Goodbye Carbonite – Hello Mozy

I have or should say had been a Carbonite user for almost an year but issues after issues finally got to me and the lack of new features that were long promised but never delivered forced me to start looking at the automated online backup again and I am so glad I did, as I’ve found Mozy. I’ve had numerous problems with Carbonite and their customer service was crappy. So I decided to give up on Carbonite even though I had already pre-paid for 2 years – I guess it’s better to lose $80.00 than all your data.

Mozy is similar to Carbonite in some regards but has a much richer feature set that makes it a better offering. Like Carbonite, Mozy installs a small client on your Windows XP/Vista or OS X desktop that runs in the background and backs up files over the Internet using your broadband connection. But that’s where the similarities end. Carbonite is a fairly bare-bones offering which may be ok for most novice users but Mozy offers several configuration options like creation of backup sets, file versions, access to your files via the web and many other features.

One of the best and most important feature that set Mozy and Carbonite apart is the fact that you can actually get your backed files back. Wow! What a concept – I know I know. When I first installed Carbonite, I did several test restores and they worked fine but when I had been backing up for several months and really need to restore something, Carbonite let me down. Mozy on the other hand has never done that. Another awesome feature of Mozy is that fact they don’t really throttle your bandwidth after you’ve uploaded 50 GB. Carbonite seems to limit upload bandwidth to about 2 GB a day and then throttle it down after you reach 50 GB. Mozy doesn’t seem to play any of those games and allows uploads that are supported by your bandwidth. On an average day, I think I was uploading about 5+ GB.

Another recent event that makes Mozy even more attractive to me is the purchase of Berkeley Data Systems, providers of Mozy online backup by EMC Corporation. As you probably know, EMC is the leader is the storage market and owns Documentum, VMWare, and RSA among other technology companies.

So if you are looking for a great, reliable and affordable backup solution for your home computer, you should check out Mozy.

173 thoughts on “Goodbye Carbonite – Hello Mozy

  1. I have had the same problem with Carbonite that you describe. It’s fine for tiny backups, but when my computer crashed and I had to do a restore, it took about ten days to retrieve my data. I don’t know why they throttle down the data download rate but this is crazy. I am cancelling my subscription and will check out Mozy.

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  2. That’s great that ppl are getting responses from the CEO of carbonite. I can’t even remove the software!

    I just emailed David, let’s see if he can respond. If anyone knows how to manually remove Carbonite so I don’t have to wipe my PC to get rid of it

    Please…..PLEASE enlighten me!

    Thanks.

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  3. @FV – Carbonite doesn’t throttle restores at all. Your restore speed is limited only by the speed and quality of your Internet connection. If your restore is taking a long time, one of our support staff can review your log files to determine what might be slowing it down.

    @Randy, not sure if you got a reply yet from your e-mail. If you’re having trouble uninstalling using the Windows Add/Remove Programs control panel, the easiest way to fix that is to reinstall first (even just a new free trial) and then use the Add/Remove Programs control panel. If you e-mail customersupport@carbonite.com, we can certainly provide manual uninstall instructions as well.

    Sincerely,

    Len Pallazola
    Manager, Customer Service Systems
    Carbonite, Inc.

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  4. No, add/remove programs did not work; anyone would have known that I have that knowledge if you’d visited the website from which my email came. We are IT CONSULTANTS – We definitely know how to uninstall software using the Add/remove control panel!

    It however errored out, and removed itself from the add/remove control panel’s list of installed programs. I did however receive the following response from Rosanne, I guess David’s Assistant…

    Hello Randy and thank you for your e-mail.

    David Friend, our CEO, has asked me to assist you.

    I’m sorry that you are having difficulty removing Carbonite from your computer.
    If an incomplete installation is preventing both a reinstall and an uninstall, we suggest that you follow the steps below to manually remove the Carbonite program files.
    1. Reboot your computer.
    2. Open My Computer and browse to C:Program FilesCarboniteCarbonite Backup.
    3. Right-click on CarboniteService.exe and rename it to CarboniteService.old.
    4. Right-click on CarboniteUI.exe and rename it to CarboniteUI.old.
    5. Right-click on CarboniteNSE.dll and rename it to CarboniteNSE.old.
    6. Reboot your computer again.
    7. Open My Computer and browse to C:Program FilesCarboniteCarbonite Backup.
    8. Delete CarboniteService.old, CarboniteUI.old, and CarboniteNSE.old.
    9. Reboot your computer one more time.
    The three reboots, while tedious, are very important in order to unload and remove the program successfully.

    Thank you for using Carbonite!

    Sincerely,

    Rosanne
    Carbonite Customer Support
    http://www.carbonite.com
    Backup. Simple.

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  5. @Len: it certainly doesn’t manage to max out either network or disk for my Carbonite-using colleague in the UK, taking him over a day to restore files last time. Not slow enough to be impractical, but not ideal; is your restore process latency bound on small files?

    What is much more irritating, though, is the conflict with MSI installations (at least on Vista x64). Any sign of a fix for that yet?

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  6. @Randy, glad to see you already received a detailed response. I’m sorry that you misunderstood my instructions – I was not directing you to use Add/Remove Programs; I was providing instructions on what to do when that doesn’t work.

    As you know, when a program’s uninstall data is invalid (such as by program files or registry entries being removed manually), the easiest and least invasive way to repair the uninstall data is to reinstall the program first. After that, the Add/Remove Programs control panel should work normally. This applies to pretty much any Windows software.

    I apologize if my answer offended you. I chose to provide the simple solution, and also offered to provide the manual instructions by e-mail. (For the record, you did not include a web address in your post, and e-mail addresses are not displayed here.)

    _________________________
    @James, send a note to customersupport@carbonite.com with ATTN: Len in the subject line, and mention the config.msi issue. We have a utility we can e-mail you that may allow us to force an exclude of that folder so you don’t run into that conflict any more.

    It is possible that latency on small files is affecting the speed of restore for your overseas colleague, although I can’t say that with authority – I’d have to check with our engineering team to be sure.

    Sincerely,

    Len Pallazola
    Manager, Customer Service Systems
    Carbonite, Inc.

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  7. I haven’t had a chance to check this blog in a few weeks, and Len’s been checking on my behalf, but I’d like to respond to a few of the above posts.

    For Will Ford, if your friend really waited an hour (or even 15 minutes) for priority service, I agree that’s unacceptable and if he emails me, I’ll refund his $20. Our Talisma customer support system keeps very accurate logs of hold times in all queues and the priority queue is generally only a few minutes.

    I wish I had a solution for the long waits on our regular customer support queue. Unfortunately, everyone seems to call us during a few busy hours each day. I have the same problem with Dell and Microsoft (in both cases, I have to pay for phone support). Maybe Mozy has the right idea — no phone support unless you buy the Pro version.

    To Randy, I try to answer as many emails as I can personally, but when I’m traveling heavily, Len checks them for me every day and forwards me anything that he can’t handle. I do learn a great deal by reading the blogs, and it helps improve our product and service.

    For FJ: Regarding download bandwidth, as Len said, we do NOT throttle download bandwidth in any way. I did a restore this eventing and got restore rate of 2.9 mpbs, which is about the speed of my DSL. I restored 2.5GB in just under 1 hour 55 minutes. A standard residential Verizon DSL service only gives you 768kbps, which is 345 MB per hour. Any backup service you get is going to be limited by this kind of Internet connection. Carbonite has 10gbps pipes in our data center, so we’re certainly not slowing anything down.

    Regards,

    Dave Friend, CEO
    Carbonite, Inc.

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  8. I started with Carbonite but just could not get it to work with my AV solution; Kaspersky Internet Security 7.x

    So, I switched to Mozy Home and everything was great until just over a week ago, when I started getting comms errors.
    Let’s jump to today; I deleted my PC account at mozy home, deinstalled and reinstalled the client, and I am finally up and running.
    Over the next two days I will rebuild my backup sets because Mozy don’t offer any config/backup-set export…

    OK, you may ask, why are you pee’d off? I reported the issue on 21st July, after spotting the issue myself.
    Well, despite reminder emails, Mozy have not responded.
    And that is quite apart from the fact that I discovered the fault myself! A more naive user would think that no news = good news. For Mozy, that does not appear to be the case.

    Ease of use; 7/10
    Reliabity; 1/10
    Security; 0/10
    Overall; 3/10

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  9. Scott: Hi, I’m the CEO of Carbonite. Kaspersky is supposed to keep Carbonite on their white list, but every time they do an upgrade, it takes them a while to get Carbonite cleared again and it makes installations a pain. We’ve bugged them about this for several years and they just can’t seem to get it straight. However, our customer support folks have an easy way to get around the problem. Send me an email at david.friend@carbonite.com with your phone number and I’ll have someone at Carbonite walk you through it and restart your free Carbonite trial.

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  10. “Bob: Seems to me when I was trying Mozy I was getting better bandwidth than that — I seem to recall about 300kbps. But that was almost a year ago. Maybe they have changed their policy.”

    Oh, they sure have. They are *absolutely* throttling you on the server side. Their technical support and several other users (one of them being a tier 3 engineer for Level 3 Communications) more than confirmed it for me.

    However, they fail to mention this to you.

    i wish Carbonite had a Mac client. C’mon, David, hook us up! 🙂

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  11. Bob: i hope you’re on the list for the Mac Beta. If not, send an email to info@carbonite.com. I’m sorry that the Mac has been so long in gestation — our Mac community didn’t like the UI on our first iteration so we started over and the new version (which looks great) is now in Alpha.
    As for throttling, we test Mozy and all our competitors regularly and see a variety of throughput. 300kbps is about average. Carbonite has the ability to throttle but has chosen not to use it. What you might be seeing with Mozy is not throttling but just aggregate bandwidth limitations in their data center. They are not located in a major metropolitan hub, as far as I know.
    David Friend, CEO
    Carbonite, Inc.

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  12. Hi Guys,
    I just want to tell you my experience with Mozy. My drive died and I started a restore with Mozy on 6/30/2008. On 7/18/2008 I called & asked to speak to a manager. I got transferred to David Dryer & he said that they had hardware problems, that they were sorry & they would credit me the $180.00 restore fee. I finally got the external drive which was supposed to be my restore on the 23rd of July. I plugged in the drive and windows said the drive needs to be initialized. I immediately called and asked them about the formatting, and spoke to manager James Davis, who agreed the restore was corrupt. Mr. Davis said he would take care of it ASAP. I called back today and spoke to a third manager, named Sheena. All in all it doesn’t look good. I hope I get my data back but certainly a month and a half isn’t acceptable.

    Still Waiting,
    James

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  13. What’s the $180 restore fee for? I haven’t had to restore anything yet and I wasn’t aware of any restore fee. Can you please explain what you’re talking about?

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  14. Miriam,
    I didn’t read the fine print, so I didn’t know either. To be fair, when doing a large restore Mozy recommends a DVD restore, or if its really large they send you a cheap external disk. I don’t think they charge for the disk but they do charge several fees one of which is $.25/GB, and a third for shipping. It wasn’t cheap but there is a fair amount of labour involved in that restore.

    Overall I had 55,000 files on Mozy, and not getting my restore in 7 business days, has caused me tons of anxiety. On their site, it says usually 2 to 3 business days to get a restore out the door. Now that its been a month and half, I feel sick.

    When I called about my restoration in mid July they said their DVD Burner was down, which made me really angry, because when I ordered the restore I ordered it to an external hard disk, so there was no need to have it burned to DVD. Plus a company that offers that kind of service for $4.95 a month should have more then one DVD burner to do restores, don’t you think?

    Hope this helps,
    James

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  15. Thanks, James. I had no idea about this. I thought you just started the restore, went to bed, and when you got up in the morning everything would just be there. My DSL is capable of almost 6mbps download, so if I do my math right, I should be able to restore 2.7GB per hour. My back up is about 24GB (roughly 70,000 files) , so that should only take maybe 10 hours. Why didn’t you just do your restore by downloading over the Internet? What’s with the external hard drive? Why would you need that?
    Miriam

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  16. From the Mozy restore site:”DVD Restore (Recommended for large restores)

    When restoring large amounts of data, avoid long download times and slow connection speeds by ordering a DVD restore. Mozy recovers your data and burns it to DVDs usually within 2-3 business days. Your DVDs are then shipped via FedEx Next Day delivery.

    When ordering a DVD restore, you will be charged a $29.95 and $0.50 per GB processing fee, as well as the FedEx Next Day shipping rate.”

    So first I should say the charge is $.50/GB not $.25/GB.

    The second thing, is just because you have the bandwidth to do 6MB download doesn’t mean you are going to get it. If you do that is great, but the way I saw it was, this data is very important to me so I wanted to do the restore as they had recommended. I think that’s fair right?

    James

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  17. Wow, I thought the whole point of online backup was that it was actually all online, not online backup but offline restore. I don’t blame you for following the Mozy instructions — I guess that’s the safe thing to do. But this is an eye-opener for me. I don’t understand why you can’t just download it in less time. I do get pretty close to 6mbps download from iTunes and other sites, so i should be able to restore a 24GB backup in a lot less than 2-3 days, and without the considerable extra expense. I’m glad I found this out now. Thanks, James.

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  18. An apology from Mozy:

    In the meantime, there are several things I have done for you this evening.

    * Re-submitted a restore for you. This should be out to you by Friday or Saturday.

    * Ensured you have been refunded all charges for your original restore.

    * Credited your account with 6 months free Mozy service.

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  19. Interesting discussion here.

    I’ve been using online backups for about 10 years, I’d guess. Started through Quicken/Connected.com which evolved into Iron Mountain. When it got to the point where I was paying $25/month for a handful of gigs & had SO MUCH more that really needed to be backed up offsite, someone mentioned Jungle Disk/Amazon. I’ve been with them for over a year, but it seems they have the same problem Mozy does with big files…I regularly get the Windows Delayed Write Failure error. Two days ago, I decided to try Carbonite’s trial & have been running it ever since. (My initial backup contains ~26 gigs.) So far, I’ve not received any WDWF errors. (YAY!)

    One feature I like about JD/Amazon is they have the option of a web version (for $12/year and I got my first year free.) This is nice if you want to access anything that’s backed up to JD from another computer & yet you don’t want to install any software on the other computer in order to do so.

    One thing I may end up doing is using both Carbonite & Jungle Disk. I’ll wait until my Carbonite trial is up first, b/c I want to “live” with Carbonite a few days after the initial backup completes. But at this point in time, I’m thinking Carbonite will be my main offsite backup & JD will serve as offsite storage (so I can access certain files from any computer, using only a web browser. I’ve also used LogMeIn but sometimes, my home computer shows up as “offline” & I’m not sure why, since it’s on 24/7.) Also, as someone who’s been in IT for over 30 years, one of my mantras is that a girl can never be too rich, too thin or have too many backups. 😉 (I also keep a backup of important files (including the really large home movie filess of our family) on a WD Passport in our safe deposit box!)

    Anyway, I would also like to commend Mr. Friend & Mr. Pallalola for participating directly in this discussion.

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  20. I believe the problem with large files is do to lack of what’s called block level incremental backup. Another blog recently posted a letter from Mozy tech support reminding the user not to interrupt his backup in the middle of backing up a large file because it would have to start all over again. The right way to do big files, of course, is to break them up into small blocks so that if you decide to shut off your PC in mid-backup (or if you lose your Internet connection temporarily, which happens frequently) the backup resumes right where it left off.

    Dave Friend

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  21. Well Mozy finally got me my second restore yesterday, and guess what… I plugged in the drive to my OS X 10.5.4 MacBook Pro and I was prompted with the initialize drive message again. So this is the second time this has happened. The first time I spoke to a tech support manager and he said “that shouldn’t happen, OS X can read NTFS natively.” So I’m back to not having a restore from Mozy.

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  22. @James, sorry to hear of your Mozy sorrows…Nothing worse than thinking you’ve got a good backup system & then realizing it’s not. (Which I guess is another reason I’m thinking I may continue to use Jungle Disk in conjunction with Carbonite in conjunction with the onsite backups to other physical disks.) I keep telling my husband I don’t know if I’m getting totally whack when it comes to security (I’ve also begun using TrueCrypt on disks that have sensitive info) & backup or what. 😉 But I’m a long time power user and the thought of a total computer loss (IE flood, fire, theft) with no good backup is scary. HOPEFULLY, the Mozy crew will be able to get their act together & get a good backup to you soon.

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  23. @Susie I hope so too. I’m in constant communication with a senior support person at Mozy. I was just told that before the backup disk went out it got plugged into a Mac and a Windows machine and the partition came up on both. I have to say I’m really disgusted by this whole experience. I was starting to feel better after the higher ups got involved but now that doesn’t seem to make a difference I’m feeling anxious about my data again.

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  24. @Dave Friend: Absolutely, your approach to backing up large files makes perfect sense! JD says they do block level updates, but for some reason, I do get the WDWF message on a regular basis. Per this fairly recent post in the JD forum, (not posted by me, but the exact scenario I experience), it’s obvious that as of 7/9/8, JD does not play nice with big files: http://forum.jungledisk.com/viewtopic.php?t=16061&highlight=delayed+write+failure

    I do not use JD’s backup program. I forget why, but IIRC, earlier versions did not allow multiple backup sets, although they do now. So I have been using SyncBack to do nightly/weekly/monthly scheduled backups to the JD drive. Unfortunately, when you experience the WDWF error, Syncback shows the backup worked hunky, dory fine. (I think b/c as far as Syncback is concerned, everything went to the cache just fine.) But then JD generates the WDWF errors & no, the file is NOT backed up. I’ve been having to run a compare program comparing my originals to what’s on the JD virtual drive. I suppose it’s worth it to insure I have a good backup…but overall, what a waste of time & effort. A backup program (like any other program) should just work.

    So far, I’m liking Carbonite. I do want to see how it goes once all the files are backed up & the dailies go.

    Regarding your earlier question about “unlimited” and the guy with a gazillion gigs…speaking for myself only…If I were to have that much data backed up, I wouldn’t mind paying more. If it gets to the point where you need to make some changes, perhaps a pricing similar to Amazon’s S3 service – pay for what you use. I don’t mind paying for my offsite backups, within reason. I work from home & have alot of work related info, personal business info, personal fun stuff, medical info for my family, backups of my PDA, genealogy info, photos & (since I’m going as paperless as possible) alot of scans of papers, taxes, bills, documents, warranties, etc. But since I pay for this myself, it must be a “reasonable” amount for a power home user.

    Sorry to be so long winded & thank you for your time.

    Susie

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  25. @Dave Friend: Oh, forgot to mention, I do like the simplicity of Carbonite. With ALL my prior online backup systems, I would need to go into the program & see what was being backed up, folder by folder. It’s SO much easier to use Explorer & see those dots!

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  26. Susie, your comment about encrypting your disk touches a nerve with me. Check this out:
    As reported by By Ellen Nakashima, Washington Post Staff Writer, on Friday, August 1, 2008, “Federal agents may take a traveler’s laptop computer or other electronic device to an off-site location for an unspecified period of time without any suspicion of wrongdoing, as part of border search policies the Department of Homeland Security recently disclosed. An increasing number of international travelers have reported that their laptops, cellphones and other digital devices had been taken — for months, in at least one case — and their contents examined. The policies state that officers may “detain” laptops “for a reasonable period of time” to “review and analyze information.” This may take place “absent individualized suspicion.”

    The policies cover “any device capable of storing information in digital or analog form,” including hard drives, flash drives, cellphones, iPods, pagers, beepers, and video and audio tapes. ”

    So I don’t think you’re “whack” at all. It’s a real concern these days. Luckily it still takes a court order to get your backups, and even then they are 100% encrypted, and good luck to them trying to break a 1024-bit key.

    Dave Friend, CEO
    Carbonite, Inc.

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  27. Carbonite stopped working a couple of weeks ago (red/yellow logo). “Customer Service” suggested a reinstall which failed numerous times. Then “CS” suggested the problem was Adaware, which I removed. Still had the same problem. Carnonite fails to reinstall, (error message saying server must be down) but I get an email message saying it has been reinstalled. Now “CS” says the problem must be McAfee and wants me to uninstall it. No way am I doing that. If McAfee is conflicting with Carbonite there would be a million computers with the same issue. What the @#$%@@*! is going on?

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  28. @Snaps – Sorry to hear that you’re having trouble with Carbonite. Security software can sometimes interfere with any program that uses your network and Internet connection as heavily as Carbonite does. We do our best to stay in touch with the manufacturers of security software to stay on their “White Lists” so that this isn’t a problem for our customers, but any modification to your security software settings can override the white lists and cause a problem.

    In most cases, you can just go into the Exceptions settings for your security software and add carboniteservice.exe, carboniteui.exe, and carbonitesetup.exe – if your security software needs to know which ports to use, enable bidirectional access on ports 25 (SMTP), 53 (DNS), 80 (HTTP), and 443 (SSL).

    There are times when adding these exceptions doesn’t resolve the issue for the installer – and in those times the simplest and quickest solution is to temporarily uninstall the security software, complete your installation of Carbonite, and then reinstall your security software. This has the added benefit for many security programs of causing them to regenerate the prompts that ask you whether to “allow” a program like Carbonite to use the Internet.

    If you’re still having trouble, please send a note to customersupport @ carbonite.com with “ATTN: LEN” in the subject line and I’ll make sure we get your issue resolved quickly.

    Sincerely,

    Len Pallazola
    Manager, Customer Service Systems
    Carbonite, Inc.

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  29. I can’t find definite information on this so I thought I’d ask here

    Does or doesn’t Carbonite erase files after 30 days if they are not on my hard drive? As in can I upload my files to Carbonite for storage from an external drive and chuck it?

    thanks

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  30. I do wish Carbonite had a message board. I do think after X number of days, if you delete the file from your computer, that Carbonite deletes it as well. IOW, Carbonite functions more as a backup of your computer, rather than offsite storage.

    I use Carbonite in conjunction with Jungle Disk, which functions more as offsite storage (as well as backup.)

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  31. @Susie – that’s exactly correct, 30 days.
    @LJ – As Susie pointed out, Carbonite tries to match your computer (but gives you a thirty-day window to realize if you’ve deleted a file by mistake and need it back). So you wouldn’t be able to upload files for storage and then remove your local copies.

    Sincerely,

    Len Pallazola
    Manager, Customer Service Systems
    Carbonite, Inc.

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  32. I install Carbonite two weeks ago and ever since I keep losing my internet connection. It always happens during a backup. I have to unplug my cable modem for a minute to get connection back. I disabled Carbonite for two days and never lost my connection until I enabled it. Questions or solutions?

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  33. I’ve tried a significant restore from Mozy on my Mac now (I’d restored the occasional chunk of files in the past, mostly to test it, all on my PCs) and was really impressed: the 13 Gb restore streamed in from the servers at a few hundred kbyte/sec until the job was … well, nearly finished. Until all but two files had been restored, according to the error message. Which files? No idea: neither the error message nor the log files gave any indication. *headdesk*

    I suppose it’s marginally better than actually failing silently – but only marginally. I’m an old fashioned kind of guy: I think that restoring files should actually, you know, restore those files, not some subset thereof. I might settle for *knowing* which files have been omitted – but being told the restore has bits missing, without knowing which?!

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  34. @Richard – your router or cable modem may be having trouble buffering all of the network traffic used by Carbonite during a backup operation. You could right-click your Carbonite tray icon and select “Low Priority” to slow down Carbonite so that it puts less stress on your devices, but I really recommend checking the devices for problems. The behavior you’re describing is not a common occurrence and likely indicates either a configuration problem or mechanical problem with either your router or cable modem.

    I hope this info helps.

    Sincerely,

    Len Pallazola
    Manager, Customer Service Systems
    Carbonite, Inc.

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  35. thanks for answering, and that’s unfortunate then… i was hoping to make Carbonite my 2nd backup

    w0uld be nice to have a permanent storage option

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  36. FWIW, I’ve found I’ve been able to backup files from my USB drives by using one of two methods. One drive has a TrueCrypt container on it & when the TC container is mounted, Carbonite will back up the files. The other drive is not encrypted, but I mounted it as a folder & that works too.

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  37. I have to say, I am completey annoyed with Carbonite. I have been singing it’s praises to all of my colleagues for months now and the one time I need it, I have no clue what’s going on??? My computer crashed and I am trying to restore the .pst file. It’s really the main reason I use carbonite. Once I set up the service I even contacted customer support to see if I had “marked” it correctly for download. I did, so I thought I was safe.

    I see it there, actually many different back-ups but after hours of trying to restore it, it says 100% restored but it’s not where to be found.

    HOW LONG SHOULD THIS TAKE???? On Friday I was prepared to spend the $20 to talk to a customer service rep but after waiting on hold for over thirty minutes, I said forget it. Then I went through two different chat sessions and after spending time there was told to “be patient”, it’s restoring. Now it is Sunday….. everything is restored that I need except the most import this .pst file. Where is it?

    I sent customer service an email, Len Pallazola (from this forum) and email…. still zip, nada, no answer. Carbonite really needs to step it up with customer service. To not have access to CS 24 hours for such a valid and important service is very unacceptable to me. I am so irrirated. This is important data and I just don’t understand why you can reach a person to solve this issue.

    Carbonite should realize that when their customers are contacting them for service typically they are frantic and scared because if they are contacting them, probably their computer has just crashed. I don’t get it? You would think that this type of service would be around 24/7 considering the nature of the business.

    If Carbonite cannot afford this then perhaps set up a user forum so the users can help each other.

    In the mean time, I would just like my .pst files restored.

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  38. Jamey,

    I’m sorry I didn’t notice the message you sent to my attention via customer support; your message was received at about 11pm our time. I’ve reviewed your log files and see that your .pst file has started to restore (at the time the log files were generated on Friday about 9pm EST), but had not yet finished restoring. If it helps, the path to the file was C:Documents and SettingsJameyLocal SettingsApplication DataMicrosoftOutlookoutlook.pst – but it’s a fairly large file so it could take a while. Your log file shows that you selected to restore the file several times, both to its original location and to your desktop. (I didn’t check to see whether you selected other locations besides those two, but you may find multiple copies once the restore completes if you selected multiple destinations.)

    Sincerely,

    Len Pallazola
    Manaager, Customer Service Systems
    Carbonite, Inc.
    http://www.carbonite.com

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  39. Thanks Len. You guys should put forums like this (although I know it’s a blog and comments) on your site so that customers know there is someone there. It’s really scary to have your computer crash and no one to help you through it….. how long do you think it will take?

    Jamey

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  40. Jamey, I just sent you an e-mail with some instructions on how to send me your log files. Once I’ve reviewed them I can give some better input on how far along the restore is.

    We do have a commentable blog on our website (www.carbonite.com/blog) but like any blog, it’s not really the best method to communicate with customer support. I like the idea of adding support forums to our website and I’ll share that idea with our design team; it may be something we can add in the future.

    Sincerely,

    Len Pallazola
    Manaager, Customer Service Systems
    Carbonite, Inc.
    http://www.carbonite.com

    Like

  41. Apparently Carbonite for the Mac is due “mid-2008”; I’m hoping that really does mean sometime soon (or that I can get into the beta!), since Mozy has now decided to ignore my file exclusions and try to back up my 30 Gb Parallels hard drive image. This, of course, means it’s now a week since my last Mozy backup with no certainty of ever completing another. Between that, the unexplained failure and the lack of reply from Mozy support, I’m about ready to jump ship somewhere.

    Like

  42. James,

    To sign up for the Carbonite Mac beta, send a note to beta@ carbonite.com with “MAC BETA” in the subject line and you’ll be added to the list. You should hear something from our beta team within a few days after your message is received. (Any other Mac users, feel free to do so also!)

    Sincerely,

    Len Pallazola
    Manaager, Customer Service Systems
    Carbonite, Inc.
    http://www.carbonite.com

    Like

  43. I signed up for Carbonite a week ago and suspected that they throttle the speeds. Then I found this blog entry. It looks to me like it's capped t about 2.5GB a day. I have 5mbps upstream. I was able to upload 1.5GB in the first four hours and at the end of 24 hrs it had uploaded 2.6 GB. Hard to believe they are not throttling.

    Whats the point in having a backup service if you can't back things up fast enough.

    Like

  44. Vinodh: There's no daily cap. I think what you're seeing is just the normal allocation of our bandwidth among the many computers that are trying to send data at the same time. Also, if you touch your keyboard or mouse, Carbonite slows down automatically in order to stay out of your way while you're working. If your computer is idle, it will back up faster. If you use your computer, the rate at which data is transferred will drop until you stop using it.

    Dave Friend, CEO

    Like

  45. I have discovered that Carbonite will not backup Microsoft Visual Source Safe (VSS) databases. I cannot get Carbonite to automatically backup files that VSS keeps creating with the ".a" extension. Apparently there are a number of files of a certain extension type that Carbonite will not automatically backup.

    I have contacted Carbonite about this a number of times and they just keep responding that I should right click on the file to have it backed up. Of course you can always right click on a specific file and have it backed up, but to have to go into my VSS database everyday looking for files with ".a" extension that are not backed up and have them backed up manually is not a real backup system. Obviously they are not reading my email message.

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  46. THE MOST IMPORTANT ADVANTAGE MOZY HAS OVER Carbonite is it BACKS UP EXTERNAL DRIVES!!! 🙂 As long as the drives show up as "fixed" (they're listed as regular hard drives in My Computer rather than "external") they can be backed up.

    And yeah the Carbonite restoration process is absolutely confusing, and I've used computers since the early '80s…took me a week to figure out how to get things back properly.

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  47. Holy crap, guys! What's so hard about restoring from Carbonite? You just open the Carbonite drive icon on the desktop, click on the file, folder, or drive you want to restore, and click "Restore." How the f*** could it be any easier? If you're backing up an external drive with Mozy, DON'T unplug the drive. I learned that the hard way. Otherwise, it works fine.

    Like

  48. I am so glad I never Bought and Paid for the Carbonite service, I didn't like how my service Just stopped working… one day, after less than four weeks of use. I now know that trial accounts are treated differently than full service accounts, even through I was suppose to have One Whole Year, under the agreement I understood. I am letting everyone I know of my Dissatisfaction with Carbonite backup service. I will be using another backup Arrangement from now on, doubtful I will ever use Carbonite ever again, Again I will be telling my experiences with The Carbonite backup service, to anyone and everyone. Now I am having trouble removing the Carbonite from the PC in question, If I have to do a Full re-install of My Operating System, and programs, That will be also included, as part of my "sad tale", I will be talking about this, at our Computer Club meeting in about Three weeks. Just to let you know "Not A Happy Customer" Al

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