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Difficulty Installing Carbonite
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.
This article applies to:
| Carbonite Plans | Products | Platforms |
| Basic, Plus, Prime, Core, Power, and Ultimate (Not sure?) | Safe and Safe Pro (Not sure?) | Windows – View the Mac 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.
- While uncommon, you can also check if your computer has a supported processor.
- While uncommon, confirm that you have a genuine and activated version of Windows installed.
- Restart your computer.
- Attempt to reinstall Carbonite again.
Step 2: Investigate Known Messages
The articles below describe solutions to the known messages you may encounter:
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 locations:
- C:\Program Files\Carbonite\Carbonite Backup\CarboniteService
- C:\Program Files(x86)\Carbonite\Carbonite Backup\CarboniteUI
- C:\Program Files(x86)\Carbonite\Carbonite Backup\CarboniteSetup
Depending on your security software, you may also need configure exceptions for the Carbonite ports. Please note that Carbonite support is unable to directly assist with your firewall configuration.
If you exhausted all other steps, please contact Support for further troubleshooting.
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