The Carbonite InfoCenter .................................................................................................................................... 2

View Your Backup Status ..................................................................................................................................... 3

Restore Files ........................................................................................................................................................ 4

The Settings Tab .................................................................................................................................................. 5

The Account Tab .................................................................................................................................................. 7

The Help Tab ..................................................................................................................................................... 10

Managing Your Carbonite Settings ..................................................................................................................... 11

Updating to the Latest Version .......................................................................................................................... 11

Update Carbonite through InfoCenter ........................................................................................................ 11

Verifying Your Update ................................................................................................................................ 13

The Carbonite Icon ............................................................................................................................................ 13

Finding Your Product Serial Number .................................................................................................................. 14

Changing Your Computer's Nickname ................................................................................................................ 15

How to Find the Email Address Associated with Your Account ........................................................................... 17

Slow Computer or Computer Locking Up / Disabling Colored Dots ..................................................................... 18

Interfering with Another Program / Disk Defragmenting / Disabling Carbonite .................................................. 20

Carbonite Impacting Other Programs (such as Vonage and Skype) / Low Priority Mode / Pausing Carbonite ...... 21

Placing Carbonite in Low Priority Mode ...................................................................................................... 21

Pausing Carbonite ...................................................................................................................................... 23

Starting a Remote Session Using Bomgar ........................................................................................................... 24

If you are running Windows XP or Windows Vista, please review the information below about the Carbonite

InfoCenter.

The Carbonite InfoCenter can be used to restore files, view your backup status, change settings, view

instructional videos and visit the Carbonite knowledge base. The Carbonite InfoCenter can also be used

to settings such as updating your version, finding your product serial number, changing your computer's

nickname and disabling colored dots on your files/folders.

First, double-click the Carbonite icon in your Windows notification area to open the Carbonite InfoCenter.

Note: If the icon isn't visible, click the show hidden icons button ( < ) next to the Windows notification area to

display hidden icons.

The Carbonite InfoCenter will be displayed.

The Carbonite InfoCenter allows you to do all the following.

The Back Up page shows you the status of your backup at a glance.

Carbonite opens to the Back Up tab by default. To check your backup status and/or progress, click the Back Up

tab on the left side of the Carbonite InfoCenter.

When you open the Carbonite InfoCenter, the size and file count of your backup will be displayed. If your backup

is up-to-date and there are changes to files scheduled to be backed up within 24 hours, a Back up now button

will be displayed with which you can manually start the backup.

The Back Up tab also displays the following information:

Online Backup

The online backup section of the Carbonite InfoCenter displays information about your backup progress. This

reflects the files which have been sent to our servers for safekeeping.

• ##### files (##### MB/GB) - This is the total size and number of individual files that comprise your

backup.

• ##### files pending (##### MB/GB) - This is the total size and number of individual files that are pending

or scheduled to be backed up.

The Restore tab lets you choose a variety of restore options.

To open the Restore tab, click Restore on the left side of the Carbonite InfoCenter.

The Restore tab has the following options:

• Search and restore - This option allows you to search for files in your Carbonite Backup using

parameters.

• Browse your backup - This button opens your Carbonite Backup Drive, enabling you to restore files and

folders through right-click options.

• Restore all your files - This button opens the Restore Manager and guides you through a step-by-step

process to restore files to your computer.

You can manage Carbonite's settings through the Carbonite InfoCenter. These settings allow you to:

• Toggle Carbonite's default backup selections.

• Control how Carbonite uses Internet bandwidth.

• Toggle Carbonite's colored status dots on or off.

• Set a backup schedule.

Open the Carbonite InfoCenter by double-clicking the Carbonite icon in your Windows notification area.

Note: If the icon isn't visible, click the show hidden icons button ( < ) next to the Windows notification area to

display hidden icons.

Click the Settings tab on the left.

All customers have access to the Online Backup settings within Carbonite.

These settings affect the online backup portion of your Carbonite subscription, and allow you to control

Carbonite's colored status dots, Carbonite's Internet usage, and the backup schedule.

Click Edit settings next to Online Backup.

After you change a setting, click Save to apply your changes.

The Account tab shows you information regarding your Carbonite subscription and your account login.

To open the Account tab, click Account on the left side of the Carbonite InfoCenter.

This screen gives you information about the Carbonite software installed on your machine:

• Product Name - The name of the product you're using will be displayed below the Account header near

the top of the window.

• Expiration date - Your expiration date will be displayed below the name of the product you're using.

o When your Carbonite subscription expires, we will keep your backed up data on our servers for

30 days.

o If you are running a trial, your data will be saved on our servers for 15 days after your trial

expires.

• Software version - Here you can view what version of the Carbonite software you are running.

o If you do not have the latest version of Carbonite, our software will prompt you to update to the

latest version through a pop-up window.

• Serial number - This area shows you the serial number associated with this computer.

o Your serial number is unique for each computer registered with Carbonite.

• Activation Code - This area shows you the activation code of the current subscription you are running.

The Personal information panel gives you information related to your account and where your backup is located:

• Computer Nickname - This is the nickname that you have given this computer when you first installed

Carbonite on it. To change the nickname associated with this computer, click the edit link.

• Email - This area shows you the email address that your subscription is associated with. To change your

email address, click the Edit your personal information link and you will be taken to your Carbonite

account to change the email address.

• Password - This area lets you change your password associated with Carbonite by clicking the Edit your

personal information link to sign in to your Carbonite account.

• Edit your personal information - This link opens a web page to let you sign in to your Carbonite account

and manage your computers or billing information.

With the Online Backup section, you can change the following settings:

• Online Backup Schedule - Controls when Carbonite performs online backups.

o Files will be backed up continuously by default.

o You can schedule your backup to run once a day or not to run during certain hours.

• Display colored status dots on my files and folders - Status dots will be displayed on backed up and

pending files when selected (or hidden when deselected).

o For additional information on how to tell what files/folders are backed up, please view this

Knowledge Base article.

• Include Carbonite's recommended default backup selections in my backup - Selects the C:\Users folder

(C:\Documents and Settings\ on Windows XP computers) for backup when enabled.

o Deselecting this option won't change your existing backup selections, but it will prevent

Carbonite from automatically backing up your user’s folder(s) when files are added or changed.

o For a detailed list of excluded file types, please view this Knowledge Base article.

• Reduce Carbonite's Internet usage - Causes Carbonite to use less bandwidth when selected.

o Most useful when running Vonage, Skype or other VoIP (Voice over Internet Protocol) services in

a low-bandwidth environment.

o Backup speed will be reduced, preventing Carbonite from interfering with voice quality.

Note: You can include a file or folder to your backup by right-clicking it and selecting Carbonite; Back this up.

For additional information about selecting files for back up, please view this Knowledge Base article.

The Help tab displays helpful support videos and enables easy access to the Carbonite Knowledge Base.

To open the Support tab, click Support on the left side of the Carbonite InfoCenter.

You can click a video to view it, or you can click the Carbonite support site link to visit our Knowledge Base.

For additional information about managing your Carbonite settings within the InfoCenter, please use one of

the links below.

• For Windows XP or Windows Vista, the latest client version will be 5.8.10. You can confirm your

software version within the Account tab of the Carbonite software.

You can view the current version of the product you are running, and then Carbonite will do an automatic check

to see if there is a newer version available. If it finds an available update, you will receive a pop-up to install the

latest update of Carbonite on your computer.

On your desktop, double-click the Carbonite icon.

• If you're having trouble finding the Carbonite icon, you can use the Windows Start menu to find it.

Within the Carbonite InfoCenter, click the Account tab.

Carbonite will perform a check of your version and see if there are any available updates. If you are running the

latest version of the software, there will be a message to indicate this under Software version.

If you are currently backing up files, you will be unable to update through the Carbonite InfoCenter, but you can

still update to the latest version by reinstalling Carbonite.

Click Install Free Update to download and install the latest version of Carbonite on your computer.

Once the update has completed, you can verify your software version through the Account tab of the Carbonite

InfoCenter

To verify that the update has completed, open the Carbonite InfoCenter and navigate to the Account tab. Your

software version is listed near the center of the window. There will be subtext below the version informing you

that "Your software is up-to-date."

For further confirmation, you can compare the number listed here to the version number of the latest version of

your product. For a list of our latest product versions, please see the following article: Latest Product Versions.

If your software version matches the latest product version, your update was successful.

The Carbonite icon can be used to pause Carbonite, freeze your backup for safekeeping, and open the Carbonite

InfoCenter.

To access the Carbonite icon menu, right-click the Carbonite icon in your Windows notification area.

Note: If the icon isn't visible, click the show hidden icons button ( < ) next to your Windows notification area to

view hidden icons.

The Carbonite icon contains the following options:

• Launch InfoCenter... - Opens the Carbonite InfoCenter to the Back Up tab and displays the status of your

backup (A set of copies of your files on our servers).

• Freeze Your Backup - Stops the backups and prevents files from being removed from the Carbonite

servers.

• Pause For - Pauses back up operations; Carbonite still scans your system for new or changed files.

If Carbonite is installed and functioning correctly on your computer, you can locate your serial number using the

instructions below.

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.

Click the Account tab on the left side of the Carbonite InfoCenter. Your serial number is located beneath your

expiration date.

You can change your computer's Carbonite nickname through the Carbonite InfoCenter.

Double-click the Carbonite icon in your Windows notification area to open the Carbonite InfoCenter.

Note: If the icon isn't visible, click the show hidden icons button ( < ) next to the Windows notification area to

display hidden icons.

Within the Carbonite InfoCenter, click the Account tab to view your computer nickname.

Click (edit).

Select the type of computer you are using and type a suitable nickname for your computer in the appropriate

field.

Click OK to save your changes. Your account should update within an hour.

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.

Within the Carbonite InfoCenter, click the Account tab on the left side. Your email address will be displayed on

the right side of this window.

Carbonite is designed to run in the background of your system and not interfere with your everyday tasks. If

your computer is running slow, disabling the Carbonite colored status dots may help free up system resources.

Double-click the Carbonite icon in your Windows notification area to open the Carbonite InfoCenter.

• If the icon isn't visible, click the show hidden icons button ( < ) next to the Windows notification area

to display hidden icons.

Within the Carbonite InfoCenter, click the Settings tab.

Within the Settings tab, click Edit settings next to Online Backup.

Deselect the Display colored dots on files and folders option and click Save.

Carbonite's colored status dots will be removed from your files and folders thereby reducing Carbonite's usage

of system resources. If you choose to disable the dots, you can check the backup status of your files by browsing

the Carbonite Backup Drive. You can also check the backup status of your files through the Carbonite context

menu. You can ensure your backup is running by opening the Carbonite InfoCenter.

To enable the colored status dots on your files and folders, select the Display colored status dots on files and

folders option.

Conflicts may arise when other programs attempt to access files while Carbonite is trying to back them up. This

can also happen if other programs attempt to access the services Carbonite uses for backup while a backup is

taking place. The easiest way to resolve a conflict is to disable Carbonite until you are finished using the program

or file in question.

Double-click the Carbonite icon in your Windows notification area to open the Carbonite InfoCenter.

Note: If you do not see the Carbonite icon, it may be hidden. Click the Show hidden icons button ( < ) to view

the Carbonite icon.

Within the Carbonite InfoCenter, move the slider bar from ON to OFF to disable Carbonite.

Once Carbonite is disabled, the lock icon in your notification area will turn gray with a red X, and you will see a

pop-up from the Carbonite InfoCenter indicating that Carbonite is disabled. This will immediately free up the

Volume Shadow Copy Service (VSS) for use by another program. Alternatively, you may wish to schedule your

backup for a time when your other program will not be running.

There are two precautionary measures you can take to minimize the amount of internet bandwidth used by

Carbonite.

Carbonite uses less bandwidth while in Low Priority mode, but it will take longer for your backups to complete.

Low Priority mode can be toggled on or off from within the Carbonite InfoCenter.

To open the Carbonite InfoCenter, double-click the Carbonite icon in your Windows notification area.

Note: If the icon isn't visible, click the show hidden icons button ( < ) next to the Windows notification area to

display hidden icons.

Within the Carbonite InfoCenter, select the Settings tab and click Edit settings next to Online Backup.

Select the Reduce Carbonite's Internet usage option and click Save.

Carbonite will now use less internet bandwidth. You can deselect the Reduce Carbonite's Internet usage option

and click Save whenever you're ready to exit Low Priority mode.

You can pause Carbonite by right-clicking the Carbonite icon in the Windows notification area and selecting a

duration of time. When paused, Carbonite will continue to scan your computer for new and changed files.

Uploads to our servers will resume when you unpause Carbonite or the pause timer elapses.

If you right-click the Carbonite lock icon in your notification area and select Pause for, Carbonite will stop

all back up operations for 10 minutes, 30 minutes, 1 hour, 4 hours, 8 hours, or 24 hours, depending on which

option you select.

Note: If the icon isn't visible, click the show hidden icons button ( < ) next to the Windows notification area to

display hidden icons.

While Carbonite is paused, the Carbonite icon in the notification area will display two grey bars to remind you

that Carbonite is paused, and no backup operations will be performed. You will also see a pop-up from

the Carbonite InfoCenter about Carbonite being paused.

This image indicates that Carbonite is paused and displays the time remaining before your backup is scheduled

to resume.

If you click Unpause Carbonite, your normal backup operations will resume. Otherwise, the pop-up will

disappear within a few seconds.

You can also resume your backup through the Carbonite Lock icon.

To unpause Carbonite and resume your backup, right-click the Carbonite icon and uncheck Paused.

Your backup will resume either after the scheduled time has completed or after you unpause Carbonite. To stop

Carbonite for long periods of time, you can disable Carbonite instead.

To start a remote assistance session with one of our experienced technical support professionals, navigate

to http://help.carbonite.com.

You can also navigate to this same page by opening the Carbonite InfoCenter, clicking the Help tab, and clicking

the Allow access to your computer link in the bottom right corner.

You will be prompted for a session key. Once your Carbonite Customer Care agent has provided you with a

session key, enter it into the box labeled Session Key and click Submit.

You will be prompted to download the Bomgar software on your computer. Follow the instructions to proceed.

If you cannot see the Bomgar installer after saving it, try the following:

• On Internet Explorer 8 - open Windows Explorer and navigate to where you saved the file. Double-click

the Bomgar installer to run it.

• On Internet Explorer 9, Google Chrome and Firefox 3 and above - press CTRL + J on your keyboard to

open your Downloads window. Double-click the Bomgar installer to run it.

At the Customer Agreement screen, select I have read and agree to the terms above and click OK.

A Bomgar Support Customer Client window should appear with your Carbonite Customer Care agent's name.

Before the remote session can begin, your Customer Care agent will request access to your computer.

You will be presented with three options.

• Allow shared control of your computer - This option will grant the agent the ability to view your

computer's screen, while also providing them with access to your computer. You will have shared

control of your computer's keyboard and mouse.

• Allow only viewing - This option will only grant the agent the ability to view your computer's screen. You

will retain full control of your computer's mouse and keyboard.

• Refuse request - This option will deny the agent access to your computer.

The Carbonite Customer Care agent will assist you with selecting the correct choice and addressing the issue you

are experiencing with Carbonite.

A window will appear with your agent requesting full access to your computer.

You will be presented with the following options:

• Allow - This option will grant the agent the ability to view your computer's screen, while also providing

them with access to your computer. You will have shared control of your computer's keyboard and

mouse.

• Refuse - This option will deny the agent access to your computer.

The Carbonite Customer Care agent will assist you with selecting the correct choice and addressing the issue you

are experiencing with Carbonite.