no access to Apollo Promise

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  • Last Post 2 weeks ago
Emmanuelle Leneuf posted this 2 weeks ago

Hello,

I have an Apollo Personal Cloud 4TB 

Since yesterday, I can no longer access my files. Until yesterday morning, everything was working fine: I was able to connect and see my data as usual on my Mac.

Now, when I try to log in with the Apollo Cloud app on my Mac, I get this error message:
“Impossible to access public server” / “Impossible d’accéder au serveur public.”

I tried several times, including after restarting my NAS and my Internet box. The NAS indicator turns green for a while, then switches back to white.

I also tried to log in from the Apollo Cloud mobile app, but all passwords (including the last one I used and any new ones I tried to reset) are refused as “incorrect.”
It seems impossible to reset or change my password.

I have not changed anything in my local network or setup. Everything was working fine just yesterday.

Can somebody explain to me what is happening please ? 

Is this a maintenance issue on the server, or a permanent shutdown? Will the service come back online?


Is there any way to recover access to my data, even locally, without the cloud server?

This situation is very critical as my files are important. And i need to have acces before a major Tech Event.

 

Thank you for your help and an urgent answer.

Attached Files

R P posted this 2 weeks ago

Hi,

 

The public server is online and my Apollo is working correctly. I can connect with the Windows app and iphone app.

I have restarted my NAS and my Internet box, but the problem remains. The NAS indicator turns green for a while, then goes back to white.

This is normal, the green LED means the Apollo is booting the white LED means that the Apollo has connected to the public serer.


I don’t have access to much info, but from what I can find the Apollo shows as online.

Now, when I try to log in with the Apollo Cloud app on my Mac, I get this error message: “Impossible to access public server” / “Impossible d’accéder au serveur public.”

This is interesting, the Apollo can connect to the public server but the Mac cannot.

Regarding the mobile, perhaps trying to connect from a different wifi network might help.

Best guess, something is blocking access to the public network. If the Mac and mobile are both connecting via Wifi, then the Wifi could be the problem, if this is the case try connecting the Mac to the router with an Ethernet cable.

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