Find answers to frequently asked questions.

Carbonite for Home Carbonite for Office

Carbonite for Home FAQs

Simple, secure, and powerful.  Carbonite Personal Backup takes minutes to set up and runs continuously in the background to make sure your memories and important files are protected.  And if there are any questions you have our, U.S. based phone support is ready to assist.

  What does Carbonite back up?

All Personal plans back up the following types of files in your Users folders:*

  • Photos
  • Documents
  • Settings
  • Email
  • Music
  • Videos**

*Any file over 4 GB must be manually added to your backup.

**Video files are backed up automatically with the Prime plan on Windows and the Plus and Prime plans on Mac. They can be added to your backup manually on any other plan.

All personal plans allow users to select 1 internal drive to backup. Users on Plus and Prime may select 1 external hard drive for backup.

For more information on how to manually add files, please reference our knowledge base articles for Windows and for Mac.

  How much can I back up with Carbonite Personal plans?

With Carbonite Personal plans, there's no limit on your backup space. Our Basic plan allows you to back up all the user-generated files on your internal hard drive.

Additionally, our Plus and Prime plans allow you to also include files from an external hard drive in your backup.

 How much does Personal backup cost?

Carbonite Personal offers three different plans to meet your backup needs:

Basic  $59.99 / year per computer
All the essentials. Automatic online backup for your photos, music, documents and more.

Plus  $99.99 / year per computer
A complete backup solution. Automatic online backup of your computer and external hard drive – plus a local backup of your operating system and software programs.*

Prime  $149.99 / year per computer
The top of the line. With automatic video backup and the option to have a copy of your backup shipped to you anywhere in the United States, this is our most comprehensive solution for protecting home office and family computers.

Subscribe for longer and save. Multi-year pricing provides a 5% discount for 2 years, and a 10% discount for 3 years for all Personal plans.

*Local backup of your operating system and software programs is available on Windows only

  Will Carbonite work with my computer?

Carbonite personal plans are available for both Windows and Mac.

  • Windows 7, Windows 8, Windows 10
  • Intel-based Macs with OS X 10.7 or newer

​Note: Personal Plans are not designed to support Windows Server OS. Need to back up a server? Try our Office Plans.

  How do I get my files back?

Carbonite makes it really easy to restore your files when you need them. Whether you need a single file or all your files, the Carbonite restore manager will guide you through the process. Personal Prime customers also get the added benefit of having a copy of their backed up files shipped to them anywhere in the United States with our Courier Recovery service.

  Is Carbonite secure?

Yes. Our business and reputation depend on keeping your data safely backed up. We encrypt your files before they leave your computer and encrypt them again during transit to one of our data centers using the same security technology used in online banking and e-commerce transactions. Your files remain encrypted on our servers, which are housed in state-of-the-art data centers that are guarded 24 hours a day, 7 days a week. Find out more about what we do to keep your data safe.

  Can I use Carbonite to back up my external hard drive?

If you subscribe to Plus or Prime, you can include one external hard drive in your online backup. Carbonite will scan your external hard drive for files that are not already backed up online and will add those files to your backup.

  What is Mirror Image backup?

Mirror image backup adds an extra layer of protection by creating a copy or "mirror image" of your computer by backing it up to an external hard drive that you provide. Your mirror image backup includes your entire computer  not just the files and folders, but also your operating system and software programs, such as Microsoft Word. If your computer crashes and you need to get up and running again quickly, you can use your mirror image backup to restore your entire computer  operating system and all  to the way it was at your most recent mirror image backup.

  Can I use Carbonite to free up space on my hard drive?

No. Carbonite is online backup – not online storage. It is meant to be a backup of the files that are on your computer – not a place to store files in order to free up space on your hard drive. If you remove any file from your hard drive, we wait 30 days for you to recover it, and then we delete that file from our servers, too.

  How does Carbonite compare to other online backup services?

There are a lot of companies that offer online backup, but Carbonite is unique for several reasons:

 

Backup is the only thing we do – our only business.
We're 100% focused on backing up and safeguarding your files and making sure that recovering those files is simple and hassle-free. We're not a large corporation that decided to offer backup as another service  we're a company that was formed specifically to make cloud backup simple and available to everyone.

If you want to learn more about Carbonite’s history, visit our About Us section.

 

We make restoring your backed up files fast – and foolproof.
Since you back up your files so that you can restore them when you need them the most, we've focused on making our restore process the easiest in the industry. You can begin restoring files instantly  right from your desktop or from Carbonite.com. You don't need to wait for us to prepare your backed up files  they're always available and waiting to be recovered. Our automated Restore Manager feature walks you through the process. And if you ever need to shut down your computer or lose your Internet connection during a restore, Carbonite will pick up right where it left off once you're reconnected to the Internet.

 

We give you easy access to your backed up files – anytime, anywhere.
Once your files are backed up by Carbonite, you’ll be able to securely access them from any computer by logging in to your account. In addition, you can download one of our free mobile apps to access your files on-the-go.

 

We put no limits on your backup storage space.
With all three Personal plans, you don't need to worry about choosing which of your files are important enough to back up and which you'll have to leave to chance; these plans give you as much space as you need for your backup.

 

We’re there when you need us.
Carbonite is designed to be simple and hassle-free, but if you ever have questions, or need customer support, we're here to help. We offer free support via phone, email and live chat. Our support channels are available to all our customers  even if you're in a free trial  and all our support representatives are located in the United States.

Carbonite Office FAQs

Find answers to frequently asked questions below or contact an expert.

Carbonite Computer Backup for Office

  What types of computer files does Carbonite back up?

Carbonite Computer Backup for Office backs up many of the most common file types you’d use in a small or mid-sized business. This list includes, but is not limited to:

  • Documents (Word, PowerPoint, Excel, Adobe)
  • Email
  • Point-of-sale (POS)
  • Media (photos, video, audio, graphics)
  • Financial and accounting files (QuickBooks, Quicken, Sage Peachtree)
  • Customer relationship management

These file types will be included in your backup automatically if the files are saved in your Users folders. If you have files stored outside your Users folders, you can manually add them to your backup or create a custom backup policy that suits your needs.

Carbonite Computer Backup for Office does not back up:

  • Application program files (the files you install when you install a program such as Microsoft Word, Quicken)
  • Temporary files (files your programs create for various reasons, while you're using the program)
  • System files (files that make up part of your Windows or Mac OS operating system)

*Any file over 1 TB must be manually added to your backup.

To add files to your backup, please use the following articles:

With Carbonite, you can also add files and folders located on your local external hard drive to your backup. To include an external hard drive in your backup on your Windows computer, it needs to be attached to the computer by a USB connection and formatted in NTFS or FAT32. To include an external hard drive in your backup on your Mac, it needs to be attached to the computer by a USB connection and formatted in the Extended Journaled format.

To include files on your external drive, please use one of the following Knowledge Base Articles:

Carbonite Computer Backup Administrators and Billing Owners are able back up their NAS (network attached storage) device the same way any other file is backed up. This feature is only available on a Windows computer. When first adding a NAS device to your backup, it is prudent to configure your hibernation and sleep settings to ensure your workstation remains on and connected to the internet until the device is backed up to our servers.

For more detailed instructions on backing up a NAS device, please view this article.

  How do I restore computer files with Carbonite?

Carbonite offers a variety of options to help you restore your files. You can use a Restore Wizard to assist you in selecting restore options and ensuring that all your files get back to where they need to be. If you need to only restore a single file or group of files, you can manually select them and restore them to your machine or use Anytime Anywhere Access. For those running the Windows client, you have the option of searching for files to restore. There are a few ways to restore files depending on your needs:

  • Restoring All of Your Files - You would want to restore all of your files if you switched computers or have formatted your drives and need to get all of your backed up data downloaded onto the computer. You will still need to manually install the software that you had via CD or downloaded installation file in order to open up some restored data files like Outlook, QuickBooks company files, Quicken data files, etc. Please click a link below for detailed instructions on how to restore all of your files to your computer:

    • For Windows
    • For Mac
  • Restoring Individual Files and Folders - You would want to use this option if you accidentally deleted a file or folder and need to retrieve the contents quickly without bringing everything back. Please click a link below for detailed instructions on how to restore individual files or folders to your computer:

    • For Windows
    • For Mac
  • Restoring through Anytime Anywhere Access - You would want to use this option if you are not at your computer and need to retrieve a backed up file for use. Anytime Anywhere Access is usable through your web browser by logging into your Carbonite account and accessing your backup. There you will see all of the files you have backed up and can quickly restore one or many files to any internet connected machine for use. Please click the link below for detailed instructions on how to use Anytime Anywhere Access to restore files to your computer:

    • Using Anytime Anywhere Access
  • Searching for Files to Restore (Windows Only) - You would want to use this option if you don't know the name of the file(s) or folder(s) you need to restore. This will let you search your backup and restore the backed up file(s) or folder(s) to your computer. Please click the link below for detailed instructions on how to search your backup for files to restore:

    • Using the Restore Search
  • Restoring Previous File Versions (Windows Only) - This option is best used when a file has been overwritten accidentally or by another program and you need to retrieve an earlier version of it. You would locate the file in the Carbonite Backup Drive and select to restore a previous version of the file. Please click the link below for detailed instructions on how to restore a previous version of a file:

    • How to Restore a Previous File Version

  How can I avoid exceeding my storage quota?

If your backups become too large and you are approaching your storage quota for your Carbonite account, you can either deselect files to avoid backing up unnecessary data or purchase additional storage. Files removed from your backup will be deleted from Carbonite's servers within 72 hours. Deselecting a folder from the backup causes the files and sub-folders within to also be removed. For a detailed walk-through on removing backed up files from our servers, please click on one of the links below:

If you choose to purchase additional storage space, you can do so at any time through your Carbonite dashboard.

  1. Log into your account as the Billing Owner with your Carbonite email address and password at https://account.carbonite.com/.
  2. Within your account, click Account Summary on the left navigation bar and you will see your current subscription displayed on the screen.
  3. To add additional storage, click Add Storage and follow the on-screen instructions.
  4. After making your selection, click Checkout to proceed.
  5. A summary of your order will be displayed on this screen. Once you are satisfied with your selection, click Place Order to finalize the purchase.
  6. You will receive confirmation once the purchase has been successfully completed and the additional storage has been applied to your account.

For a detailed walk-through on how to purchase additional storage for Carbonite Computer Backup for Office, please view this article.

  What is Cryptolocker/Ransomware?

CryptoLocker / Ransomware is a malware or virus that locks the files on your computer and renders them inaccessible. If your computer is infected, a pop-up on your computer will demand money to unlock your files and return them to a normal state. If you have CryptoLocker or Ransomware and are unable to access your files, you should contact Carbonite Customer Care for help restoring a clean copy of your backed up files. For additional information about CryptoLocker or Ransomware, please view this article.

  How do I transfer Carbonite computer backup to a new computer?

If your computer crashes or if you get a new computer to replace an old one, you can transfer your current subscription to another computer. Users and Administrators can only install computers that are associated with their username. When you transfer your subscription, you can restore your files that were backed up by Carbonite Computer Backup for Office. Carbonite can only be transferred to computers with the same platform (e.g. Windows operating systems to Windows operating systems). Currently, you cannot transfer your subscription from a Windows computer to a computer running a Mac operating system.

  1. Log into your Carbonite account at https://account.carbonite.com from the computer you wish to transfer Carbonite to. If you have logged in as an Administrator, please select your username from the Dashboard.
  2. Locate the computer you wish to move and select Reinstall on this computer from the Computer Actions drop down menu.
  3. Click Download Now and follow the instructions to complete the installation.

For a detailed walkthrough on transferring your subscription, please view this article.

  How do I check the status of my Carbonite account?

You can check anything related to your account status and information through your Carbonite Portal. The Portal is associated with your account and lets you manage your subscriptions, manage security questions, change your password, remotely access your backed up files, manage your devices, invite users and administrators, and much more. To access your account simply log in with your Carbonite email address and password at https://account.carbonite.com/. For a more detailed walk-through of your account and what it offers, please view this article.

  How do I renew my Carbonite subscription?

The easiest way to renew your Carbonite subscription is online through your account. You can only renew your subscription if you are within 30 days of your renewal period or expiration date.

  1. Log into your account as the Billing Owner with your Carbonite email address and password at https://account.carbonite.com/.
  2. There will be a button to renew your subscription on the the Dashboard. Click Renew Now to begin the renewal process.
  3. Keep your current subscription or click Change plan to change you plan. Once you have decided on your plan, click Add to Cart.
  4. Review your choices and click Checkout to proceed.
  5. Choose a saved credit card from the drop-down menu or add a new credit card to your account and click Place Order.
  6. You will receive confirmation once the purchase has been successfully completed and applied to your subscription.
  7. Your subscription will now be renewed.

For detailed walk-through on how to renew your subscription, please view this article.

  Are Carbonite plans HIPAA compliant?

All Carbonite office plans support HIPAA compliance. If you're a healthcare or insurance professional looking to safeguard your Protected Health Information (PHI), we can provide a Business Associate Agreement (BAA). Please contact our sales team at 855-227-2249 or BusinessTeam@carbonite.com. For more information, please view this article.

  Will Carbonite back up my NAS device?

Carbonite allows you to manually add NAS devices to your backup. An account administrator using a Windows computer must right-click on the NAS device and select Carbonite; Back this up. Once added to the backup, any data on that NAS device will be automatically included in the admin's backup. Note: This functionality is only available using the Windows version of Carbonite through an Administrator Account. For detailed instructions on how to add a NAS device to your backup, please view this article.

Carbonite Server Backup

  Will Carbonite back up my NAS device?

A backup set defines the parameters for backing up a group of directories or an application. With Carbonite, 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. You can select the following backup types for backup:

  • Windows File System — Windows NTFS and ReFS file systems are supported. Carbonite automatically selects files/folders in your home directory. You can also select files and folders from a browser tree.
  • Windows System State — Windows System State refers to a collection of several key operating system elements and their files. Backing up the Windows System State is crucial for a successful disaster recovery strategy. A System state backup includes Windows Boot files, System files, Internet Information Services, COM+ database, Registry, Active Directory and Certificate Server.
  • Microsoft SQL Server — Carbonite backs up SQL Server databases and supports SQL Server 2000, 2005, 2008, 2012, 2014, and 2016.
  • Microsoft SharePoint — Carbonite backs up all mounted SharePoint databases and supports SharePoint 2007, 2010, 2013 and WSS 3.0.
    • Standalone and single-server SharePoint farm configurations are supported.
    • Multi-server SharePoint farm configurations are not supported.
  • Oracle Server — Carbonite backs up Oracle databases and supports Oracle 11i and 11g.
  • MySQL Server — Carbonite backs up MySQL databases and supports MySQL 5.0 and above.
  • Hyper-V — Carbonite backs up Hyper-V hosts and hosted virtual machines on Windows Server 2008, 2012, and 2016.
    • Server core installations are not supported for Windows 2008 or 2012.
  • Microsoft Exchange Database — Carbonite backs up Exchange server databases and supports Exchange Server 2003, 2007, 2010, 2013, and 2016.
  • Microsoft Exchange Local Mailbox — Carbonite backs up Exchange local mailboxes and supports Exchange 2010 and 2013.
  • Microsoft Exchange Online for Office 365 — Carbonite backs up Exchange Online hosted for Office 365 mailboxes.
  • MailStore Archives — Carbonite backups MailStore archives.

For a detailed walk-through on configuring your backup set, please view this article.

  How do I adjust the maximum number of incremental backups?

By default, Carbonite only allows the user to run 300 incremental backups. However, users can adjust the Windows Registry to allow up to 500 incremental backups. Carbonite does not support an incrementals-forever approach to backups. For a detailed walk-through on how to edit the Windows Registry to allow more incremental backups, please view this article.

  Why back up a database with cloud backup?

When you use online backup, your backup will be encrypted, hassle-free and easily recoverable. Online backup is also immeasurably more reliable than antiquated methods of data protection, such as zip drives, CDs and tape drives. All these older methods are error-prone and have high rates of failure. With Carbonite, you can rest easy knowing your backup is protected off site — safe from fire, spills, theft or anything else that could harm your data.

  How do I restore with Carbonite server backup?

Carbonite offers a number of ways to restore backups of both databases and applications. You can restore your data either to the original computer or to a different computer. To restore your data to the original computer, navigate to the Restore page and follow the restoration steps applicable to the type of backup you wish to restore:

Restoring your data to different hardware requires some additional steps before you can launch the actual restore process. For more information on restoring to different hardware, please view this article.

  What is the Carbonite dashboard?

The Carbonite dashboard allows you to view detailed reports on all current cloud backups for all servers under your account. It also allows you to install/reinstall Carbonite or download your cloud certificate. The dashboard contains a few different tabs to assist you with viewing information pertaining to your account, such as:

  • Backup Dashboard — The Backup Dashboard displays information about the current amount of online backup space being used by individual users and administrators. You can also view detailed information about each of the servers being backed up under your account.
  • Notifications — The Notifications tab lists any alerts that pertain to your account.
  • Account Summary — The Account Summary tab will list your current subscription. It allows you to view or edit the company information, add additional storage to your account and upgrade your subscription. If you are using a trial account, this tab will display the time remaining in your trial and allow you upgrade to a paid subscription.
  • Billing Information — The Billing Information tab will only appear on your account if you have a paid subscription. This tab will display the billing information and billing history for the account.
  • Personal Information — The Personal Information tab allows you to edit your contact information, password (masked with asterisks), the security questions selected when your account was set up, your company information and the list of the account administrator(s).
  • Get Help — The Get Help tab will display a list of Frequently Asked Questions (FAQs), let you search for more information and/or initiate a support request.
  • Contact Us — The Contact Us tab will display different methods to contact customer care. The information displayed here may differ depending on the type of subscription purchased.

For additional information about the Carbonite dashboard, please view this article.

  How can I use Carbonite to back up my server?

Before you can start backing up, you will have to download and import the cloud certificate from your dashboard. For additional information, please view this article on Importing the Cloud Certificate. When you launch Carbonite for the first time, you are given the choice to create a backup set. A backup set defines the parameters for backing up a group of directories or an application. The following databases and live applications can be selected for backup:

  • Microsoft SQL Server 2016, 2014, 2012, 2008, 2005 and 2000
  • Microsoft Exchange Server 2016, 2013, 2010, 2007 and 2003
  • Microsoft SharePoint 2013, 2010, MOSS 2007, WSS 3.0
  • MySQL Server 5.x
  • Oracle Server 11i and 11g
  • Hyper-V hosts on Windows Server 2016, 2012, 2008 and Windows 8
  • Windows System State (Including Registry and Active Directory)
  • Windows NTFS and ReFS files and folders

The backup set would allow you to specify what you would like to backup, where you would like to back up, how you would like to back up and when you would like to back up. For additional information about creating a backup set and backing up a server, please view this article on Creating a Backup Set.

  How do I prevent exceeding my storage quota?

While performing a backup to the cloud with Carbonite, you may receive an error message about exceeding your storage quota. This occurs when your backups on the cloud have exceeded the amount of storage you have purchased for your account. This problem can be resolved by purchasing additional storage or deleting some of your backups. Please note that deleted cloud backups can not be recovered. For a detailed walk-through on purchasing additional storage or removing older backups, please view this article.

  How do I check the status of my Carbonite Server Backup account?

You can check anything related to your account status and information through your Carbonite portal. The portal is associated with your account and lets you manage your subscriptions, manage security questions, change your password, manage your devices, invite users and administrators, and much more. To access your account simply log in with your Carbonite email address and password at https://account.carbonite.com/. For a more detailed walk-through of your account and what it offers, please view this article.

  What are the system requirements?

The current version of Carbonite for servers is designed to support the following versions of Windows:

  • Windows 7
  • 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 8
  • Windows 8.1
  • Windows 10
  • Windows Server 2012
  • Windows Server 2012 R2
  • Windows Server 2016

For additional information about system and hardware requirements, please view this article.

Security and compliance

  Is Carbonite secure?

Carbonite uses advanced encryption at every stage while backing up. We use minimum 128-bit encryption, with an optional 256-bit private key for server backup, plus Transport Layer Security (TLS/SSL).

  Does Carbonite support HIPAA compliance?

Yes, Carbonite supports HIPAA compliance as well as FERPA and GLBA. If you’re a healthcare organization and you need us to enter into a Business Associate Agreement (BAA) as required by HIPAA, please call 1-855-227-2249.

  Does Carbonite allow me to manage my own encryption key?

Yes, you can opt to have a private encryption key with our Carbonite Server Backup product.

Plans and packaging

  Do you offer discounts to non-profits and educational institutions?

Yes, we offer non-profit and educational institutions an additional 10% off all office backup plans.