Message: “The drive ‘NAME’ has been disconnected”

Summary:

During a backup, a Carbonite alert appears with “The drive ‘NAME’ has been disconnected”.

This article applies to:

Carbonite Plans	Products	Platforms
Basic, Plus, Prime, Core, Power, and Ultimate (Not sure?)	Safe and Safe Pro (Not sure?)	Mac - View the Windows article

This alert can appear for the several reasons:

The drive is disconnected from the computer
The drive is associated with a previous computer that selected it for backup
The user signed into a different Mac user than the user that selected the drive for backup
There are hardware issues with the drive

Please reference the instructions below based on the cause to resume the backup.

If you no longer want the drive selected for backup, you can remove the drive from your backup.

Cause	Solution
The drive is disconnected from the computer	Ensure the drive is connected directly to the computer.
The drive is no longer in use and the data doesn't need to be backed up	Remove the drive from the backup.
The drive is associated with a previous computer that selected it for backup	Reselect the drive for backup.
The user signed into a different Mac user than the user that selected the drive for backup	Sign into the Mac account that selected the drive for backup.
There are hardware issues with the drive	Work with your IT person to identify and resolve any bad drive sectors, file system errors, or mechanical failures so Carbonite can detect the drive again. Alternatively, move the data to a new drive and reselect it for backup.

Carbonite Support is unable to troubleshoot drive issues. If you need help, please work with Microsoft Support or a local computer technician.

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Restore: The act of downloading your backed up files from our servers to your computer.
Back up: The act of uploading a copy of your files to our servers for safekeeping.
Backup: This is the copy of files that you've backed up to our servers.
InfoCenter: This is the Carbonite user interface on the Windows version of the product.
Carbonite Backup Drive (CBUD): this is your interface into what's in your backup and how you can restore files or remove files from your backup.
Dots: We place colored status dots on your files in order for you to quickly see what's backed up.
Frozen for safekeeping (freeze backup / frozen mode) : This is a state that you can place Carbonite in to let you safely restore your backup. While in this state, no files or changes will be backed up to our servers.