Finally, Carbonite for Mac is launched!

After a really long series of betas, Carbonite for Mac is finally launched and off to a strong start. I have to confess that this product has been a lot longer in coming than I had ever expected. We actually had a working version over a year ago, but when we put it out to the Mac community the feedback was that it had too much of the look and feel of a Windows product. So we decided to assemble a new development team composed only of Mac fanatics and they completely redesigned the interface. We put the resulting new version into beta again about 4 months ago, and this time the reaction from the Mac community has been great. "Simple and intuitive, just like the Mac," one beta user wrote to me. "I like the set-and-forget aspect of Carbonite. I'm am so tired of messing around with Time Machine, and it's half the price," said another.

The release of Carbonite for Mac completes a long cycle for me. Back in 2005, one of the events that got Jeff and me to start Carbonite was my daughter's hard drive crashing. As a Mac user, she's been waiting a long time. I've been a Windows guy for years, but I now have both a Mac and Windows machine on my desk and I can understand why my kids have migrated to the Mac – it's a great machine.

Dave
CEO, Carbonite

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Comments

March 16. 2009 14:11

Clint Bradford

Congratulations on the new Mac release. Having a little problem telling Carbonite what NOT to back up, but am working on it. Thanks for the two week trial period, too!

Clint Bradford

March 18. 2009 15:38

Alison

Hi Clint,

I'm going to have one of our support reps contact you at the email address you provided to see if we can assist you.

Thanks,
Alison

Alison

March 20. 2009 00:01

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April 27. 2009 16:24

Edmond McGill

I was invited by Carbonite for a trial subscription. Carbonite would not complete the backup. It remained stuck with about .5 gig not backed up. After numerous sessions with "help", sending data as requested, uninstalling and reinstalling twice, the techs gave up and informed me that I must buy a subscription even though they could not figure out why the upload will not complete.

Disappointed that the product does not work and disappointed with the technical service.

Edmond McGill

Edmond McGill

April 27. 2009 20:52

Clint Bradford

This is not, I am sure, meant to be a "tech support" blog. But something is obviously interfering with Carbonite on Edmond's system. Carbonite is working as advertised for me on my MacBook Pro ... I am awaiting the ability to schedule backups, though - which I am sure will be coming soon.

Clint Bradford

April 29. 2009 10:48

Len Pallazola

Edmond,

I'm really sorry to hear about your experience. I'd like to have one of our product specialists reach out to you to determine what is really wrong with your system and get things working. We'll be happy to extend your trial while we resolve the issue. Please write me at Len.Pal @carbonite.com and I'll have someone get in touch to work with you.

Sincerely,

Len Pallazola
Manager, Customer Service Systems
Carbonite, Inc.

Len Pallazola

June 18. 2009 04:56

Ian

Which file systems does this support?

Ian

June 19. 2009 09:41

Alison

Ian,

Of the default available File Systems in Mac OS X 10.5, Carbonite supports all of the Mac OS Extended variations, but not the FAT filesystem.

Alison

Alison

August 29. 2009 18:41

Xav

Hey,

Carbonite doesnt seem to work with Snow Leopard yet ?

Thanks
Xavier

Xav

August 31. 2009 08:39

Alison

Xav,

Apple is released Snow Leopard about a month earlier than expected. We plan to offer full support for the OS with our next release which is planned for sometime in October.

Alison

Alison

September 1. 2009 01:10

Kelli

Purchased Carbonite 2 weeks ago and am backed up. Installed Snow Leopard today. Now what do I do?

Kelli

September 2. 2009 09:41

Alison

Kelli,

We are actively testing the compatibility of Carbonite and Snow Leopard, but at this point, testing is still incomplete. We know that some of our customers are using Carbonite on Snow Leopard and their backups appear to be working normally. However, we are aware of several minor install issues and user interface issues that still have to be addressed. We are actively working on updates to our product that will allow us to fully support Snow Leopard. We expect to have full support for the OS in the next couple of months.

Alison

Alison

September 2. 2009 16:33

Steven D

Alison, you mention that Carbonite is "sort of" working on Snow Leopard. Have these people done an upgrade to Snow Leopard with Carbonite already installed or do they re-install Carbonite in Snow Leopard? While I am glad an update is coming, I am looking for a short-term solution as I want to take advantage of Snow Leopard's benefits now.

Thanks,
Steven.

Steven D

September 2. 2009 17:00

Alison

Steven,

Many customers who were already using Carbonite have upgraded to Snow Leopard and are only experiencing interface issues that don't affect the backup. With Snow Leopard, the "more" option in the control-click menu is gone, so in order to add or remove files to your backup, you'll need to use the Carbonite Preference Pane, which is located in the System Preferences. Users who are already using Snow Leopard and then try to install (or reinstall Carbonite) are experiencing issues. This means that if you need to reinstall Carbonite for any reason, you might run into issues if you're using Snow Leopard, which could be a problem if you need to restore data. If you really want to use Carbonite with Snow Leopard, make sure Carbonite is installed on OS 10.4 or 10.5, before upgrading to the new Mac OS. However, please be aware that until we fully support the OS, you might have a problem if you need to install or reinstall Carbonite on Snow Leopard in order to recover your files.

Alison

Alison

September 3. 2009 21:41

Carson

I am tired of losing PC's to viruses, but I have been saved twice now by Carbonite, so, when should I consider moving up to a Mac and, if I do so, will I be able to continue using my current Carbonite subscription?

Carson

September 4. 2009 11:40

Alison

Carson,

Yes, you can transfer your current Carbonite subscription to a Mac. Unfortunately, however, because the file structures of PCs and Macs are so different, you will not be able to use Carbonite to transfer your files from one computer to another. You will need to do that manually (if you wish to move files from your PC to your Mac).

Alison

Alison

September 9. 2009 20:08

Tasha

I just started using Carbonite and upgraded to Snow Leopard near the same time. I want to purchase Carbonite most likely but do not want to until it is fully compatible with Snow Leopard. What happens to my subscription after the 15-day trial?

~tasha

Tasha

September 11. 2009 06:04

Patrick

After I upgraded to Snow Leopard (I already had Carbonite installed on OS 10.5) back-up status for Carbonite says "registering." I assume this means that it is not backing anything up?

Good to hear that it will be supported soon (I have some other ways I am backing up until then). Carbonite is certainly a terrific product.

Patrick

September 16. 2009 09:19

Colin Ludlow

I have carbonite on my Laptop PC and I shall be donating that to my daughter and keeping the Carbonite going. I have bought a Mac mini and was just exploring the Time Machine together with external hard drive (£100) vs Carbonite options when I happened upon this string.
I have snow leopard so I guess I will have to wait a while longer - Doh!

Colin

Colin Ludlow

September 18. 2009 07:29

Dimitri

I recently used the free trial (pre-Snow Leopard [SL]) and was very impressed with your product; however, until Carbonite supports SL, I will remain with one of your competitors.

As a side note: OSX 10.6 arrived early, yet most vendors met the early delivery. Therefore, I am concerned that I will experience issues with Carbonite when 10.7 arrives.

Furthermore, when Carbonite representatives blame the early delivery of SL for a company failure, they are really saying "we cannot deliver early, unlike our competition that met the early release." Worse, when those representatives also add that there will be product in October (barring any code delays), they are really saying "we could not have met the originally anticipated Sep release of SL, so the fact that SL was released early is irrelevant."

Perhaps a more honest (and, in my eyes, acceptable) response would be:
"We just released the 10.5 compatible version, and we are feverishly working on 10.6. Since we are ramping up our ability to support OSX, we do not anticipate delays in the future."
**That** statement would reassure all of your OSX users that this is an isolated experience, not the beginning of a trend.

Respectfully,
Dimitri

Dimitri

September 18. 2009 23:05

sarayu

Just upgraded to Snow Leopard today. A little difficulty, but seems ok to start. The number of awaiting backup files keeps expanding--there are about 25 to go but it shows over 25,000 and growing instead of decreasing. Am thinking of switching to a PC--I know that I can switch the membership over, but will i be able to restore files that i uploaded from a mac to my PC?

sarayu

September 28. 2009 02:09

David

Carbonite does NOT work with Snow Leopard. I got one folder restored the very first time. I cannot backup. I cannot restore any more files in significant numbers. It crashes. I assumed that I could transfer my account to a pc to download the files and then copy them to a mac but no luck. Carbonite apparently has no cross platform transfer. I asked if they would create a disk and copy my files but they won't. And no news on when it will be usable.
And would you believe I learned about this on a Rush Limbaugh ad for Carbonite.

Very bad service in my opinion.

David

October 5. 2009 05:23

Elizabeth

When in October will Snow Leopard be supported???? I've had the upgrade disc for a month but haven't been able to install the OS because I don't want to lose the ability (which I am paying for!) to back up my files. It seems like very bad customer service to require customers to keep paying for a product that won't let them upgrade their OS! Maybe refunds are in order?

Elizabeth

October 8. 2009 21:54

jeff

I just subscribed to Carbonite and everything seems to be fine, with the exception that my macbook pro is humming along at 190 degrees and the CarboniteDaemon is using 70% of CPU power. Is there a way to slow the CPU draw down and keep everything else the same? I am running Snow Leopard. I know your software is not optimized for SL, but...

Thanks. Great service and concept! Once you do get this upgraded for SL, how will I know? Will it be an automatic dialog box asking me or will I need to manually upgrade?

Jeff

jeff

October 11. 2009 16:07

Alex

Hey Guys,
for over a month now I am not doing backups anymore because your client does not support SL!! I guess you did not mind taking my money.... but now you switched to "stealth mode". Could some of you (responsible) guys finally make an announcement?!
I can assure you that once McAffee offers their service in Germany you will have lost me as a customer. Its just annoying to see how a company ignores their customers!
Alex from Frankfurt Germany...

Alex

October 12. 2009 02:16

Justin

Super! Apparently my last comment was not p/c and was fit to be scrubbed from the Carbonite website. I was just unhappy to discover on one of the support pages that the support date for Snow Leopard has moved from October to November. Frown Of all the programs I use on OS X, Carbonite is now the only program which is preventing me from migrating to Snow Leopard. I hope the reason for the delay is that they only want to put out a flawless piece of software, and not that they neglected to work on Snow Leopard support proactively. I do notice that Carbonite plans to support Windows 7 when it is released. Any mac users feeling a bit neglected? I switched to Carbonite from Mozy because Mozy for Mac had terrible software problems. Carbonite, please show me I chose right with you!!!

Justin

October 12. 2009 05:39

ix

Justin, my comments were also blocked. For example, I pointed out how it was insulting to my intelligence to claim that the delay in a Snow Leopard compatible version was due to SL's release date moving up (see Carbonite rep's comments in this thread) while (1) other vendors met the release and (2) the scheduled Carbonite upgrade (old date was Oct) was later than the original SL release schedule (Sept). Now, Carbonite delays the upgrade again. The act of ignoring my comment has turned me from a semi-loyal customer to a vehement opponent.

Please note: I work as a tech consultant. Although I am not an expert on home-use IT solutions, my clients often inquire about home needs. Carbonite is no longer a piece of software that I suggest. However, JungleDisk (www.jungledisk.com) thanks you for your PR fumble. Honestly, I thank you too. Their product is superior in security of data from hackers (real encryption, including unreadability from the storage host) and site failure (ride Amazon's storage for bulletproof data warehousing). For most users with small backup needs, it is cheaper too.

You have already lost two customers (my wife and me), will lose a few dozen more (my clients, as their service with you expires), and will lose dozens of potential customers (future clients who I will not refer to you) due **not** to the upgrade delay, but due to your PR fumble on this blog thread. Insincere responses to real customer inquiries + scrubbing comments that are even mildly questioning of Carbonite's official answers = a fumble that insulted me and caused me to seek out and find a better solution.

ix

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