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BT Cloud Download not working

fmd001 — Tue, 29 Oct 2024 19:56:15 GMT

Hi, I am trying to download my files from BT cloud. I've installed the BT app on my desktop, but this does not allow any sync. I've also tried using the browser but eventually times out...

504 Gateway Time-out

HELP!!!

Re: BT Cloud Download not working

Peter_W — Wed, 30 Oct 2024 11:21:15 GMT

Good morning @fmd001, welcome to the BT Community!

Just to be sure first of all, is if the latest version of BT Cloud that you're using at the moment?
You can download this here, and you should be running version 24.4.24.

If that's all up to date, can you please let us know what happens when you try to download through the app?

Peter

Re: BT Cloud Download not working

Leonburgler — Wed, 30 Oct 2024 12:52:35 GMT

Hi @Peter_W , I am having the same problem. How can I download to an external hard drive through the app please? I can't see how to change the destination. Thanks

Re: BT Cloud Download not working

Peter_W — Wed, 30 Oct 2024 13:23:21 GMT

Hey there @Leonburgler.

I've had a check here, and when you select the option to download your files in the app for Windows, you should be able to select the external hard drive as the download destination.

You can only pick one location at a time though, so if you want to download to different places you'd need to do this separately.

You can find more details on this here:

Download your files from BT Cloud | BT Help

Peter

Re: BT Cloud Download not working

Leonburgler — Wed, 30 Oct 2024 13:34:18 GMT

Cheers @Peter_W , I'll give it another go. When I click 'Download' the app appears to close, is this normal?

Re: BT Cloud Download not working

Peter_W — Wed, 30 Oct 2024 13:44:40 GMT

@Leonburgler I believe the app will minimise once the download starts.

When you navigate back to the app you should then see the progress of the download 😊

Peter

Re: BT Cloud Download not working

Leonburgler — Wed, 30 Oct 2024 13:55:14 GMT

@Peter_W it doesn't minimise, it disappears completely and when I open it again I can't see any activity

Re: BT Cloud Download not working

Peter_W — Wed, 30 Oct 2024 14:01:32 GMT

@Leonburgler When you select to download the file and this closes, are you able to alt+tab back to the app running, or see it active in your task manager?
Peter

Re: BT Cloud Download not working

Leonburgler — Wed, 30 Oct 2024 14:17:17 GMT

@Peter_W Alt+TAb doesn't show the app at all.

I am getting notifications in the app saying "You've run out of space in the local disk C:\ and we cannot continue" however the destination folder is in an external hard drive. This is a new 1TB SSD so I don't know why it's trying to download to the C drive

Re: BT Cloud Download not working

Peter_W — Wed, 30 Oct 2024 14:21:59 GMT

Thanks for checking that out for me @Leonburgler.

I'm going to pop you over a Private message so we can take a closer look into this.

Peter 😊

Re: BT Cloud Download not working

Leonburgler — Wed, 30 Oct 2024 14:35:19 GMT

thank you @Peter_W , what do I need to do?

Re: BT Cloud Download not working

Peter_W — Wed, 30 Oct 2024 14:34:54 GMT

This will be with you shortly, please keep an eye on your inbox.

Peter