Handbook: Carbonite Pro Handbook: Carbonite Pro 1
Important Things to Know... 3 Logging in to your Account... 4 The Backup Dashboard... 5 Notifications... 6 Account Summary... 7 Accessing Files Remotely via Anytime Anywhere Access... 8 The Carbonite User Interface... 10 The Backup Tab... 10 The Restore Tab and the Account Tab... 11 The Help Tab... 12 Managing Your Subscriptions... 13 Renewing Your Subscription... 13 Automatic Renewal & Purchasing Additional Storage... 15 Reviewing Your Payment History... 16 Managing Your Backup... 17 Restoring Your Files... 18 Installing Carbonite on Additional Computers... 20 Contacting Carbonite for Support... 21. 2
Reboot Your Computer at Regular Intervals: If you have workstations or servers that remain on or only rest during sleep mode for long periods of time, it is prudent to completely restart those systems weekly or at regular intervals to ensure that Carbonite s connection to our servers stays strong. Pay Attention to Your Storage Quota: Your account storage can be reviewed from within the Pro Portal after you log in at account.carbonite.com. Staying up to date on the status of your storage quota allows you to plan ahead in case you need to purchase additional storage later or manage your backup to reduce its total size. Default Backup Selections: Carbonite Pro will allow you to select data within your Users directory for backup by default if you opt for Carbonite s recommended backup selections during installation. Files and folders not located within the structure of this directory must be manually selected for backup. The following types of files are also not backed up automatically and must be manually selected for backup, regardless of location: Files over 1 TB in size Data Retention: If a backed up file goes missing or is deleted from your computer, Carbonite will retain a copy of it on our servers for up to 30 days to give you a chance to restore it if needed. Unless your backup is in Restore Mode, deleted and missing files will be removed from your backup 30 days after they are deleted from the computer if they are not restored. 3
Selections and settings for backups and restores are controlled from the computer where Carbonite is installed, but your online Backup Dashboard is the control hub for all other aspects of your account. From the Account Dashboard, you can: o o o o o o o o Reinstall Carbonite Install Carbonite on additional computers Remotely access backed up files Update your email address, password, or security questions Update your billing and company information Check your billing history Change your automatic billing status Extend the backup storage capacity of your account You can log into your account any time after installing Carbonite by navigating to https://account.carbonite.com in your web browser and inputting your login credentials: If you experience difficulty logging in, click Forgot Email or Forgot Password for assistance. 4
Once logged in, you will be able to access several details about each workstation and server on your account. The Backup Dashboard will be displayed by default: Account Storage & Backup Size: The orange progress bar displays the total amount of storage space that has been purchased for your account and the percentage of it that has been used. Install Carbonite: The Install Carbonite button can be used to install Carbonite Pro on an additional computer. If you have Carbonite Server Pro Bundle, you ll be able to install Carbonite Server Backup as well. Computers Tab: This tab displays each of the computers associated with your account. Servers Tab: For Carbonite Server Pro Bundle customers, this tab displays the status, backup size, and last backup date of each server that has Carbonite Server Backup is installed. The size, last activity date and storage size of each individual backup set is also displayed here. Users Tab: Existing users and admins can be managed here. The total backup size of all computers for each user/admin will be displayed here. Users and admins can be added to groups on this tab. Groups Tab: New Groups can be created here; existing groups can be renamed or deleted. Clicking a user name on any tab will allow you to access details for backups assigned to that user or admin, and will also allow you to move, delete, reinstall or access the backup of each of the computers assigned to that user or admin. Reinstall instructions and password resets can also be sent from this page. 5
By clicking Notifications, you will be able to access important alerts about the backups of users and administrators associated with your account: Critical Notifications: Important alerts about each user and backup will be displayed here. Learn More: The Learn More link for each alert will direct you to a corresponding Carbonite Knowledge Base article containing instructions for resolving that particular issue. User Name: Clicking the user name in an alert will direct you to the Backup Dashboard tab for that user. Send Reinstall Instructions: This button will appear on uninstall alerts so you can send instructions to users who uninstall without reinstalling. 6
The Account Summary page contains details about your subscription, including your: Company Information Carbonite Subscription Tier Total Backup Storage Capacity of Your Account The Expiration Date of Your Account Account administrators can update the Company Information or apply an activation code on this page. Additionally, the Billing Owner of your account can purchase additional storage or upgrade the subscription here. 7
The Billing Information page allows you to: The Personal Information page allows you to: Change the Billing Owner administrator for your account. Edit your contact information Update your password Review your billing history. Change your security questions Resend a copy of a previous invoice via email. Review or edit the method of payment associated with your account. 8
After logging into your account click the user name whose backup you d like to access. On the next page, click View Backup for the backup you d like to view: You ll now be able to browse and download backed up files from that computer within your web browser. 9
The Carbonite User Interface allows you to pause the backup, restore files, change backup selections, and review your account details. The Carbonite User Interface can be opened by clicking the Carbonite icon in the menu bar and select Open Carbonite. Once opened, the User Interface will display the Back Up tab. Overall Status: Indicates whether your backup is running normally, paused, overdue or expired. Also displays the size of your backup and has an option to pause your backup. Recently Backed Up: Files that were recently uploaded to our cloud will be populated within this list. 10
The Restore Files Tab can be used to restore all of your files at once, and also provides instructions for restoring individual files: The Account Tab displays your subscription type, software version, serial number, activation code, computer name and account email address. Carbonite can also be uninstalled from this tab. The Restore Files Tab contains the following options: Get All Files Back - This option allows you to recover all of the files in your backup. o Download to a folder This will allow you to choose a directory to restore all your files to. o Put my files back where they were - This will restore your files to their original location. 11
Search This field can be used to search our Knowledge Base for information on any Carbonite-related topic that you may have questions about. Getting Started This article contains basic information about setting up a Carbonite account, installing/reinstalling, managing your backup and restoring your files. Video Tutorials Links to instructional support videos that are very helpful for gaining your bearings with Carbonite s feature. Knowledge Base Links to our main Knowledge Base page. FAQ Access Frequently Asked Questions and Answers about Carbonite 12
Carbonite offers one year, two year, and three year subscriptions for Carbonite Pro Basic, Carbonite Pro Prime, and Carbonite Server Pro Bundle plans. Renewing Early Log into your Carbonite account at https://account.carbonite.com. Once logged in, click Renew Now. If you do not see this link, you are enrolled in automatic renewal, and your subscription will renew automatically on the date displayed to the card on file. After clicking Renew Now, follow the purchase prompts by selecting your plan, selecting a subscription length, applying your offer code (if you have one), clicking Checkout, inputting or confirming your billing information and then clicking Place Your Order. A confirmation page will then be displayed and you will receive a receipt by email to confirm your purchase. 13
Renewing an Expired Account If your subscription expires before you are able to renew it, you will have 30 days to do so before your data will be removed from our servers. Log into your Carbonite account at https://account.carbonite.com. Once logged in, click Renew Now: After you click Renew Now, follow the prompts to select a plan and subscription length, choose an amount of additional storage, confirm or input your payment information and submit your order. 14
You are able to change your automatic renewal status, purchase additional storage or upgrade your subscription at any time from within your account portal. These options can only be accessed by the Billing Owner of the account. Log into your Carbonite account at https://account.carbonite.com and click the Account tab: Enabling/Disabling Automatic Renewal: To enroll a subscription in automatic renewal, click Enroll in Automatic Renewal, your subscription will now renew automatically upon expiration. To unenroll a subscription from automatic renewal, click Yes, cancel automatic renewal. Your subscription will now need to be renewed manually upon expiration. Purchasing Additional Storage: Click Add Storage. In the pop-up that appears, specify an amount of storage space to purchase and click Add Storage. Follow the purchase prompts. 15
You can purchase Carbonite using an applicable credit or debit card. If you would like to view any purchases made under your account, you can do so through the Carbonite website. Log into your Carbonite account at https://account.carbonite.com Within your account, click ACCOUNT, then Payment history on the left. Your purchases will be listed here and will include the date the purchase was made, the invoice number, the computer it is applied to, the product purchased, the length of time purchased, the credit card used and the amount paid. 16
When browsing your files under the MY FILES navigation tabs in the Carbonite User Interface, status icons are placed next to the names of files and folders to indicate whether or not they are selected for backup or pending backup. A key for interpreting the status icons is included along the top of the User Interface. By default, Carbonite will select the contents of your Home folder for backup based on your selections during installation. Files and folders without a status icon can be included in your backup by highlight the desired item and clicking the green Back this up button. Conversely, files and folders that do have a status icon on them can be excluded from your backup by selecting the Don t back up button. 17
To ensure your restore completes in as timely a manner as possible, configure your hibernation & sleep settings so that your computer remains on and connected to the internet for the entire duration of the restore. 18
Carbonite is Not Installed If you need to restore all of the files for a server or workstation to a new or replacement computer, you will need to install Carbonite first. Log into your account at http://account.carbonite.com. Click the name of the user whose backup needs to be restored. On the next page, select Restore this backup from the Select an action dropdown menu and follow the prompts to download and run the Carbonite installer. Once installed, the Carbonite will walk you through setting up your restore. You ll be able to choose which users to restore and where they ll be restored to. You ll also be able to prioritize which files you want to be restored first. To ensure your restore completes in as timely a manner as possible, configure your hibernation & sleep settings so that your computer remains on and connected to the internet for the entire duration of the restore. 19
If you need to install Carbonite on additional computers, you can do so by logging into your account http://account.carbonite.com. Once logged in, you can either: Click Invite Users and Admins to send an email invitation to someone else to prompt them to perform the installation on their computer. Click Install Carbonite Pro and follow the prompts to install Carbonite on the computer you are currently using Deploying the Carbonite Client to Your Network There are multiple ways to remotely deploy the Carbonite Pro client to several computers on your network simultaneously. This feature is only available to the Administrators of Pro Prime and Server Pro Bundle accounts. If these instructions feel too difficult or if you aren't sure whether you have access to deploy software on your network, please contact your network administrator for assistance or alternatively invite users to manually install Carbonite using the method above (please note that this is only available for Windows computers at this time). For the sake of brevity, the instructions for this process are not included in this guide. They are located in our external Knowledge Base at: http://support.carbonite.com/articles/pro-windows-deploying-the-carbonite-client-to-your-network 20
If you have a question about Carbonite that isn t covered here, our frequently-updated Knowledge Base contains information about every facet of Carbonite. It even comes with your own personal assistant. Carbonite Knowledge Base: http://support.carbonite.com Cara is your personal guide to the Carbonite Knowledge Base and all things Carbonite. Cara is available 24/7 to walk you through using Carbonite if you ever need help. Just ask her a question and she ll point you in the right direction! Examples of questions you may ask her: - How do I restore my files? - How do I back up a file? - How do I reset my password? - How do I update my credit card? - How do I renew? After asking your question, Cara will provide either an article, a short answer or narrated step-by-step instructions that you can follow at your own pace. 21