BT cloud downloads/empty folders

[Katie_B]

Hello @Prof_H. 

Thanks for coming here. 

Are you trying to download via the Desktop App?

Do you see any error messages?

Speak soon, 

Katie

[Prof_H]

i am using the desktop App
I dont see any error messages




it worries me that my BT Cloud drive only shows the empty directory structure - so my not be the down load process(?)

[Katie_B]

Thanks for getting back to me @Prof_H. 

I have sent you a private message to grab some details. 

Katie

[damiandixon]

I downloaded the new version of Bt cloud desktop on Saturday morning and have been able to download my files (~270Gb) on a Windows 11 system.

The link can be found on the cloud help page (search 'Download your files from BT Cloud').

The file when downloaded is called: win-x86-24.4.24.BT.Production.win-x86.104c5b-BT-Production-24.4.24.Windows10. 

Be aware that depending on how you stored your data you will not get everything without selecting Download on bottom left for each cloud folder. So you will get the Sync folder but not all the others without intervention.

[PeterJM123]

You have to navigate to the level in your folder hierarchy where the files are and select all the files, otherwise it only returns blank folder pointers instead of their content. Also you can only select 60 files at a time unless you scroll through repeatedly selecting, so beware any download showing 60 files. 

[PeterJM123]

I have downloaded the Windows app but have the same problem. If I download from a top level folder, I don't get any of the files at lower levels in the folder hierarchy. The size of the the folder hierarchy makes it a close to impossible task to download a folder at a time in order to make it work.

Furthermore, if there are more than 60 files only first 60 come across unless you painstakingly scroll and select the files. 

This is not a viable solution to downloading the material by 31 October?! 2 calls to BT have not suggested any way round this.

[Peter_W]

Good morning @PeterJM123.

Welcome to the BT Community forums!

We've recently released a new update for BT Cloud, so can you please check to make sure you're running the latest version? 
This should be 24.4.24, and if you're running an older version you can update right here:

Cloud Download (bt.com)

Peter

[PeterJM123]

Yes I am running that version.

Peter

[Peter_W]

Thanks for confirming that @PeterJM123

I'm going to send you over a private message so we can grab a few more details on this.

Peter

[pddco]

Appreciate that the moderator’s got involved and hopefully sorted. But just wanted to check that you were selecting the Download option on the app. Not the web page. On the app - that you see clicking on the cloud in the right hand task bar area ( don’t know what it’s called) there’s three options ‘Download’ ‘Open Web’ and ‘ Your Cloud’ . Clicking on the ‘Download’ option should then give you a list of the Cloud folders to download. And also where to download them to. That’s all that I did and it worked fine for me. All folders and subfolders etc.. downloaded.