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BT Cloud Update Dec 2020

Iank2 — Thu, 10 Dec 2020 11:58:14 GMT

I've just updated BT Cloud (not that I use it that much) and it has crashed my Windows 10 system. My machine will not open and I am struggling to get it to open at all. I keep restarting and/or closing and leaving for a while before switching back on using CTL/Alt/Del.

Any help would be welcome?

Re: BT Cloud Update Dec 2020

phosking — Thu, 10 Dec 2020 12:35:18 GMT

I am another BT Cloud user suffering from the update. I know this must be cold comfort for you, lank2, but it might help BT to share my experience, and until I see some resolution I am keeping away from BT Cloud's desktop application.

This is what I got when booting up my Windows 10 PC this morning

BT Cloud Update notice:
BT Cloud must perform an update to version 20.6.1. BT Cloud will restart once the update is complete.

[Install] (which I did, then, part way through installation:
AVG gave me this: Threat blocked
We've blocked CefSharp.BrowserSubprocess.exe because it was infected with IDP.Generic
What would you like to do?
[MOVE TO QUARANTINE]
[MORE OPTIONS]

I used the quarantine option and discontinued the update.

I'm now awaiting any feedback or advice before taking any more steps to install

Re: BT Cloud Update Dec 2020

Anonymous — Thu, 10 Dec 2020 12:47:58 GMT

There is a known problem with the latest update which BT say they are looking into, I'm surprised that they haven't pulled the update now that they know the extent of the problem.

See https://community.bt.com/t5/Broadband-Extras-Apps-from-BT/New-BTCloud-20-6-1-Desktop-App/m-p/2118324#M41030

Re: BT Cloud Update Dec 2020

Iank2 — Thu, 10 Dec 2020 13:02:53 GMT

Thanks for sharing. Sadly I left it to update and came back to a machine that was doing something I'd never seen before. And now it just won't start up windows. Looks like I will need to reinstall windows at this rate.

Re: BT Cloud Update Dec 2020

Anonymous — Thu, 10 Dec 2020 13:14:14 GMT

You could try restarting in safe mode

Re: BT Cloud Update Dec 2020

Iank2 — Thu, 10 Dec 2020 13:53:52 GMT

Tried that it still won't open. I just get white screen which 'flashes'!

Re: BT Cloud Update Dec 2020

Anonymous — Thu, 10 Dec 2020 14:35:26 GMT

Could it be that you're using an HD display? Video resolution is very basic in safe mode

Re: BT Cloud Update Dec 2020

Anonymous — Thu, 10 Dec 2020 14:48:30 GMT

I guess it's no consolation but just for info, this thread is nearing 400 posts

https://community.bt.com/t5/Broadband-Extras-Apps-from-BT/BT-Cloud-Won-t-Start/m-p/2118466#M41072

Re: BT Cloud Update Dec 2020

Iank2 — Thu, 10 Dec 2020 15:07:19 GMT

It is an HD display. But I get the message sihostexe - System Warning
Unknown Hard Error.
When I go to log in using po in (only accepted this recently) it goes to a bright white screen.

Re: BT Cloud Update Dec 2020

Anonymous — Thu, 10 Dec 2020 15:16:59 GMT

Ouch! that's definitely a corruption of some sort, worst case scenario - new HDD

Re: BT Cloud Update Dec 2020

Iank2 — Sun, 13 Dec 2020 11:14:47 GMT

I've found I can get into task manager and from there open up apps and documents through file manager. So far backed up my pics so just need to backup my docs. Everything is working apart from Windows launch. It gets to the desktop but then shifts to a bright white screen. Is there anything I can disable in task manager that might help on restart?

Re: BT Cloud Update Dec 2020

mispeltyuoth — Sun, 13 Dec 2020 13:46:12 GMT

You could check the 'startup' tab in TM. If BT Cloud is there you should be able to disable it (right click/disable), When you restart, hopefully, BT Cloud won't automatically start and Windows will get going properly. If you then want to risk restarting BT Cloud (I wouldn't at the moment) you can do so manually.

PS - I haven't actually tried this but logically, if BT Cloud isn't running it shouldn't be able to affect your PC.

PPS - do you have a restore point you could go back to before the update?

Re: BT Cloud Update Dec 2020

Iank2 — Sun, 13 Dec 2020 14:08:46 GMT

hi, thanks for your message. I have already dy cloud but still get the white screen. I've checked my restore options and no there isn't a restore point. My only option seems to be to reinstall windows but it seems a bit drastic when the machine is clearly working as I can get to my field and they open without a problem. Ivan even open programmes from the file manager. It's just windows 10 won't complete to the start screen.

Re: BT Cloud Update Dec 2020

Anonymous — Sun, 13 Dec 2020 14:19:07 GMT

If you have the Windows installation media then there is a way you can start your machine to that (say DVD or USB drive) and launch windows repair tool.

See https://answers.microsoft.com/en-us/windows/forum/windows_10-windows_install-winpc/how-to-perform-a-repair-upgrade-using-the-windows/35160fbe-9352-4e70-9887-f40096ec3085 for more info

Re: BT Cloud Update Dec 2020

Iank2 — Sun, 13 Dec 2020 17:18:02 GMT

Thanks for the idea. I don't think I have the media. I'm just wondering, I've been able to get to by cloud link on my desktop (using file explorer) and it has an option to restore previous version - any idea if that will remove the new version?

Re: BT Cloud Update Dec 2020

Anonymous — Sun, 13 Dec 2020 18:27:31 GMT

I believe it will.

You can download and execute the .iso file from that site I linked you to earlier, I would do that first

Re: BT Cloud Update Dec 2020

Iank2 — Sun, 13 Dec 2020 18:12:57 GMT

ok thanks! I will give iia try!

Re: BT Cloud Update Dec 2020

Anonymous — Sun, 13 Dec 2020 18:30:04 GMT

@Iank2wrote:
ok thanks! I will give iia try!

If you've got another machine, download the iso file and create your own installation media, you can use either a DVD or a USB key whichever you prefer. That way you can try the repair I mentioned earlier

Re: BT Cloud Update Dec 2020

Iank2 — Sun, 13 Dec 2020 18:34:55 GMT

Good idea thanks! I'm just backing up files at the moment!

Re: BT Cloud Update Dec 2020

Iank2 — Sun, 27 Dec 2020 19:02:08 GMT

@Anonymous

Just wanted to say a big thank you! Just finally had time to do the iso file and repair windows 10 and it appears to have worked a treat!

Cant say enough - glad you picked up my messages!