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BT Cloud beta client 21.2.3

SeanD — Tue, 16 Mar 2021 13:25:16 GMT

Hi everyone

We now have an updated version of the BT Cloud client for Windows available to download. We believe this will be the final beta version before the general release of an updated client for all BT Cloud Windows users.

The BT Cloud team encourage you to download this version (21.2.3) and we believe this will resolve the issues you’re all facing. If you discover any potential issues using this new client, please let us know so we can get these rectified for you.

Below is some information on how to download the new update:

How do I install the new client?

Simply download and run the setup file from this location:

BT Cloud beta version 21.2.3

There is no need to uninstall the previous version before running the new setup file.

As part of the setup process, you may be asked to install a Microsoft Edge update. This is required for the new version to work correctly.

Once installed, the BT Cloud client can be launched using the desktop icon.

Backing up folders for other users on the same PC

It is not possible to backup folders for other users on the same PC. The following error message will be displayed if you try to back up a folder which belongs to another user.

The other user will need to install the BT Cloud software on their own Windows account for their files to back up to the cloud.

Cheers

Sean

Re: BT Cloud beta client 21.2.3

Les-Gibson — Tue, 16 Mar 2021 14:24:19 GMT

@SeanD wrote:
As part of the setup process, you may be asked to install a Microsoft Edge update. This is required for the new version to work correctly.

Hi Sean.

Does this mean that the new client requires Microsoft Edge and won't work with other browsers

Re: BT Cloud beta client 21.2.3

mumfie — Tue, 16 Mar 2021 14:38:48 GMT

Thanks @SeanD

Is there any updated documentation for this version?

Re: BT Cloud beta client 21.2.3

cfpage — Tue, 16 Mar 2021 15:06:52 GMT

I installed this new version over an hour ago. First comment is that the installer is silent so you do not know if it has completed other then by finding the system tray icon which shows the new version number in 'About'. Second, is that power usage, CPU and memory usage are all ridiculously high even over an hour later. When will these revert to the same level as other applications?

The preferences page also took a very long time to display. Surely this should be near instantaneous - all I wanted to do was check that my settings had been preserved during the update.

Charles

Re: BT Cloud beta client 21.2.3

SeanD — Tue, 16 Mar 2021 15:17:00 GMT

Hi @Les-Gibson,

Thanks for the question. I have doubled checked with the Cloud team so I can offer some clarification

BT Cloud Web Client at btcloud.bt.com works with a variety of current browsers: Safari, Chrome, Edge, Firefox, …

However, the BT Windows Desktop Client uses Edge Webview2 to display the embedded BT SSO login page. This requires the Webview2 runtime to be installed, which is shown in the security pop-ups as “Microsoft Edge Update”, but it only enables the use of Webview2 to display embedded web content in Windows apps.

@mumfie The user guide that is valid for this release can be viewed from here, BT Cloud customer guide.

Cheers

Sean

Re: BT Cloud beta client 21.2.3

SueW2 — Tue, 16 Mar 2021 16:58:13 GMT

Hi Sean

I clicked on the link and then clicked to download the file. Nothing has changed though -about shows the old version. Could you explain in words of one syllable what I need to do next. Thank you.

Edited to add. I've checked my apps and BT Cloud has downloaded today but it is the old version.

Re: BT Cloud beta client 21.2.3

daweshome — Wed, 17 Mar 2021 08:21:21 GMT

Hi Sean,

This new version seems to have solved my issue (stuck on metadata initialization prior to always closing)- will let you know if anything changes.

Thanks

Mark

Re: BT Cloud beta client 21.2.3

super_v — Wed, 17 Mar 2021 19:40:53 GMT

Hi @SeanD,

I've installed the new version of the desktop app but I'm getting the same message I was getting with the previous version:

I guess my question is, how long shall I leave it "initialising metadata"? It's been ~5 hours already, but I do have quite a lot data saved (if that affects the duration of this phase at all)?
Thanks,

Re: BT Cloud beta client 21.2.3

GarethDrakes — Thu, 18 Mar 2021 07:59:54 GMT

Sorry Sean I've tried hard here but I don't think this has worked properly for me at all, very frustrating.

My backup files are in a complete mess thanks to what has happened, so I updated the software on both the laptops I use with BT Cloud, and when both STILL claimed to be "up to date" when they definitely are not, I decided to start completely from scratch.

I deleted everything on the cloud side via the browser, removed both desktop clients, all local copies of the files in the BT Cloud folder on my laptops, then re-installed the 2 x desktop clients, put what I wanted backing up in the new BT Cloud folders that re-appeared, and left it running overnight.

This morning I find it has backed up some stuff, far from all, but it claims it has finished and everything is up to date. Definitely not up to date at all I'm sorry to say....

Of 3 folders on laptop 1 it has done about 1/3 of the smallest (80/240mb), about 1/2 of one large one (7gb/14gb) and none of another large one (another 14gb), so overall about 25% of what I asked it to. Laptop 2 faired better - only gave it 3.5gb to do and it has managed 90% of it.

All syncs started around midnight and, despite definitely not being done, stopped at about 0445. Internet upload speed has been strong all night at around 9 to 11mbit/s.

So why does it think it has finished when it clearly hasn't, and how can I force it to restart when it thinks there is no issue...? This was definitely never a problem previously. You could add new files and see them uploading one by one in the old and far superior user interface... Tech / troubleshooting advice appreciated please....

Last question - and this might be easy - I just want a backup, not bothered about sharing content between laptops - but have always used sync since I first set this up years ago (when it worked properly!) but in reality do i only really need to use backup...?

Re: BT Cloud beta client 21.2.3

super_v — Thu, 18 Mar 2021 08:17:24 GMT

Update: I left my laptop on overnight and it seems to have done the trick. It's syncing now. I'd recommend leaving it on overnight and on charge (very high CPU)

Re: BT Cloud beta client 21.2.3

TimHervey — Thu, 18 Mar 2021 10:44:17 GMT

Hello

Yesterday (17/03/2021) my BT Cloud started giving an 'Unexpected error' notification every 10-15 minutes and continues to do so today: "The BT Cloud: An error occurred, the application cannot continue and will be paused."

The night before (16/03/2021), I had an update installed which is shown in the Update history as "2021-03 Cumulative Update for Windows 10 Version 20H2 for v64-based Systems (KB5000802)". I noticed yesterday, that Microsoft Edge told me about a new feature to pin webpages to the taskbar (which I didn't do) and assume this was part of the update K5000802.

However, I think that Update may also be why the BT Cloud Unexpected error notifications are given.

Will the BT Cloud beta client 21.2.3 resolve my issue? Should I install it or wait for the general release update to be released? Or should I install the beta and then the general release once available?

Thanks for any help you can offer

Re: BT Cloud beta client 21.2.3

vuum — Thu, 18 Mar 2021 11:01:05 GMT

The update installed and started (no indication that install had been successful or finished) but after opening the system tray I could see it running. Note this was an update to 20.6.1 and I did not uninstall the previous version, just updated it.
My findings.

1. The overall time it took to complete my relativly small number of backup folders took much much longer than before. (I only sync 8 folders containing 4127 files in total). For example it took 3 hours & 18 minutes to complete the first folder that contained only 382 files of which only 3 needed to be uploaded. (50Mbps connection, i7 CPU, solid state drive) It then took a further 1 hour & 49 minutes before it uploaded files from the next selected backup folder, during this time the icon was showing "all files synced" incorrectly.
Note, as I did not uninstall version 20.6.1 the delays were not because of the "initializing metadata" you see when the program is run for the very first time.

2. The top left icon that is either green (all files synced) or blue (syncing) is pretty much useless as it spends most of the time green (all files synced) when in fact the syncing process is still running on the current folder. Surely it would be better if this icon should display "syncing" until it has finished the backup folder it is on rather than after each file it has uploaded.
The only reliable way of identifying if the program is still syncing is to view the process in task manager, not ideal.

3. Memory usage is very high at close to and sometimes over 1000MB (CPU is fine for me once it's finished scanning the local folder structure for changes)

4. When opening preferences, as before the window takes ages to finished loading the local folder structure (ssd drive). During this time the GUI is unresponsive. Would it make more sense for preferences to open to the settings tab rather than the backup tab allowing the loading of the folder structure to run in background on it's own thread? I suspect most users would want to initially go to settings anyway once their backup folders were setup.

5. (minor GUI issue) The words "Pause Syncing" is now truncated and reads "Pause Syncin" (last letter g truncated)

6. (future update request) Can a tooltip be added to the synced files list to show the file's path when mouse hovering over it? Currently you can click on the text and it will open an explorer window but this has the annoying consequence of closing the backup program window.

Re: BT Cloud beta client 21.2.3

GarethDrakes — Thu, 18 Mar 2021 11:02:47 GMT

Sean - please can you confirm exactly which version of Edge is required to make BT Cloud function correctly - one of my laptops appeared to attempt an update, the other one did not, but as far as I can see both still have the same version..

Version 89.0.774.54 (Official build) (64-bit)

with a message alongside says "Edge is up to date"....

Re: BT Cloud beta client 21.2.3

SueW2 — Thu, 18 Mar 2021 11:04:10 GMT

Edited: I've done another download today and I've got 21.2.3 plus the system is keeping me signed in which it wasn't before. Progress!

Re: BT Cloud beta client 21.2.3

GeoffSmith — Thu, 18 Mar 2021 11:05:14 GMT

@TimHerveywrote:
Hello
Yesterday (17/03/2021) my BT Cloud started giving an 'Unexpected error' notification every 10-15 minutes and continues to do so today: "The BT Cloud: An error occurred, the application cannot continue and will be paused."
The night before (16/03/2021), I had an update installed which is shown in the Update history as "2021-03 Cumulative Update for Windows 10 Version 20H2 for v64-based Systems (KB5000802)". I noticed yesterday, that Microsoft Edge told me about a new feature to pin webpages to the taskbar (which I didn't do) and assume this was part of the update K5000802.

I had problems with other software after KB5000802 was installed, so I uninstalled it and turned off updates for a couple of weeks. All the problems went away.

Re: BT Cloud beta client 21.2.3

TimHervey — Thu, 18 Mar 2021 11:31:22 GMT

Thanks @GeoffSmith. I've not noticed any other problems so far but will bear that in mind.

Re: BT Cloud beta client 21.2.3

Matt_St — Thu, 18 Mar 2021 21:02:52 GMT

I have THREE cloud systems on the go. BT Cloud is one...not really used since December's mess, and one I call O.D. and the other G.D. (I'm sure you can guess the identity of them).

Anyway, having not bothered with BT for a while I was pleased to see the beta announcement and did a wee check by creating a document (that's ONE document) with text and a picture included on my local directories for each of my cloud providers.

My hardware comprises One Desktop and two Laptops - all with latest Windows 10, up to date etc etc.

So... saving the document to my O.D and G.D local folders, Immediately triggered an update to the cloud repositories and within a second or two the servers had been updated and the document had been additionally downloaded to my other local folders on my two lap tops. (This is crucial for me).

BUT....BT Cloud??? Nothing. Silence. No transfers. .....Everything had been synced according to status and messages.

So being a reasonable sort of bloke, I tried the same routine using the laptops as the main update source. Still BT Cloud sat their mute....intransigent and stubbornly telling me all was well, when it was plainly obvious that it wasn't. O.D. and G.D. had as before done the business.

S0...I went for a run, leaving all machines on and logged in.....8.56 miles later, twisted ankle throbbing, (fell in a pothole) and eventually got home to find that the Clooud screen that I had left on, had timed out. I relogged in and checked the status......ta ra!!!! It had updated 40 minutes after I had left....but still had not transferred the latest document versions to the other machines.

I restarted all the machines from scratch and this time....it updated across the board.

So take 3....tried it all again with a new document and .........it all came to grinding halt once again....well not good old O.D and G.D. They are my best pals now.

I'll have a look again after the 29th March release....but I think that I may be living in forlorn hope that this simplest of cloud based processes will be fit for purpose. Synchronisation is absolutely key to my modus operandi and Synchronisation does not work with any consistency.

BT now echoes as an an acronym for Broken Technology!

Hopefully my ankle will also be better by then; although I suppose it might be a Bust Tendon!

Re: BT Cloud beta client 21.2.3

daweshome — Fri, 19 Mar 2021 07:57:04 GMT

Hi Sean,

As a further update, the application continues to run.

However, the directory that is being sync'd is 40Gb, and after 3 days the cloud store is only 4k in size....

I created a new directory for the new app, but I'm wondering whether there is a cache somewhere that isn't sync'ing files as it thinks that they were already backed up in the previous working version in Nov ??

If so how do I clear such cache ?

Note that the same behaviour is true for both "Sync" and "Backup" options - new files xfr up to the cloud, but old historic files that have transferred previously in different silos do not appear in the new cloud directories. Just thankful that I didn't delete the old one prior to checking this was working....

Thanks

Mark

Re: BT Cloud beta client 21.2.3

Earthling — Fri, 19 Mar 2021 11:13:23 GMT

I'm new to BT Cloud and installed the beta two days ago. No problems initially just syncing the default Docs and Pics but when I added folders from my mapped NAS, after working OK for a few hours, it crashed the NAS connection later that evening and the same again last night. Should it work with folders on mapped network drives?

Re: BT Cloud beta client 21.2.3

PaddyB — Fri, 19 Mar 2021 11:35:10 GMT

Hi @GarethDrakes,

Thank you for your feedback. Something doesn’t seem right. I would like to get your details and the logs from your Cloud and then I will raise a ticket to find out what is going on.

In terms of which version of MS Edge browser, we would recommend having the latest version of MS Edge installed as that will be the most secure. The update required for Edge will be included in your normal Windows update

I've tried to PM you but it looks like your PM's have been turned off?

To get the logs

** How to get the Application Log file **

Go to %userprofile%\AppData\Local\BTCloud-Data\Logs

A file will exist for each day the application has been running. We'll need the latest file.

** How to get the DB files **

Make sure to exit the application (click the three dots on the BT Cloud client and then select Exit)

Go to %userprofile%\AppData\Local\BTCloud-Data

Zip all the files in this folder together (do not include sub folders) and send them to us.

** How to get MS Info **

To get this go to the Start Menu and type MSINFO and open the application. Then save the file to your desktop (do not click export). This file will contain some information about your machine specifications which can help us diagnose the issue.

Once you've been able to do that please drop me a Private Message with your details and I'll give you and email address where you can send those files.

Thanks,

Paddy