Carbonite Support Knowledge Base

Deleting Computers from Your Carbonite Safe Backup Pro Account

Administrators on the Carbonite Safe Backup Pro dashboard can remove computers from their account.

Transferring Carbonite Safe Between Windows and Mac

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

Known Issue: Carbonite Status Dots Don't Display on Backed Up Files

Carbonite status dots don't display on backed up files in File Explorer.

Deactivating Automatic Renewal for Carbonite Safe Backup Pro

As a Billing Owner, you can deactivate automatic renewal on your account to prevent future purchases on your Carbonite Safe Backup Pro account.

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.

File Types Carbonite Backs Up for Carbonite Safe Backup Pro

Carbonite is designed to back up all the unique and irreplaceable files on your computer. Included in your backup are your text documents, spreadsheets, financial documents, photos, music, videos, etc.

Updating to the Latest Version of Carbonite Safe Backup Pro

You can update to the latest version of Carbonite through the Carbonite InfoCenter / application if you are on a PC, or by reinstalling Carbonite if you are on a Mac.

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.

Encryption Key Password

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

Scheduling Your Backup for Carbonite Safe Backup Pro

Carbonite is always running on your computer by default. You can schedule your backup to start at a specific time or to not back up between certain hours. Creating a custom schedule will let you ensure Carbonite does not use computer resources during select times of day.

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.

Pending Invite Notification

When an administrator invites a user or another administrator to back up his or her files with Carbonite Safe Pro, the new user or administrator will receive an email with instructions on how to set up his or her account and get started. If the user or other administrator did not receive the instructions to set up his or her account, the sending administrator can take appropriate actions through the Dashboard.

Pending Install Notification

When an administrator adds a computer to another user or administrator, that user or administrator will be able to sign in to his or her account to install Carbonite on his or her computer. If a user or administrator does not install the added computer, there will be an alert within the Notifications tab.

About Fallback Policies

If a policy was incorrectly done or not correctly deployed, you will receive one of two messages in the Carbonite application. The easiest way to fix the issue is to sign into the Carbonite account to make backup policy adjustments and associate them with the account.

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.

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.

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.

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.

Message: "Getting files stopped"

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

Carbonite Windows Version Release Notes

Carbonite Version 6.5.1 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.

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.

How Your Hardware ID Works with Carbonite Installer

Carbonite will continue running if you change the hardware on your PC. If you have changed the hardware on your PC and try to deploy Carbonite to reinstall the software, it will check the Hardware ID and match determine if it already exists on the account. If it does, then it will match up the computer and reinstall. Otherwise, it will create a new computer on the account.

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.

Recovering from Crypto Viruses and Other Ransomware

CryptoLocker / Crypto Virus is a virus that encrypts your files and holds them for ransom unless you pay a fee to unlock them. If you have CryptoLocker and are unable to access your files, you should contact Carbonite Customer Care for help restoring a clean copy of your backed up files.

Resetting a Carbonite Safe Backup Pro User's Password

As a Carbonite Safe Pro administrator, you can send a password reset email to your users through the Dashboard. The email contains a link that the user can click to begin the password reset process.

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.

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.

Having Carbonite Suggest Folders to Add to Your Backup

When the Scan hard drive to back up relevant folders option within the Carbonite InfoCenter / application is selected, Carbonite will search through all the files and folders that are not selected for back up to see if any of them should be added to your backup.

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.

File Locations Excluded from Backup for Carbonite Safe Backup Pro

Carbonite does not back up files that are larger than 1TB (terabyte), or that might cause conflicts with your operating system when restored. Generally, these files will be correctly pre-installed when you upgrade the operating system on your existing computer or when you purchase a new computer.

Determining Your Software Version

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

Restoring All of Your Files for Carbonite Safe Backup Pro

You can use Carbonite's Restore Manager to restore the files in your backup to a repaired or new computer. The Restore Manager allows you to download your entire backup in the simplest manner.

The Backup Settings Page / Settings Tab for Carbonite Safe Backup Pro

Configuring Carbonite's settings lets you manage limited resources efficiently. You can change options such as which files Carbonite automatically backs up, how Carbonite uses Internet bandwidth, whether or not colored status dots are displayed on your file icons, and scheduling your backup.

Installing Carbonite Safe Backup Pro and Initial Backup Selections

After Carbonite Safe Pro Users and Administrators have completed their registration, they can sign into their account and install Carbonite Safe Pro on their computer. When installing Carbonite for the first time, you have the option to begin your backup with Automatic or Manual selections.

The Carbonite Application / Carbonite InfoCenter for Carbonite Safe Backup Pro

The Carbonite InfoCenter / application is your visual interface to view information about Carbonite's progression, as well as available options. You can set a backup schedule, restore files, manage your Carbonite account, and instruct Carbonite to use less of your Internet bandwidth. Should you run into difficulty you can also contact customer care through the Carbonite InfoCenter / application.

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.

How to Determine if Carbonite is Installed

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

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).

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.

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.

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

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

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.

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.

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