Carbonite Support Knowledge Base

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.

Determining the Status of Your Backup on Windows

You can check the status of your backup through the Carbonite application.

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.

Determining Your Software Version

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

Windows Firewall

Computer security programs (anti-virus and/or firewall) may block the installation and normal operations of programs like Carbonite. Fixing these issues is easy and allows Carbonite to run at peak performance. Configuring Windows Firewall to allow Carbonite access to the Internet will decrease the chance of slow/erroneous backups and faulty installations.

Backing Up Your Google Chrome Bookmarks

Your Google Chrome bookmarks will be backed up by default if you chose to let Carbonite manage your backup selections during installation

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.

How to Determine if Carbonite is Installed

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

Known Issue: Installing Carbonite on a Cloned Computer Transfers Subscription and Deactivates Carbonite on Original Computer

Every Windows computer connected to a network is assigned a unique Security Identifier/System ID (SID). The SID is a security feature used to identify an object such as a user or group of users in a network. When you clone your original computer to a different computer, both computers will have the same SID. This could cause issues with our software.

Carbonite Icon Notification Area Meanings

The Carbonite icon displays information about your Carbonite backup at a glance.

Message: "To get files from other accounts, please sign in as an administrator."

When attempting a restore as a non-administrator within the Restore Manager, Carbonite displays a message stating: "To get files from other accounts, please sign in as an administrator."

Backing Up Your Firefox Bookmarks

Carbonite does not back up your Mozilla Firefox bookmarks by default when Carbonite is managing your backup. Your Firefox bookmarks are saved in a folder on your computer entitled Bookmarkbackups and are able to be imported back into your Firefox web browser.

Importing Google Chrome Bookmarks

Your Google Chrome bookmarks are saved in a file on your computer called Bookmarks and can be imported back into your Google Chrome web browser if necessary.

Importing Firefox Bookmarks

Your Firefox bookmarks are saved in a folder on your computer called Bookmarkbackups and can be imported back into your Firefox web browser.

Configuring Windows Update

Windows Updates are set to install automatically by default on most versions of the Windows operating system. Installing Windows Updates can cause the computer to restart. If the computer restarts during a Carbonite restore, it could significantly increase restore time. Carbonite recommends configuring automatic Windows Updates during long restores to prevent interruptions and reduce the overall restore time.

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.

Stopping a Restore

You can cancel a restore through the Restore Manager. Unrestored files in the restore queue will not be downloaded until you start another restore.

Restricting Access to the Administrator Group

User access to Carbonite can be restricted through Windows Explorer so that only users in the Administrator group can perform Carbonite operations on the computer.

Importing Your Sticky Notes

You can easily restore your backed up Sticky Notes data file through the Carbonite Backup Drive. The only way to import your restored Sticky Notes data file is to move it to the correct location on your computer.

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.

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.

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.

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.

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.

Carbonite Post-Restore Checklist

This checklist will assist you with performing post restore functions to get your data where it needs to be and resume your backup.

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.

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.

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).

Pausing and Resuming Carbonite

Pausing Carbonite causes it to stop uploading your files to the Carbonite servers. Carbonite will continue to scan your computer for changes while paused. You can pause Carbonite for an increment of time. Carbonite can be paused to free up system resources for immediate use by another service or delay back up until a later time.

How To See If Your Windows User is an Administrator

Certain features and options in the Carbonite software require your Windows user to be an administrator before you can use them. You can check to see if your Windows user is an administrator by accessing the Windows Control Panel.

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.

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

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

Security Certificate Expired

If a 'Security Certificate has Expired' pop-up notification is displayed during installation, check your computer's system clock. This message appears if the system clock is not set to the current time. You should be able to install correctly after correctly setting your system clock.

Storage of Data After Expiration

Carbonite keeps your backed up data on our servers for a limited time after expiration in case you decide to continue with your coverage Depending on your expired account status, Carbonite will permanently remove your backed up data after 30 or 60 days.

Difficulty Backing Up Drives Encrypted by Software

While enabled, disk encryption programs prevent Carbonite from performing backup operations.

Viewing Hidden Files and Folders

Windows hides some files and folders by default. You can un-hide hidden files and folders if you need to select additional user-created data for backup.

Importing Your Thunderbird Data

After performing a restore, you will need to import your email and contact data back into the Mozilla Thunderbird program in order to use it.

Transferring Carbonite Safe Between Windows and Mac

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

Encryption Key Password

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

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.

Message: "Getting files stopped"

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

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.

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.

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.

Changing Your Carbonite Backup Nickname

You can change the nickname of your Carbonite backup to make it easier to distinguish from other backups on your account.

High CPU Usage

Carbonite runs in the background of your system so it doesn't interfere with your computer's normal processes. If Carbonite is using a high percentage of your CPU, the most common cause is that it is struggling to access areas on the hard drive that may not be working correctly. This problem can usually be repaired by a utility that comes installed on your computer.

Carbonite Compression

Carbonite compresses your data in order to save space and reduce transmission time. This compression happens via compressed loopback device or cloop.

Backing Up Your Internet Explorer Favorites

Your Internet Explorer favorites are saved as individual files on your computer. If you chose to let Carbonite manage your backup during installation, your Internet Explorer favorites will be backed up by default.

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