Difficulty Installing Carbonite (Mac 2x)
Summary:
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.
Note: For large backups, the “Downloading Backup Information” message can appear for 10-15 minutes before it installs as normal.
This article applies to:
Carbonite Plans | Products | Platform | Version |
Basic, Plus, Prime, Core, Power, and Ultimate (Not sure?) | Safe and Safe Pro (Not sure?) | Mac | 2.x (Not sure?) - View the 1.x article |
Solution:
The sections below are collapsible. Click the section below that matches your operating system.
Step 1: Perform Basic Troubleshooting
- Confirm that your computer has a supported operating system.
- Restart your computer.
- Attempt to reinstall Carbonite again.
- If you have issues opening the file:
- Right-click the downloaded Carbonite installer file and click Show Package Contents.
- Double-click CarboniteInstall.
- Right-click the downloaded Carbonite installer file and click Show Package Contents.
Step 2: Investigate Known Messages
The articles below describe solutions to the known messages you may encounter:
- Message: “The Carbonite installer has expired”
- Message: “Carbonite is trying to add a new helper tool”
- Known Issue: Carbonite Install Fails at “Registering…”
Step 3: Further Troubleshooting
In rare cases, your security software may prevent Carbonite from installing. To resolve this, work with your antivirus provider to whitelist the following location:
- /Macintosh HD/Applications/Carbonite
Depending on your security software, you may also need to configure exceptions for the Carbonite ports.
If you exhausted all other steps, please contact Support for further troubleshooting.