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srpsrp
Expert
4,570 Views
Message 1 of 143

BT Cloud Mac stops before backup is complete

I've set a large folder to back up and set my Macbook not to turn off, however BT Cloud keeps stopping.

 

If I restart it it starts backing up again for a while and then stops again any ideas ?

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142 REPLIES 142
David_Samuels
Aspiring Contributor
4,558 Views
Message 2 of 143

Re: BT Cloud Mac stops before backup is complete

I have exactly the same problem with my iMac. Extremely irritating as I have a tree of folders containing several thousand pictures that I'm trying to back up.

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srpsrp
Expert
4,552 Views
Message 3 of 143

Re: BT Cloud Mac stops before backup is complete

It doesn't feel right to me, should be a lot faster for starters. 1MB/s upload is not great

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dargyro
Beginner
4,523 Views
Message 4 of 143

Re: BT Cloud Mac stops before backup is complete

Exactly the same problem here. I have a Mac Mini with macOS High Sierra 10.13.1. I have restarted it so far 5 times since yesterday and it has only managed to backup ca. 10 GB of my 200+ GB. Very annoying.

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srpsrp
Expert
4,511 Views
Message 5 of 143

Re: BT Cloud Mac stops before backup is complete

200GB is a lot of free storage, don't think I'll be going to VM any time soon,so  let's just hope it finishes backing up eventually !

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JohnC2
Moderator
Moderator
4,464 Views
Message 6 of 143

Re: BT Cloud Mac stops before backup is complete

Hi @srpsrp Sorry you are having this problem with the Cloud backing up. 

 

We will be happy to help you with this if you send us your details. You can contact us by clicking on my user name and selecting contact the mods.

Thanks
John

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JohnC2
Moderator
Moderator
4,458 Views
Message 7 of 143

Re: BT Cloud Mac stops before backup is complete

Hi @David_Samuels and @dargyro are you still experiencing problems with backing up your files?

 

If so drop us over your details and we will be happy to help you also if you send us your details. You can contact us by clicking on my user name and selecting contact the mods.

Thanks
John

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David_Samuels
Aspiring Contributor
4,444 Views
Message 8 of 143

Re: BT Cloud Mac stops before backup is complete

John: Yes, still having proplems. I've filled in the contact details as requested.

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mattwhiting
Aspiring Contributor
4,386 Views
Message 9 of 143

Re: BT Cloud Mac stops before backup is complete

I have the same problem, and have been looking into it, since the BT Cloud app generates masses of logging/debug info which you can see in Console. Here's the first error when it stops syncing and goes into 'freeze mode':

 

017/11/07 1:15:59:756  [CONTENT CHALLENGE] Failure when querying for content challenge, file = ***hidden***, error = Error Domain=AFNetworkingErrorDomain Code=-1011 "Expected status code in (200-299), got 401" UserInfo={NSLocalizedRecoverySuggestion=<?xml version="1.0" ?><errors xmlns:dvi="http://internal.dv.newbay.com/ns/1.0" xmlns:a="http://alternate.newbay.com/ns/1.0" xmlns="http://dv.newbay.com/ns/1.0"><error code="1048"><message>Full authentication is required to access this resource</message></error></errors>, NSErrorFailingURLKey=https:/btcloud.bt.com/dv/api/user/cafad5e4335c40538cc35fe9af757315/content/query, AFNetworkingOperationFailingURLRequestErrorKey=<NSMutableURLRequest: 0x600000016110> { URL: https:/btcloud.bt.com/dv/api/user/cafad5e4335c40538cc35fe9af757315/content/query, Method POST...

 

...and from then on it's just logging errors.

 

So it looks like, since this occurs consistently around 2 hours after the sync starts, that the server requires re-authentication every 2 hours, which the app fails to do.

 

This should be an easy fix. Anyone from BT care to take this up with the developers?

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JohnC2
Moderator
Moderator
4,380 Views
Message 10 of 143

Re: BT Cloud Mac stops before backup is complete

Hi @mattwhiting Sorry you are experiencing a problem with backing up on the Cloud.

 

We will be happy to help you with this if you send us your details. You can contact us by clicking on my user name and selecting contact the mods.

Thanks
John

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