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BT Cloud app wont open on windows pc

tgypt — Thu, 26 Sep 2024 22:16:22 GMT

I had the news that all my data from the cloud would be deleted if it was not moved (thanks a lot BT) I've downloaded the app onto my windows 11 laptop and it will not open. I've uninstalled and reinstalled, I've rebooted my laptop and the App icon just sits there and won't open. How do I backup by thousands of photos if I cannot open the App? I tried through the Web version and could only zip 120 images at a time which is frankly ridiculous. Any ideas?

Re: BT Cloud app wont open on windows pc

Ali_A — Fri, 27 Sep 2024 10:19:39 GMT

Hi @tgypt

Welcome to the EE Community

You can find details of the BT Cloud closure and what steps to take on our BT Cloud is Closing page

Do you have access to alternative computer you can test the BT Cloud App on?

Ali

Re: BT Cloud app wont open on windows pc

tgypt — Fri, 27 Sep 2024 16:04:24 GMT

I have already followed the steps hence trying to get the app. no I don't have an alternative computer and neither should I need one if the app is stable and running correctly surely? I'm aware that I need to remove all my content from the cloud with very little notice and I'm struggling as the App wont even open. My laptop is about 1 year old.

Re: BT Cloud app wont open on windows pc

pddco — Fri, 27 Sep 2024 22:56:28 GMT

Just a thought. Have you tried downloading the app from the BT Cloud website? I too have a Win 11 laptop albeit a few years old, and it works fine. I take it that the latest updates are installed etc.. Where were the photos being backed up from? A mobile device or a PC / Mac?

Re: BT Cloud app wont open on windows pc

tgypt — Fri, 27 Sep 2024 23:05:24 GMT

I downloaded the app direct from the BT website from the link that tells you how to back things up, the laptop is all up to date. I'm trying to get the photos from the cloud that were backed up from my phone on the phone app which is working fine but I need the desktop app to move everything en masse to Google but it just won't open

Re: BT Cloud app wont open on windows pc

pddco — Fri, 27 Sep 2024 23:21:12 GMT

Ah okay. That makes sense. With my version working I’ve not tried the download from the link you mentioned. I’ve only ever downloaded from the website with my log in. Of course following the link should work fine. No idea why it’s not playing ball. Maybe the moderator can offer a fix? All I can offer is the suggestion to download from the website after entering your login details.

Re: BT Cloud app wont open on windows pc

saabina — Wed, 09 Oct 2024 14:09:53 GMT

I have exactly the same issue I have downloaded the app from the bt website and also by logging onto the BT Cloud and downloading the app that way. I have also rebooted my pc uninstalled and reinstalled the app twice. Did you get a fix for this issue

Re: BT Cloud app wont open on windows pc

Leanne_T — Wed, 09 Oct 2024 15:57:41 GMT

Hi @saabina

Thanks for coming to the community and making us aware.

I have sent you a private message on the community for some details 🙂

Leanne.

Re: BT Cloud app wont open on windows pc

tgypt — Wed, 09 Oct 2024 19:51:10 GMT

There's no solution as yet to this issue. If you have any answers please share. Planning to call BT tomorrow and see what exactly they can do to resolve this as they can't simply delete all my photos from the past 10 years due to their App being faulty and preventing me from moving then surely?!

Re: BT Cloud app wont open on windows pc

saabina — Wed, 09 Oct 2024 22:14:10 GMT

I did ring BT today and spoke to someone on the BT cloud team. They said if I can log in to BT cloud on a web browser which I can then they won’t do anything about the app not working and would do nothing to help. She also tried to tell me that the cloud app is only for phones and tablets and not laptops. I told her the advice on the bt website said differently and that I needed the app to download everything as the cloud was closing but they didn’t care. I hope you fare better than me.

Re: BT Cloud app wont open on windows pc

pddco — Wed, 09 Oct 2024 22:58:20 GMT

Sorry, was going to ask what Windows version you were using, but think it’s already been answered as Windows 11.

Just a thought, are you able to try it on another PC?

Re: BT Cloud app wont open on windows pc

Leanne_T — Thu, 10 Oct 2024 07:45:27 GMT

Hi there @tgypt

Thanks for coming back to the BT Community

I have sent you a private message on here for some details 🙂

Leanne.

Re: BT Cloud app wont open on windows pc

jerwood — Wed, 16 Oct 2024 08:02:21 GMT

Hi @Leanne_T ,

Please could I ask for the same details.

I can log in to BT Cloud website and see my documents.

Following the instructions I have downloaded the latest version of the Windows desktop app (24.4.12) from the link (Get the Desktop App) from the Profile drop down.

Installation seems to work with files loaded and directories created. A pop up asked me to select what to restore (everything) and what to upload (unticked all options).

After that, when I click on the BT cloud desktop icon, nothing appears to happen. Looking at the resource usage screens, BT Cloud appears to run for 3 or 4 seconds and then terminates.

There appears to be some sort of log file, but nothing obvious as to what has happened.

I'm running Windows 11 on an HP laptop i5 with 4Gb Ram. I have installed, uninstalled and reinstalled several times, with restarts.

Getting a little nervous now as the 28th October approaches!

Thanks in advance

Re: BT Cloud app wont open on windows pc

Peter_W — Wed, 16 Oct 2024 14:14:37 GMT

Good afternoon @jerwood.

Welcome to the BT Community Forums 😊

The latest version of BT Cloud is currently 24.4.24, so can you please try updating to this and let us know how you get on?

Peter

Re: BT Cloud app wont open on windows pc

jerwood — Wed, 16 Oct 2024 20:35:12 GMT

Hi Peter,

Thank you firstly for your quick response but most importantly for providing the solution.

I uninstalled the previous version first, then downloaded and installed the PC files from the link below. Slightly different from the first version as its a zip file that has to be unpacked first. For others following, the file name includes Windows10, but it has worked on W11.

After installation I found the instructions at Download your files from BT Cloud | BT Help helpful. The files in the BT Cloud folder started synching straightaway, but as I had a separate folder for a specific laptop, I had to use the Download function to get that started to a new one. That's in progress now, but looking good so far.

Once again, thanks for your help.

Cheers

Jeremy

Re: BT Cloud app wont open on windows pc

Michael_D — Thu, 17 Oct 2024 09:29:41 GMT

Brilliant news @jerwood.

Thanks for keeping us updated.

Did everything download for you last night?

Michael

Re: BT Cloud app wont open on windows pc

jerwood — Thu, 17 Oct 2024 13:59:47 GMT

Hi,

Yes it did. Left running overnight and successfully downloaded a total of 100Gb.

Thanks again - very relieved!

Jeremy