Carbonite Support > CryptoLocker / Crypto Virus & ...

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

CryptoLocker / Crypto Virus & Other Ransomware

  • This article is for Windows only
  • If your computer is backed up with Carbonite and you suspect it might be infected by a virus or ransomware, do not pay the ransom. Carbonite can help you restore clean versions of your files after they’ve been infected with ransomware. Our ransomware recovery team is available from 8:30am to 7pm EST, Monday through Saturday.

What Is the CryptoLocker Virus

CryptoLocker is a powerful virus designed to extort money from unsuspecting victims. This virus locks the files on your computer and effectively holds them for ransom unless you pay a fee to unlock them.

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How to Determine if You Have the CryptoLocker Virus

If you have the CryptoLocker virus on your computer, a pop-up like the one below will appear and report that your files are locked.

You will also be unable to open or access your files.

If both of these symptoms are appearing on your computer, it is very likely that your computer is infected with the CryptoVirus. CryptoVirus activity modifies the files as it locks them. These changes mark the files as having been updated. This causes Carbonite to back up the infected (locked) versions of these files.

How to Recover from the CryptoLocker Virus

If you have suffered from the CryptoLocker virus and need to regain access to your files, you will need to contact Carbonite Customer Care for further assistance. However, there are a few things you should do beforehand to facilitate a successful recovery:

  • If you can still operate the infected computer, please set Carbonite to Recover Mode or unininstall Carbonite (Uninstalling Carbonite Safe | Uninstalling Carbonite Safe Pro) to protect your backup.
  • Make sure that you have completely removed the virus from your computer. Restoring uninfected files from Carbonite will not remove the virus from any other infected files that are already on your computer, and the virus will continue to spread.
    • If you would like assistance with removing the virus, please contact our partner Support.com at
      1-866-314-1159.
  • Once the virus is removed, please make sure you have access to the computer before contacting Customer Care. Your Customer Care specialist will need to perform some work on the disinfected computer as part of the recovery process.

After taking the above precautions, you are ready to contact Carbonite Customer Care to initiate your recovery.

  • Crypto-Recovery Team Hours: 8:30am to 7:00pm EST, Monday through Saturday
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