Disconnected Drive Notice

• This article is for Windows

If you received a Carbonite notice that your hard drive has been disconnected, it indicates that Carbonite no longer has access to the drive that was originally selected for backup. If Carbonite is unable to connect to the drive, the backed up data associated with the drive will be removed from Carbonite after 30 days.

Fortunately, this issue can be addressed by following the steps below.

1. Safely disconnect and reconnect the drive to the USB port on the computer.
   The use of USB hubs or docks may cause issues with Carbonite and Windows recognizing the drive for backup.
2. If Carbonite was installed on another computer, reselect the drive for backup.
3. Check the external hard drive cable connection and replace the cord if necessary.
4. Contact our partner, Support.com, at 1-866-314-1159 (or a local technician) to diagnose potential problems with the external hard drive.
5. If suggested by a technician, purchase a new external hard drive and replace the drive.

For instances where you cannot reconnect the drive, you can temporarily enter Recover Mode to avoid these notices and protect your backed up files past the 30 days. However, you will be unable to back up files until you exit Recover Mode.