Carbonite Support Knowledge Base

Selecting Excluded File Types for Backup

You can select excluded file types for backup in the Carbonite Properties menu.

Reinstalling Carbonite Safe

You can reinstall Carbonite Safe on the same computer to update Carbonite to the latest version.

Renewing Your Carbonite Safe Subscription

You can renew your Carbonite Safe subscription to continue backing up your files.

Transferring Your Carbonite Safe Subscription to Restore Files

You can transfer your Carbonite Safe subscription to restore your files to another computer.

Transferring Carbonite Safe Between Windows and Mac

You can transfer your existing Carbonite Safe subscription from Windows to a Mac computer.

Requesting a Courier Recovery Drive for Carbonite Safe

You can request Courier Recovery to receive a copy of your backed up files on an external hard drive.

FAQ: Which Mac Version of Carbonite Do I Have?

You can determine whether you have the Carbonite 1x or 2x by the icon that appears in your Apple menu bar.

Known Issue: Carbonite Status Dots Don't Display on Backed Up Files

Carbonite status dots don't display on backed up files in File Explorer.

Storage of Data After Deleting Files from Your Computer

When Carbonite scans for files to back up, it also removes deleted files from the backup to keep it up-to-date. Depending on your plan, Carbonite removes deleted files after 30 or 60 days from the date they were deleted from the computer.

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.

Updating to the Latest Version of Carbonite Safe

You can update to version of Carbonite Safe with this article.

Pausing a Restore

You can pause your restore in progress through the Restore Manager for any reason and resume it after. We recommend that you keep your restore running uninterrupted as long as possible in order to complete your restore in the most efficient time possible.

Encryption Key Password

You can choose an optional password for your encryption key during the initial installation

Scheduling Your Backup for Carbonite Safe

Carbonite is designed to always be running. You can alternatively schedule your backup to start at a specific time or prevent backup activity between certain hours. Creating a custom schedule allows you to control when Carbonite uses your system resources.

How to Display the Carbonite Icon in the Apple Menu Bar (Mac 1x)

There's an option in the Carbonite Preference pane that toggles visibility of the Carbonite icon in the menu bar. By default, the Carbonite status icon is set to appear in your menu bar near the date and time.

Importing into Microsoft Outlook

When Carbonite restores your Microsoft Outlook data to your computer, you will need to import the data back into your Outlook program to restore your email data. This article explains how to import Outlook data. You may need to first restore your Outlook data before you can import it. Newer versions of Outlook typically store your email data in your Documents folder. Older versions of Outlook often store your emails in the AppData folder.

Difficulty Installing Carbonite

In most cases, you can install Carbonite easily from your account. However, there may be some instances where Carbonite cannot install properly on your computer.

Viewing Your Carbonite Safe Payment History

You can view your Carbonite Safe payment history through your account.

Updating to the Latest Version of Carbonite Safe (Mac 2x)

You can update Carbonite to the latest version through the update file in this article.

Disabling or Enabling Colored Dots on Files

Carbonite places colored status dots on your files and folders to indicate their backup status. Keeping the colored status dots enabled allows you to easily and quickly determine the status of your backed up files. The colored status dots can be enabled or disabled from within the Carbonite InfoCenter / application.

Downloading Your Carbonite Safe Files with Anytime Anywhere Access

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

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.

Selecting Files for Backup

Carbonite automatically selects the data associated with your computer profiles. You can select additional data by right-clicking on the file or folder and selecting Carbonite; Back this up.

Viewing the Restore Status

When Carbonite is restoring files, you can view the restore status to determine how much longer the restore may take to complete.

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.

Message: "Getting files stopped"

When attempting a restore, the restore stops with message that says "Getting files stopped"

Latest Product Versions

Carbonite Safe is available for Windows, Mac and Windows Server Operating Systems. You can upgrade to the latest version by reinstalling Carbonite from within your account.

Carbonite Windows Version Release Notes

Carbonite Version 6.4.6 is the latest version of the Carbonite product. We are sure you will like the many enhanced features. Installing and identifying your computer(s) is easier than ever. Backing up your files is simpler and there is additional information provided about the status of your backed up files. Restoring your files is now even quicker and easier with additional choices for files you would like to restore first and choosing a destination for your restored files.

Backing Up Your RoboForm Data

Carbonite will automatically back up your RoboForm data if you chose the default, Automatic setup when you installed the software. You may need to manually select this data for backup if you chose to manage your own backup during installation.

FAQ: What Is Cloud Backup?

What Is cloud backup?

Windows Defender Controlled Folder Access and Carbonite

Controlled Folder Access is a feature included in Windows Defender for the Windows 10 Fall Creator’s Update. It is designed to prevent ransomware from encrypting your files. Controlled Folder Access can prevent Carbonite from being installed or updated, and it can also prevent Carbonite from being able to back up and restore your files. At this time, it is not recommended to actively use both Controlled Folder Access and Carbonite on the same computer.

Customer Data Backup Location

Depending on the services you choose, your user data may be stored with Carbonite’s third-party cloud storage provider.

Setting Up Two Factor Authentication for Your Carbonite Safe Account

You can secure your Carbonite Safe account with two factor authentication. When enabled, it requires you to verify a security code sent to your phone when attempting to sign into your account.

Allowing Carbonite Through a Windows Application Firewall

If Carbonite is having trouble connecting to the Internet or running properly, it could be restricted by your firewall. Allowing Carbonite to connect to the Internet through the application firewall helps ensure Carbonite is able to perform its tasks successfully.

Recovering from Crypto Viruses and Other Ransomware

CryptoLocker / Crypto Virus is a virus that encrypts your files and holds them for ransom unless you pay a fee to unlock them. If you have CryptoLocker and are unable to access your files, you should contact Carbonite Customer Care for help restoring a clean copy of your backed up files.

Known Issue: Unable to Select Files for Back Up

Some files such as pictures and .PDFs can occasionally be marked as temporary files due to the nature of the software used to create or import them. Files with the temporary attribute cannot be backed up by Carbonite. In most cases, a new copy of the file can be created that would remove this attribute and allow Carbonite to select it for backup. This can be done by zipping the file with the Windows compression tool, and then unzipping it.

Virtual Machines

You can use Carbonite to back up data files located on a Virtual Machine. Files located on Virtual Machines must be visible to your computer's file management system for Carbonite to be capable of backing them up. Carbonite recommends that you do not attempt to back up the operating files of Virtual Machines.

Purchasing An Additional Carbonite Safe Subscription

You can purchase a Carbonite Safe subscription for each computer that you’d like to back up.

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.

Switching from Manual to Automatic Backup

When you first install Carbonite, you'll be given the choice between an Automatic or Advanced setup. The Automatic setup includes your user folders in your backup. If you initially selected the Advanced setup to start with nothing in your backup, you can switch to the Automatic setup from within the Carbonite InfoCenter / application.

File Types Excluded from Backup for Carbonite Safe

Carbonite does not automatically select files larger than 4GB (Gigabyte) for backup. Files that may cause conflicts with your programs or operating system when restored are excluded from being backed up.

Backing Up an Important File Right Away

By default, Carbonite backs up the first changes made to a file within 10 minutes of the file changing in each 24-hour period. Any changes made after 10 minutes will be scheduled for back up within 24 hours. You can manually instruct Carbonite to back up those changes immediately to ensure they are safe and secure on Carbonite's servers.

Determining Your Software Version

You can determine the Windows version of Carbonite you are running through the Carbonite application or from your Carbonite account.

Missing Notification Area Icon

The Carbonite icon may occasionally be hidden by your operating system due to inactivity, or because another program is preventing it from being displayed.

How to Determine if Carbonite is Installed

You can check if Carbonite installed on your computer by checking the list of apps and features.

Low Priority Mode

By default, Carbonite backs up your files as quickly as possible without interfering with other programs or services. The Low Priority option can be used to slow Carbonite down if you find it is affecting another service, such as VoIP telephony (e.g., Skype and Vonage).

How to Find the Email Address Associated with Your Account

If you forget the email address associated with your account, you can find it on the Account tab of the Carbonite InfoCenter (or on the My account page of the Carbonite application). If Carbonite has been uninstalled from your computer, there is an alternative way to retrieve your forgotten email address.

Finding Your Product Serial Number

Carbonite serial numbers are unique to each computer that has a Carbonite subscription. The serial number can be used to locate and access your account. You can find your serial number on the Account tab (or the My account page) of the Carbonite InfoCenter / application.

FAQ: What Does Carbonite Do When an Internet Connection is Not Present?

What does Carbonite do when an internet connection is not present?

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