Carbonite Support Knowledge Base

Carbonite Cancellations and Refunds

To cancel your Carbonite subscription, deactivate automatic renewal to prevent future renewals. After your plan is expired for 30 or 60 days, your backed up data will be permanently removed from Carbonite and Carbonite will no longer function on your computer.

Canceling a Restore For CSSB 6.x Enhanced

You can cancel your restore in progress from the Backup Details page.

Canceling a Restore (Mac 2x)

You can cancel the restore of all pending files through the Carbonite User Interface.

Canceling a Restore (Mac 1x)

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

Stopping a Restore

You can cancel a restore through the Restore Manager. Unrestored files in the restore queue will not be downloaded until you start another restore.

Deactivating Automatic Renewal for Carbonite Safe

Customers enrolled in automatic renewal can log into their Carbonite account and deactivate it at any time. If you wish to cancel your subscription, you may simply ignore the email notifications you receive regarding account expiration.

Message: "Alert: Carbonite has been unable to send your customer support request for the past 24 hours..."

When attempting to install Carbonite, the following message appears: "Alert: Carbonite has been unable to send your customer support request for the past 24 hours. Click "Retry" to try again, or click "Cancel and email your request to customer support winsupport@carbonite.com."

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.

Changing Your Automatic Renewal Status for Carbonite Safe Backup Pro

You can change your automatic renewal status at any time through your Carbonite account.

Message: “CarboniteAlerts is damaged and can't be opened."

After updating to MacOS Ventura, you may start to see continuous pop-ups reporting that the “CarboniteAlerts” is damaged and cannot be opened. Interacting with the window will report a second error and then repeat the pop-ups.

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.

Deactivating Automatic Renewal for Webroot Business Endpoint Protection Antivirus

You can deactivate automatic renewal for your Webroot Business Endpoint Protection Antivirus add-on that was purchased with Carbonite to prevent future renewals.

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.

Restoring an Oracle Server For CSSB 5.x & 6.x Classic

The product supports the restore of Oracle databases to the same server or to an alternate server. Oracle restores require access to the SQL*Plus utility that is included with the Oracle database.

Restoring a Hyper-V For CSSB 6.x Enhanced

The product supports the restore of Hyper-V hosts and hosted virtual machines on Windows 2008, and Windows 2012. You can restore individual virtual machines to their original location or to an alternate location.

Known Issue: Backup Failed for Too Many Files For CSSB 6.x Enhanced

If you receive an error message stating the backup failed for too many files, you can adjust certain settings in the user interface and on your computer. This problem can be caused by many different things such as files being opened, locked, in-use and located on a network drive, or the VSS snapshot not been able to be created.

How to Use the Delete All Backups Finished Before Function For CSSB 6.x Enhanced

The Delete All Backups Finished Before... function is the best way to delete large amounts of data. It can also be used to delete data that was uploaded from other machines on your account, even if those machines are no longer in service.

Known Issue: Backup Failed for Too Many Files For CSSB 5.x & 6.x Classic

If you receive an error message stating the backup failed for too many files, you can adjust certain settings in the user interface and on your computer. This problem can be caused by many different things such as files being opened, locked, in-use and located on a network drive, or the VSS snapshot not been able to be created.

Known Issue: Cloud Only Backup Fails with “Unable to resume because backup run was not found”

If you have a cloud-only backup set and encounter an error stating “Unable to resume because backup run was not found” or similar, this error indicates that CSSB has attempted to resume an old backup. The error can safely be ignored, but can also be resolved by deleting the affected backup set from within CSSB, preserving its backups, and then reimporting the backup set.

Message: "Backup runs were previously deleted from the dashboard"

This article overviews the “Backup runs were previously deleted from the dashboard” error. If you encounter this error on a backup set, it will need to be deleted from within CSSB, its backups preserved, and then the backup set re-imported.

Message: "Cloud communication error [CLOUD_ERROR_ExpiredToken]"

A security certificate has expired and must be replaced within the Carbonite Safe Server Backup (CSSB) client.

Changing Your Email Address for Your Carbonite Safe Account

You can sign into your Carbonite Safe account to update your email address.

Troubleshooting Email Notification Setup Issues For CSSB 6.x Enhanced

Carbonite Safe Server Backup is capable of sending emails after any operation completes with a success, warning, or failure status. CSSB does not have a central email server which sends these notifications. To receive notifications, each user must fill in their own SMTP server information. This can be done by clicking Configure Email Notifications within the Notifications section.

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.

Starting Your Backup Over

You can start your backup over by deselecting all files from within your Carbonite Backup Drive and reselecting only the locations you wish to back up. Any file not reselected for back up will be removed from our servers within 72 hours.

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.

Moving Carbonite Safe to Another Windows Computer

You can transfer your Carbonite Safe subscription from your old computer to your new or repaired computer to restore your files or start a new backup.

Storage of Data After Expiration

Carbonite keeps your backed up data on our servers for a limited time after expiration in case you decide to continue with your coverage Depending on your expired account status, Carbonite will permanently remove your backed up data after 30 or 60 days.

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