BT Cloud app wont open on windows pc

[tgypt]

I had the news that all my data from the cloud would be deleted if it was not moved (thanks a lot BT) I've downloaded the app onto my windows 11 laptop and it will not open. I've uninstalled and reinstalled, I've rebooted my laptop and the App icon just sits there and won't open. How do I backup by thousands of photos if I cannot open the App? I tried through the Web version and could only  zip 120 images at a time which is frankly ridiculous. Any ideas? 

[Ali_A]

Hi @tgypt 

Welcome to the EE Community

You can find details of the BT Cloud closure and what steps to take on our BT Cloud is Closing page

Do you have access to alternative computer you can test the BT Cloud App on? 

Ali

[tgypt]

I have already followed the steps hence trying to get the app. no I don't have an alternative computer and neither should I need one if the app is stable and running correctly surely? I'm aware that I need to remove all my content from the cloud with very little notice and I'm struggling as the App wont even open. My laptop is about 1 year old.

[pddco]

Just a thought. Have you tried downloading  the app from the BT Cloud website?  I too have a Win 11 laptop albeit a few years old, and it works fine. I take it that the latest updates are installed etc.. Where were the photos being backed up from? A mobile device or a PC / Mac? 

[tgypt]

I downloaded the app direct from the BT website from the link that tells you how to back things up, the laptop is all up to date. I'm trying to get the photos from the cloud that were backed up from my phone on the phone app which is working fine but I need the desktop app to move everything en masse to Google but it just won't open

[pddco]

Ah okay. That makes sense. With my version working I’ve not tried the download from the link you mentioned. I’ve only ever downloaded from the website with my log in. Of course following the link should work fine. No idea why it’s not playing ball. Maybe the moderator can offer a fix? All I can offer is the suggestion to download from the website after entering your login details. 

[saabina]

I have exactly the same issue  I have downloaded the app from the bt website and also by logging onto the BT Cloud and downloading the app that way.   I have also rebooted my pc uninstalled and reinstalled the app twice.  Did you get a fix for this issue 

[Leanne_T]

Hi @saabina 

Thanks for coming to the community and making us aware.

I have sent you a private message on the community for some details 🙂

Leanne. 

[tgypt]

There's no solution as yet to this issue. If you have any answers please share. Planning to call BT tomorrow and see what exactly they can do to resolve this as they can't simply delete all my photos from the past 10 years due to their App being faulty and preventing me from moving then surely?! 

[saabina]

I did ring BT today and spoke to someone on the BT cloud team.  They said if I can log in to BT cloud on a web browser which I can then they won’t do anything about the app not working and would do nothing to help. She also tried to tell me that the cloud app is only for phones and tablets and not laptops. I told her the advice on the bt website said differently and that I needed the app to download everything as the cloud was closing but they didn’t care. I hope you fare better than me.