How to Import Thunderbird data from Carbonite Backup

Authored by: Support.com Tech Pro Team

1. Introduction

Mozilla Thunderbird is a free feature-rich application that lets you manage multiple email accounts from one dashboard. Designed for Windows, the software easily integrates with different mailboxes using POP and SMTP protocols.

This guide will help you assist customers to restore emails to the Thunderbird application on their Computer from the Carbonite cloud.

2. Identify the Carbonite restore status

We need to identify if Carbonite has successfully restored all the files on the computer 

Follow the instructions below to check Carbonite has successfully restored all the files on the computer

1. Within your Windows taskbar, click the Show hidden icons arrow near your clock
   
   

1. Right-click the Carbonite icon and select View Restore Status
   
   

The restore progress of the current file and overall restore will be displayed

• Getting files back status

• Your files are back status

3. Restoration in progress

If you see the Carbonite restore status as Getting files back it means the restoration of files is still in progress and the estimated time for complete restore will be available on the screen.

Advise the customer to wait until the restore is complete and call us back for assistance.

4. Check if Thunderbird is installed

If you see the Carbonite restore status as Your files are back, it means the files are restored successfully to the computer.

We need to find out if the customer has already installed the Thunderbird application on the computer and assist them in installing the application.

Check the Computer if the application is installed and proceed further by selecting the appropriate option.

5. Locate the Backup file

We need to locate the Thunderbird backup files that have been restored on the Computer from Carbonite and move them to the current Thunderbird folder. 

Follow the instructions below to locate the Thunderbird backup files

1. Open File Explorer
   
   

1. Locate the Thunderbird folder C:\Users\[User Name]\AppData\Roaming\Thunderbird\Profiles\[Profile Name]
   
   

Customers' computers will have multiple users. We need to identify the old username by asking the customer and locate the correct backup files. 

6. Restoration

Now that we have located the backup file. Let's proceed to restore the data on the Thunderbird application.

Follow the instructions below to restore emails on the Thunderbird application:

1. Go to the file location C:\Users\[User Name]\AppData\Roaming\Thunderbird\Profiles\[Profile Name] and go back three levels to Roaming
   
   

1. Copy the Thunderbird Folder
   
   

1. Open the Thunderbird application
   
   

1. If the application prompts you to sign in, click on X to close the tab
   
   

1. From the Home tab click on the Thunderbird menu
   
   

1. Click on Help and then click on More Troubleshooting Information
   
   

1. Locate Profile Folder and click Open Folder
   
   

1. Go back to the Thunderbird application and close it
   
   

1. On the Thunderbird Profiles folder, go back three levels to Roaming
   
   

1. Right-click and paste the file anywhere within the Roaming folder 
   
   

1. When prompted click on Replace the files in the destination
   
   

1. Close file explorer and open Thunderbird application, all the emails will now be restored on the thunderbird application

7. Download and Install Thunderbird

Follow the instructions below to assist the customer in downloading and installing the Thunderbird application:

1. Open your preferred browser, type www.thunderbird.net in the address bar, and press Enter
   
   

1. Click on Free Download  to begin the download
   
   

1. Open the downloaded file to begin installation
   
   

1. On the UAC Prompt click Yes
   
   

1. Follow the on-screen Setup Wizard to finish the installation
   
   

1. Once the installation is complete, the application will prompt you to sign in. Just minimize the screen and proceed to the next step 

The customer does not need to sign in to the application.