Carbonite Support Knowledge Base

Locating the Carbonite Icon

The Carbonite icon is located in your Windows notification area / system tray at the bottom right of your screen. The Carbonite icon can be used to check the status of your backup, view and set options, and/or get assistance.

Locating Your Webroot Business Endpoint Protection Antivirus Keycode

You can locate your Webroot Business Endpoint Protection keycode by signing into the Webroot portal. This keycode is used to install Webroot Antivirus on your computer.

Locating Your Webroot SecureAnywhere Antivirus Keycode

You can locate your Webroot SecureAnywhere keycode within your Carbonite Safe account or Webroot application. This keycode is used to install Webroot Antivirus on your computer.

Locating Your Files After a Restore

Carbonite can restore your files to their original location or a new location of your choosing. If your files do not appear in their original locations, check your user folders (e.g. My Documents, Pictures, My Music, etc.).

Locating the Carbonite Backup Drive

The Carbonite Backup Drive lets you view files backed up to our server. You can access the Carbonite Backup Drive from within the File Explorer window.

Locating Your Files After a Restore (Mac 1x)

Carbonite can restore files to their original location or to a location of your choice. If your files don't appear in their original locations after a restore, check your Users folders (e.g. Documents, Pictures, Music, etc.).

Locating the Carbonite Preference Pane (Mac 1x)

When Carbonite is installed on your computer, you can find the black Carbonite lock located in your Apple menu bar near the system clock or through Apple's System Preferences.

Locating the Carbonite User Interface (Mac 2x)

When Carbonite is installed on your computer, you can find Carbonite in the Apple menu bar near your system clock.

Locating Your Files After a Restore (Mac 2x)

Carbonite can restore files to their original location or to a location of your choice. If your files don't appear in their original locations after a restore, check your Users folders (e.g. Documents, Pictures, Music, etc.).

Locating Files for Restore

The product offers streamlined methods to search your backup for files/folders to restore. The Search file/folder by name option allows users to search for the latest version of specific files or folders.

Downloading Your Carbonite Safe Backup Pro Files with Anytime Anywhere Access

You can log into your Carbonite Safe Backup Pro account from any computer to view and download your files with Anytime Anywhere Access.

Backing up Microsoft Outlook 2016

With Microsoft Outlook for Mac, Microsoft recommends exporting your information from within the Outlook application before trying to back them up.

Configuring Email Notifications For CSSB 6.x Enhanced

Users can receive notifications when particular operations get completed. This option is offered for all backup sets globally.

Removing Backed Up Files from Carbonite (Mac 2x)

You can remove files and folders through the Carbonite interface and the data will be removed from Carbonite within 72 hours.

Starting Your Backup Over (Mac 1x)

You can remove all your files from your backup through the Carbonite System Preference pane and the data will be removed from Carbonite within 72 hours. After you do so, you can select only what you want to select for backup.

Starting Your Backup Over (Mac 2x)

You can remove all your files from your backup through the Carbonite interface and the data will be removed from Carbonite within 72 hours. After you do so, you can select only what you want to select for backup.

File Locations Excluded from Backup for Carbonite Safe Backup Pro

Carbonite does not back up files that are larger than 1TB (terabyte), or that might cause conflicts with your operating system when restored. Generally, these files will be correctly pre-installed when you upgrade the operating system on your existing computer or when you purchase a new computer.

Known Issue: Unable to Select iCloud Desktop and Documents Locations for Backup with Carbonite Safe

You cannot select the Desktop and Documents locations for backup with Carbonite Safe when iCloud Drive's Desktop & Documents folder sync is enabled.

Message: "Windows couldn't create this account. Please choose a different location for these files."

While configuring a full restore with the Restore Wizard, Carbonite will give you options to restore the user files of each active user in the backup. If a backed up user does not exist on the new computer, Carbonite can create a new user to restore to. In some cases, you may see the error "Unable to create the [username] account". This article overviews restoring to an alternate location.

Importing Your iTunes Music

You can import your iTunes data by downloading the backed up copy and moving it into the correct location. After you finish restoring and moving the files, you may have to assign songs that were not originally located within the iTunes Media folder.

Backing Up Your iTunes Media and Apple Music

Your iTunes music and Apple Music data is included in your backup by default if you had Carbonite automatically select files for backup. You can view the backup status of the music and video files by navigating to their locations within the Carbonite interface and the colored status dot on the files.

Searching For Files to Restore

You can use Carbonite's Search and Restore function to restore files to their original location or to the desktop.

Restoring Recently Deleted Files

You can view a list of recently deleted files with the Carbonite software and restore them to the original location or to the desktop.

Importing Internet Explorer Favorites

Your Internet Explorer favorites are individual files. They are shortcuts to web sites you choose to save. You can restore your Internet Explorer favorites with the Carbonite Backup Drive and move them to the correct location on your computer.

Relocating the misc Folder

The product uses the misc folder as temporary space during some backup operations. Disk space limitations may make successful backup runs impossible. In these instances, the misc folder within the product needs to be relocated to a drive with more space. To move the misc folder to a new location, you must edit the Windows Registry and move some existing files.

Backing Up Microsoft Outlook

Microsoft Outlook 2010 and above stores a local copy of your email, contacts, and calendar on your computer. By default, Carbonite automatically backs up the .PST in the default file location so you can restore your information if you ever it.

Starting Your Backup Over

You can start your backup over by deselecting all files from within your Carbonite Backup Drive and reselecting only the locations you wish to back up. Any file not reselected for back up will be removed from our servers within 72 hours.

Moving Local Backups to a New Folder For CSSB 6.x Enhanced

It is sometimes necessary to move local backups from one location to another on disk. The Move Backup function ensures that Carbonite Safe Server Backup can locate, manage, and restore local backups after they have been moved.

Importing Your iTunes Media

You can import your backed up iTunes music into iTunes by restoring the iTunes folder to a new location on your computer and then moving it back to the default location of your iTunes music folder.

Importing your Contacts in Address Book

You can restore your backed up Address Book contacts to a new location on your Mac, and then import them directly into your Address Book program.

Importing Apple Photos

You can import your restored photos and videos that were used in Apple Photos by restoring the files to a new location and using the import function within the Photos app.

Importing Apple Mail

You can import your restored mail by restoring the mail to a new location and using the import function with the Mail app.

Backing Up TurboTax

Your TurboTax data should be included in your backup by default if you had Carbonite automatically select files for backup on your computer. You can view the backup status of a file by navigating to its location on the computer and viewing the colored status dot on the file and/or folder.

Restoring the Windows System State For CSSB 6.x Enhanced

The product supports the recovery of Windows System State by restoring the Registry, Boot files, System files, Active Directory and more. The product offers recovery of Windows System State on all the supported Windows platforms. The entire contents of the Windows System State backup will be restored. Selective restore of individual System State components is not possible. By default, System State will restore to the original location and overwrite existing files.

Message: "[CURLE_SSL_CACERT_BADFILE]"

A certificate file is required to negotiate a secure connection to the cloud. The name of certificate file is cloud-bundle.crt If the location of the certificate file is listed improperly in the global configuration file, a secure connection to the cloud cannot be established. The configuration file named zib.conf will have to be manually updated with the new location of the certificate file.

Restoring a Hyper-V For CSSB 6.x Enhanced

The product supports the restore of Hyper-V hosts and hosted virtual machines on Windows 2008, and Windows 2012. You can restore individual virtual machines to their original location or to an alternate location.

Restoring a MailStore Archive For CSSB 6.x Enhanced

MailStore archives can be restored to any system using Carbonite Safe Server Backup. MailStore archives cannot be restored to their original location. An alternate location must be specified.

Restoring a MySQL Server For CSSB 6.x Enhanced

The product supports the restore of MySQL databases to their original location or as a .sql file on disk that can be imported manually to any compatible MySQL Server.

Backing Up Your iTunes Music

When you install Carbonite using the Automatic setup option or allow Carbonite to automatically manage your backup, your iTunes music library will be backed up automatically if located in the default location. You can check the status of your iTunes music by looking for colored status dots on the icons of your music files. Music files will not be backed up automatically during the free trial period.

Known Issue: Unable to Select OneDrive Files for Backup with Carbonite Safe

You cannot select the original files in the OneDrive locations for backup with Carbonite Safe when OneDrive’s Files On-Demand feature is enabled.

No Loss Recovery or Delete Existing Transaction Logs for Microsoft Exchange Restores

There are two new options for restores of Microsoft Exchange databases when restoring to the original location. No Loss Restore will not delete existing transaction logs and once the restore is complete, Exchange will perform a roll-forward recovery if all sequential transaction logs are found. Delete existing transaction logs will delete any transaction logs found in the Log directory of the restored Mailbox Database(s), Public Folder Database(s), and/or Storage Group(s).

Moving the Carbonite Safe Server Backup Database

In cases where the product's database grows and there is no more disk space, the backup will fail. To help resolve this problem, you can move the database to another location with sufficient disk space.

Importing Your Sticky Notes

You can easily restore your backed up Sticky Notes data file through the Carbonite Backup Drive. The only way to import your restored Sticky Notes data file is to move it to the correct location on your computer.

Backing Up and Restoring Mail on Windows 10

Carbonite backs up Microsoft Mail emails by default with the Automatic setup option. If you had chosen the Advanced setup option and selected not to include the default locations in your backup, you can still manually add your email. The quickest way to recover your email data and get it back into Windows 10 Mail is to set the app up in the same manner as you did when you first began using it. This will allow Windows 10 Mail to sync your email accounts automatically. Alternatively, you can use Carbonite to restore your mail data, but there may be additional steps you need to take once the restore has completed.

Rotating Local Backup Drives

Carbonite Safe Server Backup does not support rotating its backup location. You should not rotate the disk/drive where CSSB stores data. This “Backup Location” should be static and unchanging. Changes to it should be sparing, at best, and utilize the Move Backups functionality in CSSB when they do occur. However, you may COPY the backups from the Backup Location to another drive or drives (you should not move, delete, or otherwise manually modify the data in the Backup Location, but COPY is safe). This new drive could be rotated out. This allows you to have a rotate-capable location without interfering with CSSB’s operation.

Importing OneNote Files

You’ll need to restore the data that you manually exported from OneNote earlier. Alternatively, a backup of your OneNote may be found in the following location: C:\Users\User\AppData\Local\Microsoft\OneNote\16.0\Backup\User@Domain. Review this article for more information.

Backing Up Your Thunderbird Data

Mozilla Thunderbird keeps your email data within a hidden folder located on your computer. Carbonite does NOT add this location to your backup set by default. To ensure the files are backed up, navigate to the location where they are stored and select them for backup.

The Restore Files Tab (Mac 2x)

This article details the Restore Files tab and its functionality in the Carbonite Safe 2x software for Mac.

Restoring Previous Versions of Files or Folders for Mac 2x

This article details the newly available file and folder version restore functionality within Carbonite Safe for Mac version 2.10

Migrating from Carbonite Mac 1x to Mac 2x

To enhance the customer experience, we are providing a migration path from the legacy Mac version (1.x) to the latest version (2.x). Due to technical differences between the two versions, backups cannot be directly upgraded. As a result, customers will need to start a new backup after installing version 2.x.

Carbonite Support > Search Results