Carbonite Support > Search Results

Here's a list of articles that might help. If you don't see what you need, you can try filtering by Carbonite product and operating system or rephrase your search and try again.

Carbonite basics

You searched for "cant open carbonite." in

Search Results

Carbonite Post-Restore Checklist

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: Unable to Open Carbonite Interface

If you are encountering issues with opening Carbonite, enable the CarboniteService and attempt to open Carbonite again.

Message: "You can't open the application "*" because the Classic environment is no longer supported"

This article contains the steps required to address the error "You can't open the application "*" because the Classic environment is no longer supported".

Supported Processors for Carbonite Safe

Carbonite supports current Windows and Mac processors.

Uninstalling Carbonite (Mac 2x)

You can remove Carbonite from your computer if you no longer wish to back up your files.

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.

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.

How to Find the Email Address Associated with Your Account (Mac 2x)

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

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.

Difficulty Installing Carbonite (Mac 2x)

In some cases, Carbonite may not install properly or open correctly after downloading from the Carbonite website. You can open the Carbonite Installer file by using the Show Package Contents function in the right-click menu of Finder.

Locating the Carbonite Icon

The Carbonite icon is located in your Windows notification area / system tray at the bottom right of your screen. The Carbonite icon can be used to check the status of your backup, view and set options, and/or get assistance.

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.

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.

Viewing Duplicate Folders in the Carbonite Backup Drive

Files that are in a nested folder with the same name can be viewed in the Carbonite Backup Drive by manually typing the file path.

File Types Carbonite Backs Up for Carbonite Safe Backup Pro (Mac 2x)

Carbonite automatically backs up the files that are most important to you. By intelligently scanning your computer, Carbonite does not select unnecessary file types, which improves backup and restore speeds. However, less common user-created data can be manually added to your Carbonite backup.

File Types Carbonite Backs Up for Carbonite Safe (Mac 1x)

Carbonite is designed to back up all the unique and irreplaceable files on your computer. Included in your backup are your text documents, spreadsheets, financial documents, photos, music, etc. With the Carbonite Safe Basic plan, video files are not selected for back up by default. They need to be added to your backup manually.

File Types Carbonite Backs Up for Carbonite Safe Backup Pro (Mac 1x)

Carbonite automatically backs up the files that are most important to you. By intelligently scanning your computer, Carbonite does not select unnecessary file types, which improves backup and restore speeds. However, less common user-created data can be manually added to your Carbonite backup.

File Types Carbonite Backs Up for Carbonite Safe (Mac 2x)

Carbonite is designed to back up all the unique and irreplaceable files on your computer. Included in your backup are your text documents, spreadsheets, financial documents, photos, music, etc. With the Carbonite Safe Basic plan, video files are not selected for back up by default. They need to be added to your backup manually.

Importing Your iTunes Media

You can import your backed up iTunes music into iTunes by restoring the iTunes folder to a new location on your computer and then moving it back to the default location of your iTunes music folder.

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.

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.

Carbonite Release Notes (Mac 1x)

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

Uninstalling Carbonite Safe

You can remove Carbonite from your computer by uninstalling it. After you uninstall Carbonite, Carbonite will no longer back up your files, but your existing backup will remain safe while you have a paid subscription.

Manually Uninstalling Carbonite

If possible, we recommend using your computer's default service for uninstalling programs when uninstalling Carbonite. If you aren't able to uninstall Carbonite normally, the instructions in this article can be used to uninstall Carbonite manually. If an incomplete installation is preventing either a reinstall or an uninstall of Carbonite, we suggest you follow the steps below to remove the Carbonite program files manually.

Troubleshooting Carbonite Installer MSI Errors

When remotely deploying Carbonite to your network there are times when you can run into an error. This article will list out the most common types of errors you can run into while trying to install Carbonite through the MSI installer.

Signing Into Your Carbonite Account

You can sign into your Carbonite account to install the products and manage your account information.

Carbonite for Mac 2x and Antivirus

If you are using third-party antivirus software on your Mac, it is possible that it may slow or block your Carbonite backup. Antivirus programs will scan any processes that they do not recognize - even if they are legitimate - and can also prevent them from running altogether. In this case, you will need to configure your antivirus to allow Carbonite to function.

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.

MSG: Bare Metal Image - Operation failed. Error code = 54, Error message = Cannot get access to device or open volume

Error message: "Operation failed. Error code = 54, Error message = Cannot get access to device or open volume" during the creation of the Bare Metal Recovery Media

Difficulty Installing Carbonite (Mac 1x)

There are some cases in which the Carbonite software may not install properly on your Mac computer.

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.

Known Issue: Unable to Select Files for Back Up

Some files such as pictures and .PDFs can occasionally be marked as temporary files due to the nature of the software used to create or import them. Files with the temporary attribute cannot be backed up by Carbonite. In most cases, a new copy of the file can be created that would remove this attribute and allow Carbonite to select it for backup. This can be done by zipping the file with the Windows compression tool, and then unzipping it.

Locating Your Files After a Restore

Carbonite can restore your files to their original location or a new location of your choosing. If your files do not appear in their original locations, check your user folders (e.g. My Documents, Pictures, My Music, etc.).

Importing Your Files into Programs

In most cases, you can double-click restored files and they will open in the app that is installed on your computer. However, you will need to configure certain apps to import the restored files before you can use them as you did before.

Importing QuickBooks

If you chose the Automatic setup when installing Carbonite, your data for the current versions of QuickBooks will be backed up by Carbonite.

Locating Your Files After a Restore (Mac 1x)

Carbonite can restore files to their original location or to a location of your choice. If your files don't appear in their original locations after a restore, check your Users folders (e.g. Documents, Pictures, Music, etc.).

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.

Locating Your Files After a Restore (Mac 2x)

Carbonite can restore files to their original location or to a location of your choice. If your files don't appear in their original locations after a restore, check your Users folders (e.g. Documents, Pictures, Music, etc.).

Manually Uninstalling (Mac 2x)

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

Known Issue: An "Access Denied" Message Appears On The Backup Page When Configuring a Microsoft SQL Server Backup Set and Cannot Be Dismissed

When creating a Microsoft SQL Server backup set, "Access Denied" appears below the list of databases, near a button labelled Check Access or Allow Access.

Known Issue: Unable to Change Retention Settings

After making a change to the retention of retention settings, a saved message is returned, however when navigating back to the dashboard the retention settings are unchanged.

How to Determine if Carbonite is Installed

You can check if Carbonite installed on your computer by checking the list of apps and features.

Enabling Biometric Login for Carbonite Mobile

You can enable the biometric login setting to require your fingerprint or face ID before you can open the Carbonite Mobile app.

Transferring Your Carbonite Safe Subscription to Start a New Backup (Mac 1x)

You can transfer your Carbonite Safe subscription to another computer to start a new backup.

Restoring Previous File Versions

Carbonite keeps up to 12 versions of your changed files, so that you have multiple points in time to restore from in the event of a disaster. Review this article for more details on how Carbonite handles previous versions of your files, and how you can restore them with the Carbonite software.

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.

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.

Opening the Carbonite Interface

The Carbonite interface displays information about your backup, subscription and account. The Carbonite interface allows you to set a backup schedule, restore files, manage your Carbonite account, and instruct Carbonite to use less of your Internet bandwidth.

Reinstalling Carbonite Safe (Mac 1x)

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

Importing your Contacts in Address Book

You can restore your backed up Address Book contacts to a new location on your Mac, and then import them directly into your Address Book program.

Feedback