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paulmarkj
Aspiring Contributor
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Message 1 of 18

BTcloud showing no files

I have 10000+ files backed up on BTcloud, but www.btcloud.com, shows no files.

My activity - empty.

photos - empty

all my fuiles shows 4 repositories - all are empty.

Yet my phone can still access everything using the BTcloud app.

Where can I find my files?

 

(and while I'm here - the PC BTcloud app only opens the directory location in Explorer - how do I open the actual app?)

 

 

 

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17 REPLIES 17
Moderator
Moderator
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Message 2 of 18

Re: BTcloud showing no files

Hi @paulmarkj  and welcome back.

 

I'm sorry you're having problems with the Cloud. Reading through your post I'm guessing you can access your files via your mobile but not your PC? Is that correct? If so have you tried syncing across all devices? If not you'll find information on how to do that on the Getting started with BT Cloud help page. Check How can I keep files in sync between all my devices?and let me know how you get on.

 

Cheers

 

David

 

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PeterS2
Contributor
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Message 3 of 18

Re: BTcloud showing no files

Hi there.

I am havig problems with my laptop BT Cloud app to 'Open BT Cloud Website' shows very little.

All My Files option shows Laptop & BT Cloud but no files.

My Activity option only shows my phone's Contacts.

No photos or Albums, no Music, no Documents can be seen.

 

A shared link tested shows the file name but cannot see or dwonload the folder or files

 

The BT Cloud app on Android Mobile seems to be working OK.

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PeterS2
Contributor
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Message 4 of 18

Re: BTcloud showing no files

This is not a Sync problem. It has been working fine up to now.

BT Cloud app on laptop Dashboard shows 'all files in sync'.

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Moderator
Moderator
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Message 5 of 18

Re: BTcloud showing no files

Hi @PeterS2,

Thank you for posting.

Have you tried contacting the BT Cloud helpdesk on 0800 500 3114. They're open 9am to 9pm Mon - Fri 9am to 6.30pm Sat and Sun.

Thanks

PaddyB

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PeterS2
Contributor
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Message 6 of 18

Re: BTcloud showing no files

@PaddyB 

Hi there.

I have just completed a call to BT Cloud Helpdesk. They took over my laptop to observe the symptoms.

It seems there is a known connection issue between accounts and Cloud Server. Others are also experiencing this issue.

Shared links to files on the BT Cloud website are also affected by this issue.

The problem has been escalated to Level 2 Team. I expect a call back on Wednesday 8 May.

I am asured that my files and photos are secure, I can indeed see them via my mobile BT Cloud App.

Thank you and kind regards.

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Moderator
Moderator
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Message 7 of 18

Re: BTcloud showing no files

Hi @PeterS2 thanks for posting the update, fingers crossed the level 2 team get you sorted. Let us know how the call goes on Wednesday.

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PeterS2
Contributor
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Message 8 of 18

Re: BTcloud showing no files

Hi @NeilO 

Regret due to missed calls and a broken appointment Level 2 & I have not progressed this issue.

They still want some online help from me and I now have a new appointment for Tuesday 14th May.

Regards

@PeterS2 

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Moderator
Moderator
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Message 9 of 18

Re: BTcloud showing no files

Good morning @PeterS2 ,

I'm sorry for the delay ion getting back to you. Did the tech guys call? Were they able to resolve this for you? Can you post back and let me know how you'e getting on?

Cheers

David

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PeterS2
Contributor
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Message 10 of 18

Re: BTcloud showing no files

Hi @DavidM

I sat here again for over 2 hours missing the sunshine waiting for a scheduled phone call. This is the 2nd missed appointment.

Level 2 keep telling me they are aware of the problem and others have the same issue.

Kind regards
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