85
Freezing and Unfreezing Your Backup for Safekeeping ......................................................................................... 3
How to Freeze Your Backup .......................................................................................................................... 4
How to Unfreeze Your Backup ...................................................................................................................... 5
Testing a Restore ................................................................................................................................................. 6
Restoring Individual Files or Folders ................................................................................................................... 11
How to Restore a File or Folder with the Carbonite Backup Drive ............................................................... 12
Restoring All of Your Files .................................................................................................................................. 16
Step 1: Sign in and Install Carbonite ........................................................................................................... 16
Step 2: Restore Your Files ........................................................................................................................... 20
Match User Accounts .......................................................................................................................... 20
Restore Additional Data ...................................................................................................................... 22
Prioritize Your Restore ........................................................................................................................ 23
Start Your Restore .............................................................................................................................. 24
View Restore Progress ........................................................................................................................ 25
Step 3: Configure Your Power Settings ....................................................................................................... 26
Step 4: After Restore and Next Steps .......................................................................................................... 26
Troubleshooting ......................................................................................................................................... 27
Restoring Your Files to a Specific Folder or External Hard Drive .......................................................................... 28
Put Your Files on Your New Computer ............................................................................................................... 30
Step 1: Put Carbonite on Your Computer .................................................................................................... 30
Step 2: Restoring All Files ........................................................................................................................... 31
Restore Additional Data ...................................................................................................................... 32
Prioritize Your Restore ........................................................................................................................ 32
Review Restore Selections .................................................................................................................. 33
Step 3: Checking Your Restore Progress...................................................................................................... 34
Changing the Restore Priority of a File ............................................................................................................... 36
Searching for Files to Restore............................................................................................................................. 39
How to Search for Files............................................................................................................................... 39
Restoring Previous File Versions ........................................................................................................................ 44
How to Restore a Previous Version of a File Through Windows Explorer..................................................... 44
How to Restore a Previous Version with the Carbonite Backup Drive.......................................................... 47
Restoring a Previous Version of a File through Restore Search.................................................................... 50
Restoring Windows User Accounts with Carbonite............................................................................................. 55
What are Windows user accounts? ............................................................................................................ 55
How to Restore Windows User Accounts with Carbonite ............................................................................ 56
Pausing a Restore in Progress ............................................................................................................................ 57
Canceling a Restore ........................................................................................................................................... 59
Determining Restore Completion ....................................................................................................................... 62
Locating Your Files After a Restore ..................................................................................................................... 65
How to Use the Restore Report .................................................................................................................. 66
Carbonite Restore Checklist ............................................................................................................................... 67
Step 1: Transfer Carbonite to Your New Computer ..................................................................................... 67
Step 2: The Restore Manager ..................................................................................................................... 71
Next Step(s) ............................................................................................................................................... 76
Carbonite Post-Restore Checklist ....................................................................................................................... 77
Step 1: Determine if Your Restore is Complete ........................................................................................... 77
Step 2: Locate Your Restored Files .............................................................................................................. 80
How to Use the Restore Report .......................................................................................................... 80
Step 3: Importing Your Restored Files ......................................................................................................... 83
Commonly Used Programs .................................................................................................................. 83
Step 4: Exiting Frozen Mode ....................................................................................................................... 84
When restoring files, you should always Freeze your backup for safekeeping.
• While Frozen, no changes will be made to your backup:
o You'll be able to restore files to your computer.
o New files will not be backed up.
o Changes to existing files will not be backed up.
o Deleted and missing files will not be removed from your backup until after you exit Frozen
mode.
o If you freeze your backup by mistake and there's no need to restore, you may exit Frozen
mode.
• While NOT Frozen, missing and deleted files will remain on the Carbonite servers for up to 60 days
before they're removed.
o This also applies to data backed up from missing external drives and NAS devices.
▪ Carbonite will treat this data as missing or deleted.
o Your backup should be in Frozen mode when restoring.
o Freezing your backup will stop Carbonite from removing missing and deleted files from our
servers.
o If your computer is not functioning or Carbonite is uninstalled, missing files won't be removed.
o Carbonite will be in Frozen mode when you transfer your subscription to a new or repaired
computer.
You can Freeze Carbonite for as long as you need to, but your backup will not be updated until you exit Frozen
mode.
To Freeze your backup:
• Right-click the Carbonite icon in the Windows notification area.
• Select Freeze Your Backup.
Once your backup is Frozen, the Carbonite icon in the notification area will display a downward-pointing grey
arrow.
• A notification window will appear to confirm that your backup is frozen for safekeeping.
• This window contains information about Frozen mode and allows you to start a restore.
Once you're sure you have your files, you can unfreeze to exit Frozen mode and resume your backup.
To Unfreeze Your Backup:
• Right-click the Carbonite icon.
• Select Unfreeze your backup.
After clicking Unfreeze, the following confirmation window will be displayed:
• If you click Cancel, your backup will remain Frozen for safekeeping.
• If you click Unfreeze backup, Carbonite will start backing up your computer.
o You'll need to select the checkbox labeled I understand any files I have not restored will
be deleted from my backup in 60 days before clicking Unfreeze backup.
o Clicking Unfreeze backup will NOT delete files from your computer.
o If your backed up files are present on your computer, you do not need to restore them prior to
exiting Frozen mode.
Any files that were not restored, not selected for backup, or are no longer on your computer before resuming
the backup, will remain on the Carbonite servers for up to 60 days before they are removed.
• If you are on a free trial, your backup will be deleted 15 days after your free trial expires.
You can test perform a test restore by creating a test file, backing it up, removing it from your computer, and
then restoring the file to your system.
• Create a test document on the desktop of your computer.
• Right-click your test document, select Carbonite, and then select Back up this file as soon as possible.
• Wait until the orange dot on the file turns green, indicating that the file has been backed up.
o If it takes more than a few minutes for the dot to change color, press F5 on your keyboard to
refresh the screen.
Once the file is backed up, delete it from your computer.
After the file has been deleted from your computer, double-click the Carbonite icon in your Windows
notification area to open the Carbonite InfoCenter.
Within the Carbonite InfoCenter, click the Restore tab on the left, then click Search and restore to open
the Restore Search feature.
Type the full or partial name of the file you deleted into the Find files or folders in your backup field and click
the Magnifying Glass (Search) button.
Note: If you don't remember the name of the test file you deleted from your computer, click the See recently
deleted files link and it should appear.
The search results should display the name of the deleted test file in red text. The STATUS column will display
the date the file will be removed from your backup.
Mark the checkbox and click Restore Selected to begin the restore.
Your file will be restored to your computer. When the restore is complete, your file will no longer be listed in red
text and the status will indicate that the file has been restored.
After the restore has completed, ensure that test file has successfully returned to your computer. Once you
confirm that the test file has been successfully restored, you may remove it from the computer.
This guide assumes that your backup is frozen for safekeeping. If you are unsure about this, please review the
section on how to freeze your backup for safekeeping.
You can restore a few files or folders through the Carbonite application. If you have replaced your computer and
are looking to restore all your backed up files, please refer to the section for restoring all your files.
There are multiple ways to restore a couple of files or folders to a computer. All options will let you get a single
file or group of files back onto your computer in the easiest way possible. Please choose the restore option that
best suits your needs below:
• Using the Carbonite Backup Drive - This option will guide you through looking through your Carbonite
Backup Drive to find what you need to restore.
o This option is best for those who can easily navigate around a folder structure on their computer
to locate what they want to restore.
o Continue for a detailed walkthrough on restoring through the Carbonite Backup Drive.
o If you need to restore 10 Gigabytes or more, we recommend choosing this option.
• Using Anytime Anywhere Access - This option will guide you through signing into your Carbonite
account and remotely accessing your backed up files so that you can restore them to your computer.
o This option is useful for those who are either not on the computer where Carbonite is installed
and still need to remotely access their backup or for those who are more comfortable with a
web interface. Click the appropriate link below for a detailed walkthrough on remotely restoring
your files.
▪ Using Anytime Anywhere Access on Carbonite Safe
▪ Using Anytime Anywhere Access on Carbonite Safe Pro
You can open the Carbonite Backup Drive through the File Explorer window (alternatively called Windows
Explorer in older Windows operating systems). Within this window, double-click the Carbonite Backup Drive
icon.
The Carbonite Backup Drive window will be displayed. To view files and folders in your backup, double-click
the Backed Up Files icon.
Within the Carbonite Backup Drive navigate to the file or folder you wish to restore.
• Once located, right-click the file and select Restore to restore the file to its original location.
• If you wish to restore a file or folder to a new location, select Restore To... and skip to this step.
Note: If you restore a folder that contains a lot of files, some aspects of the restore progress may not be
accurately displayed.
The Restore Manager window will be launched and information about the file or folder currently being restored
will be displayed in the Restore List panel. Once the restore completes, please follow these next steps.
If you chose Restore To..., find and select the location to which you wish to restore. If you wish to create a new
folder, click the Make New Folder button, type a name for the new folder, and press the Enter key. After making
your selection, click the OK button to start the restore.
The Restore Manager window will be launched and information about the file or folder currently being restored
will be displayed in the Restore List panel.
After you have confirmed that you have restored all your data, please unfreeze your backup to resume normal
backup operations.
Just a note before you begin: Carbonite doesn't currently support the ability to do a full restore from a PC to a
Mac or vice versa. If you're trying to do this, you can use Carbonite's Anytime Anywhere Access feature. This
web feature lets you select and download some files from your backup to any Internet connected computer.
Signing in to your account and installing Carbonite is the first step to restoring all your files. This section will walk
you through this process. If Carbonite is already installed on your computer, you may skip ahead to the next
step.
Go to https://account.carbonite.com and sign in with your e-mail address and Carbonite password.
Sign In
If you have signed in as an Administrator, please select your username from the Dashboard.
Select Restore this backup from the Computer Actions drop-down box.
You'll see a popup with two options. Click Complete Restore.
You'll see an overview of the restore process. Click Next > to continue.
Next, click the Install button to start downloading the Carbonite setup file.
In most browsers, you'll see the downloaded file appear near the bottom of the browser window. Click Run if
prompted or double-click the file where it appears to run the setup file.
• If you don't see the file, press Ctrl + J on your keyboard to open your Downloads folder.
• Alternatively, you can press Windows Key + R (to open the Run box), then type
"Downloads" and click OK.
• If you see a message that the file is corrupt or unsupported, please review this Knowledge Base article.
When the setup file opens, you'll see the Carbonite Terms and Conditions. To continue, click "I Agree".
Note: If you don't see the Terms and Conditions screen of the installation wizard after running the setup file,
check your taskbar for the Carbonite icon:
Click this icon to make the Terms and Conditions screen appear. If the installation wizard gets hidden again at a
later step, you can always click this icon to bring it back up.
After accepting the Terms and Conditions, a progress bar will appear. As it fills up, you'll see helpful information
about Carbonite.
• The progress bar will disappear when Carbonite finishes installing.
• Carbonite will then connect to your backup on our servers automatically.
o Please note that this may take a couple minutes.
• After the connection is established, the Restore Manager will open.
At this point, you may proceed to the next step.
The Restore Manager will walk you through restoring your files. If the Restore Manager is open already, skip to
the Match User Accounts section below. Otherwise, let's open the Restore Manager:
1. Double-click the Carbonite icon on your desktop to open the InfoCenter.
2. Click the Restore tab in the column on the left of the InfoCenter.
3. Click the Restore all your files button on the right side of the InfoCenter Restore tab.
4. Click the Next >> button near the bottom of the Restore Manager.
Here you can choose how Windows User data in your backup will be restored.
• The name of each user account will appear on the left.
• The drop-down menu to the right of each user account name will allow you to choose a restore location
for that user.
Carbonite attempts to automatically match the backed up users to user accounts on the current computer. If it
finds a match, Carbonite will select the matching username automatically.
You can manually choose the following options in the drop-down menus under RESTORE FILES TO... for each
backed up user:
• [Do not restore] - This will not restore the backed up data from this user to the new computer.
• [New Windows user account] - This will let you create a new Windows user account and password on
this computer.
o This is the default selection when Carbonite can't find a matching Windows user account.
• [Put files in a desktop folder] - This will restore the files to a folder on your operating system drive
(usually C:).
o This folder will include the name of the Windows user account in the title.
o A desktop shortcut to this location will be created automatically.
o You can double-click the desktop shortcut to open this folder.
• Usernames on the current computer - This will restore the data to the existing Windows user account of
your choice.
• [Restore to a different domain user] - This allows you to enter the username and password of a
Windows user on a different domain.
o Most users do not have separate domains in their home network.
o If there are no other domains available, you will not see this option.
• If you are logged into the computer as a non-administrator user, you may see a warning message
stating user profiles cannot be restored. To restore this data, you must be logged into the computer as
an administrator.
Click Next >> to continue.
Carbonite will attempt to restore files and folders from additional drives to the same drive letter on your new or
repaired computer.
• If the same drive letter exists, Carbonite will automatically select it.
• If the same drive letter does not exist, data from that drive will be restored to a folder on the operating
system (usually C:) drive.
o The folder name will be the drive letter. For example: data backed up from F:\ will restore
to C:\F\
Click Next >> to continue with the default selections.
You can prioritize the restore to get certain files and folders back first.
• For more information about the Choose some files to restore first option, follow the steps in this article.
• To restore files in any order, click Next >> to continue.
Review your choices. Click Edit in any section you would like to change. If you're satisfied with your selections,
click Start Restore Now.
The restore will begin and the restore progress will be displayed.
You may see screens indicating that your backup is "frozen for safekeeping."
• This is the correct setting during restores and is perfectly normal.
• Please stay in frozen mode while you are restoring your files to ensure everything progresses smoothly.
It is strongly recommended that you keep your computer powered on to help restore as quickly as possible. You
can find out more information about this in the next step.
To help your restore finish as quickly as possible, we recommend that you configure your computer's power
settings and Windows Automatic Updates, so your computer doesn't sleep or restart. If your computer restarts
for any reason, the restore will resume from where it left off when it reconnects to the Carbonite servers, but it
will delay the process.
The restore will progress automatically if your computer is powered on and connected to the internet.
• You can continue to use your computer as needed, but please try not to move or delete any restored
files while the restore is happening to avoid potential issues.
• After the restore is finished, please navigate to the post-restore checklist section of this article for
instructions on what to do next.
You can close the Restore Manager window during the restore process.
• The restore will simply continue in the background.
• You can reopen the Restore Manager by right-clicking the Carbonite icon in the notification area and
selecting View Restore Status....
Note: The View Restore Status... option will only appear after the restore queue is created and file restores are
under way. If you do not see this option shortly after beginning a restore, it should appear within a few minutes.
• After installation, you may see popups on your screen indicating that your backup is frozen for
safekeeping.
o This is perfectly normal and helps preserve your backup, so you can safely restore your files.
o The Restore Manager wizard allows you to restore your entire backup to your computer.
• If your restore is in progress but appears to be stuck, please visit this article for step-by-step help in
diagnosing and resolving the issue.
• Do NOT exit Frozen Mode at any time while you are restoring files.
o You should only exit Frozen Mode when you have restored all your files and are ready to start
backing up again.
o The Restore Manager will prompt you to resume backup after everything is complete.
• Do NOT delete any restored files or move/edit/delete any restored folders until the full restore
operation is complete.
o You can safely open, edit and save a restored file while other files are still restoring.
You can use the Carbonite Backup Drive to restore all your files to a specific location like an external hard drive
or a folder on the root of an internal hard drive.
You can open the Carbonite Backup Drive through the File Explorer window (alternatively called Windows
Explorer in older Windows operating systems).
Before restoring any files, you must first freeze your backup. Right-click the Carbonite icon in the notification
area and select Freeze Your Backup.
• If the icon isn't visible, click the show hidden icons button ( < ) next to the Windows notification area
to display hidden icons.
Once frozen, double-click the Carbonite Backup Drive icon.
The Carbonite Backup Drive will open. Double-click the Backed Up Files icon.
Highlight the directory/directories you want to restore, right-click the selection and click Restore To.... A Browse
for Folder window will appear.
You may also see User profile folders listed here, but they are located on one of the physical drives listed (C: by
default). There is no need to separately select them for restoration if you are restoring the directory where they
are physically located.
• This restore method may cause a display issue with the restore status window but will not affect the
restore itself.
In the Browse for Folder window, find and select a restore location. You can select a single folder on any internal
or external drive, provided there is enough free space available. You can also move and separate your restored
files after the restore operation is complete. If you wish to create a new folder, click the Make New
Folder button, type a name for the new folder, and press the Enter key on your keyboard.
Click the OK button to restore your files to the selected location.
The Restore Manager window will appear to display the progress of the restore. The computer should remain
powered on and connected to the internet for the duration of the restore. If restoring to an external hard drive,
ensure that the drive remains connected to the computer for the duration of the restore.
Once you have completely restored all your data, you can unfreeze your backup to resume normal backup
operations. If you are not certain about the status of the restore or what to do after a restore completes, our
Post-Restore checklist offers helpful instructions for determining if the restore is complete, locating restored
files, and adjusting the computer's settings back to their defaults.
Brand new computer? Experience a crash or virus and need your files back now? Just follow the three easy steps
below.
Log into your account at https://account.carbonite.com.
Click your username and select from Restore this backup from the Computer Actions dropdown menu for the
appropriate computer:
Note: Carbonite doesn't support restoration from a Mac to a PC or vice versa.
If prompted, indicate that Carbonite is not installed and select Restore all your files to download Carbonite.
When the download completes, double click Carbonite to run it from your Downloads folder. If you can’t find
your downloads folder, press Ctrl + J on your keyboard to make it appear. Carbonite will be at the top.
After agreeing to the terms, you’ll see this window. Choose a restore location for each of your user accounts
(your user account is the name you use when you first log into your computer). When you’re satisfied with your
choices, click Next.
• If you choose to restore to the Desktop, this data will be restored to the root of the C:/ Drive and a
desktop shortcut will be created that points to it. If you choose to not restore a user account, any data
not restored will be removed from your backup within 60 days of exiting frozen mode and resuming
your backup.
If you had more than one drive backed up, choose restore locations for your other drives and click Next.
• Any data not restored will be removed from your backup within 60 days of exiting frozen mode and
resuming your backup.
If you need some files back before others, select Choose some files to restore first. Otherwise, just click Next.
Check your selections to make sure they’re correct. Click Edit to make changes. When you’re satisfied with your
selections, click Start Restore Now.
The progress of the restore will be displayed in this window. You can open this window to check the progress of
you restore at any time by double-clicking the green Carbonite icon on your desktop. The restore will keep
running in the background even if you close this window.
Helpful Tips to Get Your Files Back Faster
• Keep your computer on.
• Use a wired internet connection instead of a wireless connection.
• Configure your computer to not sleep.
Restore Complete
Once complete, a summary of the restore will be displayed. You can view a restore report or continue your
backup. Click Done to resume your backup.
If you have trouble finding files after a restore, use the Restore Report to help you search for them.
Resume Backup
After you're sure you have your files, leave frozen mode to start your backup. If you have questions about
whether your data was restored correctly, check out the Carbonite Post-Restore Checklist.
The restore order of your files and folders can be prioritized during the setup stage of a full restore.
Prioritization cannot be changed after the restore has been started.
At the Need some files or folders first? page of the Restore Manager, select Choose some files to restore first
and click Next.
Use the search feature to find files that you would like to restore first and use the associated ( + ) sign to add
them to the list of prioritized files.
After making your selections, click Continue to review the details of the restore.
After prioritizing the order in which files and folders will be restored, you can continue with the restore.
Carbonite's Search and Restore feature allows you to search your backup for files and/or folders. If you do not
remember the name or exact location of a file or folder, you can search for them using details like the partial
name or file extension.
Freeze your backup for safekeeping so that you can perform a restore and so that no changes are accidentally
uploaded to Carbonite's servers.
Right-click the Carbonite icon in your Windows notification area and select Freeze your backup.
If your Carbonite icon looks like the icon next to Freeze your backup in the example below, your backup is
already frozen for safekeeping. In this case, double-click the Carbonite icon.
Note: If the icon isn't visible, click the show hidden icons button ( < ) next to the Windows notification area to
display hidden icons.
A pop-up notification will indicate that your backup has been frozen for safekeeping. While your backup is
frozen, no new files or changed files will be uploaded to Carbonite's servers, nor will any files be removed from
your backup.
Click the Restore Files link.
Within the Carbonite InfoCenter, click the Search and restore button to open the Restore Search window.
After clicking Search and restore, the Restore Search window will be displayed. You can use this window to
search your entire backup by file name or file extension (e.g. .docx, .doc, .jpg). You can also search for backed up
files that were deleted recently.
If you perform a search while viewing recently deleted files, only your recently deleted files will be displayed.
Enter your search criteria within the fields provided and click the Search button.
To search for files by filename, type the name of the file or folder in the Find files and folders in your back upfield
and click the Magnifying Glass. You are also able to search for partial file names. For example, if you type "res",
the search will return the following files: "Resume.doc" and "JohnResume2009.doc." If you want to search for all
files of a certain type (images or movies for example), you can type the file extension ("jpg" or "avi") and all files
of that type will be returned.
Select the file(s) and/or folder(s) you wish to restore by checking the box in front of the filename in the Results
list, and then click the Restore Selected button to queue your file(s) for restore.
If you click Actions, you can choose between different restore options:
• Original Location - This will restore the file to the original location on the computer and overwrite the
original file if it already exists in the same location.
• Folder on Desktop -This will restore the file to a folder on the desktop named Carbonite Restored Folder.
When this option is used on a folder, it will restore the folder itself on the desktop.
• Previous Versions - This launches a sub-screen from which a previous file version can be selected for
restore. Choose a version and click Restore Selected to restore the file to your computer with a new
name.
Your file progress will appear in the Restore List panel of the Restore Search window.
You can access and use the file when the restore is complete.
You can restore a previous version of a file through the Carbonite context menu or through the Carbonite
Backup Drive.
Right-click the Carbonite icon in your Windows notification area and select Freeze your backup. Freezing your
backup prevents Carbonite from making changes to it so you can perform a restore.
If your Carbonite icon looks like the icon next to Freeze your backup in the screenshots below, your backup is
already frozen for safekeeping. In this case, double-click the Carbonite icon.
Note: If the icon isn't visible, click the show hidden icons button ( < ) next to the Windows notification area to
display hidden icons.
A pop-up notification will indicate that your backup has been frozen for safekeeping. While frozen, no files will
be removed from your backup and nothing will be uploaded to the Carbonite servers.
Close the Carbonite Infocenter and locate the file you wish to restore. If you have deleted the file, or cannot
locate the file on your computer, click here for instructions on using the Carbonite Backup Drive.
Right-click the file and select Carbonite; Restore previous versions.
• This menu option will only be displayed if your backup contains a previous version of the file.
A Restore a Previous Version window will be displayed. This window lists all the versions of a file available
for restore in chronological order with the most recent version of the file listed at the top.
Select the desired version of the file from the list.
Once selected, specify the name and location for the file and click the OK button.
The Restore to location: field will be automatically populated with the path to the existing file. The word
"(Restored)" will be added to the existing filename with the date and time it was backed up. Alternatively, you
can enter a different filename and/or save the file to a different location on your computer by clicking
the Browse... button and selecting a new location.
With the Backup Drive, you can restore previous versions of files deleted within the last 60 days.
Right-click the Carbonite icon in your Windows notification area and select Freeze your backup.
If your Carbonite icon looks like the icon next to Freeze your backup in the screenshots below, your backup is
already frozen for safekeeping. In this case, double-click the Carbonite icon.
Note: If the icon isn't visible, click the show hidden icons button ( < ) next to the Windows notification area to
display hidden icons.
A pop-up notification will indicate that your backup has been frozen for safekeeping. While frozen, no files will
be removed from your backup and nothing will be uploaded to the Carbonite servers.
Click the Restore Files link to open the InfoCenter to the Restore tab.
Within the Carbonite InfoCenter, click Restore to view the restore options, then click Browse your backup to
open the Carbonite Backup Drive.
The Carbonite Backup Drive window will be displayed. This window will show you the files in your backup,
organized just as they are on your computer.
Locate the file you wish to restore. Once located, right-click it and select Restore previous versions....
Select the desired version of the file from the list.
Once selected, specify the name and location of the file and click the OK button to restore it.
The Restore to Location: will be automatically populated with the path to the existing file. The word "(Restored)"
will be added to the existing filename with the date and time it was backed up. Alternatively, you can enter a
different filename and/or save the file to a different location on your computer by clicking the Browse... button
and selecting a new location.
Carbonite's Restore Search feature lets you access previous versions of a file and restore them.
Right-click the Carbonite icon in your Windows notification area and select Freeze your backup.
If your Carbonite icon looks like the icon next to Freeze your backup in the screenshot below, your backup is
already frozen for safekeeping. In this case, double-click the Carbonite icon.
Note: If the icon isn't visible, click the show hidden icons button ( < ) next to the Windows notification area to
display hidden icons.
A pop-up notification will indicate that your backup has been frozen for safekeeping. While frozen, no files will
be removed from your backup and nothing will be uploaded to the Carbonite servers.
Click the Restore Files link to open the InfoCenter to the Restore tab.
Within the Carbonite InfoCenter, click the Search and restore button to open the Restore Search window.
Enter your search criteria within the fields provided and click the Search button. You can search by folder name,
file name or file extension (e.g. .docx, .doc, .jpg).
To search for files by filename, begin typing in the Find files or folders in your backup field. The search is
performed automatically as you type and will return files with names that contain the characters you type, no
matter where they appear in the filename. For example, if you type "res", the search will return the following
files: "Resume.doc" and "JohnResume2009.doc." If you want to search for all files of a certain type (images or
movies, for example), you can type the file extension ("jpg" or "avi") and all files of that type will be returned.
Select the file(s) you wish to restore by checking the box in front of the filename in the Results list and click
the Actions; Previous Version for the file you wish to restore.
Select one of the previous versions of the file and click Restore Selected Versions.
Once the restore has started, a progress bar will appear in the Restore List panel.
After your files have finished restoring, you can access them by their new name on your computer.
Windows user accounts are an easy way to separate the personal information of everyone who uses a
computer.
• The names listed when you turn your computer on are the Windows user accounts on your computer.
• Your personal documents, music, photos, settings, and other important files are typically stored in your
Windows user account folder under C:\Users
• If you share your computer with other people, you might see their names listed on the login screen
when you turn the computer on.
If any of the Windows user accounts on your old computer don't exist on your new computer, Carbonite can
recreate them for you during the restore process.
• During the restore process, you will be asked to match user accounts.
• You may be prompted by Carbonite to create a password for any new Windows user accounts.
• Use the dropdown menu for each username to choose a restore option.
• If you don't want to recreate a user account, select Do not restore or Put files in a desktop folder.
o Please note that any files not restored will be removed from your backup 60 days after you exit
Frozen mode.
After making your selections, click Next to proceed with the restore.
If you do not wish to restore all your files using the Restore Manager, you also can restore individual files and
folders with Carbonite.
• For additional information, please refer to Restoring Individual Files or Folders.
When you are restoring your files with Carbonite, the Restore Manager will display a progress bar indicating the
completion percentage of the restore. If you need to pause the restore for any reason, you can do so through
the Restore Manager screen.
If you do not already have the Restore Manager open, right-click the Carbonite icon in your Windows
Notification area and select View Restore Status.
Note: If you do not see the icon, click the show hidden icons button ( < ) next to your Windows notification area
to view hidden icons. In Windows 7, click the Show hidden icons button ( ^ ) next to your Windows notification
area, to see the Carbonite icon. If you are running Windows 8 and are not viewing the desktop, please press
the Windows Key + D on your keyboard to view the desktop.
You will see the Restore Manager displayed with the progress of the restore. Locate and click the Pause link.
From the drop-down menu, select how long you would like the restore to be paused for and click OK.
The restore will be paused in place. As long as your computer remains on, the restore will automatically resume
once the time has elapsed.
Ongoing restores can be cancelled through the Restore Manager.
Note: Your backup must be frozen for safekeeping when restoring files to ensure that no files are removed from
your backup before they are restored.
Double-click the Carbonite icon in your Windows notification area to open the Carbonite application.
• If you do not see the Carbonite icon, it may be hidden. Click the Show hidden icons button ( < ) to view
the Carbonite icon.
Once open, click the View status of files being restored link to open the Restore Manager.
Within the Restore Manager, click the Cancel link.
In the pop-up window that is displayed, click OK to stop the restore.
You can restart the restore or restore individual files or folders later. Unrestored files will be removed from your
backup within 60 days of exiting frozen mode if they are otherwise not present on your computer in a location
that is selected for backup.
The progress of the restore will be displayed in the Restore Manager. A notification will be displayed at the end
of each restore with a link to a list of restored files.
Double-click the Carbonite icon in your Windows notification area to open the Carbonite application.
Note: If you do not see the Carbonite icon, it may be hidden. Click the Show hidden icons button ( < ) to view
the Carbonite icon.
The Carbonite application will be displayed, and a pop-up notification will indicate that your backup is paused /
frozen for safekeeping.
Click the View status of files being restored link to open the Restore Manager. Click the image below to
enlarge.
The progress of the restore will be displayed as a percentage. Information about the file currently being restored
will also be displayed.
When the restore is complete, details about it will be displayed within the Restore Manager window. A printable
list of restored files and instructions for importing files for certain programs can also be accessed here.
Files and folders are usually restored to the locations from which they were originally backed up (or to the
location they were mapped to on the new computer), making it easy for you to retrieve a file quickly and
continue with your work. You can use the Carbonite Restore Report to better locate any restored files.
If you restored to a new computer using the Restore Manager, you were asked to match user accounts and
choose where to restore your files. For example, if your username was "Bob" on your old computer and your
username is "Bobby" on the new computer, you can instruct the Restore Manager to download the files
previously located under "Bob" to the "Bobby;" username. When the restore completes, your backed up data
will appear on the new computer under "Bobby."
• Application settings will be restored to a folder labeled Carbonite Restored OLD User Setting sunder
your user folder. This avoids potentially overwriting your current program settings. This is usually
limited to files backed up from the AppData and Local Settings folders and generally does not affect
any of your user-created files.
Carbonite will place a Restore Report on your desktop whenever you perform a restore. This file contains a list
of all the files you chose to restore, each file's original backup location, and the location where each file was
restored to on the new computer.
To access the Restore Report, double-click the Restore Report file on your desktop (it will usually have the
symbol of your default web browser for an icon).
The Restore Report will be displayed in your web browser. This report contains a list of restored files and
folders.
• Overview - Displays the overall status of the restore, including the number of files restored, the total
size of all the files, and the location of certain applications' data that was restored.
• File Details - Provides additional information about each restored file, including the file name, old file
location and new file location.
You can either scroll through this list or press CTRL + F on your keyboard to open a Find Window and search for
specific files.
Once you locate the file in the list, look under the New Location column to determine where the file can be
found on the new computer.
This guide will walk you through each step of the Carbonite restore process.
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. When you transfer your subscription, you can restore your files that were
backed up by Carbonite.
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.
Sign into your account at https://account.carbonite.com from the computer you wish to transfer Carbonite to.
Sign In
Once signed in, click the user name of the person whose backup needs to be restored.
On the next screen, select Restore this backup from the drop-down menu under Computer Actions.
Click Complete Restore on the next page.
• If you are unable to see a button to proceed, you may need to adjust your browser's zoom settings by
holding the CTRL key and tapping the + or - key on your keyboard to zoom in or out.
The next popup in the web browser shows the four steps for restoring. Click Next >.
Then click Install to start downloading the Carbonite installer.
In most browsers, you will see the file appear near the bottom of the browser window. Click Run if prompted or
double-click the file where it appears to run the installer.
• If you don't see the file, press Ctrl + J on your keyboard to open your Downloads folder.
• Alternatively, you can press the Windows Key + R (to open the Run box), then type "Downloads" and
click OK.
The first screen of the installer displays Carbonite's Terms and Conditions. You will have to accept these terms to
continue with the installation. The options to agree and disagree are provided in the bottom right of the
window.
After accepting the Terms and Conditions, you will see a progress bar on the screen and several status
descriptions as the software installs.
The progress bar will then disappear, indicating the install is complete. Carbonite will automatically begin
connecting to your backup on our servers right away. You will see several more status descriptions on screen
during this process, including Downloading backup information... and ending with Starting the backup engine....
These screens may take a few moments to progress. There is no need to intervene. If Carbonite does encounter
a problem while connecting to your backup, the software will display a notification.
When the connection completes, the Restore Manager will open.
Please review our difficulty installing Carbonite article if you have any trouble installing Carbonite.
The Restore Manager will be launched at the end of the installation, allowing you to restore all your backed up
data.
Note: Any data not restored will be removed from your backup 60 days after exiting Frozen mode if it is not
otherwise presented on your computer and selected for backup.
Match User Accounts
Select restore options for each of your backed up user accounts and click Next to continue.
Restore Additional Data
Choose whether to restore files from locations outside of your Users folder and click Next.
If you choose not to restore additional backed up data and resume your backup, any data not restored will be
removed from your backup within 60 days of exiting Frozen mode.
Prioritize Your Restore
Choose whether to restore your files in a certain order and click Next to continue.
Review Restore Selections
Review your selections. Click Edit to make any changes. Once you're satisfied with your choices, click Start
Restore Now.
Restore Progress
Once the restore has started, you will be able to review the overall and individual progress of the restore. Your
overall progress will be displayed within the main area of the window. The individual progress of the restore,
beginning with the files you selected to be restored first, will be shown within the Restore List.
After the restore has started, Carbonite recommends that you keep your computer on and that your backup
remains frozen for safekeeping until the restore has completed. The restore may take time to complete.
You can close the Restore Manager window during the restore process: the restore will continue to operate in
the background. To reopen the Restore Manager window to see your current progress, right-click the Carbonite
icon in the notification area and select View Restore Status....
The restore will now progress until it has successfully completed. It is recommended that you adjust your
computer's power and Windows Update settings to not conflict with the restore progress.
After the restore completes please review the Carbonite Post-Restore Checklist to assist you with getting all your
files back into the correct location(s) and making sure you are prepared to begin backing up again.
Troubleshooting Assistance
While the process to install Carbonite and begin the restore should normally run without a problem, below are
some troubleshooting steps that should help you resolve any issue that you may be experiencing.
Difficulty Installing Carbonite
• Usually when you are experiencing issues with Installing Carbonite on your computer, it is the cause of
some security software blocking the installation. Ensure Carbonite is allowed through your security
software - Most security software will prompt you to grant Carbonite access when it tries to install.
Please ensure that you select to give Carbonite access through the Security Software to ensure that it
can be installed correctly and perform the necessary functions to complete the restore. If you run into
any trouble with this, please review this article on installation difficulties.
Computer Goes to Sleep and Restore Never Finishes
• If your computer is continually going to sleep or restarting due to Windows Updates, we recommend
that you adjust your power settings, to keep your computer on and connected to the internet
and configure your Windows Updates during the restore to help alleviate this issue.
Remain in Frozen Mode
• Ensure that you always remain in Frozen Mode for the restore. This mode is to facilitate restoring files to
your computer and you should remain in it until you are certain that you have restored all the files to
this new computer.
This checklist will assist you with performing post-restore functions to get your data where it needs to be and
resume your backup.
The Restore Manager indicates the restore progress. When the restore finishes, you will receive a pop-up
indicating the number of files restored. You will also be able to view a report of the restore progress.
Double-click the Carbonite icon in your Windows notification area to open the Carbonite InfoCenter.
• If you do not see the Carbonite icon, it may be hidden. Click the Show hidden icons button ( < ) to view
the Carbonite icon. In Windows 7, click the Show hidden icons button ( ^ ) to view any hidden icons. If
you are running Windows 8 and are not viewing the desktop, please press the Windows Key + D on
your keyboard to view the desktop.
You will see the Carbonite InfoCenter displayed, indicating that your backup is frozen for safekeeping. Click
the View status of files being restored link to open the Restore Manager to the Restore page and you will see
the status of the restore in progress. (Note: If this option is not available, it is possible that the restore is already
complete. If this is the case, please proceed to Step 2).
This page shows you the percentage of your selected files that have restored, which file is currently being
restored, how many files have been restored, and the progress of the file it is currently restoring.
Once the restore has completed, you will be taken to the next step, indicating the total number of files restored.
In here, you can view a printable list of the restored files and receive instructions on how to import files for
certain programs.
You can use the Carbonite Restore Report to locate your restored files. The restore report lists the original
location and the restore location of each restored file.
• Application setting files will be restored to a folder labeled Carbonite Restored OLD User
Settings under your user folder to avoid overwriting your current program settings. These files
generally come from the AppData and Local Settings folders and do not affect any of your user-
created files.
After a restore, Carbonite will create a Restore Report file on your desktop. This file contains a list of all the files
you chose to restore, each file's original backup location, and the location to which they were restored to on the
new computer.
To access the Restore Report, click the Restore Report file on your desktop (it will usually have the symbol of
your default web browser for an icon).
You will see the Restore Report displayed in your web browser. This will list all your files and folders that you
have restored to your system.
• Overview - This will display the overall status of the restore. Included in this is the number of files
restored, the total size of all the files, and the location of certain applications' data that was restored.
• File Details - This will give you a file by file view of what was restored and where it was restored to.
• File Name - Displays the name of the file that was backed up with Carbonite.
• Old Location - Displays the original location where the file was backed up. This location may not
necessarily be on this computer but existed when the file was last backed up.
• New Location - Displays the new location where the restored file now resides on the computer.
You can open Windows Explorer and browse to the location listed here and access the file in
question.
The list is scrollable so that you may seek the file or files you are looking for. However, if you do not wish to
scroll through the list manually, you can press CTRL+F on your keyboard to open a Find Window.
Within the field provided, type the name or partial name of the file you are looking for and your web browser
will search the list automatically.
After you have located the file within the list, you can look under the New Location column to locate where the
file was restored to on your computer.
If you'd like to move restored files to a new location, you can do so by dragging and dropping them from one
folder to another. Restored folders can also be moved in this manner.
If your data was restored to an unexpected or unfamiliar location due to differences between the old computer
and the new computer and you need help moving it to a more familiar location, we recommend contacting our
partner Support.com at 1-866-314-1159 or a local technician for assistance.
Our support staff is fully engaged to provide the best service we possibly can for all your Carbonite-related
needs. Restoring the operating system or programs are outside of our expertise and thus our technicians are not
able to perform them on your behalf, but we’ve partnered with an organization called Support.com that
specializes in this type of assistance. If you need help importing your restored data, moving restored data to a
different location, or optimizing how your computer functions, you can contact Support.com at 1-866-314-1159.
They are available 24 hours a day, 7 days a week.
If you prefer to complete these steps yourself, you can access the instructions for importing data into each of
the programs listed below by clicking the appropriate link in the Carbonite Instructions column:
Program Carbonite Instructions
Chrome Restoring Data to Google Chrome
Edge Restoring Data to Microsoft Edge
Family Tree Maker Restoring Data to Family Tree Maker
Firefox Restoring Data to Mozilla Firefox
Incredimail Restoring Data to Incredimail
Internet Explorer Restoring Data to Internet Explorer
iTunes Restoring Data to iTunes
Neat/Neatworks Restoring Data to Neat/Neatworks
Outlook
Restoring Data to Outlook 2010 and Above
Restoring Data to Outlook 2007
Restoring Outlook Express
Peachtree Restoring Data to Peachtree
QuickBooks Restoring Data to QuickBooks
Quicken Restoring Data to Quicken
RoboForm Restoring Data to RoboForm
Sticky Notes Restoring Data to Sticky Notes
Thunderbird Restoring Data to Mozilla Thunderbird
Windows Live Mail Restoring Mail to Windows Live Mail
Restoring Contacts to Windows Live Mail
For any additional questions or concerns about a specific program, please check with the vendor of that
program.
After you have confirmed that all your files have been restored and imported into the programs you need,
you can exit frozen mode to resume your backup operations.
You may unfreeze your backup by selecting Unfreeze your backup in the Carbonite InfoCenter Back Up tab or
with the Carbonite lock icon.
To unfreeze your backup, right-click the Carbonite icon and select Unfreeze your backup.
• If you do not see the Carbonite icon, it may be hidden. Click the Show hidden icons button ( < ) to view
the Carbonite icon.
In both cases, unfreezing your backup will display a confirmation window. The confirmation window asks if you
have restored all your backed up files to your machine, and if you want to resume your backup.
If you click Yes, unfreeze my backup, Carbonite will start backing up your machine.
• You cannot click the Yes, unfreeze my backup button until you mark the checkbox labeled I
understand any files I have not restored will be deleted from my backup in 60 days.
If you click No, keep my backup frozen, your backup will remain frozen for safekeeping.
Any files that were not restored, not selected for back up, or are no longer on your computer before resuming
the backup, will remain on the Carbonite servers for up to 60 days before they are removed.
Now that you have started backing up again, we recommend that you re-adjust your power and windows
update settings back to their original settings.
