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Aspiring Expert
1,369 Views
Message 1 of 17

BT Cloud Unresponsive

Hi, I am using Windows 10 and recently signed up for Infinity2.  Now that has been working fine for a week or two I decided to start using the 500GB of cloud storage.  Downloaded the desktop BTCloud app and selected the Pictures and My Documents folders to backup - about 375GB.  Whilst that started OK, the app has now stopped, even though it was only part way through backing up the files.

 

In fact, nothing happens with the Cloud app at all now.  If I hover the mouse over the cloud icon in the taskbar I get a notice "No files to sync".  However if I click, or right click, no options appear.  When it was first installed, right clicking the cloud icon brought up a menu, one item of which was "Open Dashboard", which is where I selected the folders I wanted to backup.  Similarly, opening the BT Cloud app in the Programs list only takes me to the BT Cloud folder, which contains nothing.

 

How do I restart the BTcloud "Dashboard" to continue the backup?

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16 REPLIES 16
Aspiring Expert
1,356 Views
Message 2 of 17

Re: BT Cloud Unresponsive

I should add that I have now tried rebooting the PC and although the BTCloud icon appears on the taskbar it still doesn't show any options of I click on it, just the "No files to sync" message if I hover the mouse over it.

 

I have also checked the data sent upline on the network using the Task Manager, and this confirms that BTCloud is not backing anything up anymore.

 

How to restart the Cloud Dashboard?  Any ideas, anyone?

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Aspiring Expert
1,333 Views
Message 3 of 17

Re: BT Cloud Unresponsive

I now see the option to launch the Dashboard comes back after 20minutes or so after a reboot. Unfortunately it isn't restarting the backup which it didn't finish. 😞
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Contributor
1,317 Views
Message 4 of 17

Re: BT Cloud Unresponsive

I have a similar problem with BT Cloud. I am trying to copy 50gb via the desktop app but after a few hours only 2 gb has copied. I also tried to copy 17gb of music files but only 500mb copied then backup/syncing stops.

 

I am on to tech support and someone is looking into it.

 

I dont think BT cloud is fit for purpose and not something you should rely on for important backups which kind of defeats the purpose of it !

 

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Aspiring Contributor
1,312 Views
Message 5 of 17

Re: BT Cloud Unresponsive

BT is not in the data backup or cloud business in any significant way. Even chasing them for an obvious issue is a question of how much is your time worth - it's often a very frustrating interaction. Maybe folks could figure out the root cause with http tracing or packet tracing, e.g. webtools in browser, fiddler, wireshark, etc, but this requires a decent amount of patience and time. And even if you collect the data, there's no guarantee BT will acknowledge it, let alone discuss it.

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Aspiring Expert
1,296 Views
Message 6 of 17

Re: BT Cloud Unresponsive

Marked as solved much too soon.  Another W10 update forced a reboot and the Desktop App is still stuck showing "No Files to sync" four hours later with no option to show Dashboard and no BTCloud showing up on Resource Monitor as an active process.

  It is still 60GB short of actually completing any backup!

 

Notably none of the Mods on this forum have even offered help, let alone a solution!

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Aspiring Expert
1,290 Views
Message 7 of 17

Re: BT Cloud Unresponsive

Do they offer a service or do they not?

If not, then I want a refund!

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Aspiring Expert
1,273 Views
Message 8 of 17

Re: BT Cloud Unresponsive

Hi Marbella,

I guess that how far it gets in a few hours depends on your upload speed.  Even at the maximum upload speed of Infinity2 of 20Mbps, it would only upload about 5GB in an hour, and much less if your Internet connection is being used for other things.  Backing up to a cloud server is a very slow process.  Nevertheless, why the desktop app just stops is a bit of a mystery.

 

I have made some progress though.  Running the Task Manager I disabled BTCloud from the start list and then uninstalled it completely (you can't uninstall it if it is running in hte backgrund even if it isn't doing anything).  I then rebooted, reinstalled it and then started to backup the same folders again.  Obviously, apart from the missing 60GB of data, these were still on the cloud server.  I then left the app preparing the backup and running overnight.

 

This morning the Resource Manager shows BTCloud backing data up over the network at 1.5-2.2MB/sec as it should be, and the "shortfall" of data on the server has reduced to 50GB.  I'll leave it running all day in the background to see how things go but, at the moment, it seems to be behaving as I would expect.

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Aspiring Contributor
1,259 Views
Message 9 of 17

Re: BT Cloud Unresponsive

There are companies who will do online backup of unlimited amounts of data for around $60. This is less than the price of 2TB hard drive and comes with none of the hassles of doing manual backups. They also have a vested interest in making sure their solution works as this is their primary business.

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Aspiring Expert
1,256 Views
Message 10 of 17

Re: BT Cloud Unresponsive

MrZip,

what on earth does that have to do with the topic of this thread: the BT Cloud desktop app stopping before it completes and becomming unresponsive?

 

I am well aware that other companies specialise in the backup business, indeed I have used them in the past.  That doesn't mean that the BT Cloud app shouldn't work, nor that BT customers should just accept that it doesn't work.

 

The description of the BT Cloud app indicates that it should work with "none of the hassles of doing manual backups".

 

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