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Welcome CrashPlan for Home customers! Please refer to these Frequently Asked Questions (FAQs) to help with your transition to Carbonite.
If you are not a CrashPlan for Home customer, please search or browse our Knowledge Base for assistance.

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

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 Your Password

For Windows and Mac - Personal and Office and Server Products

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

Changing Your Password for Carbonite Safe

For Windows and Mac - Personal Products

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

How to Find the Email Address Associated with Your Account

For Windows - Personal and Office Products

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.

How to Find the Email Address Associated with Your Account

For Mac - Personal and Office Products

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.

Post-Recovery Instructions for Carbonite Safe Plans

For Windows - Personal Products

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.

Resetting a User's Password

For Windows and Mac and Customer Portal - Office Products

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.

Encryption Key Password

For Windows - Personal and Office Products

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

Unencrypting Your Courier Recovery Drive

For Windows and Mac - Personal and Office Products

You have received your Courier Recovery from Carbonite. There are two ways to retrieve your data from the drive you have received.

Backing Up Your Email

For Windows - Personal Products

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 IncrediMail Email

For Windows - Personal and Office Products

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.

Backing Up IncrediMail Email

For Windows - Personal and Office Products

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.

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

For Windows - Server Products

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

Configuring Email Notifications For CSB 6.x Enhanced

For Windows - Server Products

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

Post-Recovery Instructions for Carbonite Safe Backup Pro Plans

For Windows and Mac - Office Products

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.

Importing into Microsoft Outlook 2007

For Windows - Personal and Office Products

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.

Troubleshooting Email Notification Setup Issues For CSB 6.x Enhanced

For Windows - Server Products

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 CSB 5.x & 6.x Classic

For Windows - Server Products

Carbonite Server Backup is capable of sending emails after any operation completes with a success, warning, or failure status. CSB 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. CSB email notifications can work with any properly-configured email host, including online email hosts such as Office 365. The SMTP server information provided within CSB must be correct, and attempts to connect to the server must not be blocked by security settings, firewalls, or other means.

Changing Your E-mail Address for Carbonite Safe Backup Pro

For Windows and Mac - Office and Server Products

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

Changing Your Email Address and Personal Information for Carbonite Safe

For Windows and Mac and Customer Portal - Personal Products

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 Mac Mail

For Mac - Personal and Office Products

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.

Backing Up Microsoft Outlook 2007 Data and Below

For Windows - Personal and Office Products

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.

Importing into Windows Live Mail

For Windows - Personal and Office Products

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.

Backing Up Your Thunderbird Data

For Windows - Personal and Office Products

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 Microsoft Outlook for Mac

For Mac - Personal and Office Products

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.

How to Update the amandabackup / CarboniteUser User Password For CSB 6.x Enhanced

For Windows - Server Products

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 Update the amandabackup / CarboniteUser User Password For CSB 5.x & 6.x Classic

For Windows - Server Products

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.

Changing Your Password for Carbonite Safe Backup Pro

For Windows and Mac - Office and Server Products

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

Backing Up Windows Live Mail

For Windows - Personal and Office Products

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.

Changing Your Security Questions & Answers for Carbonite Safe Accounts

For Windows and Mac - Personal Products

You can only update your security questions through our website.

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

For Windows and Mac - Office and Server Products

You can only update your security questions through our website.

Backup Overdue for Carbonite Safe

For Windows - Personal Products

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.

Importing into Microsoft Outlook 2010/2013/2016

For Windows - Personal and Office Products

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.

Backup Overdue for Carbonite Safe Backup Pro

For Windows - Office Products

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.

Backing Up Microsoft Outlook Express

For Windows - Personal and Office Products

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.

Backing up Microsoft Outlook 2016

For Mac - Personal and Office Products

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

For Windows - Personal and Office Products

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 Entourage

For Mac - Personal Products

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.

Importing Apple Mail

For Mac - Personal and Office Products

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.

Troubleshooting Carbonite Installer MSI Errors

For Windows - Office Products

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.

Creating a Backup Set For CSB 6.x Enhanced

For Windows - Server Products

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 CSB 5.x & 6.x Classic

For Windows - Server Products

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.

Getting Started with Carbonite Server Backup For CSB 6.x Enhanced

For Windows - Server Products

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. After launching Carbonite Safe Server Backup for the first time, you will be able to configure your backup set by selecting what, where, how, when and for how long you would like to back up. CSSB supports the backup of NTFS file systems, ReFS file systems, Windows system state, Microsoft SharePoint, Microsoft Exchange server, SQL server, MySQL server, Oracle server, Hyper-V hosts and hosted virtual machines, and Bare Metal images. Carbonite Safe Server Backup supports full, differential and incremental backups. Whether you are restoring your data to the original backed up computer or to a different computer, Carbonite Safe Server Backup makes the process quick and easy.

Updating to the Latest Version of Carbonite on macOS High Sierra

For Mac - Personal and Office Products

Apple’s new macOS High Sierra includes a major change with the addition of their new Apple File System (APFS). This article contains details about how this change impacts your Carbonite service.

Troubleshooting Mirror Image Backup

For Windows - Personal Products

If Carbonite detects that your Mirror Image has not made a snapshot for at least 7 days, you might have to re-install the Mirror Image program.

Restoring Files Backed Up from an Android Device

For Windows and Mac and Android and iOS - Mobile App Products

You can restore files backed up from Carbonite-protected Android devices a number of different ways, including using a Windows or Mac computer, an iOS device, or another Android device.

What is the amandabackup / CarboniteUser User For CSB 6.x Enhanced

For Windows - Server Products

Upon installation, the product creates a new local user named amandabackup / CarboniteUser with administrator privileges. For fine-grained access control, the product uses amandabackup / CarboniteUser for performing all backup related tasks.

Storage Quota Exceeded for Server Backup For CSB 6.x Enhanced

For Windows - Server Products

Each Carbonite Safe Server Backup account has a storage quota. CSSB, in most cases, will not allow you to upload data beyond this quota amount. If your upload is larger than the available storage, you may receive errors stating you have exceeded your storage quota or there is insufficient storage to upload this backup to the cloud. This problem can be resolved by purchasing additional storage or deleting some of your backups.

How to Make amandabackup / CarboniteUser a Domain User For CSB 6.x Enhanced

For Windows - Server Products

Carbonite Safe Server Backup creates the amandabackup / CarboniteUser user during installation. This user is used for backup and restoration, and is critical to the process. The amandabackup / CarboniteUser user is created on the domain by default if a domain is detected. Users can choose to create the user locally instead. If no domain is detected, amandabackup / CarboniteUser is created locally.

How to Use External or Mapped Network Drives with CSB For CSB 6.x Enhanced

For Windows - Server Products

External drives and network mapped drives can be used with the product for storage of backup data. The product can also perform backups of data on an external or network mapped drive.

Recovery of a Windows 7 Computer For CSB 6.x Enhanced

For Windows - Server Products

You can use the product to perform a Windows system state and Windows file system recovery of a computer running Windows 7.

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