2018-06-27 ; 1hr ; Inv #2780
The Carbonite partner portal was reporting that the POSIM server backup was out of date. When querying the server itself, the Carbonite software said it was backed up just fine.
Carbonite tech support says the issue is the PC service hasn’t been able to upload a copy of the program database. This is critical for restoring the proper versiosn of files. They recommended a reboot and if that failed, to re-install the software.
When I arrived this evening I saw that Trendmicro had updated and needed a reboot. I also discovered that there were Windows updates waiting to run. I installed the Windows updates and rebooted. I then found that Java needed to be updated which I did. I wasn’t seeing a good status yet but Carbonite told me it could take over an hour for the status to get updated.
About 90 minutes later, when I was at home, I verified that the server status was now showing that the backup was ok.
Carbonite Ticket:
Hello Dan and thank you for contacting Carbonite Customer Care.
I’m a Technical Support Professional, and I’ll be happy to assist you!
The issue here is that Carbonite hasn’t been able to upload a copy of the program database since the 24th, which is critical for restoring the proper versions of files. While it does appear to have been backing up files as well, we would want to make sure this database also gets uploaded to the server.
Where that server is running the latest version of Carbonite, I would suggest restarting the Carbonite service to see if that allows the database to upload (you may also want to simply reboot the PC itself as the Windows 7 OS it runs is not designed to run with 100% uptime like a true server OS is).
If the restart doesn’t clear the “Out of Date” designation on the portal within an hour, you may need to reinstall Carbonite.
Uninstalling and reinstalling Carbonite resolves most backup issues and updates the Carbonite software to the latest version. You can uninstall Carbonite from your PC through the Windows Start menu or through the Control Panel. I have included a link to our Knowledge Base article which will provide you with detailed instructions for uninstalling Carbonite:
Uninstalling Carbonite Safe Pro: https://cbnt.it/1WSuWO6
After uninstalling Carbonite, restart the computer.
You can reinstall Carbonite by signing into your Carbonite account at https://account.carbonite.comand clicking Reinstall on this computer. Reinstalling Carbonite will not affect your previously backed up data. Instead, your backup will resume from where it last left off. I have included a link to our Knowledge Base article which will provide you with detailed instructions for reinstalling Carbonite:
Reinstalling Carbonite Safe Pro: https://cbnt.it/1ZYsJkZ
Resolving your issue is a priority for us. If we do not hear back from you in a few days confirming that your issue is resolved, we will send a follow up email. We will leave your case open until further notice to ensure that we have resolved all of your Carbonite-related issues. If your issue is resolved, please respond to this e-mail with the word “Resolved.”
Case Number: 04440133
For phone support, please call us at 877-222-5488 (617-587-1100 if calling from outside of the United States) between the hours of 9:00 am and 8:00 pm ET (excluding U.S. holidays). For chat support, please click the following link: Contact Us.
Sincerely,
Michael
Carbonite Customer Care
http://www.carbonite.com
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