Carbonite Support Knowledge Base

Message: "To get files from other accounts, please sign in as an administrator."

When attempting a restore as a non-administrator within the Restore Manager, Carbonite displays a message stating: "To get files from other accounts, please sign in as an administrator."

Transferring Your Carbonite Safe Subscription to Restore Files

You can transfer your Carbonite Safe subscription to restore your files to another computer.

Requesting a Courier Recovery Drive for Carbonite Safe

You can request Courier Recovery to receive a copy of your backed up files on an external hard drive.

Searching For Files to Restore

You can use Carbonite's Search and Restore function to restore files to their original location or to the desktop.

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.

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.

Getting Started with Carbonite Safe

You can use the Carbonite application to back up your files to Carbonite’s secure servers. When you need to get your files back, you can use Carbonite to restore your files at any time.

Installing Carbonite Safe and Initial Backup Selections

After you set up your Carbonite Safe account, you can install Carbonite to start backing up your files.

Managing Your Private Encryption Key for Carbonite Safe

During the initial installation, Carbonite Safe allows you to manage your own encryption key for Windows computers.

Transferring Carbonite Safe Between Windows and Mac

You can transfer your existing Carbonite Safe subscription from Windows to a Mac computer.

Downloading Your Carbonite Safe Files with Anytime Anywhere Access

You can log into your Carbonite Safe account from any computer to view and download your files with Anytime Anywhere Access.

Message: "Getting files stopped"

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

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.

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.

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.

How To See If Your Windows User is an Administrator

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.

Importing Family Tree Maker Data

Family Tree Maker stores its data in separate file types, depending on the type of data recorded. If you need to restore your Family Tree Maker data, Carbonite recommends restoring these files to your Desktop. You can import your restored Family Tree Maker data back into Family Tree Maker with these instructions.

Restoring Files

You can browse and restore files from your backup within the Carbonite application.

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 into Microsoft Outlook

When Carbonite restores your Microsoft Outlook data to your computer, you will need to import the data back into your Outlook program to restore your email data. This article explains how to import Outlook data. You may need to first restore your Outlook data before you can import it. Newer versions of Outlook typically store your email data in your Documents folder. Older versions of Outlook often store your emails in the AppData folder.

Viewing the Restore Status

When Carbonite is restoring files, you can view the restore status to determine how much longer the restore may take to complete.

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.

Windows Defender Controlled Folder Access and Carbonite

Controlled Folder Access is a feature included in Windows Defender for the Windows 10 Fall Creator’s Update. It is designed to prevent ransomware from encrypting your files. Controlled Folder Access can prevent Carbonite from being installed or updated, and it can also prevent Carbonite from being able to back up and restore your files. At this time, it is not recommended to actively use both Controlled Folder Access and Carbonite on the same computer.

Recovering from Crypto Viruses and Other Ransomware

CryptoLocker / Crypto Virus is a virus that encrypts your files and holds them for ransom unless you pay a fee to unlock them. If you have CryptoLocker and are unable to access your files, you should contact Carbonite Customer Care for help restoring a clean copy of your backed up files.

Carbonite Compression

Carbonite compresses your data in order to save space and reduce transmission time. This compression happens via compressed loopback device or cloop.

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.).

Carbonite Icon Notification Area Meanings

The Carbonite icon displays information about your Carbonite backup at a glance.

Stopping a Restore

You can cancel a restore through the Restore Manager. Unrestored files in the restore queue will not be downloaded until you start another restore.

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.

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.

Entering and Exiting Recover Mode

When Carbonite scans for files to back up, it removes files you delete from the backup after 30 or 60 days to ensure your backup is up to date. You can enter Recover Mode to stop this timer if you need more time to restore your files. After your files are safely restored, you can exit Recover Mode to start backing up your files again.

How to Speed up Your Backup and Restore

The speed of your Internet connection is the primary factor for how fast you can back up or restore your files. Your backup and restore speed will also depend on the speed of your computer, the amount of data selected for backup/restore, and the amount of strain your other programs and services have on your internet connection.

Restore Speed

Recovering small amounts of data (a few files here or there) usually takes only a few seconds or minutes. Restoring all of your data will take longer depending on how much data you have and the speed of your ISP.

Importing Neat Data

Neat stores all of its data in a single user directory. If you need to restore your Neat data, Carbonite recommends restoring these files to your Desktop. You can import your restored Neat data back into Neat with these instructions.

Importing Peachtree Data

Peachtree uses several different file types and directories to store information on your computer. If you need to restore your Peachtree data, Carbonite recommends restoring these files to your Desktop. You can import your restored Peachtree data with these instructions.

Importing Firefox Bookmarks

Your Firefox bookmarks are saved in a folder on your computer called Bookmarkbackups and can be imported back into your Firefox web browser.

Reinstalling Carbonite Safe

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

Pausing a Restore

You can pause your restore in progress through the Restore Manager for any reason and resume it after. We recommend that you keep your restore running uninterrupted as long as possible in order to complete your restore in the most efficient time possible.

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.

Importing Your Sticky Notes

You can easily restore your backed up Sticky Notes data file through the Carbonite Backup Drive. The only way to import your restored Sticky Notes data file is to move it to the correct location on your computer.

Importing Google Chrome Bookmarks

Your Google Chrome bookmarks are saved in a file on your computer called Bookmarks and can be imported back into your Google Chrome web browser if necessary.

File Types Carbonite Backs Up for Carbonite Safe

Carbonite automatically backs up the files that are most important to you, such as your pictures, documents and music. By intelligently scanning your computer, Carbonite does not include unnecessary files, which improves backup and restore speeds. Less common types of files can be manually added to your Carbonite backup. Review this article to understand what is and is not included in your backup.

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 OneNote Files

You’ll need to restore the data that you manually exported from OneNote earlier. Alternatively, a backup of your OneNote may be found in the following location: C:\Users\User\AppData\Local\Microsoft\OneNote\16.0\Backup\User@Domain. Review this article for more information.

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