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Our product offerings have been renamed. Carbonite Home Backup is now Carbonite Safe Backup, and Carbonite Office Backup is now Carbonite Safe Backup Pro.

Difficulty Installing Carbonite

There are some cases in which the Carbonite software may not install properly on your Windows computer.

Here are some basic steps that you can take to resolve installation failures:

  1. Make sure your internet connection is working normally.
  2. Check if your device is a supported operating system.
  3. Make sure that your computer’s clock is accurate.
  4. Make sure the Carbonite installation file was downloaded within the past 24 hours.

If these steps were followed and you are still unable to install Carbonite, there may be additional steps that you need to take to install Carbonite successfully.

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General Troubleshooting

If the installation was interrupted, Carbonite may need to be removed before you can install successfully. To resolve this issue, please first uninstall Carbonite from your computer and then reinstall using the steps below.

  1. Uninstall Carbonite
    • If you are unable to uninstall Carbonite through App & Features/Control Panel, manually uninstalling Carbonite.
    • If Carbonite is not installed, proceed to Step 2.
  2. Restart your computer
  3. Reinstall Carbonite
Internet Explorer states Carbonite file is corrupt or invalid

You may encounter an error that states that the Carbonite installation files is corrupt or invalid if you use Internet Explorer. If you receive this message, follow the steps below.

  1. Click View Downloads in the warning message.
  2. Right-click the Carbonite installer and select Run anyway.
  3. In the popup that appears, click More Info.
  4. Mark the I understand the risk and want to run this app check box.
  5. Click the Run button.

Difficulty Installing with Administrator Message

While installing Carbonite, you may receive a administrator Message stating that you need to be an admin to maintain the program. If you receive this message, you may need to open Carbonite as an administrator or lower your User Account Control (UAC) settings on your computer.

Opening the Carbonite File as an Administrator

  1. Sign into your account at https://account.carbonite.com
  2. From the Computer options menu, select Reinstall Carbonite
  3. Right-click on the downloaded Carbonite installation file.
  4. Select Run as administrator.

Lowering User Account Control (UAC) settings

  1. Click the Start Menu and search “uac”
  2. Click Change User Account Control Settings
  3. Move the Slider to Never Notify
  4. Click OK to save your changes
  5. Restart your computer
  6. Reinstall Carbonite

After you have successfully installed Carbonite, you can readjust your UAC by following the same instructions.

My Security Software May Be Blocking Carbonite

A secure connection to our servers is required for Carbonite to install. If you use security software or have configured your firewall recently, you may need to make exceptions for Carbonite to connect properly.

For 64-bit Windows computers, the following exceptions may need to be added:

  • C:\Program Files\Carbonite\Carbonite Backup\CarboniteService
  • C:\Program Files(x86)\Carbonite\Carbonite Backup\CarboniteUI
  • C:\Program Files(x86)\Carbonite\Carbonite Backup\CarboniteSetup

If you have added the exceptions above and you are still unable to install Carbonite, temporarily disable your security software and then reinstall Carbonite.

  • Once Carbonite is installed, please make sure you re-enable your security software.

Additionally, Carbonite uses the following ports for installation, backup, and restore operations.

  • 25 (SMTP)
  • 53 (DNS)
  • 80 (HTTP)
  • 443 (HTTPS)

Controlled Folder Access, a Windows Defender feature, can also prevent you from installing Carbonite.

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