This topic

BT Cloud Upgrade has affected PC Performance

Davonian — Sat, 19 Dec 2020 14:46:25 GMT

Like Sean's note further down it is good of you (BT) to eventually come back with a response. Its a shame you did not notify your customers of the issue when it arose!! Why are the screen icons not working? Why does the system render my internet service useless? The system also impacts heavily on my PC performance and other programme are running slow? The interesting thing is when I uninstall the BT Cloud my PC performs perfectly. This not about doing small fixes.....a total rewrite is required by someone who knows what they are doing. From a loyal customer who has been with BT for many years you are testing my patience. Please get look at this as a matter of urgency!

Re: BT Cloud Upgrade has affected PC Performance

R_G — Sun, 20 Dec 2020 07:42:32 GMT

I found the reason for this and it is because when the new "upgrade" is installed it moves from being a system wide program to a per user program. Following its installation, it then decides to download ALL the content you have in the cloud. Given you may have up to 1TB this will take a LONG time as on my system it will cause the disk (usually C:) that hold the users TMP and TEMP location to run at 100% utilisation. If this is an SSD that will also cause excessive wear on the SSD. it will take forever to do the download as its network utilisation is only 1 or 2Mbps

I also found that it will continually sync and in fact I would 100% NOT guarantee that the data you had in the cloud is now on your PC NOR is the data on your devices in the cloud, I checked and the size of the folders in the cloud is nowhere near correct and the content is also missing.

Fortunately, I only had a small(ish) amount of data (48GB), so I blew the whole lot away and started again watching closely what went on. To get around the disk utilistaion issue I created a RamDisk for the user TMP and TEMP variables and then network utilistation went up to the max speed and the download completed eventually but the upload of new data is a unmitigated disaster.

For me its been over a week since all this was reported to BT and still no update.

Whatever you do don't rely at this moment in time on you data being backed up to the cload!

Re: BT Cloud Upgrade has affected PC Performance

pddco — Sun, 20 Dec 2020 09:27:14 GMT

You’ll find that it doesn’t download the whole cloud. What it’s doing is downloading your mobile / tablet device files into the PCs ‘BT Cloud’ folder.

For some reason it’s been set to do this by default.

But you can stop it by going to Preferences (the cog) selecting the Sync option and deselect the ‘Enable BT Cloud sync’

Your PC’s files (that are selected under the ‘Backup’ option will still be backed up in the cloud.

If you want to have a local copy of the backups from your other devices, such as tablets and mobile phones, then select the ‘Enable BT Cloud sync’ option. And then the ‘“Make only the following folders available...” option. You can then decide which devices files you want to have on your PC. Any changes you make to those files will be synchronised with the original device.

Does that help?

Re: BT Cloud Upgrade has affected PC Performance

R_G — Sun, 20 Dec 2020 11:39:41 GMT

Yes, you are of course correct in your statements but that defeats the whole point of a cloud.

It took some time to work out what was going on and by that time my SSD disk had been taking a battering that it really did not need. To swamp an SSD to 100% when writing takes some doing especially when this went on for many hours with me unaware that there was even an issue. When I did find out what was going on, on my desktop, I was appalled at the way this software had been written.

There is 100% no need to download everything if you need to see if two files are equal and correct then just do an MD5 or SHA256 check on each then look at the dates and times and download/upload what is necessary.

Something else it did not do when downloading the files was to set the CORRECT date and time to match the date and time of the file's creation. Now all my folders have a date in December 2020.

BT Cloud has still not managed to sync new files that have been created in the BT Cloud folder.

This is just 100% rubbish programming and I am extremly disappointed that BT cannot do a better job at getting something like this correct. I should NOT have to work arounf software shortcomings like this.

Just as a last comment on the way BT are doing things it's about time they learnt that having dates on file (BT Bills) in a sortable format (YYYYMMDD) makes for finding and mangaing files much easier.

So @pddco whilst I thank you for your comments what I want is software that works properly!

So come on BT when are we going to get an update that actually does what it says on the tin?

Re: BT Cloud Upgrade has affected PC Performance

pddco — Sun, 20 Dec 2020 13:33:07 GMT

Not sure what you mean by “defeats the whole point of the cloud”.

Perhaps I’m mistaken. But I thought that the main purpose of the cloud was there to backup the files from my PC, or if I’ve got a tablet or mobile, those as well.

So predominately the PC’s files are being uploaded to the cloud. And periodically the cloud checks for any changes and uploads those changes, new files or whatever from the PC as needed.

I’m confused as to why you’re saying that loads of stuff is being downloaded.

The only time that occurs is when you’ve wanted a copy of your other device files through the BT cloud Sync folder.

If you only want one or two photos say from your device then just go to the cloud website, find the photos and download from there.

Re: BT Cloud Upgrade has affected PC Performance

R_G — Sun, 20 Dec 2020 16:17:19 GMT

@pddcoI think we have diverse ways of using the cloud storage yours are obviously different to mine.

The cloud is there to allow files to move between devices as well as being there as a backup for certain files. I back my phone up to the cloud but I dont want or need those files (4GB) on my phone. Right now, BT Cloud cannot get the files on my PC to the cloud and it did try to download some of them. It only managed 2GB worth and then is permanently synchronising with no up or download traffic.

It's well broken and that's it!

Just to update it now will not even start:

Application: BT Cloud.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: System.ArgumentNullException
at System.Linq.Enumerable.ToList[[System.__Canon, mscorlib, Version=4.0.0.0, Culture=neutral, PublicKeyToken=b77a5c561934e089]](System.Collections.Generic.IEnumerable`1<System.__Canon>)
at Sncr.Cloud.Abstractions.SecureDomains.FromJson(System.String)
at Sncr.Cloud.Utils.KeyPinningValidator.FromCache(Sncr.Cloud.Abstractions.ICertificateHashBuilder)
at Sncr.Cloud.Model.Workflow.States.Application.AppInitializationState+<Execute>d__6.MoveNext()
at System.Runtime.CompilerServices.TaskAwaiter.ThrowForNonSuccess(System.Threading.Tasks.Task)
at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(System.Threading.Tasks.Task)
at Sncr.Cloud.Model.Workflow.Abstract.StateManagerAbstract`3+<Execute>d__10[[Sncr.Cloud.Abstractions.States.AppStates, Sncr.Cloud.Abstractions, Version=20.6.1.0, Culture=neutral, PublicKeyToken=null],[Sncr.Cloud.Abstractions.States.AppTriggers, Sncr.Cloud.Abstractions, Version=20.6.1.0, Culture=neutral, PublicKeyToken=null],[System.__Canon, mscorlib, Version=4.0.0.0, Culture=neutral, PublicKeyToken=b77a5c561934e089]].MoveNext()
at System.Runtime.CompilerServices.TaskAwaiter.ThrowForNonSuccess(System.Threading.Tasks.Task)
at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(System.Threading.Tasks.Task)
at Sncr.Cloud.Model.Workflow.Managers.AppStateManager+<Execute>d__2.MoveNext()

Exception Info: System.AggregateException
at System.Threading.Tasks.TaskExceptionHolder.Finalize()

Faulting application name: BT Cloud.exe, version: 20.6.1.0, time stamp: 0x5ef09a9a
Faulting module name: KERNELBASE.dll, version: 10.0.19041.662, time stamp: 0xe6477cce
Exception code: 0xe0434352
Fault offset: 0x0012a892
Faulting process ID: 0x2dc8
Faulting application start time: 0x01d6d6eaeb4f0826
Faulting application path: C:\Users\xxx\AppData\Local\BTCloud\app-20.6.1\BT Cloud.exe
Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll
Report ID: b79967f5-0f02-4557-bb28-61b5e2149d77
Faulting package full name:
Faulting package-relative application ID:

Re: BT Cloud Upgrade has affected PC Performance

ummsalam — Sun, 17 Jan 2021 06:56:19 GMT

My problems with the 20.6.1 upgrade are as follows and any help would be appreciated:

Every time my Windows 10 desktop is powered up BT Cloud 20.6.1 gives a message saying it is upgrading my BT Cloud software then it tries to reinstall. It then is listed in the 'hidden icons' box as a small white cloud. Clicking on this cloud gives information of syncing - most often a message says it is fully synced, and the small white cloud has a black tick in it.

However open Windows Task manager and the small white cloud with tick is listed as a background process that is using between 50 & 70% of the CPU and nearly 1GB of memory, 0% disk, 0% Network & 0% GPU. This usage is continuous all the time the PC is on until I close it down at night.

I have an SSD which is not large enough to accommodate the whole of the BT Cloud data and so I installed the original BT Cloud software and data files on a 1TB hard drive. This worked reasonably well for several years until 20.6.1 and it is only this new release that is causing issues.

Clearly something is very wrong so three questions:

1. Can I do anything to solve this (I've tried pausing syncing in the app and this has no effect)?

2. Does anyone have this or a similar issue?

3. Has BT addressed this or similar problems being experienced by users of this new variant of BT Cloud?

Thank you

Mike

Re: BT Cloud Upgrade has affected PC Performance

GeoffSmith — Sun, 17 Jan 2021 08:06:23 GMT

@ummsalamwrote:
1. Can I do anything to solve this (I've tried pausing syncing in the app and this has no effect)?

As a temporary measure, at least until the next release :

a) Once any Backup and Syncing has finished (not easy to tell), click on the three vertical dots at top right of the "recently updated" window and select "Exit BT Cloud".

When you need BT Cloud running again you should have a shortcut on the Desktop to start it.

If there is no shortcut, look in the Start Menu under "BT", or in

C:\Users\<name>\AppData\Roaming\Microsoft\Windows\Start Menu\Programs\BT

where there should be a shortcut which you can copy to the Desktop .

b) Optional :

Click on the gear wheel at top right of the "recently updated" window to open the Preferences window.

When the spinning wheel stops turning click on Settings and untick "Launch on start-up", and then Save, of course.

Start it when you need to, as above.

Re: BT Cloud Upgrade has affected PC Performance

ummsalam — Sun, 17 Jan 2021 10:45:50 GMT

Thanks Geoff

That's certainly a workaround that puts a temporary stop to the ludicrous 60-70% of CPU and significant memory capacity being monopolised by the BT Cloud app.

The update will launch itself as ever every time PC is powered up but then it's just a case of waiting until any syncing is completed before turning it off using your instructions and enjoying the normal speed of the processor.

Just hope the powers that be are taking note and will issue a release as easy to use and reliable as that pre 20.6.1.

Your advice is really appreciated.

All the best

Mike

Re: BT Cloud Upgrade has affected PC Performance

easmm04 — Sat, 13 Feb 2021 16:19:31 GMT

@R_G Did you ever resolve this issue as I have exactly the same problems with the same error messages in the Event Viewer with BT Cloud not even starting now?

Re: BT Cloud Upgrade has affected PC Performance

R_G — Sat, 13 Feb 2021 16:35:22 GMT

@easmm04

Hi, BT are currently working on this and there is no fix for the issues many may be seeing. I have had an update but whilst it may have been better it is still lacking in several areas. I am currently waiting for the next attempt at a fix.

I am hoping it will not be too long as it is now over a week since I had communication from BT. In the meantime, we just must hope that the next version will resolve all the issues I have reported.

Just FYI, right now mine shows the system tray icon as uploading but nothing is happening. It's been like that for the past two days despite my PC being rebooted many times. So, if that is what is happening to you now annoying as it is you will just have to be patient, I'm afraid.

Re: BT Cloud Upgrade has affected PC Performance

Davonian — Mon, 15 Feb 2021 12:44:55 GMT

No still have the same problem had no response from BT Support so the BT Cloud is of no use on a Windows PC. This has been a problem since last year and no one has fixed the issue.

Re: BT Cloud Upgrade has affected PC Performance

Davonian — Mon, 15 Feb 2021 12:51:33 GMT

Its still a major problem that has not been fixed by BT. I have now signed up for One Drive from Microsoft as nothing was being backed up on the BT Cloud from my PC!!!!

Re: BT Cloud Upgrade has affected PC Performance

pddco — Mon, 15 Feb 2021 13:31:07 GMT

Not sure if this would help.

My 11 year old Windows 10 laptop with an i3 370M has been backing up my files no problem with the updated BTCloud. Got around 130GB backed up fine.

In the past with other apps that seemed to go south I’ve used the SFC and DSIM tools to check that the windows version is as it should be. And sometimes it’s found a corruption. Is it worth trying the same?

Re: BT Cloud Upgrade has affected PC Performance

easmm04 — Tue, 16 Feb 2021 18:49:09 GMT

BT Cloud was actually working fine on my Windows 10 desktop until 8th February and I had a few 100G of files on it (they are still on my harddrive, so not lost anything). I had been working the BT Cloud hard with moving some of my videos around, but no idea why it now doesn't even launch. It appears in the Taskbar and TaskManager for about 0.5 seconds and stops.

I can't see any Windows updates or BT Cloud update prior to the issue occurring, so it's quite a mystery to me.

Re: BT Cloud Upgrade has affected PC Performance

easmm04 — Wed, 17 Feb 2021 19:51:00 GMT

Well, I have at least resolved my issues after some poke and hope attempts.

I uninstalled BT Cloud, then (not sure if this bit is relevant but it resolved a problem on my work laptop some time ago too) I unticked the "Turn on fast Startup" option in the "Windows Power Settings > Additional Power Settings > Choose what the power buttons do" screen. I then shutdown my PC fully and rebooted it and re-installed the BT Cloud software and launched it ok and managed to log in. It then took a few hours looking like it was doing nothing, but when i looked in the Resource Monitor > Disk usage screen, I could see all my files being read from the disk by BT Cloud. Eventually (the next morning) I actually saw the files synching and it is continuing to do so!

I hope that maybe helps someone else on here.

Re: BT Cloud Upgrade has affected PC Performance

R_G — Wed, 17 Feb 2021 21:21:02 GMT

Sounds good, what is the usage on your disks? Anything running at 100%?

Re: BT Cloud Upgrade has affected PC Performance

pddco — Wed, 17 Feb 2021 22:03:12 GMT

If your on a fibre to the cabinet product - as distinct from fibre to the home - you’re probably limited to around 20Mbps upload speed. So doing the maths that’s around 2MBps. Or around 7GB per hour. Which is why I think it can take an age to upload video files and what not. And why it seems nothing happens for a while. Perhaps there’s some compression going on which keeps the processor busy too?

Re: BT Cloud Upgrade has affected PC Performance

easmm04 — Wed, 17 Feb 2021 23:04:57 GMT

Disk usage was 90-100% overnight but it wasn't using the network to do any uploading/downloading, it just seemed to be preparing what needed to be uploaded later. Currently the disk usage is only 5% and it is using all my 10Mb upload capacity (it will probably be around 10 more hours to complete).

Re: BT Cloud Upgrade has affected PC Performance

R_G — Thu, 18 Feb 2021 15:20:56 GMT

In my case the application will work for a time and then crash out. I use BTCloud to backup my phone and one thing I tried was deleting a 4GB folder while BTCloud was trying to upload it. Not a good result. Once it recovers (some long time later) it does sort itself out. That was only one of the things I tried. Even just shuting down the system (Fast Start disabled) may cause an issue as it tries to get back in sync on restart. Today for some reason it finished off uploading a folder that had stalled for the last 5 days. No rational explanation apart from BT doing something I don't know about at the server end.