This topic

BT cloud not working on iMac since todays update 7-7-20

nannajan13 — Tue, 07 Jul 2020 12:32:37 GMT

I had BT cloud on my iMac and saved on menu bar today the update pop up came on, so I clicked it. The icon image changed slightly but it now does not work at all and won't load or respond its now not showing at the top panel either and it won't load via launcher. As it happens I did a backup yesterday so tried to load the previous version of BTcloud but the message came up that it could not restore BTcloud because it was in open. I had the app on my Samsung phone so turned that off in case that was the problem and then deleted from the phone when that didn't work.

So I am left with a BTCloud icon that doesn't work, I can't restore the previous version because somewhere BTcloud is open and I can't even delete BTcloud.

Any suggestions would be gratefully received, at present I would be happy just to get rid of BTCloud off my iMac.

Re: BT cloud not working on iMac since todays update 7-7-20

DavidM — Tue, 07 Jul 2020 15:11:09 GMT

Hi @nannajan13 and welcome back.

Sorry you're having problems with the Cloud. Your best bet would be to contact the Cloud helpdesk directly on 0808 100 6778. They should be able to sort this out for you. Can you try that and let me know how it goes?

Cheers

David

Re: BT cloud not working on iMac since todays update 7-7-20

Silvershell — Wed, 08 Jul 2020 07:45:44 GMT

Hi DavidM,
I have the same/similar issue with no dashboard available etc.
I don't usually click on updates when they first pop up, but did this time 😄 Hopefully they can fix the issue soon.

I will contact the helpdesk as you mentioned above.

Re: BT cloud not working on iMac since todays update 7-7-20

DavidM — Wed, 08 Jul 2020 08:18:25 GMT

Thanks for posting @Silvershell,

Please get back and let me know how you get on with the helpdesk.

Cheers

David

Re: BT cloud not working on iMac since todays update 7-7-20

David_Samuels — Wed, 08 Jul 2020 10:48:11 GMT

I also have this problem. The BT Cloud app informed me that an update was available from the version 17.something I had to 20.something. I accepted the upgrade and watched it install but not restart. Whern I tried to restart it, it told me that I needed a more up-to-date version of MacOS than the 10.11.16 El Capitan that I have.

The reason that I still run El Capitan is that my iMac dates from 2009 and will not mow upgrade to a later version. That's OK with me because I don't want to throw away a (for me) perfectly adequate computer.

I am now stuck with an app I cannot run to service a 60GB archive of pictures.

Can someone please tell me where I can go to download the older version and re-install it? And can someone explain to me what sort of a clown writes an installer which doesn't check for OS compatibility before overwriting an existing installation? I was a developer for the last 30 years of my working life and would have been fired for such stupidity.

BTW: the help line number supplied has been repurposed and doesn't have any relation to BT Cloud.

Re: BT cloud not working on iMac since todays update 7-7-20

Mark_Sparks — Fri, 10 Jul 2020 08:32:00 GMT

Anyone had any communication with BT and made progress with this issue please? Mine refuses to run also.

Re: BT cloud not working on iMac since todays update 7-7-20

nannajan13 — Fri, 10 Jul 2020 09:06:07 GMT

I haven't contacted BT but I spent most of the afternoon trying to sort the problem out. I have partially sorted but I'm not really sure how as I tried so many things.

What I did find was that by using chrome rather than Safari I could get into my Cloud account via MyBT and I made some changes like stopping automatic log in. Fortunately I also had the old version of Cloud backed up which I downloaded but as stated before wouldn't work because of the new version being installed. Eventually after something I did in my account must have worked and stopped the new version running because I was able to log into the old version, although I did keep getting the new version log in window pop up and there was no way of closing it (the red cross wouldn't work). This meant I had to make it as small as possible and drag it out to the side which was annoying.

Anyway at this point I noticed that in the top right corner near date time etc where there are a few small icons there seemed to be a larger gap between two of the icons, I clicked on the gap and there was the BT Cloud icon! Now by this point I wasn't bothered whether I never saw BT cloud again and I have photos backed up elsewhere so when the icon gave me several options including uninstall I did and the new version was gone including the irritating log in box...

I still have the old BT cloud but I have switched off automatic sync because for the last week it has saved rubbish, like individual logos off letterheads as photos. I am leaving at the moment but might get rid of it all together, especially as each time I log in it keeps trying to get me to update to the latest version.

Re: BT cloud not working on iMac since todays update 7-7-20

David_Samuels — Thu, 16 Jul 2020 10:11:02 GMT

Not a peep. Come on BT -- is anyone even monitoring this thread any more? DavidM?

Re: BT cloud not working on iMac since todays update 7-7-20

CD179 — Thu, 16 Jul 2020 11:12:54 GMT

HI,

Same problem contacted BT 3 days ago, promised call back. Nothing yet

Chris

Re: BT cloud not working on iMac since todays update 7-7-20

CD179 — Thu, 16 Jul 2020 11:13:45 GMT

Hi, I think its time for you to step in.

Chris

Re: BT cloud not working on iMac since todays update 7-7-20

CD179 — Fri, 17 Jul 2020 14:05:27 GMT

Hi , David M. As a moderator cay please progress this please.

Chris

Re: BT cloud not working on iMac since todays update 7-7-20

PaddyB — Sat, 18 Jul 2020 11:01:55 GMT

Hi @CD179,

Thank you for posting and I'm sorry to you and everyone else on this thread that is having problems using BT Cloud on their iMac.

I've highlighted this to my colleagues in the Cloud team and I'll post back as soon as I know more.

Thanks

PaddyB

Re: BT cloud not working on iMac since todays update 7-7-20

David_Samuels — Sat, 18 Jul 2020 11:23:38 GMT

Thank you, @PaddyB. Please remind your Cloud team colleagues that we (some of us, at least) need to be able to get back to a version which will work with earlier MacOS versions -- El Capitan in my case.

Re: BT cloud not working on iMac since todays update 7-7-20

Silvershell — Tue, 21 Jul 2020 15:31:17 GMT

Hi @PaddyB ,

Still nothing?

I am running macOS Catalina 10.15.3 not the older version El cap'

Re: BT cloud not working on iMac since todays update 7-7-20

CD179 — Tue, 21 Jul 2020 19:11:07 GMT

Hi,Silver shell,

Running the same as you, and told yesterday that what I have got now is what the new S/W 20.3.10 runs like.

Think I have been fed Bulls**T.

Keep watching, and report any come backs fromBT here.

I think at the end of the day it will be another 0.79p/month to upgrade my second Apple I/D to 50gig. iCloud like all other apple products work. I think this is the reason why this update has not caused a mass of complaints, because 95% of apple users, use iCloud as primary back up.

Regards

Chris

Re: BT cloud not working on iMac since todays update 7-7-20

Dode — Tue, 21 Jul 2020 20:36:59 GMT

For those that can't get BT Cloud to quit it can be done through Activity Monitor. Also, back in the day when BT Cloud was even worse on a Mac than it is now I created an Automator App. to quit it as it would never quit. Worked a treat then and it still works. Simple to do. To be fair I'm not having any problems with BT Cloud as I only use it to store some music. I wouldn't trust it for Back-Up. I also use iCloud for that.

Re: BT cloud not working on iMac since todays update 7-7-20

PaddyB — Thu, 23 Jul 2020 17:30:41 GMT

Hi Everyone,

I'm sorry it's taken a few days for me to get back to you. My colleagues at BT Cloud have got back to me. The problem is related to the older OS versions that aren't supported in the BT Cloud update.

You can download the previous version of BT Cloud here - https://btcloud.bt.com/web/app/share/invite/IQNh1iNKpb

Please be aware that the previous version of BT Cloud isn't supported. To get the best BT Cloud experience we recommend that you use the most recent and up to date OS and BT Cloud versions.

Thanks

PaddyB

Re: BT cloud not working on iMac since todays update 7-7-20

David_Samuels — Thu, 23 Jul 2020 18:21:06 GMT

Thank you very much. At least I can now get back to where I was.

I must say that I think it's bad form for a software supplier not to advise users that a new version is incompatible with their OS. The team should be instructed to add compatibility tests to future releases to avois this problem in the future.

Re: BT cloud not working on iMac since todays update 7-7-20

nannajan13 — Fri, 24 Jul 2020 08:31:36 GMT

So is High Sierra 10.13.6 classed as an old OS?

Re: BT cloud not working on iMac since todays update 7-7-20

CD179 — Fri, 24 Jul 2020 08:50:53 GMT

Paddy B,

Many thanks, Is it just the very latest OS that is supported, and also was there any new documentation to support 20.3.10. All this would have been appreciated and useful before release.

What about the new OS, very different due to be released soon? BIG SUR.

Chris