Carbonite Support Knowledge Base

Upgrading Your Carbonite Safe Subscription

You can upgrade your Carbonite Safe plan to a Carbonite Safe Plus or Prime subscription to backup an external hard drive, automatically back up video files, and take advantage of Courier Recovery.

Upgrading to a Carbonite Safe Backup Pro Plan

You can upgrade your Carbonite Safe Basic, Plus or Prime plan to a Carbonite Safe Backup Pro plan to backup multiple computers, drives, and servers.

Upgrading Your Carbonite Safe Backup Pro Subscription

You can upgrade your Carbonite Safe Pro subscription through the Dashboard. When you upgrade, you will receive a credit towards your upgraded subscription if there is remaining time on your current subscription.

Known Issue: Carbonite Safe Server Backup Service(s) Goes into a Bad State After Upgrading

After upgrading to a new version, CSSB service (s) goes into a bad state where the servic(s) are stopped, missing, not running, or cannot be started.

Updating to the Latest Version of Carbonite Safe

You can update to version of Carbonite Safe with this article.

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.

Updating to the Latest Version of Carbonite Safe Server Backup

You can update to the latest version of Carbonite Safe Server Backup by logging into your Carbonite account.

Updating to the Latest Version of Carbonite Safe (Mac 2x)

You can update Carbonite to the latest version through the update file in this article.

Updating to the Latest Version of Carbonite Safe Backup Pro (Mac 2x)

You can update Carbonite 2x to the latest version through the Carbonite update file in this article if Carbonite is already installed on your computer.

Special Instructions for Installing CSSB Version 5.6

Carbonite Safe Server Backup version 5.6 is intended for users on legacy operating systems where installation of the modern 6.x version is impossible. Unlike the modern 6.x version, CSSB 5.6 requires that you apply a patch before it will function correctly. You must apply the patch after any install or re-install of CSSB 5.6. This includes upgrading to 5.6 from a lower version. Review this article for more information.

Message: "Error 1722: Carbonite Safe Server Backup installation failed."

Error 1722 is a generic error that can occur during a new installation of the product or when upgrading from one version to another. This error appears when an unexpected problem occurs that the installation process cannot handle.

Known Issue: Image File Level Restore Wizard Fails to Open in VMWare environments

In Carbonite Safe Server Backup (CSSB), the File Level restore wizard for the Image backup set may not open in some VMware environments.

File Types Excluded from Backup for Carbonite Safe

Carbonite does not automatically select files larger than 4GB (Gigabyte) for backup. Files that may cause conflicts with your programs or operating system when restored are excluded from being backed up.

Known Issue: Carbonite Safe Server Backup Service(s) Goes into a Bad State

When Carbonite Safe Server Backup attempts to perform some action, such as saving a backup set, starting a backup, or changing log level, you might receive an error message stating that one of CSSB's services could not be started. However, the error can appear at any time.

Carbonite Release Notes (Mac 1x)

This article shows the release notes for latest versions of Carbonite for Mac 1x.

Importing into Microsoft Outlook for Mac

After you restore your Microsoft Outlook files with Carbonite, you can use these instructions to import the files into the Outlook program.

Carbonite Release Notes (Mac 2x)

You can view the latest Carbonite release notes in this article.

Storage Quota Exceeded for Carbonite Safe Server Backup (6.x) For CSSB 6.x Enhanced

To stop receiving this error, you must purchase additional storage, update the retention settings, or delete some data from the cloud.

Known Issue: Backup Status Hangs on "Registering" or “Temporarily unavailable” After Updating

A backup error occurs shortly after updating Carbonite from the app popups or upgrade emails.

Message: "Your subscription only supports the use of one server"

This article is intended to address false single-server errors.

Message: "The Program Can't Start Because api-ms-win-crt-*-l1-1.0.dll is Missing from Your Computer"

A required component for the Carbonite Safe Server Backup software could not install completely due to a missing Windows Update.

Carbonite Safe Server Backup Release Notes For CSSB 6.x Enhanced

Carbonite Safe Server Backup is continually updated to address issues that may impact how you use the product.

Reinstalling Carbonite Safe Backup Pro

You can reinstall Carbonite by signing into your account. Users can only reinstall computers that are associated with their username.

Reinstalling Carbonite Safe

You can reinstall Carbonite Safe on the same computer to update Carbonite to the latest version.

Reinstalling Carbonite Safe (Mac 2x)

You can reinstall Carbonite Safe on the same computer to update Carbonite to the latest version.

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 Long Does it Take to Back Up to the Cloud For CSSB 6.x Enhanced

The length of time it takes to backup to the cloud depends entirely on a number of factors. The two most important are: your backup size and your upload speed.

Limitations of the Backup to Cloud Operation

The product allows users to perform backups to disk only, backups to cloud only, or backups to both disk and cloud. The Backup to Cloud operation has a few limitations and drawbacks, when compared to the other backup types. The limitations are technical, and are largely related to the power and speed of the machine that runs the product.

Getting Started with Carbonite Safe Backup Pro

Signing up with Carbonite will keep your computer protected from accidental data loss and possible corruption. Users and administrators can be invited to join the company through the Dashboard. Once they are invited, they will receive an email with instructions on how to complete the registration. When you add a computer to a user or administrator, they will receive instructions on how to complete the installation. During the installation, you can select the Automatic setup and Carbonite will include your user folders and desktop, or you can choose to customize your options with the Advanced setup. You can add a file or folder by right-clicking on it and selecting Carbonite; Back this up. Whether you are restoring one file or all your files, Carbonite makes the process quick and easy.

Getting Started with Carbonite Safe Backup Pro (Mac 2x)

Signing up with Carbonite will keep your computer protected from accidental data loss and possible corruption. Users and Administrators can be invited to join the company through the Dashboard. Once invited, they will receive an email with instructions to complete the registration. When you add a computer to a User or Administrator, they will receive instructions to complete the installation. During the installation, you can select the automatic setup for Carbonite to include your user folders and desktop, or you can choose to customize your setup options. You can add a file or folder through the Carbonite application. Whether you are restoring one file or all of your files, Carbonite makes the process quick and easy.

Determining the Status of Your Backup (Mac 2x)

You can determine the status of your Carbonite backup through the Carbonite icon or the Carbonite User Interface.

Determining the Status of Your Backup (Mac 1x)

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

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.

Managing Your Bandwidth For CSSB 6.x Enhanced

By default, Carbonite Safe Server Backup (CSSB) attempts to transfer data to and from the cloud at the maximum possible speed. Hence, CSSB always attempts to use the maximum bandwidth you have available. If you wish to specify the maximum bandwidth CSSB should use for the upload and download of data, you can do so through the Dashboard.

Best Practices for Customers with Low Bandwidth For CSSB 6.x Enhanced

For customers whose backups will take a very long time due to low bandwidth, large amounts of data, or both, extra precautions should be taken to ensure that backups function as smoothly as possible. Customers can adhere to certain best practices designed to make very large, long-running backups easier and more likely to complete on time.

How to Speed up Your Backup and Restore

The speed of your Internet connection is the primary factor for how fast you can back up or restore your files. Your backup and restore speed will also depend on the speed of your computer, the amount of data selected for backup/restore, and the amount of strain your other programs and services have on your internet connection.

Restore Speed

Recovering small amounts of data (a few files here or there) usually takes only a few seconds or minutes. Restoring all of your data will take longer depending on how much data you have and the speed of your ISP.

Managing Your Private Encryption Key for Carbonite Safe Backup Pro

During the initial installation, Carbonite Safe Backup Pro allows you to manage your own encryption key for Windows computers.

Number of Successful Full Backups to Retain For CSSB 6.x Enhanced

A retention policy controls the period of time that a backup is kept. By default, Carbonite Safe Server Backup (CSSB) uses a cycle-based retention policy. A backup cycle is defined as a full backup and all associated incremental or differential backups. When a new full backup completes, the oldest excess backup cycle is removed within 24 hours. You can control how many old backup cycles to keep.

Advanced Options (CSSB 6.x) For CSSB 6.x Enhanced

On the Advanced page, the Global Settings allow you to set options for Data Transfer and Networking, Retention Policy Enforcement, directories used for backup and restore operations, and the ability to update the amandabackup / CarboniteUser user password.

Storage Quota Exceeded for Carbonite Safe Server Backup (5.x) For CSSB 5.x & 6.x Classic

To stop receiving this error, you must purchase additional storage, update the retention settings, or delete some data from the cloud.

Managing Your Bandwidth For CSSB 5.x & 6.x Classic

By default, Carbonite Safe Server Backup (CSSB) attempts to transfer data to and from the cloud at the maximum possible speed. Hence, CSSB always attempts to use the maximum bandwidth you have available. If you wish to specify the maximum bandwidth CSSB should use for the upload and download of data, you can do so by navigating to the Preferences; Bandwidth Management menu bar in the user interface.

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