with My Cloud OS 5-compatible devices

On January 15, 2022, devices that are compatible with My Cloud OS 5 will no longer support prior generations of My Cloud OS, including My Cloud OS 3. If your device is compatible, upgrade to My Cloud OS 5 now to continue to access it remotely.

My Cloud OS 5 contains critical security updates, and support for it is guaranteed through 2026. If you don't upgrade your device, you'll only be able to access it locally. After January 15, 2022, remote access, security updates, and technical support will no longer be provided.

Customers with legacy, My Cloud OS 3-compatible devices

On April 15, 2022, support for prior generations of My Cloud OS, including My Cloud OS 3, will end. There are critical security updates that are only available for My Cloud OS 5-compatible devices. If your device isn't compatible with My Cloud OS 5, you'll only be able to access it locally. After April 15, 2022, your device will no longer receive remote access, security updates, or technical support. To help protect your content, we recommend that you back up your device, disconnect it from the internet, and protect it with a strong, unique password.

To help make this easier on you, we're sending a 20% discount coupon1 to customers who own devices that aren't compatible with My Cloud OS 5. We'll send the coupon through email in January 2022. You won't need to return your current device, and the code will be good for 90 days.

The following is a list of devices that your discount is eligible for. The offer will be based on which device you already own:

Current Device
My Cloud (P/N: WDBCTLxxxxxxx-00)
My Cloud Mirror
My Cloud EX2
My Cloud EX4

Affected Devices

My Cloud PR2100
My Cloud PR4100
My Cloud EX2 Ultra
My Cloud EX4100
My Cloud EX2100
My Cloud DL2100
My Cloud DL4100
My Cloud Mirror Gen2
My Cloud (P/N: WDBCTLxxxxxxx-10)
WD Cloud
My Cloud Mirror
My Cloud EX2
My Cloud EX4
My Cloud (P/N: WDBCTLxxxxxxx-00)

FAQ

The following are some questions we frequently encountered while preparing for this change:

Technical FAQ

Q: What are the feature differences between My Cloud OS 3 and My Cloud OS 5?
A: My Cloud OS 5 features the latest security updates to help keep your content safe. The new software also features an improved mobile and web app, cloud access, and much more. For more details, visit My Cloud OS 5: Feature Differences Between My Cloud OS 3 and My Cloud OS 5.

Q: How do I disable remote access features for My Cloud OS 3?
A: Remote Access can be disabled by removing the email address of the user and disabling Remote Access in the "Cloud Access" section of the Admin Dashboard. For instructions, visit How to Disable and Turn Off Remote Access on a My Cloud device.

Q: How do I know if my device is compatible with the new My Cloud OS 5 upgrade?
A: To determine whether you have a device that's compatible with My Cloud OS 5, visit Firmware Availability and Supported Devices.

Q: What actions do I need to take once the services are shut down?
A: If you have a device that's eligible for My Cloud OS 5, update it to My Cloud OS 5. If your device isn't compatible with My Cloud OS 5, consider upgrading to a device that is.

Q: Will my device stop working if I can't upgrade to My Cloud OS 5? Will I lose access to my data?
A: Once the services have been shut down, you will still be able to access the device on a local network. However, access through the My Cloud OS 3 mobile app or web app will not be possible. Email notifications also won't be delivered. Devices that have auto-update enabled will receive a final firmware update to disable remote access and outbound traffic to cloud services. Then, support will end and you'll have to use the local network to access the device.

Q: I can't upgrade to My Cloud OS 5, are there compatibility fixes planned for future desktop or mobile OS?
A: My Passport Wireless users will still be able to use the My Cloud OS 3 mobile app. Otherwise, the My Cloud OS 3 app will not be able to access any My Cloud or My Book Live devices.

Q: Can I downgrade to My Cloud OS 3 if My Cloud OS 5 does not include the features and functionalities of My Cloud OS 3?
A: Upgrading to My Cloud OS 5 is a one-way process. Downgrading to My Cloud OS 3 isn't possible.

My Cloud OS 5 Specific Questions

Q: How long will My Cloud OS 5 devices be supported?
A: The My Cloud OS 5 software will be supported at least until the end of 2026. At that point, if support isn't extended, the device will enter the "End of Support" phase in Western Digital's product lifecycle support policy, and updates and cloud services will be discontinued.

Q: Why would a My Cloud OS 5-compatible device, running My Cloud OS 3, no longer have remote access?
A: The My Cloud OS 3 firmware is no longer supported. In an effort to protect our customers, we're providing an update to My Cloud OS 5 that adds the latest security protections. To maintain remote access, you must upgrade your device to My Cloud OS 5.

Policy Questions

Q: Does this apply to My Cloud Home products?
A: No. This end of service announcement does NOT apply to My Cloud Home products. They're unaffected by this transition. To understand which product you have, read up on Supported devices

Q: Will you be continuing security updates for My Cloud OS 3?
A: No. After this change, we won't release any new updates for prior generations of My Cloud OS. 

Q: What are you doing for customers that have devices that cannot upgrade to My Cloud OS 5?
A: In January 2022, we'll send a 20% discount coupon1 to customers who own devices that aren't compatible with My Cloud OS 5. 

Q: What if my products are still under warranty?
A: We will honor all valid warranty claims submitted by customers within the applicable warranty period. For more information about the warranty for your product, review your warranty information

Q: What is WD's policy for supporting devices and services?
A: Read up on Western Digital's product lifecycle support policy to learn how we plan to support devices and services over their lifecycle.

1. Offer valid only for the purchase of one of the following qualifying products: My Cloud Home (8TB), My Cloud EX2 Ultra (16TB, 24TB, 28TB), My Book (12 TB), or My Book Duo (20TB). Sales quantities are limited to a maximum of 1 per customer. Offer is only valid while supplies last. This offer may not be combined, used in conjunction with or used in addition to any other promotion or offer. This offer may not be available in all regions of the world. Western Digital reserves the right to change or discontinue this offer at any time without notice. This offer expires April 15, 2022.