Dear Carbonite Customer,
Carbonite began the first phase of a system upgrade early Monday morning. Due to a server glitch, a small number of customers using Carbonite version 3.5.89 have been unable to reconnect, even though Carbonite's servers were unavailable for only a few hours.
We've identified your computer ************** as one of those that may be affected. (Carbonite will alert you that it can't connect to our servers by displaying a flashing red lock icon with an alert symbol in your system tray.)
Don't worry, your backup is safe, but it will not be updated until you take steps to reconnect to our servers:
Option 1: Download a hotfix
1) Go to http://www.carbonite.com/hotfix
2) Click the 'Run' button on the two dialog boxes that appear
3) Carbonite should reconnect to the server shortly after you've applied the hotfix
(Note: If you are still having problems connecting to our servers after applying the hotfix, please reinstall Carbonite according to the directions below.)
Option 2: Reinstall the latest version of Carbonite as follows:
1) Go to http://www.carbonite.com/manage to log in to your account
2) Click the 'My Protected Computers' tab
3) Click the 'Reinstall' button, and follow the instructions to reinstall Carbonite on your computer
As soon as you've either applied the hotfix or reinstalled Carbonite, your backup should resume immediately from where it left off.
We apologize for the inconvenience this causes.
Sincerely,
The Carbonite Team
