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faq [2013/03/06 09:22] Stefan |
faq [2019/08/30 07:20] (current) Stefan |
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| ==== Q: How do I locate my MyCloud device and how do I login? ==== | ==== Q: How do I locate my MyCloud device and how do I login? ==== | ||
| - | * Go to the web portal at **http://myakitio.com**, enter the 12 digits MAC address that is printed on the device and then login. It's not required to install any additional programs on the computer, setup the network router or register the device. This method of login works straight out of the box. At a later point, if you prefer a server name that is easier to remember, you can always register an additional device name (as long as the name is not already taken). For more information about the login, go to **[[login|login]]**. | + | * Enter the local IP address of your device directly into the URL field of your web browser. If you don't know the local IP address of your device, login to your network router and lookup the IP address of your network drive in the DHCP log. As an alternative, you can use the [[login#finder_utility_on_windows|Finder Utility on Windows]] or the [[login#finder_utility_on_mac|Finder Utility on Mac]] to scan the local network for your network drive and find out the correct IP address. Once you know the correct IP address, copy and paste it into the URL field of your web browser. For more information about the login, go to **[[login|login]]**. |
| ==== Q: Why can I not access my device via http://myakitio.com? ==== | ==== Q: Why can I not access my device via http://myakitio.com? ==== | ||
| - | * Make sure that your network drive is turned on and that it is connected to the internet. For more details about the login, go to **[[login|login]]**. To troubleshoot login errors, see **[[howto#how_to_troubleshoot_the_error_device_offline|device offline]]** and **[[howto#how_to_troubleshoot_the_error_connect_to_device_timeout|connect to device timeout]]**. | + | * The web portal at myakitio.com has been discontinued as of August 31, 2019. To access your device on the local network (LAN), please enter the IP address of your device directly into the URL field of your web browser. For remote access, please use one of the Dynamic DNS services like [[system_information_portal_server#noipcom|noip.com]] or [[system_information_portal_server#dyndnscom|DynDNS.com]] instead. To troubleshoot login errors, see **[[howto#how_to_troubleshoot_the_error_device_offline|device offline]]** and **[[howto#how_to_troubleshoot_the_error_connect_to_device_timeout|connect to device timeout]]**. |
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| - | ==== Q: I'm currently using the MAC address to login. Can I change it to a different name? ==== | + | |
| - | * The MAC address will always be the default login and it's not possible to change it but you can register a new name for your device that is easier to remember. For more details about how to register a new name, see **[[system_information_portal_server#myakitiocom|Preferences > Portal Server]]**. | + | |
| ==== Q: Why can I not register a new name for my media server? ==== | ==== Q: Why can I not register a new name for my media server? ==== | ||
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| ==== Q: What ports are used for the remote connection? ==== | ==== Q: What ports are used for the remote connection? ==== | ||
| - | * When browsing the web page and registering the device, a standard HTTP connection on port 80 is used. For the login and file access, port 9000 and port 10080 are used. If port 10080 is in use, the system will try 10081, 10082, etc. until 10100. If port 10080 is open on both the network where the network drive (MyCloud) is connected as well as on the network where the computer is currently connected, the communication becomes direct peer to peer. If none of the 10080 ports work, port 9000 or in some cases port 1194 is used instead. | + | * When browsing the web page and registering the device via myakitio.com, a standard HTTP connection on port 80 is used. For the login and file access, port 9000 and port 10080 are used. If port 10080 is in use, the system will try 10081, 10082, etc. until 10100. If port 10080 is open on both the network where the network drive (MyCloud) is connected as well as on the network where the computer is currently connected, the communication becomes direct peer to peer. If none of the 10080 ports work, port 9000 or in some cases port 1194 is used instead. |
| <note>Make sure the ports 9000, 10080 and 1194 are not blocked on your network switch or router, otherwise the remote login will not work. If the login through the web portal fails, you may need to use the [[login#finder_utility_on_windows|finder utility for Windows]] or the [[login#finder_utility_on_mac|finder utility for Mac]] to find out the local IP address. You can then enter the local IP address directly into the URL field of your web browser to access the device.</note> | <note>Make sure the ports 9000, 10080 and 1194 are not blocked on your network switch or router, otherwise the remote login will not work. If the login through the web portal fails, you may need to use the [[login#finder_utility_on_windows|finder utility for Windows]] or the [[login#finder_utility_on_mac|finder utility for Mac]] to find out the local IP address. You can then enter the local IP address directly into the URL field of your web browser to access the device.</note> | ||
| ==== Q: Why does the URL sometimes show the IP address and sometimes the MAC address or device name? ==== | ==== Q: Why does the URL sometimes show the IP address and sometimes the MAC address or device name? ==== | ||
| - | * When you login from the same home network where the MyCloud is connected to, the URL will automatically change to the local IP address. When you login from outside and the automatic port mapping function is enabled or manual port forwarding is set up, the URL will change to the external IP address. In both cases, it means that you have a direct connection to your MyCloud. If the URL shows your MAC address or the device name (e.g. %%http://mycloud-pro.us1.myakitio.com/akitio/20121220/...%%), it means that the connection goes through the web portal and the system was unable to create a direct connection to your device. | + | * When you login from the same home network where the MyCloud is connected to, the URL will automatically change to the local IP address. When you login from outside and the automatic port mapping function is enabled or manual port forwarding is set up, the URL will change to the external IP address. In both cases, it means that you have a direct connection to your MyCloud. If the URL shows your MAC address or the device name (e.g. **%%http://0001d21237a3.us1.myakitio.com/akitio/20121220/?lang=en-us%%**), it means that the connection goes through the web portal and the system was unable to create a direct connection to your device. |
| - | <note>If the URL shows your MAC address or the device name, the connection is not as fast as a direct connection, because all traffic is redirected through the web portal. If you have already set up port mapping or port forwarding and it used to work correctly in the past, please go to **[[system_information_portal_server|Preferences > Portal Server]]** and re-apply the settings. If necessary, change the port number for the port mapping function and then apply the new settings.</note> | + | <note>If the URL shows your MAC address or the device name, the connection is not as fast as a direct connection, because all traffic is redirected through the web portal. If you have already set up port mapping or port forwarding and it used to work correctly in the past (e.g. before a restart of your network router), please go to **[[system_information_portal_server|Preferences > Portal Server]]** and re-apply the settings. If necessary, change the port number for the port mapping function and then apply the new settings.</note> |
| + | ==== Q: What does 'Device Not Found!' and 'Error ID: (Device non-exist)' mean? ==== | ||
| + | * This error appears when you have entered the wrong MAC address or registration name. Please make sure that you have entered the correct number or name. If you have entered the correct MAC address or name and the device can still not be found, your device might no longer be supported. | ||
| + | ==== Q: How do I access my device without going through myakitio.com? ==== | ||
| + | * If your computer is connected to the same network as the network drive, simply enter the local IP address of your network drive directly into the URL field of the web browser. For more information, see **[[login#local_login|Login > Local Login]]**. If you would like to access your network drive from outside home, you will have to manually setup port forwarding on your network router, to allow incoming traffic to your network drive. You will also need to know your external IP address at home, which might change from time to time, unless you are using a fixed IP address. You can use one of the DDNS providers under **[[system_information_portal_server|Preferences > Portal Server > DDNS]]** to manage dynamic DNS or you can check the settings of your network router to see if it supports a dynamic DNS service, which you could use to monitor your external IP address. | ||
| ===== File Access and Playback ===== | ===== File Access and Playback ===== | ||
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| ==== Q: I've attached an external USB drive to the network drive. Where can I access the data? ==== | ==== Q: I've attached an external USB drive to the network drive. Where can I access the data? ==== | ||
| - | * Login as administrator, open the MyCloud file explorer, go to the **DEVICES** directory and look for **USB1-P1** or **USB2-P1**. The data of your USB drive will be inside one of these directories. If you don't see it and have only just connected the USB drive, wait a few more seconds and then click **Refresh** to scan for new devices. For more details, go to **[[howto#how_to_access_files_on_a_usb_drive|Support > How To Articles > How to access files on a USB drive]]**. | + | * Login as administrator, open the MyCloud file explorer and go to the **DEVICES** folder. The data of your USB drive will be inside this directory. If you don't see it and have only just connected the USB drive, wait a few more seconds and then click **Refresh** to scan for new devices. For more details, go to **[[howto#how_to_access_files_on_a_usb_drive|Support > How To Articles > How to access files on a USB drive]]**. |
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| - | <note>When two USB drives are connected simultaneously, the drive that has been mounted first is USB1 and the second one is USB2. If there are multiple partitions on a USB drive, it will label them with USB1-P1, USB1-P2, etc.</note> | + | |
| ==== Q: Why is the transfer rate for my USB drive so slow? ==== | ==== Q: Why is the transfer rate for my USB drive so slow? ==== | ||
| - | * The file transfer rate when copying files back and forth between the network drive and the USB drive varies greatly, depending on how the files are transferred and where the USB drive is connected to. The best way to manage your data on the USB drive is, when the USB drive is attached to your computer and the network drive is mounted to that computer through Samba. For more details, please see **[[fm_usb_copy#usb_copy_benchmark|File Management > USB Copy > USB Copy Benchmark]]**. | + | * The file transfer rate when copying files back and forth between the network drive and the USB drive varies greatly, depending on how the files are transferred and where the USB drive is connected to. The best way to manage your data on the USB drive is, when the USB drive is attached to your computer and the network drive is mounted to that computer through Samba. For more details, please see **[[fm_usb_drives#usb_copy_benchmark|File Management > USB Drives > USB Copy Benchmark]]**. |
| ==== Q: When I create new user accounts for my friends and family, do they all store their data in the same HOME directory? ==== | ==== Q: When I create new user accounts for my friends and family, do they all store their data in the same HOME directory? ==== | ||
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| <note>Compared to SMB, the WebDAV connection is slower and also limited when it comes to the file size, so even though it can be used on the LAN as well, we recommend using SMB whenever possible.</note> | <note>Compared to SMB, the WebDAV connection is slower and also limited when it comes to the file size, so even though it can be used on the LAN as well, we recommend using SMB whenever possible.</note> | ||
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| + | ==== Q: Why can I not login to my network drive as a different user? ==== | ||
| + | * When mapping a network share on a Windows-based computer, you cannot login with different accounts simultaneously, unless you use a different path (e.g. host name for one and IP address for the other). This behavior is by design as one server (uniquely identified by the given name) can only have one user authenticated to it at any given time. If you are already logged in as one user (e.g. admin) and would like to map the network drive as a different user (e.g. a regular user account), please disconnect the network drive first, before you attempt to login as the new user. Otherwise, you will get following error message: "The network folder specified is currently mapped using a different user name and password". For more details about using network shares on Windows, please refer to **[[fm_smb_pc|File Management > PC users > Samba]]**. | ||
| ===== Mobile Apps ===== | ===== Mobile Apps ===== | ||
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| ==== Q: Why does the disk manager say "Your system setup does not have a SWAP partition"? ==== | ==== Q: Why does the disk manager say "Your system setup does not have a SWAP partition"? ==== | ||
| * When the system runs out of memory, it needs to store some temporary files on a SWAP partition. If you used the "Expert" mode instead of "Auto" or "Advanced", the disk manager will not create this partition by itself and you will have to manually setup a SWAP partition. Create a primary partition and set the size to twice the size of the system memory (e.g. for a system with 128MB of memory, set the partition size to 256MB). Format the partition using the **SWAP** file system and then mount this partition, so that the system can use it. | * When the system runs out of memory, it needs to store some temporary files on a SWAP partition. If you used the "Expert" mode instead of "Auto" or "Advanced", the disk manager will not create this partition by itself and you will have to manually setup a SWAP partition. Create a primary partition and set the size to twice the size of the system memory (e.g. for a system with 128MB of memory, set the partition size to 256MB). Format the partition using the **SWAP** file system and then mount this partition, so that the system can use it. | ||
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| + | ==== Q: How do I erase a file securely? ==== | ||
| + | * There is no option in the web interface to erase a file securely but you can use the command line tool "shred". Login via Telnet using your admin account, change the directory to locate your file and then run the command like this "shred -u file1.txt". | ||
| ==== Q: What happened to the iBackup service? ==== | ==== Q: What happened to the iBackup service? ==== | ||
| * The [[applications_ibackup|iBackup service]] is no longer actively supported and has been removed with the firmware update 20121206. If you have previously enabled this service, you can still use it but please keep in mind that it only supports devices running iOS up to version 4.x and not above that anymore. | * The [[applications_ibackup|iBackup service]] is no longer actively supported and has been removed with the firmware update 20121206. If you have previously enabled this service, you can still use it but please keep in mind that it only supports devices running iOS up to version 4.x and not above that anymore. | ||
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| + | ==== Q: What happened to the Browser application? ==== | ||
| + | * The [[applications_browser|Browser application]] is no longer supported and has been removed with the firmware update 20130517. | ||
| ==== Q: How long does it take to setup the MyCloud? ==== | ==== Q: How long does it take to setup the MyCloud? ==== | ||
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| ==== Q: Why is the download service unable to start? ==== | ==== Q: Why is the download service unable to start? ==== | ||
| * By default, the download service is using the **HOME** folder of the system administrator (admin) to store the files. However, if there is no drive installed yet or the partition has not yet been created, it's unable to start. Make sure your drive is installed properly, a partition has been created and the drive has been formatted for the network drive to use. For more details about setting up a drive, refer to **[[applications_disk_manager#auto|Applications > Disk Manager > Auto]]**. | * By default, the download service is using the **HOME** folder of the system administrator (admin) to store the files. However, if there is no drive installed yet or the partition has not yet been created, it's unable to start. Make sure your drive is installed properly, a partition has been created and the drive has been formatted for the network drive to use. For more details about setting up a drive, refer to **[[applications_disk_manager#auto|Applications > Disk Manager > Auto]]**. | ||
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| - | ==== Q: As an OEM/ODM customer, can we build our own web portal? ==== | ||
| - | * The short answer is **YES**. If you would prefer to build your own log in portal rather than using the portal at http://myakitio.com that we provide then you are more than welcome to do so. Please keep in mind that this is no easy task and the costs are extremely high. You must be absolutely committed to the personal cloud business to even consider such an endeavor. | ||
| ==== Q: How do I configure my drives? ==== | ==== Q: How do I configure my drives? ==== | ||
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| ==== Q: Why is there no PDF manual? ==== | ==== Q: Why is there no PDF manual? ==== | ||
| - | * Each product includes a printed setup guide, helping you to setup and familiarize yourself with the hardware but you can also find a more detailed **[[setup_guide|setup guide]]** on this Wiki. For the software, all information can be found on this Wiki. There is no PDF manual because the software is often updated and both features and functions may change with each update. A PDF manual would be quickly outdated and the information would no longer match the current product. The Wiki on the other hand will always be kept up to date and you can access it any time you need to. If you like to read some of the information offline, please select the "**export: odf**" or "**export: pdf**" tab at the top of the Wiki to save the current page on your computer or use the "**Book creator**", also on the top of the Wiki, to create a PDF booklet with multiple pages. To download the entire Wiki, you can find a download link to the **eBook** (ePub format) on the **[[wiki:ebook_help|eManual Help]]** page. | + | * Each product includes a printed setup guide, helping you to setup and familiarize yourself with the hardware but you can also find a more detailed **[[setup_guide|setup guide]]** on this Wiki. For the software, all information can be found on this Wiki. There is no PDF manual because the software is often updated and both features and functions may change with each update. A PDF manual would be quickly outdated and the information would no longer match the current product. The Wiki on the other hand will always be kept up to date and you can access it any time you need to. If you like to read some of the information offline, please select the "**export: pdf**" tab on the top of the Wiki to save the current page to your computer. |
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| + | === Q: How can I download the entire Wiki? === | ||
| + | * To download the entire Wiki for offline viewing, we have prepared an eBook for iPad, Nook, Sony Reader, and others. To open and read this document on your computer, we recommend using **Calibre**. You can download a free copy of this software at http://calibre-ebook.com/.\\ {{:wiki:document-epub.png?nolink|}} [[http://wiki.myakitio.com/akitio-mycloud-emanual.epub|ePub format]] | ||
| ==== Q: How to use and setup system notifications? ==== | ==== Q: How to use and setup system notifications? ==== | ||
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| <note important>When resetting the device (not formatting), user accounts are removed but any data the user has previously stored on the network drive is still stored on the device. Create the same user account once more and the user can access the data again.</note> | <note important>When resetting the device (not formatting), user accounts are removed but any data the user has previously stored on the network drive is still stored on the device. Create the same user account once more and the user can access the data again.</note> | ||
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| + | ==== Q: How do I rebuild a RAID 1 array? ==== | ||
| + | * After replacing the faulty drive, open the disk manager and select the expert mode. Drag the new drive onto the existing RAID array and click **Rebuild** to start rebuilding the RAID array. For more details, please see **[[applications_disk_manager#manage_the_disks|Applications > Disk Manager > Expert > Manage the Disks > Rebuild a RAID 1 array]]**. | ||
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| + | ==== Q: Why is there a thumb.data.tmp file in my folder? ==== | ||
| + | * This is a temporary file created by the system during the process of creating the thumbnails. If you delete this file, in some cases, the system will automatically re-create it it the next time it has to process that folder again. | ||
