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CAG
Beginner
1,267 Views
Message 5 of 53

BT Cloud - 'Sorry, we can't connect to BT Cloud at this time. Please try again later.'

Hi

I have BT Cloud installed which has worked for a long time with no problems. I backup one folder with subfolders/files.  When BT Cloud automatically backs up files I received the message - 'Sorry, we can't connect to BT Cloud at this time. Please try again later.'

I've tried several times and waited and waited days, but still receive the error. I've tried...

- uninstalling BT Cloud and reinstalled it (I'm using the latest version)

- I've tried deleting from my PC a file where the error is shown (but then BT Cloud just shows the error on the next file when it tries to upload it)

- I've deleted all the files in my BT Cloud account/website and tried starting a fresh, even uninstalling BT Cloud again and reinstalling it and selecting my folder for back-up - still I receive the error (this happens on files which previously would upload with no problems at all to BT Cloud, so I know it's not file related).

- I've restarted my PC (several times)!

Anyone any ideas - polite request, please don't tell me to uninstall BT Cloud and reinstall it (I've done that), please don't tell me to delete the offending files (they have previously uploaded with no problems) and please don't tell me to use an alternative cloud, I want my BT Cloud to work. I have plenty of space free in my BT Cloud account.

Anyone else receiving the error and managed to fix it?

Thanks

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52 REPLIES 52
BBBD
Beginner
1,047 Views
Message 1 of 53

Sorry, we can't connect to BT Cloud at this time. Please try again later.

Hi There

The last couple of days I have been receiving the above error when trying to sync a new file to the cloud. I have tried to re-install the software, restarted my PC many times and also reset my router. All to no avail. It only seems to have occurred since the new update to BT Cloud - 17.3.0.46.

Has anyone else experienced this problem and know a fix?

Thanks

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Distinguished Expert
Distinguished Expert
1,038 Views
Message 2 of 53

Re: Sorry, we can't connect to BT Cloud at this time. Please try again later.


@BBBD wrote:

Hi There

The last couple of days I have been receiving the above error when trying to sync a new file to the cloud. I have tried to re-install the software, restarted my PC many times and also reset my router. All to no avail. It only seems to have occurred since the new update to BT Cloud - 17.3.0.46.

Has anyone else experienced this problem and know a fix?

Thanks


Your BT Cloud software is at the current version.

Can you login to the web version?

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BBBD
Beginner
1,031 Views
Message 3 of 53

Re: Sorry, we can't connect to BT Cloud at this time. Please try again later.

I can log into the web version no problem. It’s just when trying to sync a file after a certain point. For example if I start my backup again, about 1000 files will sync no problem. Then when it gets to file 1001, whatever this file may be, I get the error.
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Distinguished Expert
Distinguished Expert
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Message 4 of 53

Re: Sorry, we can't connect to BT Cloud at this time. Please try again later.

You may possibly receive help on the BT Cloud helpline: 0800 389 0598.

They are only open weekdays.

tarzey
Beginner
996 Views
Message 6 of 53

Re: Sorry, we can't connect to BT Cloud at this time. Please try again later.

I am having the same problem for a day now. The problem is clearly at their end as it occurs on multiple devices and even when trying to upload with browser, so nothing to do with the app. I spent a rather confusing hour on the phone to the help desk. The two people I spoke to were pleasant and helpful, but it all seemed a bit muddled.  It appears that there is some problem with a recent update on their servers and many people are affected. A fix is promised within two days. Time will tell.

Contrary to the other response the help desk is open over weeksends, both Saturday and Sunday, but only until 18:00. The phone number he/she quoted is also incorrect; that is the number for 'BT Cloud Phone', an entirely different product. The number you need is 0800 500 3114.

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Distinguished Expert
Distinguished Expert
988 Views
Message 7 of 53

Re: Sorry, we can't connect to BT Cloud at this time. Please try again later.


@tarzey wrote:

I am having the same problem for a day now. The problem is clearly at their end as it occurs on multiple devices and even when trying to upload with browser, so nothing to do with the app. I spent a rather confusing hour on the phone to the help desk. The two people I spoke to were pleasant and helpful, but it all seemed a bit muddled.  It appears that there is some problem with a recent update on their servers and many people are affected. A fix is promised within two days. Time will tell.

Contrary to the other response the help desk is open over weeksends, both Saturday and Sunday, but only until 18:00. The phone number he/she quoted is also incorrect; that is the number for 'BT Cloud Phone', an entirely different product. The number you need is 0800 500 3114.


Sorry if I posted the wrong contact number.....got it from the BT help pages.

Yours is the third user’s post on this topic today.....Two posts are almost word for word, and at least you have posted on an existing thread.

I’ll make some enquiries re BT help information on contact numbers.

I use BT Cloud as an “as and when” utility, and have few problems. If online help say they will fix your problem, then they will......

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RTB
Beginner
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Message 8 of 53

Re: Sorry, we can't connect to BT Cloud at this time. Please try again later.

Hi - I have been wrestling with the same problem for several days. Relieved I am not the only one!  Upload fails after about 50Gb.  Have tried uploading via desktop client and have same issue with either of the two options available.  Also tried using sync route from app but same failure.  Have tried different folders and even individual files - one at a time but no success.  R

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jezbod
Aspiring Contributor
1,216 Views
Message 9 of 53

Re: BT Cloud - 'Sorry, we can't connect to BT Cloud at this time. Please try again later.'

I have just found mine is having the same problem, both PC and iPhone not working.
Both on latest versions and working internet link.
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jezbod
Aspiring Contributor
1,214 Views
Message 10 of 53

Re: BT Cloud - 'Sorry, we can't connect to BT Cloud at this time. Please try again later.'

Just found that the website accepts uploads if you drag and drop.
However, that is no good for my iPhone
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