Carbonite Online Backup is a fraud

Do not listen to the hype or the advertising. Carbonite backup solution is a fraud. I never realized the extent of the failures of the software until I had a problem, which is when you expect and demand commercial software you pay for to work.

Ironically, looking now via Google search for Carbonite restore problems there are plenty of horror stories. And just to add to the experience, the definition of Carbonite in the dictionary is “Explosive”.

Here is the first red flag. You logon to the website, and if you click on “View Files”, or under the “Backup” tab with a nice cloud icon you click “Access Files”, there is no information available. You will receive the error “We are unable to access your files on this computer right now. Please contact Customer Support at for further assistance.”. What is really means is “Until your computer is online and your Carbonite software is working, you have no access to the details of your files that are apparently backed up.”

When you contact customer support, they have no idea what that message means, and after wasting your time (for me in a chat session), a ticket was opened with technical support. The problem is there is no way to track your ticket online, get updates, post information etc. I minimized the window, and now my chat session is closed (most likely by the rather ill informed customer representative). Guess what? There is no information about the ticket number in your account. So I may as not every had that conversation, any evidence of it is now lost.

I was told that until a technical support person could access my computer there was no way I could access my files. WTF? If there is no centralized list or log of my files on your backup solution, and no way to see this, how do I know you ever backed up my files. A fancy progress bar that flashes and says backing up files. Any 2 year old can write that faux display. Red flag number 2. It seems the only way to see my files is to install this software on yet another system to restore files. That is as Google Searching indicates, a likely lesson in extreme frustration

The ultimate cause of the problem was my system crashed, and when it restarted, Cabonite software was in this stuck state of “Registering”. I was told to just re-install the software, that’s not an answer in my books. That is red flag number 3.

I have definitely removed my credit card from their site to stop any automatic renewal of this crap software.

For the record, my home office backup solution includes important files on a Drobo. Backups of Documents to DropBox and then sync’d to another system. Backup of all files on several machines to a central external USB, and then regular backups of that which are taken offsite.

You cannot be too careful with important things like photos. Unfortunately this solution lacks a central catalog, and versioning of files (I.e. I overwrote an important presentation and did not realize for a few months, when I looked at all my backups of this, 3 or 4 copies, they were all the overwritten file, not the original. It took about a day to actually find a copied version, not a backed up version)


  1. Tom Shaw says

    I think the definitive solution is just to buy an external hard drive. Three terabytes is really cheap nowadays. I saw the Carbonite commercial the other day and two thoughts immediately occurred to me.

    1. It would take to long to upload.
    2. You can’t beat a small terabyte hard drive.

    Great post!