Carbonite Support Knowledge Base

The Carbonite Preference Pane (Mac 1x)

The Carbonite System Preference pane lets you monitor the status of your backup and choose settings for Carbonite. With the Carbonite Preference pane, you can select and deselect files for back up, restore individual files, restore all files, change Carbonite's status (e.g. paused, disabled, recover mode), and uninstall Carbonite.

The Carbonite User Interface (Mac 2x)

The Carbonite User Interface lets you monitor the status of your backup and choose settings for Carbonite. With the Carbonite User Interface, you can select and deselect files for back up, restore individual files, restore all files, change Carbonite's status (e.g. paused, disabled, recover mode), and uninstall Carbonite.

Locating the Carbonite User Interface (Mac 2x)

When Carbonite is installed on your computer, you can find Carbonite in the Apple menu bar near your system clock.

Backup Overdue for Carbonite Safe Backup Pro (Mac 1x)

If your backup is not progressing normally, restart your computer. If your backup doesn't resume after restarting the computer, you can uninstall and reinstall Carbonite to refresh its connection to our servers.

Removing Files From Your Backup (Mac 1x)

You can remove files and folders through the Carbonite System Preferences pane and the data will be removed from Carbonite within 72 hours.

Pausing and Resuming Carbonite (Mac 1x)

You can pause Carbonite from the Carbonite System Preference pane to temporarily stop Carbonite from backing up your Mac.

How to Tell What Is Backed Up (Mac 1x)

You can determine the files that are backed up through the Carbonite Preference pane, which shows colored status dots for pending and complete backups for each file and folder.

Viewing the Restore Status (Mac 1x)

You can check the progress of your restore through the Carbonite Preference pane.

Canceling a Restore (Mac 1x)

You can cancel the restore of all pending files through the Carbonite Preference pane.

How to Determine if Carbonite is Installed (Mac 1x)

When Carbonite is installed and running correctly, you will see a black padlock icon in your Apple menu. If you do not see this, you may need to unhide it from System Preferences or reinstall Carbonite.

The Backup Tab (Mac 1x)

You can review or change your backup settings, add files and folders to your backup, and view the status of your backup through the Carbonite Preference Pane.

Checking Your Backup Progress (Mac 1x)

You can check your backup progress through the Carbonite preference pane.

Finding Your Product Serial Number (Mac 1x)

Your Carbonite serial number is unique to each computer that has a Carbonite subscription and can be used to locate and access your account. Your product's serial number is located within the Carbonite Preference pane.

Manually Uninstalling (Mac 1x)

If you have trouble uninstalling Carbonite from within the Carbonite Preference pane, you can delete Carbonite's files from your computer to uninstall it manually.

Installing Carbonite Safe Backup Pro and Initial Backup Selections (Mac 1x)

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.

Low Priority Mode (Mac 1x)

By default, Carbonite backs up your files as quickly as possible without interfering with your important tasks. Placing Carbonite in Low Priority mode causes it to use less of your available bandwidth during backup, thereby freeing up bandwidth for other services.

Entering and Exiting Recover Mode (Mac 1x)

Recover Mode prevents changes from being made to your backup so you can perform a restore. If you transfer your Carbonite subscription to a new computer or replace the hard drive on your current computer, Carbonite will automatically start up in Recover Mode. Recover Mode can be enabled through the Carbonite Preference pane.

Stuck Backup and Backup Errors (Mac 1x)

If your backup appears slow or stuck on your Mac, there are steps you can take to resolve the issue.

Restoring All of Your Files for Carbonite Safe Backup Pro (Mac 1x)

You can install Carbonite on a new Mac and restore all of your files with the Carbonite System Preference pane.

Uninstalling Carbonite (Mac 1x)

You can uninstall Carbonite from an old computer if you no longer wish to backup your files or have moved your subscription to another Mac.

Known Issue: Unable to Restore Files With A Slash in the Filename (Mac 1x)

Files that contain a slash '/' in the filename will be renamed within the Carbonite backup so that the slash is replaced with a colon ':'. Removing the slash '/' character from the filename will ensure that you are able to restore the file using the Carbonite software if needed. Files in your backup that contain a slash '/' character can only be restored via Anytime Anywhere Access.

Locating the Carbonite Preference Pane (Mac 1x)

When Carbonite is installed on your computer, you can find the black Carbonite lock located in your Apple menu bar near the system clock or through Apple's System Preferences.

Determining Your Software Version (Mac 1x)

You can determine the software version for Mac 1x through the Carbonite Preference pane.

Carbonite Post-Restore Checklist (Mac 1x)

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

Starting Your Backup Over (Mac 1x)

You can remove all your files from your backup through the Carbonite System Preference pane and the data will be removed from Carbonite within 72 hours. After you do so, you can select only what you want to select for backup.

Selecting Files for Backup (Mac 1x)

This article explains how to select files for backup with the Carbonite version 1x for Mac.

Determining the Status of Your Backup (Mac 1x)

You can determine the status of your Carbonite backup through the Carbonite Preference pane.

How to Find the Email Address Associated with Your Account (Mac 1x)

You can locate the email address associated with your Carbonite account by opening Carbonite from Apple menu or by looking up additional information.

Restoring Files (Mac 1x)

You can restore files and folders through the Carbonite System Preferences pane.

Allowing Carbonite or Bomgar Through Gatekeeper

Apple's Gatekeeper may prevent you from installing Carbonite or Bomgar, but you can open System Preferences to allow Carbonite or Bomgar to be opened and installed.

Allowing Carbonite Through the Mac Firewall (Mac 1x)

If Carbonite is having trouble connecting to the Internet, you may need to configure the Mac Firewall to allow Carbonite access to the internet.

Allowing Carbonite Through the Mac Firewall (Mac 2x)

If Carbonite is having trouble connecting to the Internet, you may need to configure the Mac Firewall to allow Carbonite access to the internet.

Restoring All of Your Files for Carbonite Safe Backup Pro (Mac 2x)

You can install Carbonite on a new Mac and restore all of your files with the Carbonite interface.

Hibernation and Sleep Mode

When your computer hibernates or sleeps, your Internet connection is interrupted. This temporarily halts all backup and restore activity. Your Mac's hibernate and sleep settings can be accessed through Energy Saver. Adjusting your power settings when performing your initial backup or a restore allows Carbonite to complete the process more effectively.

Known Issue: "The username or password provided is incorrect" Error Appears Username and Password is Correct

In some cases, you may see a "The username or password provided is incorrect" error even when entering your account email and password correctly.. This is likely due to an interfering browser extension.

Finding Your Computer's Name

Carbonite uses the name of your computer to identify your backup. The computer name is different from the manufacturer's brand name, such as HP, Dell, Lenovo, etc. If your Carbonite subscription is for a computer that is no longer in service and you have multiple computers listed under your account, you can use these instructions to find the computer names for your operational computers.

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