One common problem for Carbonite users is discovering that some files are missing from their backups. This can happen due to software settings, unsupported file types, or errors during backup. Missing files can put your important data at risk, so it’s essential to troubleshoot and resolve the issue promptly.

This guide explains why files may be missing from your Carbonite backup and provides practical solutions for both Windows and Mac users.

Why Files May Be Missing in Carbonite Backup

Several factors can cause files to be absent from your backup:

1. Unsupported File Types

   • Certain system files, temporary files, or application-specific files may be excluded automatically.

2. File Location Issues

   • Files stored on network drives, external drives, or removable media may not be backed up unless specifically selected.

3. Files Not Selected for Backup

   • Only folders and files you select are included in backup. Newly created files may need manual inclusion.

4. Backup Errors or Interruptions

   • Interrupted backups due to connectivity issues or software crashes can cause files to be skipped.

5. Disk Space or Storage Limits

   • Running out of local or cloud storage can prevent some files from being backed up.

6. Permissions Issues

   • Files requiring administrative privileges may fail to upload.

Step-by-Step Fixes for Missing Files

1️⃣ Check File Selection Settings

1. Open Carbonite.

2. Go to Settings → Files and Folders.

3. Ensure the missing files or folders are selected for backup.

4. Add any new files or folders manually if needed.

2️⃣ Verify File Location

• Carbonite automatically backs up files in default locations like Documents, Desktop, and Pictures.

• For files on network drives or external devices, you must add the folder explicitly to the backup selection.

• Ensure external drives are connected during backup.

3️⃣ Check for Unsupported File Types

• Some files are excluded automatically (e.g., temp files, certain system files).

• Move unsupported files to a supported folder or convert them to a compatible format.

• Consult Carbonite’s support knowledge base for a full list of unsupported file types.

4️⃣ Review Backup Status and Logs

• Windows: C:\ProgramData\Carbonite\Logs

• Mac: ~/Library/Logs/Carbonite/

• Look for skipped files or error codes.

• Use logs to identify why specific files were not backed up.

5️⃣ Check Storage Limits

• Ensure your Carbonite plan has enough storage for all files.

• Free up space on your local drive if the software needs temporary room for upload.

• Upgrade your plan if necessary.

6️⃣ Verify Permissions

• Files requiring administrator permissions may not be backed up.

• Right-click the file → Properties → Security (Windows) or check Get Info (Mac) to confirm access permissions.

• Run Carbonite as an Administrator if needed.

7️⃣ Resume or Restart Backup

• Sometimes a paused or stuck backup causes files to be skipped.

• Resume backup from the Carbonite icon in the system tray (Windows) or menu bar (Mac).

• Restart your computer if the issue persists.

8️⃣ Restore Missing Files

If files were previously backed up but appear missing:

1. Log into your Carbonite account online.

2. Navigate to the Restore section.

3. Search for the missing file by name or folder.

4. Restore to the original location or an alternative folder.

Business Users: Handling Missing Files

• Check that endpoint agents are installed and active on all devices.

• Ensure network drives or server folders are included in backup selection.

• Review Microsoft 365 or server backup settings for excluded files.

• Contact Carbonite business support if multiple devices show missing files.

Tips to Prevent Files From Going Missing

• Regularly review backup selection settings.

• Keep Carbonite software updated.

• Monitor backup status to detect skipped files.

• Avoid moving or renaming files during active backup.

• Confirm storage limits are sufficient for new files.

Frequently Asked Questions (FAQs)

Q1: Can I recover files missing from the backup?
Yes, if they were backed up previously, they can be restored via the online dashboard.

Q2: Why are some files never backed up?
They may be unsupported, located on external drives not selected for backup, or have permission restrictions.

Q3: How do I prevent this in the future?
Regularly check backup settings, keep software updated, and confirm new files are included in the backup selection.

Q4: Does Carbonite backup network drives automatically?
No, network drives must be manually added to the backup selection.

Final Thoughts

Missing files in Carbonite backup are usually caused by unsupported files, incorrect selection, permissions issues, or interrupted backups. By reviewing file selection, checking locations, ensuring proper permissions, and monitoring backup status, you can prevent files from being missed and restore any lost data efficiently.

Maintaining regular checks and keeping your software updated ensures your backups are complete and your data is protected.