This topic

BT cloud downloads/restores are corrupted

paulmarkj — Wed, 04 Sep 2024 09:07:41 GMT

REALLY NEED HELP WITH THIS. BT CLOSING CLOUD STORAGE.

I am downloading all my BT cloud files. When I unzip them, about 1% of files can't be unzipped, the error is 'unknown error'.

I pay extra for the larger storage.

I have tried:

- Downloading again. ( No errors reported)

- Using three different unzip apps.

- downloading individual files. This works, the files are fine but I cannot download 25,000 files individually.

- Downloading to different devices

- clearing cookies, etc.

Any ideas how to recover these files:

(Note to BT staff: I won't be the only one with this problem and many subscribers won't restore until the end of October, so you may find you cannot close the service if people cannot restore their data. You must give subscribers a chance to download with errors).

Re: BT cloud downloads/restores are corrupted

Peter_W — Fri, 06 Sep 2024 11:10:21 GMT

Hi there @paulmarkj.

It sounds like you are trying to download a large number of files through the browser version of BT Cloud.

The best way to do this is to use the dedicated desktop software which you can download from our site.

Make sure you follow the setup instructions otherwise you may start backing up more data to the cloud.

This should allow you to download everything in one go to your computer.

Peter

Re: BT cloud downloads/restores are corrupted

t-f-99 — Sun, 06 Oct 2024 16:16:03 GMT

I dunno if others are finding this, but on windows 10, the latest windows app 24.4.12 seems to not work properly. The wizard ran fine, but nothing actually happened on conclusion, and post restart I can't see if the process is actually running at all (nothing in the windows tray).

Basically this is rubbish, don't give people an aggressive timeline to save their files yet not give them solid tools to actually achieve that

Tim

Re: BT cloud downloads/restores are corrupted

damiandixon — Mon, 07 Oct 2024 07:28:41 GMT

Its not working on Windows 11 either...

Re: BT cloud downloads/restores are corrupted

Katie_B — Mon, 07 Oct 2024 08:32:49 GMT

Good morning @t-f-99 and @damiandixon.

I would love to help with this.

Please could you confirm if since your post you have been able to download your files?

Katie

Re: BT cloud downloads/restores are corrupted

damiandixon — Tue, 08 Oct 2024 01:44:30 GMT

I am unable to get the latest windows desktop app to work at all on windows 11. The setup runs and then nothing works at all and nothing downloads.

I have been trying to download my files since Saturday... The browser is not a solution due to the number of files and what appears to be some major limitations.

I have attempted to use an older version of the BT desktop app but it self updates and then stops working.

Re: BT cloud downloads/restores are corrupted

Ali_A — Tue, 08 Oct 2024 11:05:35 GMT

@damiandixon

I'll send you a private message for more information. 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 downloads/restores are corrupted

t-f-99 — Wed, 09 Oct 2024 07:17:15 GMT

Nope, it's still broken. Without any form of supporting insight in terms of app diagnostics I can't see how this will change.

BT might consider sharing links to previous versions of the BT Cloud app downloads in case the last one was the problem

Tim

Re: BT cloud downloads/restores are corrupted

Katie_B — Wed, 09 Oct 2024 08:47:41 GMT

Hi @t-f-99.

Thanks for coming here.

I have sent you a private message.

Katie

Re: BT cloud downloads/empty folders

Prof_H — Sun, 13 Oct 2024 09:43:40 GMT

Desperately trying to download my BT Cloud files before the shut down. All I can see on my cloud now is my full but EMPTY directory structure.

I can go through the download process but all that is downloaded is the empty folder structure - no files!

Where have my files gone?

Any help would be gratefully received!

😞

Re: BT cloud downloads/empty folders

Katie_B — Sun, 13 Oct 2024 09:56:31 GMT

Hello @Prof_H.

Thanks for coming here.

Are you trying to download via the Desktop App?

Do you see any error messages?

Speak soon,

Katie

Re: BT cloud downloads/empty folders

Prof_H — Sun, 13 Oct 2024 10:06:39 GMT

i am using the desktop App
I dont see any error messages

it worries me that my BT Cloud drive only shows the empty directory structure - so my not be the down load process(?)

Re: BT cloud downloads/empty folders

Katie_B — Sun, 13 Oct 2024 10:09:16 GMT

Thanks for getting back to me @Prof_H.

I have sent you a private message to grab some details.

Katie

Re: BT cloud downloads/empty folders

damiandixon — Sun, 13 Oct 2024 10:10:53 GMT

I downloaded the new version of Bt cloud desktop on Saturday morning and have been able to download my files (~270Gb) on a Windows 11 system.

The link can be found on the cloud help page (search 'Download your files from BT Cloud').

The file when downloaded is called: win-x86-24.4.24.BT.Production.win-x86.104c5b-BT-Production-24.4.24.Windows10.

Be aware that depending on how you stored your data you will not get everything without selecting Download on bottom left for each cloud folder. So you will get the Sync folder but not all the others without intervention.

Re: BT cloud downloads/empty folders

PeterJM123 — Thu, 17 Oct 2024 20:04:07 GMT

You have to navigate to the level in your folder hierarchy where the files are and select all the files, otherwise it only returns blank folder pointers instead of their content. Also you can only select 60 files at a time unless you scroll through repeatedly selecting, so beware any download showing 60 files.

Re: BT cloud downloads/restores are corrupted

PeterJM123 — Thu, 17 Oct 2024 20:11:00 GMT

I have downloaded the Windows app but have the same problem. If I download from a top level folder, I don't get any of the files at lower levels in the folder hierarchy. The size of the the folder hierarchy makes it a close to impossible task to download a folder at a time in order to make it work.

Furthermore, if there are more than 60 files only first 60 come across unless you painstakingly scroll and select the files.

This is not a viable solution to downloading the material by 31 October?! 2 calls to BT have not suggested any way round this.

Re: BT cloud downloads/restores are corrupted

Peter_W — Fri, 18 Oct 2024 09:45:04 GMT

Good morning @PeterJM123.

Welcome to the BT Community forums!

We've recently released a new update for BT Cloud, so can you please check to make sure you're running the latest version?
This should be 24.4.24, and if you're running an older version you can update right here:

Cloud Download (bt.com)

Peter

Re: BT cloud downloads/restores are corrupted

PeterJM123 — Fri, 18 Oct 2024 13:32:32 GMT

Yes I am running that version.

Peter

Re: BT cloud downloads/restores are corrupted

Peter_W — Fri, 18 Oct 2024 13:49:36 GMT

Thanks for confirming that @PeterJM123

I'm going to send you over a private message so we can grab a few more details on this.

Peter

Re: BT cloud downloads/restores are corrupted

pddco — Fri, 25 Oct 2024 11:48:59 GMT

Appreciate that the moderator’s got involved and hopefully sorted. But just wanted to check that you were selecting the Download option on the app. Not the web page. On the app - that you see clicking on the cloud in the right hand task bar area ( don’t know what it’s called) there’s three options ‘Download’ ‘Open Web’ and ‘ Your Cloud’ . Clicking on the ‘Download’ option should then give you a list of the Cloud folders to download. And also where to download them to. That’s all that I did and it worked fine for me. All folders and subfolders etc.. downloaded.