This topic

BT CLOUD

Addy — Tue, 16 Mar 2021 08:44:11 GMT

Hi,

I have an issue with BT Cloud that I have reported to the help desk and been given a VOL number. Initially I spoke with second level support and explained the issue and they have rang back a few times. I have not been able to answer some of there calls and the last message they felt said the issue had been fixed and they were just ringing to check if everything was ok.

Unfortunately the issue is not fixed and there doesn’t see, to be anyway of contacting them.

The issue is with the iCloud app and website not displaying the photos even though all are synced. I get message saying file type is unsupported for jpg files. The message is not consistent as some can be viewed. Also the total number shown in Photos & Videos are wrong.

is they anyway to contact the second level,support.

thanks

Re: BT CLOUD

RobbieMac — Wed, 17 Mar 2021 10:01:17 GMT

Hi @Addy

Thanks for your post and welcome back!

I'm sorry for the problems you're having with BT Cloud. What device(s) are you having this issue on? Have you spoken with the helpdesk since you posted?

Cheers,

Robbie

Re: BT CLOUD

Addy — Wed, 17 Mar 2021 10:53:05 GMT

Hi @RobbieMac ,

I use iMac and iPad. Both running the latest versions of ICloud. All my files are synced. I have a pictures folder with year sub folders amounting to nearly 4000 photos. The Photos & Videos section of the Bt Cloud web and the iPad app show 640 photos. Some months completely missing from the P&V section.

if I navigate the the my synced pictures folder via All Files many of the files don’t show a thumbnail and when I click the file the message about can’t open due to unsupported file type. This is for jpg files. There is no consistency as if I look in other month folders jpg files taken on the same camera have a thumb nail and open.

I have reinstalled the apps and deleted a month folder that had the unsupported jpgs from the Bt Cloud and resynched it but still the same problem.

I seem to have a bee in bonnet moment over this issue. I think all was ok before the latest iPad Bt Cloud update.

yes, I have contacted the help desk and have been promised a ring back early evening today.

thanks

Re: BT CLOUD

RobbieMac — Wed, 17 Mar 2021 11:11:56 GMT

Thanks for posting back @Addy

I'm sorry for the problems accessing some of your files on BT Cloud. Keep us posted with how things go when my colleagues in the helpdesk get back to you.

Cheers,

Robbie

Re: BT CLOUD

Addy — Tue, 23 Mar 2021 10:07:06 GMT

Hi @RobbieMac

I have had a few phone calls with the tech support and last week was told they passed the issue to the supplier. I had a phone call yesterday afternoon to say the problem was fixed. Unfortunately I wasn't able to check at the time but did so later on and the problem has not been fixed.

However I see my storage has been upgraded from 200GB to 1000GB. I guess I shouldn't use the extra 800GB as it is not part of my BB account.

They are ringing back this evening between 6-7 to check. This seems to be taking a long time to get nowhere.

Ade

Re: BT CLOUD

Addy — Mon, 29 Mar 2021 10:07:33 GMT

I have finally worked out what the problem is and it is to do with the recent update of the BT Cloud Desktop for Mac OS and iPad OS. It doesn't like image files that have the file extension in uppercase. I know it is recent as photos that are years old and have an upper case file extension show OK in BT Cloud.

So photo1.JPG is deemed by BT Cloud to be an unsupported file type in ALL MY FILES section and the photo doesn't show in the PHOTOS & FILES section

photo1.jpg is acceptable and can be viewed and opened in ALL MY FILES and shows up in the PHOTOS & FILES section.

I can view and open photos stored on iMac and iPad regardless of the file extension being Upper or lower case. Photo editing software works with upper and lower case file extensions so why doesn't BT Cloud?

In a couple of sub folders on my iMac I have changed the file extension to lower case and BT Cloud now thinks it is a new file and has uploaded them. So on the cloud I now have two files for each photo photo1.JPG and photo1.jpg.

In my mind, (and I used to be a software developer) this is really poor software programming as it should have been written to accept the file extension in either case type.

I now have to :-

i) rename thousands of photos to change the extension to lower case. Doing this will just cause BT Cloud to upload the same identical files again.

ii) wait for BT's supplier to fix the software (ha ha)

iii) Delete my photos folder from the BT Cloud and start the upload again.

I don't see why I should have to do i or iii as it means spending time sorting out a problem not of my making.

How is this brought to the attention of the BT people that can do something/resolve this.

(Could a mod contact me @RobbieMac )

regards

Re: BT CLOUD

NeilO — Mon, 29 Mar 2021 10:47:17 GMT

Hi @Addy many thanks for keeping the thread updated with your findings, I've brought this to the attention of the Cloud team and I'll send you a private message if they need more info from you.

Thanks

Neil

Re: BT CLOUD

Addy — Wed, 31 Mar 2021 10:31:01 GMT

Hi @NeilO ,

Great and thanks for passing on my comments.

It would be great to know what if anything will be done if only to avoid me having to rename the extension to lower case on all my image files and sync them again.

Ade

Re: BT CLOUD

Addy — Wed, 07 Apr 2021 11:16:05 GMT

Hi @NeilO ,

As I wait for the original issue to be resolved I now have another issue. The BT Cloud desktop app tells my all files synced. I look at the recently updated list and see a list of images added over the last couple of days in a folder Pictures/2021/April. I log in to the bt cloud website and there is no such folder listed in the All My Files section.

I do a search for a recently uploaded image file and results in No File Found.

So where have my files been uploaded to?

Re: BT CLOUD

JohnC2 — Wed, 07 Apr 2021 13:49:02 GMT

Hi @Addy, thanks for your post and thanks for highlighting this issue. Would you please check and the version you are using has been updated to the 21.2.8 build?

cheers

John

Re: BT CLOUD

raven219 — Wed, 07 Apr 2021 14:52:50 GMT

This is the same problem that I am facing - posted about it here https://community.bt.com/t5/Broadband-Extras-Apps-from-BT/BT-Cloud-Files-hiding-somewhere/td-p/2153547

Re: BT CLOUD

Addy — Wed, 07 Apr 2021 17:24:13 GMT

Hi @JohnC2 ,

The version I'm am using is 20.3.10 and I have been the the BT Cloud website and downloaded the app but it is the same version as I already have installed. I am using iMac with OSX Catalina.

Previously I have removed the app and all references to BT Cloud and synchronoss and then reinstalled it but no difference still missing recent files.

Re: BT CLOUD

Addy — Sun, 11 Apr 2021 09:52:13 GMT

Hi @raven219 ,

(@JohnC2 , @NeilO for info)

There seems to be no progress with this issue and as a test I deleted a photo folder Pictures/2021 from BT Cloud and moved it to another folder on my iMac. Exiting from BT Cloud sync and restarted it. I then moved the 2021 folder back to Pictures.

BT Cloud sync recognises it as new and started syncing I can see the images being uploaded in the Recently Updated list and have checked in the Network View in Activity Monitor and BT Cloud is sending data somewhere but when I log into the BT Cloud website in go to the Pictures/2021 folder it says "No Data Available". If I look at BT Cloud on the iPad it say you have not uploaded any data yet for folder Pictures/2021.

So where are the images going....

The last message I had from the BT Cloud help desk was they wanted me to try a few things. Unfortunately sods law is they ring when I'm driving or can't answer the phone. They have my email details so why can't they send an email.

It is over a month since I first raised this issue.

Ade

Re: BT CLOUD

henryfm — Wed, 14 Apr 2021 00:08:51 GMT

The version I'm am using is 20.3.10

V20.3.10 is ancient history, likely the version of BT Cloud that first caused problems. You need an older version if you want opne that works. We've been tearing our hair our with Vs 21.1.3, 21.2.3 and 21.2.8 that are meant to be the latest since innovation sliced bread but are totally useless as they do the reverse of what they are meant to do, at least with respect to syncing.

If you want to bang your head on a different brick wall, install new cloud version 21.2.8

https://btcloud.bt.com/web/app/share/invite/q0lru7o7JQ

Re: BT CLOUD

Addy — Wed, 14 Apr 2021 06:40:34 GMT

Hi @henryfm ,

V20.3.10 is the latest version available for Mac OS X I believe V21 onwards are Windows versions.

However you have given me an idea to see if I still have an older version on a Time Machine backup.

what is annoying is that I don’t get the promised ring backs so don’t know what is happening or if my issue has disappeared into a black hole like my files uploaded to by cloud.

Ta.

Re: BT CLOUD

henryfm — Wed, 14 Apr 2021 10:28:21 GMT

However you have given me an idea to see if I still have an older version on a Time Machine backup.

Sounds like a good idea - where can I find the older versions, please?

Re: BT CLOUD

Addy — Wed, 14 Apr 2021 15:04:29 GMT

Time Machine is Apple software that incrementally backs up files to a local portable hard drive. Similar to BT Cloud but th3 difference being it works.

I did have an old version of BT Cloud V17.something but I won’t work with OSX Big Sur.

Re: BT CLOUD

Addy — Sat, 17 Apr 2021 18:09:49 GMT

So earlier in the week I confirmed with the BT Cloud help desk that second tier support would be ringing today (17th) between 18:00 - 19:00 they confirmed this was in the case notes. Why do I get a text message at 17:19 from James saying they would call in the next 5 minutes. Which they didn't do as there is no recent call missed or otherwise on my mobile or landline.

arrgghhhh.

Re: BT CLOUD

Addy — Tue, 20 Apr 2021 08:01:25 GMT

Hi @NeilO or @RobbieMac

is there anyway to let the support team know I am away until the weekend? They rang on Saturday and left a message and I see from the complaint on my bt they are due to ring my home phone today between 18:00 - 20:00. I am concerned that they might close the complaint as unable to contact me.

ta,

Re: BT CLOUD

PaddyB — Tue, 20 Apr 2021 09:53:59 GMT

Hi @Addy,

Thank you for posting. If you send me your details, I'll be able to add a note to your case to let them know that you won't be available until the weekend.

I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy