BT Cloud Won't Start

[PeteHr]

Hi Sean, thanks for the update. I've just tried to install the app again and I still can't get it to connect to the server. This is on a brand new PC and what happens is after installing I get a blank window displayed - if I expand it out it shows the login screen asking for my credentials. But I can't enter the user/password  - typing or pasting into the fields isn't possible. Same thing if I exit the app and start it from the desktop shortcut....

Again it shows a green cloud with a tick in it indicating all files are synced but I've never managed to login from this PC !

I can't try it on the old PC which was working fine (with the old app) as that PC is dead.

[steveay]

My Pc doesn't even download the software I have had to uninstall to avoid endless loops. Also had to get my complaint re-opened as it had been closed in spite of no call back reason given customer was told where to download cloud from.!!! Only back in September did I go 9 days with 340GB of data missing lost when the engineers tried to delete a Ghost account that was empty!

8 years Iv'e waited for a fix so that Outlook PST files can be auto copied without it adding and adding to the storage. No fix for that either

Any Progress to even be able to download this latest version.

[Jules68]

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@steveaywrote:

My Pc doesn't even download the software I have had to uninstall to avoid endless loops. Also had to get my complaint re-opened as it had been close in spite of no call of where to download cloud from. Only back in September did I go 9 days with 340GB of data missing.

8 years Iv'e waited for a fix so that Outlook PST files can be auto copied without it adding and adding to the storage. No fix for that either

Any Progress to even be able to download this latest version.

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Do you mean 'download' or 'install'? I assume that you have been able to download the file 'Setup-BTCloud-Production-20.6.1' - but does it then hang when you run this? In which case others have reported that this may be being blocked by (some) virus protection software. Either way it is clearly worth waiting for the new client software to be offered - the fixes so far have been at the server end, to sort issues there, so would have no impact on the client. So leaving the software deleted and waiting for the next client software drop may be your best option - deeply annoying as that is.

I know it doesn't help - but these faults are not impacting all BT Cloud customers - it is only (!) a partial, not a 100% failure.

[GeoffSmith]

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@steveaywrote:

My Pc doesn't even download the software I have had to uninstall to avoid endless loops. Also had to get my complaint re-opened as it had been closed in spite of no call back reason given customer was told where to download cloud from.!!! Only back in September did I go 9 days with 340GB of data missing lost when the engineers tried to delete a Ghost account that was empty!

8 years Iv'e waited for a fix so that Outlook PST files can be auto copied without it adding and adding to the storage. No fix for that either

Any Progress to even be able to download this latest version.

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If you mean you need the .exe file to install the app. then :

Login to the BT Cloud Webpage.

Click on the tab at top right which starts "Hello, ..."

Select "get the Desktop app."

Then "Download Desktop app."

[SeanD]

Thanks for the continued comments folks, this is really helpful

@HaroldHastings , @RKM  and @opalset11,

The BT cloud team have requested your logs from BT Cloud.  I have sent you an email with instructions on how to obtain these logs.  It would be great if you could drop me a reply and attach the logs to the email?  I have sent the email to the email address in your Community profile 😉

Cheers

Sean

[steveay]

You are correct it sort of downloads I find it quirky that it has no option to run an .exe merely open. That does start an installation dialogue but quirky A windows message appears that the process is paused I think as per earlier postings. 

In 8 years or so I have never had a cloud upgrade work first time.

[Ray11]

To PeterHr

 When you said your old pc is dead, was it because of bt cloud?. My laptop won't turn on. I tried to update bt cloud but it froze. I tried to do a system restore but it just came up with a fault after running for a long time and no way could I fix it. Don't know if it is because of the trouble with the update or just a coincidence. I am still waiting for the repair shop to either give me some good or bad news. 

[jamieandangela]

SeanD

I have wasted an entire day today installing and uninstalling the latest update version for BT Cloud and it is clear there is something seriously wrong with this update. The previous version started up with my Windows 10 no problem and am happy also to send my logs from the BT Cloud if you can forward me instructions as well please.

thanks for any help you can provide

Jamie

[opalset11]

emailed you the logs at 16:21 on 09/12/20

Hope you can get this sorted as its causing me grief!!!

[opalset11]

done