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Cloud photos - unable to access

davidym — Tue, 08 Oct 2024 16:20:04 GMT

I am trying to download old photos from the BT Cloud before it closes. I just get "Photos and video error - Reload Photos and videos". This just repeats and nothing happens.

The photos were originally loaded from a PC, but now I have a MacBook - is this likely to be causing the problem??

thanks,

David

Re: Cloud photos - unable to access

Michael_D — Wed, 09 Oct 2024 08:08:42 GMT

Hi @davidym

Thanks for coming to the community.

You should still be able to download them even if you are using a MacBook.

If you follow the steps on the Download your files from BT Cloud help page, do you get any further?

Michael

Re: Cloud photos - unable to access

davidym — Wed, 09 Oct 2024 11:24:06 GMT

Hello - I seem to be even further back now - I follow the Download to Mac, it then asks me to move the BT cloud programme to Applications folder, which I have done. When I attempt to run it, nothing happens at all.

Yesterday at least it opened, but wouldn't download my photos from the Cloud.

Any suggestions ??

Thanks,

David

Re: Cloud photos - unable to access

Michael_D — Wed, 09 Oct 2024 11:30:35 GMT

Thanks for trying @davidym

I've sent you a private message to take some details to have a look at this further.

Michael