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I’m frustrated

CArbonite Info Center won't open

When I try and open the carbonite info center from the Start menu, a short cut on the desktop or the icon tray nothing happens. I have to reboot my computer and open it first thing.
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  • Paul, I have had the same problem. I have had to reinstall Carbonite, and then the the Info Center seems to work for a few days. I realize that this is not much help, but I am still searching for a long term answer. eak
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  • I’m frustrated
    This is really annoying. Plus, it's taking WEEKS to upload! I was told "a few days" by customer service, but that was a bunch of b.s.
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  • This will probably help the next guy:

    I called up Carbonite, they took control of my desktop and fixed these potential problems:

    1) My Norton Anitvirus firewall was preventing Carbonite from opening.
    2) My Windows 7 firewall was preventing Carbonite from opening.
    3) There was a Java problem also.

    Sorry, I don't have specifics, but this may be a start for some people.
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  • I’m angry!
    It's been two months since Paul's question was posted and still no answer. Frustrated is too light a term for what I'm feeling about Carbonite over this and other issues.
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  • 4
    From Carbonite Support Chat: "I sincerely apologize for the inconvenience we are aware of this issue which is occurring solely for Window Vista users and our engineering team is working on it to find a final resolution. In the meanwhile, we recommend you to please follow the instructions below to fix the issue. "

    1. To bring up your Task Manager press the following combination keys CTRL+SHIFT+ESC
    2. From the Task Manager windows click on Processes tab
    3. Under process tab look for carboniteui.exe and then right click on the CarobniteUI and select end process.
    4. Warning Message dialog box pop, click Yes and close the Windows task Manager.
    5. Now go to start menu click on all programs, Carbonite and then Carbonite infocenter.

    After doing those, the InfoCenter will open but will most likely stop responding again after a few hours. Hence, we urge you to follow the same instructions until we implement a final resolution.

    Even though the InfoCenter has stopped responding, CarboniteService is still working in the background and Carbonite is still backing up your computer.
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  • I’m glad to have found a solution
    Thanks, Thomas... this worked.
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  • This reply was removed on 2011-02-03.
    see the change log
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  • I’m undecided
    Closing out the Carbonite Info Center in Task Manager worked for me as well. However, this morning Windows Vista crashed on day 5 of the initial backup and I had no choice but to pull the plug on my computer and reboot. The initial backup picked up right where it left off, but now the info center has again gone unresponsive. I am glad that the initial backup only happens once. I only wish that Carbonite would have fixed this bug before I signed up.
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  • This worked for me as well but I'm surprised we don't have a patch to fix it yet...

    Otherwise I'm happy with the service. I use the iphone app to locate files when I'm at work that I need to get info from and I'm confident my stuff is backed up. I'll still do the multiple external backups but not be as worried about it now knowing all the immediate stuff it good too. My backup took almost two weeks for like 60GB. You have to tweak it a bit to make sure you aren't wasting time on unnecessary files (Games, software programs and files you don't care about etc.). It takes awhile but it worth it.... once you do it your done.... it can't really go faster without interfering with your normal operations and verify your data and encrypt it...

    I wonder if my computer totally crashed and I bought a new one if Carbonite would then send me my backups on disc to eliminate a two week retrieval period?

    Mike
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  • This will not work for me. I tried it several times. I get a message that Internet Explorer can not open the program. I'm using Firefox.
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  • I'm lost Chris... Internet explorer has nothing to do with the program... TYou need to close it out in task manager and restart it.. Carbonite will always be running and backing up in the background but you need to sometimes restart the interface. Hit Control Alt Delete and then Task manager... Find CarboniteUI in the process list... Select it and selcet End process... Then go to your Carbonite icon on your desktop or start menu and click it... it will then work.... Don't end the other Carbonite process...just UI... but I think either way the program reestarts in its entirety...
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  • I’m smart
    Yes, this is correct. Works every time. I use Firefox as well. Although Control Shift Esc takes you right to the Task Manager. Then you can select the tab Processes & move on with Mike's suggestion.
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  • I have also accidentally discovered that you can open task manager by right-clicking on the task bar in Vista.

    Right click on the task bar at the bottom of your screen. Go to Task Manager and left click to open. Go to the Processes tab and click on the top of the column that says "Description." This puts all the running processes in alphabetical order. Find "Carbonite User Interface" and click on that. Then click on "End Process" in the bottom right corner of the Task Manager Window. Click "End Process" to confirm.

    If you have other users logged into their Windows account on your computer, you may have to do this for all users. Go to the bottom left corner of the Task Manager window and click on "Show Processes for all users." The User Account Control box will pop up. Confirm your choice. Then look for other entries for "Carbonite User Interface" and close those out as well. The other users on your computer can always restart the user interface when they use their Windows account.

    When you don't see "Carbonite User Interface" listed in the processes tab, then it is safe to assume that it is completely closed and you can click on the Carbonite Info Center icon to reopen it.
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  • Thanks Lisa...I didn't realize that task manager was a right click away.... funny how you can do something for years the same way and then find a easier way that was right in front of you the whole time....

    Mike
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  • @Lisa, I didn't know about this either! Very cool...
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  • Does anyone have a different solution? This does work for me!
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  • Chris, where is the solution breaking down? When you open task manager, are you seeing CarboniteUI.exe? Are you able to end it so it is no longer in the task list? Then when you go to START and click on Carbonite Info Center, what happens?
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  • Chris,

    Backtracking here just to be sure we are talking about the same thing... When you reboot your computer or turn it on, Can you open carbonite up, not on the web but in its own program? Can you then see whats being backed up and what's pending? If you can't there is something else wrong....if you are trying to access your account on the internet through a web page and can't, there is something else wrong and not what this thread is about...

    Please be detailed about what you are trying to do ...specifically... and what's happening...

    Mike
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  • The only other thing that I could think of would be a conflict with an anti-spyware program, but that might have also prevented you from installing Carbonite and it appears you have already done that. (I had to disable Spybot S&D before I could install Carbonite, and whenever Carbonite updates its own program, I have to disable it again.)

    I searched Carbonite's support section using "Internet Explorer canoot display" and came up with this:

    http://carbonite.custhelp.com/app/ans...

    and this:

    http://carbonite.custhelp.com/app/ans...

    If you want to try searching yourself, the link is available in the Carbonite Info Center... Oh yeah, you can't get the Info Center to work... LOL so here is the link to the Webpage:

    http://carbonite.custhelp.com/

    or this is their Contact page

    http://www.carbonite.com/en/about/con...

    Good luck!
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  • I’m Frustrated
    This solution is doing me no good. My carbonite Info Center won't open. I get the message:

    Carbonite User Interface has stopped working.
    A problem caused the program to stop working correctly. Windows will close the program and notify you if a solution is available.

    Windows never notifiies me about a solution. Opening the Task Manager is no help because once that message window above closes, that carboniteui.exe files disappears off the Processes list. So I can't end the process because its not on the list. But if I try to start the Carbonite InfoCenter again, I get the same error as above.
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  • Did carbonite ever work right for you?? Did you install any updates? Windows or otherwise before the problem started?

    If so you could consider going back to an older restore point prior to the problem. You also could FREEZE your back up on carbonite. This can be done by logging into the web page. Then I would uninstall carbonite and reinstall it. If the problem persists you might be missing or have some corrupt dll file or something... You could try repairing windows by using your backup disc... select install and select the repair option....

    I would freeze carbonite, Uninstall and reinstall...if no go... do a restore point or uninstall any updates I could correlate to the problem... if still no go... repair windows...

    Mike
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  • Same problem, how do you get info center to open up i Firefox or chrome instead.?
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  • Did all this----
    1. To bring up your Task Manager press the following combination keys CTRL+SHIFT+ESC
    2. From the Task Manager windows click on Processes tab
    3. Under process tab look for carboniteui.exe and then right click on the CarobniteUI and select end process.
    4. Warning Message dialog box pop, click Yes and close the Windows task Manager.
    5. Now go to start menu click on all programs, Carbonite and then Carbonite infocenter.---
    window pops up saying Internet Explorer cannot open page-
    Possibly not connected to the internet-

    If Carbonite has known of this for a year now, well, either they need to fix or I need to move to one of the MANY others....

    PW
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  • I’m indifferent
    Its unfortunate the vista and carbonite interface is this buggy.... I no longer have this problem now that I upgraded to windows 7. It appears to be a vista problem only. You just need to restart the interface but carbonite is still backing up no problem... it is nice to be able to see it though...
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  • Have Win7... same no display UI issue. Steps made no difference. Firewall off, AV off... ? Help
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  • If you are getting "Internet Explorer cannot display web page" in the Infocenter window, check your hosts file (C:\windows\system32\drivers\etc\hosts). I had the same problem with both Vista and Win7 because the following line was activated (had the # character removed from the beginning of the line):
    # ::1 localhost
    There is a comment in the typical hosts file that states "localhost name resolution is handled within DNS itself", which means this line should NOT be active. Put the # sign back at the beginning of the line and Infocenter displays correctly. You will need to run Notepad as administrator to edit the hosts file (Start -> Accessories -> right-click on Notepad, choose Run as Administrator), then in Notepad, File->Open and browse to hosts file at the path above. Select "All files" under file type.
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  • I have a Win 7 install that is doing the same thing, and the workaround noted, is not working either.
    Here is copy of the contents of the host file:
    # Copyright (c) 1993-2009 Microsoft Corp.
    #
    # This is a sample HOSTS file used by Microsoft TCP/IP for Windows.
    #
    # This file contains the mappings of IP addresses to host names. Each
    # entry should be kept on an individual line. The IP address should
    # be placed in the first column followed by the corresponding host name.
    # The IP address and the host name should be separated by at least one
    # space.
    #
    # Additionally, comments (such as these) may be inserted on individual
    # lines or following the machine name denoted by a '#' symbol.
    #
    # For example:
    #
    # 102.54.94.97 rhino.acme.com # source server
    # 38.25.63.10 x.acme.com # x client host
    #
    # localhost name resolution is handled within DNS itself.
    # 127.0.0.1 localhost
    # ::1 localhost
    192.168.105.57 PortableTest1
    192.168.105.203 LW04L521

    Thanks,
    Dan
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  • Hello, I installed Norton 360 and Carbonite stopped working. I uninstalled Carbonite and reinstalled and get this error message: "Registration could not be processed due to an unexpected error while starting Carbonite..." The Carbonite website pointed me in the right direction, but was not the complete solution: https://carbonite.service-now.com/car...

    Not only do you have to set all Norton 360 program rules to "Allow" from "Auto", but you need to manually find additional Carbonite related programs that are installed in c:/program files (x86)/carbonite and c:/program files/carbonite set them to "Allow" as well. Once you set the program everything to "Allow" you need to restart your computer before it will take effect.

    I had to manually add two carbonite programs to the allow list:
    c:/program files (x86)/carbonite/carbonite backup/CarboniteSetUp.exe
    c:/program files (x86)/carbonite/carbonite backup/CarboniteUI.exe

    This took me 4 hours to figure it out. I hope this helps you figure this out in 4 minutes!
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  • I was having thee same issue so I checked the Services to see what was going on. I found that Carbonite Mirror Image Service and CarboniteService were both Disabled. I changed them to Manual and Carbonite magically connected and seems to be working.

    Not sure why those Services were turned off, but I seem to have found my fix.

    You can get to your Services via the Task Manager (CRTL+Shift+ESC) > Services > Services (Bottom right corner Win7)
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  • I am having this problem with the Info Center since upgrading to 8.1. It never opens immediately, and if it does, is most often blank. When it displays anything, it is incomplete. Back-up and Mirror Image are running but I have no control. Just to make things even more mysterious, I have another laptop (same brand) running 8.1 and Carbonite is functioning normally.
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