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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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Switching from Carbonite Safe to Carbonite Safe Backup Pro

For Windows and Mac - Personal Products

You can upgrade your Carbonite Safe subscription to Carbonite Safe Backup Pro at any time while your subscription is active. Carbonite Safe Pro gives you access to additional features, including the ability to back up files on a Windows Server or Network Attached Storage device. You'll also gain access to a web-based admin console that allows you to manage users and add computers to your account, as well as our complimentary valet install service. When you convert to Carbonite Safe Pro, you'll receive credit for the remaining time on your current Safe subscription to offset the price of upgrading to Carbonite Safe Pro. You won't lose your existing backup when switching to Carbonite Safe Pro. Your data will be migrated to your new Carbonite Safe Pro subscription. Once you switch to Carbonite Safe Pro, you will be unable to switch back to Carbonite Safe.

Backing Up Mail on Windows 10

For Windows - Personal and Office Products

Carbonite backs up Microsoft 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.

System Requirements For CSB 5.x & 6.x Classic

For Windows - Server Products

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.

Reinstalling Carbonite Safe Backup Pro

For Windows and Mac - Office Products

You can reinstall Carbonite by signing into your account. Users can only reinstall computers that are associated with their username.

Reinstalling Carbonite Safe

For Windows - Personal Products

You can reinstall Carbonite to refresh the connection to our backup servers, upgrade to the latest version of the product, or transfer Carbonite subscriptions between computers. Carbonite can be reinstalled through the Carbonite website.

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.

Supported Operating Systems for Carbonite Safe

For Windows and Mac - Personal Products

The current version of Carbonite Safe works for Windows 7, Windows 8, Windows 8.1, Windows 10, and Mac OS X 10.7 and above.

Supported Operating Systems for Windows

For Windows - Personal and Office Products

Resolving Error Unpacking Main Program File for Carbonite Safe Backup Pro

For Windows and Customer Portal - Office Products

When upgrading or reinstalling Carbonite, you may receive an error that Carbonite cannot unpack the main program file. The easiest way to resolve this issue is to log off and log back onto your system, then reinstall Carbonite.

Partner Program

For Windows and Mac - Personal Products

Carbonite's Partner program is designed for individuals intending to sell and possibly manage backup services for their clients. More information about the program is available at the Carbonite Partner page.

CSB Frequently Asked Questions For CSB 6.x Enhanced

For Windows - Server Products

Carbonite Safe Server Backup Frequently Asked Questions

Protecting Your Carbonite Safe Backup Pro Data if Your Computer is Lost or Stolen

For Windows and Mac - Office Products

If your computer is lost or stolen, Carbonite will keep the data for 30 days even if the data on the computer is deleted and a new backup runs. You can configure Carbonite to avoid the risk of data loss and take measures to prevent your Carbonite account from being compromised.

CSB Frequently Asked Questions For CSB 5.x & 6.x Classic

For Windows and Customer Portal - Server Products

Carbonite Server Backup Frequently Asked Questions

Migrating from Windows XP to a Newer Windows Operating System for Carbonite Safe Backup Pro

For Windows - Office Products

Microsoft has ended all support of Windows XP. Please follow Microsoft's recommended upgrade process to remain protected. Once you have upgraded and transferred data using the recommended steps outlined by Microsoft, install Carbonite and take some time to ensure your data is properly selected for back up.

Carbonite Safe Video Tutorials

For Mac - Personal Products

In here you'll find videos that relate to the Mac version of Carbonite Computer Backup.

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.

Interfering with Another Program

For Windows - Personal and Office Products

Carbonite may interfere with other programs that use the Volume Shadow Copy Service (VSS), such as disk defragmenters. In cases where you need both programs to run, you can disable one of the programs or schedule Carbonite to run only at certain times.

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.

Interfering with Another Program

For Mac - Personal and Office Products

Carbonite may interfere with the operation of other programs on your computer such as disk defragmenters. In cases where you need both programs to run, you can disable or pause Carbonite so that they are not both running at the same time.

How To See If Your Windows User is an Administrator

For Windows - Personal and Office Products

Certain features and options in the Carbonite software require your Windows user to be an administrator before you can use them. You can check to see if your Windows user is an administrator by accessing the Windows Control Panel.

Manually Uninstalling

For Mac - Personal and Office Products

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

Intel Macs

For Mac - Personal and Office Products

Your Mac must have an Intel-based processor running OS X 10.7 or above in order to run Carbonite.

Carbonite Safe Backup Pro Video Tutorials

For Windows - Office Products

List of helpful videos to assist you in using Carbonite.

Backing Up Quicken and Quickbooks

For Windows and Mac - Personal and Office Products

Your data for the current versions of Quicken and Quickbooks will be backed up by default if you chose the Automatic Setup option during installation. Otherwise, you may have to manually add these files to your backup.

Carbonite Mac Version Release Notes

For Mac - Personal and Office Products

Carbonite Version 2.6 is the latest version of the Carbonite 2.x product; 1.1.19 is the latest version of the Carbonite 1.x product. We're sure you'll like the many enhanced features.

Difficulty Installing Mac 2.x

For Mac - Personal Products

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.

Restoring Between Mac and PC

For Windows and Mac - Personal and Office Products

Carbonite Safe users can transfer their subscription between PC and Mac computers.

Adding Excluded Files to Your Backup

For Windows and Mac - Personal Products

Carbonite does not automatically add video files or files over 4 GB in size to your backup by default. You can manually add these files to your backup.

The Carbonite InfoCenter Guide for Carbonite Safe Backup Pro on Windows XP/Vista/Server 2003

For Windows - Office Products

The Carbonite InfoCenter guide contains information for Carbonite Safe Backup Pro users on Windows XP, Windows Vista and Server 2003.

Restore Guide for Carbonite Safe Backup Pro on Windows XP/Vista/Server 2003

For Windows - Office Products

This restore guide contains information for Carbonite Safe Backup Pro users on Windows XP, Windows Vista and Server 2003.

Backup Guide for Carbonite Safe Backup Pro on Windows XP/Vista/Server 2003

For Windows - Office Products

This backup guide contains information for Carbonite Safe Backup Pro users on Windows XP, Windows Vista and Server 2003.

Importing Windows Mail into Windows Live Mail

For Windows - Personal and Office Products

After you have restored your Windows Mail files, you can import them back into the program. If you've already restored what you need, we can direct you in how to import. If you still need to restore the data, this article will guide you through that process.

Restoring the Windows File System For CSB 5.x & 6.x Classic

For Windows and Customer Portal - Server Products

For Windows File System restores there are a lot of options to allow the user to have just the right control and flexibility while restoring data. You can restore your files to the original backed up computer or to a different computer.

Restoring the Windows File System For CSB 6.x Enhanced

For Windows - Server Products

For Windows File System restores there are a lot of options to allow the user to have just the right control and flexibility while restoring data. You can restore your files to the original backed up computer or to a different computer.

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.

System Requirements For CSB 6.x Enhanced

For Windows - Server Products

The current version of the product works for Windows Vista, Windows 7, Windows 8, Windows 8.1, Windows 10, Windows Small Business Server 2008, Windows Server 2008, Windows Server 2008 R2, Windows Small Business Server 2011, Windows Server 2012, Windows Server 2012 R2, and Windows Server 2016 operating systems.

Full System Backups for Carbonite Safe

For Windows and Mac - Personal Products

Full system backups (like Carbonite's Mirror Image service) completely back up all data and partitions of the one internal hard drive where your operating system is installed. As of 8/17/2017, Carbonite will no longer offer the Mirror Image service for new purchase of the Plus and Prime plans.

Full System Backups for Carbonite Safe Backup Pro

For Windows and Mac - Office Products

Full system backups, such as Ghost (or some other full-system disk-imaging application), capture a moment in time for the computer, including all settings and any configuration changes. If you use another software to make a disk image, then we suggest that you disable Carbonite before you make the image. Windows System Restore can cause the same problem that you would experience with a third party disk-imaging application. It can affect the files that maintain a backup of your computer.

Windows Firewall

For Windows and Customer Portal - Personal and Office Products

Computer security programs (anti-virus and/or firewall) may block the installation and normal operations of programs like Carbonite. Fixing these issues is easy and allows Carbonite to run at peak performance. Configuring Windows Firewall to allow Carbonite access to the Internet will decrease the chance of slow/erroneous backups and faulty installations.

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.

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.

Importing Your Restored Files and Program Data

For Windows and Mac - Personal and Office Products

After you finish restoring your files, your restored program data may need to be imported into the appropriate application before it can be accessed.

Resolving Error Unpacking Main Program File

For Windows and Customer Portal - Personal Products

When upgrading or reinstalling Carbonite, you may receive an error that Carbonite cannot unpack the main program file. The easiest way to resolve this issue is to log off your computer, log back in, then reinstall Carbonite.

Merging Your Mac Subscriptions for Carbonite Safe

For Mac - Personal Products

If you have computers that no longer need to be covered by Carbonite, you can remove the computer from your account and apply the remaining subscription time to an existing computer. Because this process will require that we delete the backup from the “un-used” computer, we recommend that you restore the data from the unused backup first. This article will guide you through the process of restoring the data from your un-used computer, reinstalling the correct subscription, and reaching out to Carbonite Customer Care to apply the remaining subscription time.

Allowing Carbonite Through the Mac Firewall

For Mac - Personal and Office Products

If Carbonite is having trouble connecting to the Internet or running properly, it could be restricted by your Mac Firewall. Allowing Carbonite to connect to the Internet through the firewall helps ensure Carbonite is able to perform its tasks successfully.

How Does Carbonite Handle the Loss of Network Connectivity to the Cloud

For Windows - Server Products

The product needs an Internet connection to back up and restore your important files to and from the cloud. If your connection is interrupted, the product will immediately begin to actively retry the upload, and will continue to retry for approximately 11 minutes. After that time, the upload will be marked as failed within the user interface.

Upgrading Your Carbonite Safe Subscription

For Windows and Mac - Personal Products

You can upgrade your Carbonite subscription at any time to receive a possible credit towards the upgrade price. After you upgrade your Carbonite subscription, you will gain access to additional features not available in your current version of Carbonite. If automatic renewal is enabled, you will need to deactivate it before you can upgrade your subscription.

Protecting Your Carbonite Safe Data if Your Computer is Lost or Stolen

For Windows and Mac - Personal Products

If your computer is lost or stolen, Carbonite will keep the data for 30 days even if the data on the computer is deleted and a new backup runs. You can configure Carbonite Safe to avoid the risk of data loss and take measures to prevent your account from being compromised.

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.

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