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Determining the Status of Your Backup on Windows
You can check the status of your backup through the Carbonite application.
Known Issue: After Windows System Recovery Carbonite May Stop Backing Up
In rare cases, a Windows System Restore may downgrade Carbonite to an older version or stop the backup from working.
Configuring Full Disk Access for Carbonite (Mac 1x)
With the release of macOS Catalina, Carbonite must be granted access to Full Disk Access to allow the backup and restore of your files.
Stuck Backup and Backup Errors
Carbonite backs up your computer automatically. However, there may be some instances that prevent Carbonite from backing up your computer properly.
Backup Overdue for Carbonite Safe Backup Pro
If your backup is not progressing normally, reboot your computer. Rebooting often resolves minor backup issues and allows Carbonite to connect to our servers. When the computer powers back on, allow all startup processes to complete before attempting to open and check Carbonite. If your backup doesn't resume after rebooting the computer, you can uninstall and reinstall Carbonite to refresh its connection to our servers.
Backup Overdue for Carbonite Safe Backup Pro (Mac 2x)
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.
Backup Overdue for Carbonite Safe (Mac 2x)
Carbonite will automatically send out backup overdue emails if your computer hasn't connected to Carbonite within 14 days.
Backup Overdue for Carbonite Safe
Carbonite will send backup overdue emails if your computers have not backed up after 14 days. You can restart your computer or reinstall Carbonite to resume backing up or ignore the notices if you shut down the computer for that time.
Troubleshooting a Stuck or Slow Backup (Mac 2x)
If your backup appears slow or stuck on your Mac, there are steps you can take to resolve the issue.
Known Issue: Multiple Drives Appear in Anytime Anywhere Access
You may see multiple drives that appear that were not selected for backup when viewing files with Anytime Anywhere Access.
Requesting a Courier Recovery Drive for Carbonite Safe Backup Pro
Courier Recovery is the process of contacting Carbonite, working with a Recovery Specialist to retrieve your backup, and receiving a form of media (DVD, external hard drive, etc.) with a copy of your backed up files to your address via mail for a $175.99 fee per computer.
System Requirements for Carbonite Safe Server Backup For CSSB 5.x & 6.x Classic
The current version of the product works for Windows XP (Home or Pro) with SP2 or higher, Windows Vista, Windows 7, Windows 8, Windows 8.1, Windows 10, Windows Small Business Server 2003, Windows Server 2003 SP2, Windows Server 2003 R2, Windows Small Business Server 2008, Windows Server 2008, Windows Server 2008 R2, Windows Small Business Server 2011, Windows Server 2012, and Windows Server 2012 R2 operating systems.
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.
Checking Your Backup Progress
When Carbonite finishes backing up a file, the status indicator in the Carbonite application will update. If Carbonite does not appear to be moving, it is most likely backing up a large file.
Message: "Carbonite Safe Server Backup Controller and/or Carbonite Safe Server Cloud Controller Could not be Started Because Another Program is Using The Same Port" For CSSB 6.x Enhanced
When the product attempts to perform some action, such as saving a backup set, starting a backup, or changing log level, you might receive an error message. However, the error can appear at any time. One of the errors could be as follows: Carbonite Safe Server Backup Controller could not be started because another program is using the same port, Carbonite Safe Server Cloud Controller could not be started because another program is using the same port, Carbonite Safe Server Backup Controller and Carbonite Server Cloud Controller could not be started because another program is using the same port.
Message: "Smart Installer has Stopped Working"
The Smart Installer for Carbonite Safe Server Backup (CSSB) ensures the computer has CSSB’s prerequisites installed and updates the CSSB software to the latest available version. The Smart Installer is compatible only with modern operating systems.
Message: "Please retry the version update. There was an error when we tried to update Carbonite Safe Server Backup..."
A banner appears at the top of the CSSB client that says “Please retry the version update. There was an error when we tried to update Carbonite Safe Server Backup. Please try again. (CSSB will restart as part of the update process).” It looks like the banner cannot be closed.
Message: "The backup archive could not be read"
While performing an upload from disk, either as part of a Backup to Disk and Cloud operation or following a Backup to Disk operation, you could experience backup issues. If the upload to disk fails, the following error message will appear: The backup archive could not be read. Please verify that the disk is connected and in good health.
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.
System Requirements for Carbonite Safe Server Backup (CSSB 6.x) For CSSB 6.x Enhanced
The current version of the product works for Windows 7, Windows 8, Windows 8.1, Windows 10, Windows 11, Windows Small Business Server 2008, Windows Server 2008, Windows Server 2008 R2, Windows Small Business Server 2011, Windows Server 2012, Windows Server 2012 R2, Windows Server 2016, Windows Server 2019, and Windows Server 2022 operating systems.
Message: "One or more of the VSS writers required for backup have failed"
If a VSS Writer's status is unstable while attempting to perform a backup, you will receive an error message stating Writers status is not stable. Try after restarting application Writer service.
Migrating from Carbonite Mac 1x to Mac 2x
To enhance the customer experience, we are providing a migration path from the legacy Mac version (1.x) to the latest version (2.x). Due to technical differences between the two versions, backups cannot be directly upgraded. As a result, customers will need to start a new backup after installing version 2.x.
Known Issue: Backups Fail with the Error "Could not write to disk"
While performing a Backup to Disk, the backup will fail with the error "Could not write to disk", if the disk becomes inaccessible for any reason.
Carbonite Post-Restore Checklist (Mac 2x)
This checklist will assist you with performing post-restore functions to get your data where it needs to be and resume your backup.
Known Issue: CSSB Process Crashes with "MSVCR*.dll" Application Error
Most often, one of the product's processes crashes when a backup, upload, download, restore, or any other Carbonite Safe Server Backup (CSSB) operation fails, usually with the operation failed unexpectedly error message.
FAQ: How to Install CSSB if the Smart Installer Does Not Work?
If the Smart Installer does not work, an unhealthy NET Framework may be the cause. Please repair the .NET Framework or run the Smart Installer on another computer and transfer the full .EXE file.
Difficulty Installing Carbonite
In most cases, you can install Carbonite easily from your account. However, there may be some instances where Carbonite cannot install properly on your computer.
Carbonite Errors Due to System Time Inaccuracy
Microsoft's Windows Time Service is used to manage the Network Time Protocol (NTP) on Windows. If this service is disabled or broken, it may prevent many of your services from running properly, including Carbonite. To correct these potential issues, you must change the setting for Windows Time Service in the Services snap-in of the Microsoft Management Console.
Backing Up Files on an External Hard Drive (Mac 1x)
You can use Carbonite to back up files on an external hard drive from Carbonite within the Apple System Preferences.
Importing Family Tree Maker Data
Family Tree Maker stores its data in separate file types, depending on the type of data recorded. If you need to restore your Family Tree Maker data, Carbonite recommends restoring these files to your Desktop. You can import your restored Family Tree Maker data back into Family Tree Maker with these instructions.
Message: "Windows could not start the Carbonite * Service on Local Computer. Error 1067: The process terminated unexpectedly."
A CSSB service fails to to start with "Windows could not start the Carbonite * Service on Local Computer. Error 1067: The process terminated unexpectedly."
Difficulty Installing Carbonite (Mac 1x)
There are some cases in which the Carbonite software may not install properly on your Mac computer.
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