This topic

BT Cloud Download not working

SimonB7 — Tue, 08 Oct 2024 13:30:45 GMT

I have a Mac using the newest update. I'm trying to download my documents, photos, etc from the BT Cloud but nothing is getting downloaded. I've tried downloading all my flies, but despite the file size showing as having items in them, they're empty when downloaded.

My photos only show 60 at a time and I'm having to scroll all the way through to get all the photos and videos to load. I got up to 11,000 (there appears to be a lot of duplicates) and tried to download them but the system crashed. It's taken me over 30 mins to scroll through the photos.

Is there an easier way of getting the photos to load and download them? I've installed the BT Cloud app but it's' no better than trying through the web portal.

Re: BT Cloud Download not working

Ali_A — Tue, 08 Oct 2024 16:47:42 GMT

Hi @SimonB7

Welcome to the BT Community.

Which browser are you using?
If it's Safari, have you tried an alternative browser at all?

Ali

Re: BT Cloud Download not working

SimonB7 — Wed, 09 Oct 2024 13:43:29 GMT

I’ve tried using Firefox and got the same result

Re: BT Cloud Download not working

Ali_A — Wed, 09 Oct 2024 14:27:26 GMT

@SimonB7

I'll send you a private message for more information. Can you have a look and get back to me when you can.
You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks

Ali

Re: BT Cloud Download not working

Fleming_87 — Thu, 10 Oct 2024 14:36:04 GMT

Hi, I also am experiencing the same problem. I've downloaded the BT Cloud app on my Mac book pro with latest OS Sequoia 15.0.1 , but when I click on the app it won't open. I've also tried to download photos on line from BT cloud via the bowser and even though I selected ALL, it only selects 60 images at a time. The BT cloud app isn't listed under suitable for MacBook in the App Store, so is it compatible? Time is running out and I need to ensure I get all my photos and video off the BT cloud before they are automatically deleted on 31st Oct.

Re: BT Cloud Download not working

Ali_A — Thu, 10 Oct 2024 16:08:57 GMT

Hi @Fleming_87

When 60 are selected do they download at all through the Cloud web page?

Ali

Re: BT Cloud Download not working

Turbotank123 — Thu, 10 Oct 2024 20:09:55 GMT

Hi,

I have just bought a Mac air with 1TB memory to download my photos my BT Cloud, I have just downloaded the App and nothing is showing, I deleted it and re installed and still nothing. Can anyone please help ?

Re: BT Cloud Download not working

Fleming_87 — Thu, 10 Oct 2024 20:47:40 GMT

Yes, 60 download ok using the BT Cloud browser , but I cannot select all and it will take forever as I am having to go through each photo and tick the box so that the tick box turns from black to purple. If I select all it seems to crash. Using the app on my Mac Book pro would be by far the best surely? As I said it won’t open and doesn’t seem to be compatible?

Re: BT Cloud Download not working

Turbotank123 — Thu, 10 Oct 2024 21:04:44 GMT

I've got 14000 photos and am very worried, I can't do 60 at a time!

Re: BT Cloud Download not working

Ali_A — Fri, 11 Oct 2024 11:44:26 GMT

@Fleming_87 @Turbotank123

We have a new update to the BT Cloud app. Can you redownload it and try again?

Ali

Re: BT Cloud Download not working

Turbotank123 — Fri, 11 Oct 2024 12:22:32 GMT

Yes!!!! It’s working!!!!!! Thank You !!! Will be leaving it on overnight!

Re: BT Cloud Download not working

Ali_A — Fri, 11 Oct 2024 13:55:39 GMT

@SimonB7

Could you re-download the BT Cloud app and try again?

Ali

Re: BT Cloud Download not working

Ali_A — Fri, 11 Oct 2024 13:56:39 GMT

@Turbotank123

That's great news, Thanks for keeping us updated with this.

Ali

Re: BT Cloud Download not working

SimonB7 — Sat, 12 Oct 2024 09:49:18 GMT

It seems to downloading now. Taking time but it’s doing it.

Thanks!

Re: BT Cloud Download not working

PeterJM123 — Thu, 17 Oct 2024 19:59:04 GMT

You have to go down the lowest folder in the hierarchy that your files are in and select the whole folder or the files. If you try to do it at a higher level in the folder structure then you only get 1kB folder pointers, not their content (even though the size of the overall content is shown). Also, even then, if there are more than 60 files in the folder, only the first 60 are selected, unless you go down into the lowest folder and repeatedly scroll through and select all the files, so beware any download that is only showing 60 files.

Basically BT have dumped the problem of download onto users, with completely inadequate tools if you have a lot of files in hierarchical folders.

Do let me know if I am missing a trick here though!

Re: BT Cloud Download not working

PeterJM123 — Thu, 17 Oct 2024 20:00:58 GMT

Yes, if you select a folder with >60 files, it only lists the first 60 files unless you scroll down repeatedly and tick all the files as you go (you can do this in blocks of 60 by scrolling and waiting then doing 'select all' again. Basically BT have dumped the download problem onto users with entirely inadequate tools.

Re: BT Cloud Download not working

Honda5t3v3 — Tue, 29 Oct 2024 14:01:29 GMT

So whats the fix for this issue

I have installed the latest BT CLoud CLient on a WIndows 11 machine, and the latest macbook pro

When I select download, and select the files it just dissapears and nothing ever gets downloaded

If I use the browser (in Chrome, Firefox, Edge or Safari) after selecting my folders it just gives a spinning wheel until it times out and error 504s

What are my options here?

Re: BT Cloud Download not working

PeterJM123 — Tue, 29 Oct 2024 14:18:13 GMT

Use the app to download, not the browser. Although it disappears (minimises) when you select download, if you open it back uo it should report progress.

Overall though, it's a mess. BT has dumped onto its customers the task of downloading what can be 100s of GB of data, in order to remove the cost if cloud infrastructure, whilst passing on no price reduction.