Carbonite Support Knowledge Base

Resetting Your Carbonite Password

You can reset your forgotten Carbonite password by following the instructions in this article.

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.

Provision for Use Outside of the United States

You may have the benefit of consumer guarantees and warranties provided under the applicable local law ("mandatory warranties"). Where any statute applies to give you the benefit of Mandatory Warranties, and that statute does not permit Carbonite to exclude or limit the application to these Mandatory Warranties (or would render void any attempt to do so), then those Mandatory Warranties apply to Carbonite's Terms of Service for your benefit, and nothing in Carbonite's Terms of Service excludes or limits those Mandatory Warranties or liability for breach of them. This applies to all of the Terms of Service, including any terms in relation to the Disclaimer of Warranty or Limitation of Liability. Additional country-specific terms are provided below.

Latest Product Versions

Carbonite Safe is available for Windows, Mac and Windows Server Operating Systems. You can upgrade to the latest version by reinstalling Carbonite from within your account.

Carbonite Windows Version Release Notes

Carbonite Version 6.6.0 is the latest version of the Carbonite product. We are sure you will like the many enhanced features. Installing and identifying your computer(s) is easier than ever. Backing up your files is simpler and there is additional information provided about the status of your backed up files. Restoring your files is now even quicker and easier with additional choices for files you would like to restore first and choosing a destination for your restored files.

FAQ: What Is Cloud Backup?

What Is cloud backup?

Allowing Carbonite Through a Windows Application Firewall

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

HIPAA

Carbonite Safe Backup Pro and Carbonite Safe Server Backup all provide critical data security protection without compromising patient privacy and can assist customers with HIPAA compliance efforts.

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 Release Notes (Mac 2x)

You can view the latest Carbonite release notes in this article.

Locating the Carbonite Backup Drive

The Carbonite Backup Drive lets you view files backed up to our server. You can access the Carbonite Backup Drive from within the File Explorer window.

Changing Your Carbonite Safe Backup Pro Security Questions

You can only update your security questions through our website.

Changing Your Carbonite Safe Backup Pro Password

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

Changing Your Email 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.

Message: "Subscription Date is Invalid"

If you receive a pop-up notification from the Carbonite software stating your subscription date is invalid, please reboot your computer to resolve the issue.

Proxy Servers and VPN

Carbonite Safe requires a secure connection in order to install and back up your important files on your computer.

Difficulty Installing Carbonite (Mac 1x)

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

Upgrading to a Carbonite Safe Backup Pro Plan

You can upgrade your Carbonite Safe Basic, Plus or Prime plan to a Carbonite Safe Backup Pro plan to backup multiple computers, drives, and servers.

FAQ: When does my Carbonite trial expire?

When does my Carbonite trial expire?

Supported Operating Systems for Carbonite Safe

Carbonite supports current Windows and Mac operating systems in both 32-bit and 64-bit versions.

Carbonite Plans and Features

This article covers the Carbonite Safe plans, features, and prices.

Renewing Your Carbonite Safe Backup Pro Subscription

You can renew or upgrade your Carbonite Safe Pro subscription through your Company Dashboard. Your renewal options depend on your original purchase of Carbonite, but you will have the option to keep your current subscription or to upgrade or downgrade your subscription.

Carbonite Safe Backup Pro Dashboard

As an administrator, you can view the backup status, review alerts, view the billing information and billing history, invite users and administrators, add computers, and perform other actions through the Dashboard. As a Billing Owner, you can perform all the same actions as an administrator as well as manage the billing information for your account.

Storage of Data After Deleting Files from Your Computer

When Carbonite scans for files to back up, it also removes deleted files from the backup to keep it up-to-date. Depending on your plan, Carbonite removes deleted files after 30 or 60 days from the date they were deleted from the computer.

File Types Excluded from Backup for Carbonite Safe

Carbonite does not automatically select files larger than 4GB (Gigabyte) for backup. Files that may cause conflicts with your programs or operating system when restored are excluded from being backed up.

Unlimited Backup for Carbonite Safe

Carbonite Safe plans will allow you to backup unlimited amount of data on one PC, where one PC includes one internal hard drive.

Importing Your iTunes Music

You can import your iTunes data by downloading the backed up copy and moving it into the correct location. After you finish restoring and moving the files, you may have to assign songs that were not originally located within the iTunes Media folder.

Importing Internet Explorer Favorites

Your Internet Explorer favorites are individual files. They are shortcuts to web sites you choose to save. You can restore your Internet Explorer favorites with the Carbonite Backup Drive and move them to the correct location on your computer.

Message: "Getting files stopped"

When attempting a restore, the restore stops with message that says "Getting files stopped"

Backing Up an Important File Right Away

By default, Carbonite backs up the first changes made to a file within 10 minutes of the file changing in each 24-hour period. Any changes made after 10 minutes will be scheduled for back up within 24 hours. You can manually instruct Carbonite to back up those changes immediately to ensure they are safe and secure on Carbonite's servers.

Low Priority Mode

By default, Carbonite backs up your files as quickly as possible without interfering with other programs or services. The Low Priority option can be used to slow Carbonite down if you find it is affecting another service, such as VoIP telephony (e.g., Skype and Vonage).

FAQ: What Does Carbonite Do When an Internet Connection is Not Present?

What does Carbonite do when an internet connection is not present?

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.

Shutting Down Your Computer During Backup

For backup operations to be performed, there must be an active Internet connection and the computer must be powered on. Shutting down the computer will stop the backup. Once you connect to the Internet again, your backup will automatically resume from where it left off.

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.

The Carbonite Icon

The Carbonite icon menu provides quick and easy access to the most frequently used Carbonite options. You can launch the Carbonite application, search for files to restore, and pause your backup while restoring files.

Removing Files From Your Backup

You can remove files, folders, and drives from the computer that has Carbonite installed and the deselected files will be removed from Carbonite backup within 72 hours.

Security Certificate Expired

If a 'Security Certificate has Expired' pop-up notification is displayed during installation, check your computer's system clock. This message appears if the system clock is not set to the current time. You should be able to install correctly after correctly setting your system clock.

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.

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.

Backing Up Quicken

Your data for the current versions of Quicken 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 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.

Removing Files From Your Backup (Mac 1x)

You can remove files and folders through the Carbonite System Preferences pane and the data will be removed from Carbonite within 72 hours.

Removing Backed Up Files from Carbonite (Mac 2x)

You can remove files and folders through the Carbonite interface and the data will be removed from Carbonite within 72 hours.

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.

Entering and Exiting Recover Mode (Mac 1x)

Recover Mode prevents changes from being made to your backup so you can perform a restore. If you transfer your Carbonite subscription to a new computer or replace the hard drive on your current computer, Carbonite will automatically start up in Recover Mode. Recover Mode can be enabled through the Carbonite Preference pane.

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