BT cloud is closing/empty folders in my BT Cloud drive

[Prof_H]

Re: BT cloud downloads/empty folders

I'm desperately trying to download my BT Cloud files before the shut down.   All I can see on my cloud now is my complete 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!

NB - I'm a 65 year old doufus - so please don't use big words!

;(

[Katie_B]

Hello @Prof_H. 

I would absolutely love to help with this. 

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

Katie

[bigstupidfella]

Hi Katie,

I visited my BT Cloud drive today in order to remove anything before this gets closed down.

I was looking through my photographs and files, which was all fine.

I read it might be better to use the desktop app so I updated mine.

Now everything is gone.  No photographs and no files.

Please help.

[Prof_H]

hi 

@bigstupidfella 

Similar happened to me - All my files had completely gone ! 

I got a call from Steven - he got it sorted (seems like the Cloud app had frozen in the background stopping it working). He helped me uninstall and reinstall the BT Cloud app - I guess this was to 'restart' the app. All the files magically reappeared!

It took a while to download my data but now done!

Regards

@Prof_H 

[Katie_B]

Hi @bigstupidfella. 

I have sent you a private message for more details so we can help get this sorted.

Katie

[bigstupidfella]

Thanks for that Prof H