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Our product offerings have been renamed. Carbonite Home Backup is now Carbonite Safe Backup, and Carbonite Office Backup is now Carbonite Safe Backup Pro.

On May 22 and May 24, we will be performing scheduled server maintenance which will temporarily prevent some of our users' backups and restores from progressing. Please rest assured that all backed up data will remain safe. The maintenance will complete within 24 hours, and any affected users will return to normal operation at that time. We appreciate your patience and apologize for any inconvenience this may cause.

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.

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Resetting a User's Password

As a Carbonite Safe Pro administrator, you can send a password reset email to your users through the Dashboard. The email contains a link that the user can click to begin the password reset process.

Resetting Your Password

If you're unable to sign in to your Carbonite account, resetting your password may resolve the issue.

How to Find the Email Address Associated with Your Account

If you forget the email address associated with your account, you can find it within the Carbonite Preference Pane / User Interface. If Carbonite has been uninstalled from your computer, there is an alternative way to retrieve your forgotten email address.

How to Find the Email Address Associated with Your Account

If you forget the email address associated with your account, you can find it on the Account tab of the Carbonite InfoCenter (or on the My account page of the Carbonite application). If Carbonite has been uninstalled from your computer, there is an alternative way to retrieve your forgotten email address.

Changing Your Password for Carbonite Safe Backup Pro

You can change the password associated with your Carbonite account after signing in on our website.

Changing Your Password for Carbonite Safe

You can change the password associated your Carbonite account by signing into it on our website.

Post-Recovery Instructions for Carbonite Safe Plans

You can move your files from the recovery hard drive to your computer after you connect the external hard drive to your machine. After the data has been placed onto your system, you can continue your backup and ensure that your files are selected.

Backing Up Your Email

Carbonite can back up your email if the emails are saved on your computer with a program such as Microsoft Outlook. If you access your email through a web browser (such as Internet Explorer or Google Chrome) or your email is configured through an IMAP protocol, Carbonite will not be able to back up your email. However, once you configure the emails to exist locally on your computer, Carbonite will be able to select them for backup.

Importing into Microsoft Outlook 2007

When Carbonite restores your Microsoft Outlook data to your computer, it does not import it into the program. You will need to import the data into your Microsoft Outlook program manually after restoring from Carbonite.

Post-Recovery Instructions for Carbonite Safe Backup Pro Plans

You can move your files from the recovery hard drive to your computer after you connect the external hard drive to your machine. After the data has been placed onto your system, you can continue your backup and ensure that your files are selected.

Backing Up Microsoft Outlook 2007 Data and Below

If you chose Custom setup when you first installed Carbonite, you may need to select your email data for back up manually. If you chose the Automatic setup option when you first installed Carbonite, your Outlook data files will be backed up by default.

Changing Your E-mail Address for Carbonite Safe Backup Pro

You can only change the email address associated with Carbonite after signing into your Carbonite account on our website.

Backing Up Mac Mail

You can check to see if your Mac Mail files are selected for backup through the Carbonite Preferences pane. If you chose the recommended default option (Automatically back up your 'Users' folder and Desktop) when you first installed Carbonite, your email will be backed up by default if the email files are less than 1 TB. IMAP email data should not be selected for backup because it is stored on the email provider's server and cannot be recovered via Carbonite in most cases.

Encryption Key Password

You can choose an optional password for your encryption key during the initial installation

Updating to the Latest Version of Carbonite Safe

You can update to the latest version of Carbonite with the button below.

Updating to the Latest Version of Carbonite Safe

Carbonite for Mac version 2.x can be updated to the most recent version from within the Carbonite User Interface. Carbonite for Mac version 1.x can be updated to the latest 1.x client version by reinstalling from within your account on our website. Carbonite for Mac version 1.x can not be upgraded to version 2.x at this time.

Configuring Email Notifications For CSSB 6.x Enhanced

Users can receive notifications when particular operations get completed. This option is offered for all backup sets globally.

Backing Up IncrediMail Email

If you opted to use the Automatic setup option when you installed Carbonite, Carbonite automatically selects your IncrediMail data for backup. If you chose to use the Advanced setup option when you installed Carbonite, you will need to select your IncrediMail data manually.

Importing IncrediMail Email

When Carbonite restores your IncrediMail files to your computer, it does not import them into the program. Therefore, you will need to import the files into your IncrediMail program manually after the restore has finished.

Configuring Email Notifications For CSSB 5.x & 6.x Classic

Users can receive notifications when particular operations get completed. This option is offered for all backup sets globally.

Changing Your Email Address and Personal Information for Carbonite Safe

If you get a new email service provider, you can sign into your Carbonite account to update it with your new email address.

Backing Up Your Thunderbird Data

Carbonite backs up and protects your Mozilla Thunderbird files if you selected the recommended settings when you first installed Carbonite. Otherwise, you may need to manually select them to include them in your backup.

Importing into Windows Live Mail

When Carbonite restores your Windows Live Mail files to your computer, it does not automatically import them back into your email program. After the restore has finished, you will need to import your email data into Windows Live Mail manually.

Importing into Microsoft Outlook for Mac

When Carbonite restores your Microsoft Outlook data to your computer, it does not import it into the program. After the restore has finished, you will need to import the data back into your Outlook program manually.

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.

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.

Troubleshooting Email Notification Setup Issues For CSSB 5.x & 6.x Classic

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 on the Backup page for any backup set, or by clicking Preferences; Email. CSSB email notifications can work with any properly-configured email host, including online email hosts such as Office 365. The SMTP server information provided within CSSB must be correct, and attempts to connect to the server must not be blocked by security settings, firewalls, or other means.

Backing Up Windows Live Mail

Carbonite Backs up your Windows Live Mail emails by default with the Automatic setup option. If you had chosen the Advanced setup option and selected not to include the default locations in your backup, you can still manually add your email. For your Windows Live Mail contacts to be backed up, you must first export them to your computer and then select them for backup. You are currently unable to back up your Windows Live Calendar events.

Backup Overdue for Carbonite Safe

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

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

If your backup seems slow or stuck, 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.

Backing up Microsoft Outlook 2016

With Microsoft Outlook for Mac, Microsoft recommends exporting your information from within the Outlook application before trying to back them up. Microsoft provides instructions for this process.

Backing Up Microsoft Outlook 2010/2013/2016

If you chose the Automatic setup option when you first installed Carbonite, your Outlook data files will be backed up by default. If you chose Advanced setup, you may need to select your email data for back up manually.

Backing Up Microsoft Outlook Express

If you chose the Automatic setup option when you first installed Carbonite, your Outlook data files will be backed up by default. If you chose Advanced setup, you may need to manually select your email data for back up.

Changing Your Security Questions & Answers for Carbonite Safe Accounts

You can only update your security questions through our website.

Changing Your Security Questions & Answers for Carbonite Safe Backup Pro Accounts

You can only update your security questions through our website.

How to Change the amandabackup / CarboniteUser User Password For CSSB 6.x Enhanced

The amandabackup / CarboniteUser user password can be updated within the user interface. The "Update Password" command updates the password for the amandabackup / CarboniteUser user in the product's internal MySQL database and for its background services.

How to Change the amandabackup / CarboniteUser User Password For CSSB 5.x & 6.x Classic

The amandabackup / CarboniteUser user password can be updated using the Update Password command by navigating to Preferences; Advanced; Update Password, within the user interface. This command updates the password for the amandabackup / CarboniteUser user in the product's internal MySQL database and for its background services.

Importing into Microsoft Outlook 2010/2013/2016

When Carbonite restores your Microsoft Outlook data to your computer, it does not import it into the program. As such, after the restore has finished, you will need to import the data back into your Outlook program manually.

Importing Apple Mail

Apple Mail stores messages as individual files in a specific directory. If you need to restore your Apple Mail data, we recommend restoring it to your Desktop. You can import your restored Apple Mail data into Apple Mail by following the instructions in this article.

Backing Up Entourage

You can check to see if your Entourage files are selected for backup through the Carbonite Preference Pane / Carbonite User Interface. If you chose the recommended default option, Automatically back up your 'Users' folder and Desktop, when you first installed Carbonite, your email will be backed up by default assuming the email files are less than 4GB.

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.

Carbonite Safe Backup Pro Video Tutorials

This article contains several helpful instructional videos to walk you through the fundamental functions of the Carbonite Safe Backup Pro product for Mac; from installing, to backing up your important files, to restoring them.

Creating a Backup Set For CSSB 5.x & 6.x Classic

After launching the product for the first time, you are given the choice to create a new backup set. A backup set defines the parameters for backing up a group of directories or an application. You will be able to configure your backup set by selecting what, where, how, when and for how long you want to back up.

Creating a Backup Set For CSSB 6.x Enhanced

After launching the product for the first time, you are given the choice to create a new backup set. A backup set defines the parameters for backing up a group of directories or an application. You will be able to configure your backup set by selecting what, where, how, when and for how long you want to back up.

Carbonite Safe Video Tutorials

This article contains several helpful instructional videos to walk you through the fundamental functions of the Carbonite Safe product for Mac; from installing, to backing up your important files, to restoring them.

Carbonite Safe Video Tutorials

This article contains several helpful instructional videos to walk you through the fundamental functions of the Carbonite Safe product for Windows; from installing, to backing up your important files, to restoring them.

Carbonite Safe Backup Pro Video Tutorials

This article contains several helpful instructional videos to walk you through the fundamental functions of the Carbonite Safe Backup Pro product for Windows; from installing, to backing up your important files, to restoring them.

Update to Carbonite Mobile for Android FAQ

Carbonite Mobile application will no longer back up photos and videos stored on mobile Android devices. The app will continue to offer Carbonite customers seamless access to their backed up computer files from their mobile device. Customers who have previously backed up photos/videos on their mobile device using the Carbonite Mobile app will be notified 60 days before their data is removed from our servers so that they can save a copy of their data.

Reinstalling Carbonite Safe

You can reinstall Carbonite to upgrade to the latest version of the product and transfer Carbonite subscriptions between computers. Each individual Carbonite subscription protects one computer at a time.

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