Looks like one of the known issues, but we need to confirm that. We need the logs from the software(tools > diagnostic) for further investigation.

Thank you, Matt. I've submitted the logs as requested.

Note that after submitting the logs, I received two e-mails. First was an e-mail delivery failure notification, then next was a "ticket submitted" confirmation. The delivery failure states the following:

----------------------------------------------
multipart/related

---------------------------------------------------------------------

--000000000000c5479705839a6454
Content-Type: multipart/alternative; boundary="000000000000c5479a05839a6455"

--000000000000c5479a05839a6455
Content-Type: text/plain; charset="UTF-8"

** Message not delivered **

There was a problem delivering your message to diagnostic-log-recipientsatcloudberrylabdotcom . See the technical details below.

Learn more here: https://support.google.com/a/answer/168383

The response was:

Your email to group diagnostic-log-recipientsatcloudberrylabdotcom was rejected due to spam classification.

The owner of the group can choose to enable message moderation instead of bouncing these emails.

More information can be found here: https://support.google.com/a/answer/168383.

--000000000000c5479a05839a6455

I think I just realized what's going on. Noticed that your C drive is encrypted by bit-locker, so file-level restore will not be possible in your case.

Thanks, Matt. That's disappointing, but thanks so much for getting back to me.

Totally forgot one thing: you can disable "keep bitlocker" option when selecting your partitions and that should allow you to perform file-level restore.

And just to add what Matt said, if you uncheck Keep BitLocker, Windows will decrypt the drive data during backup. CloudBerry will still keep your backups encrypted using AES encryption (an option we recommend you use). If you restore the image at some point, you can manually reapply BitLocker encryption. And, as Matt said, you will be able to perform File-Level Restores.