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cmprior
Beginner
904 Views
Message 1 of 7

BT Cloud

I am finding that btcloud.exe will not start at all. I am using latest version of btcloud.exe (re-installed today),

Windows 8.1

All patches installed, which inludes .net update to version 4.7

Errors showing in the windows logs refer to incompatible clr.dll and ntdll.dll

When btcloud.exe starts, it also displays an error stating insufficient disc space on the root drive. I have allocated an extra 5Gb and there is now 9Gb free disc space on the C: drive. Please advise.

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6 REPLIES 6
DavidM
Moderator
Moderator
870 Views
Message 2 of 7

Re: BT Cloud

Hi @cmprior,

 

 

Thanks for posting. You might have already checked this but can you check how much data is stored in your ‘BT Cloud sync folder’. This content is automatically downloaded to the BT Cloud folder on the root drive by default, and if you’re restricting the size available on the root drive (by using custom partitions or similar) then it could be causing issues. Let me know how you get on.

 

Cheers

 

David

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cmprior
Beginner
855 Views
Message 3 of 7

Re: BT Cloud

Hi

 

The BT Cloud folder on the C:\ drive occupies 4.8Mb. There is over 5Gb free space on the C:\ drive and no quota is in use.

As I cannot start btcloud.exe, I cannot check settings within the program. I cannot see any settings in the registry that might be the problem. The only error I can trace in the Windows Log is this:

 

Faulting module name: clr.dll, version: 4.7.2106.0, time stamp: 0x596672a9

Faulting module path: C:\Windows\Microsoft.NET\Framework64\v4.0.30319\clr.dll

 

This seems to me to imply there is a mismatch in dll versions but I know of no way to resolve this. Please advise.

 

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DavidM
Moderator
Moderator
756 Views
Message 4 of 7

Re: BT Cloud

Hi @cmprior and thanks for posting.

 

I'm sorry for the delay in getting backt o you. We'll need to take a closer look at this for you so can you please drop me over an email with your details. You'll get the contact the moderators link in my profile. Can you also please include the following - 

 

Installer log

    • A file called “install.log”
    • Location: C:\Program Files\BT Cloud\BT Cloud

 Application logs

    • One or more files with the following name format “yyyymmdd_hhmmss_Application.log”
    • Location:  C:\Users\<username>\AppData\Local\BT\BT Cloud\

 Database files

    • Three database files: Content.db, Snapshot.db, Migration.db
    • Location:  C:\Users\<username>\AppData\Local\BT\BT Cloud\

 Crash logs,

    • File/s with the following name format “BTCloud.exe_yymmdd_hhmmss.xml”
    • Location:  C:\Users\<username>\AppData\Local\BT\BT Cloud\

Cheers

 

David

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StuartH
Moderator
Moderator
613 Views
Message 5 of 7

Re: BT Cloud

Hi @cmprior

 

Thanks for your patience during the time I've been getting this investigated for you.

 

I tried calling this afternoon, I got an update that this issue should be resolved.

 

Can you retest and let me know if it's working?

 

Thanks

 

Stuart

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cmprior
Beginner
597 Views
Message 6 of 7

Re: BT Cloud

There is no new version of btcloud.exe on the web site. I re-installed 17.1.5.21 and there is no change - it still fails to launch the windows interface.

 

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StuartH
Moderator
Moderator
595 Views
Message 7 of 7

Re: BT Cloud

Hi @cmprior

 

Thanks for taking my call earlier and for retesting.

 

I'll get straight back to them to update that this hasn't fixed the issue.

 

I'll keep you updated with any progress.

 

Stuart

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