BT cloud downloads/restores are corrupted

[paulmarkj]

REALLY NEED HELP WITH THIS. BT CLOSING CLOUD STORAGE.

I am downloading all my BT cloud files. When I unzip them, about 1% of files can't be unzipped, the error is 'unknown error'.

I pay extra for the larger storage.

I have tried: 

- Downloading again. ( No errors reported) 

- Using three different unzip apps.

- downloading individual files. This works, the files are fine but I cannot download 25,000 files individually.

- Downloading to different devices

- clearing cookies, etc.

Any ideas how to recover these files:

(Note to BT staff: I won't be the only one with this problem and many subscribers won't restore until the end of October, so you may find you cannot close the service if people cannot restore their data. You must give subscribers a chance to download with errors).

[Peter_W · Accepted solution]

Hi there @paulmarkj.

It sounds like you are trying to download a large number of files through the browser version of BT Cloud. 

The best way to do this is to use the dedicated desktop software which you can download from our site.

Make sure you follow the setup instructions otherwise you may start backing up more data to the cloud.

This should allow you to download everything in one go to your computer.

Peter

[t-f-99]

I dunno if others are finding this, but on windows 10, the latest windows app 24.4.12 seems to not work properly. The wizard ran fine, but nothing actually happened on conclusion, and post restart I can't see if the process is actually running at all (nothing in the windows tray).

Basically  this is rubbish, don't give people an aggressive timeline to save their files yet not give them solid tools to actually achieve that

Tim

[damiandixon]

Its not working on Windows 11 either...

[Katie_B]

Good morning @t-f-99 and @damiandixon. 

I would love to help with this.

Please could you confirm if since your post you have been able to download your files?

Katie

[damiandixon]

I am unable to get the latest windows desktop app to work at all on windows 11. The setup runs and then nothing works at all and nothing downloads.

I have been trying to download my files since Saturday... The browser is not a solution due to the number of files and what appears to be some major limitations.

I have attempted to use an older version of the BT desktop app but it self updates and then stops working.

[Ali_A]

@damiandixon 
 

I'll send you a private message for more information. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks

Ali

[t-f-99]

Nope, it's still broken. Without any form of supporting insight in terms of app diagnostics I can't see how this will change.

BT might consider sharing links to previous versions of the BT Cloud app downloads in case the last one was the problem

Tim

[Katie_B]

Hi @t-f-99. 

Thanks for coming here. 

I have sent you a private message. 

Katie

[Prof_H]

Desperately trying to download my BT Cloud files before the shut down.   All I can see on my cloud now is my full but EMPTY directory structure. 

I can go through the download process but all that is downloaded is the empty folder structure - no files!

Where have my files gone?

Any help would be gratefully received!

😞