WD Smartware: Retrieval Folders are blank

I backed up my old laptop and formatted it. Then, I used SmartWare to retrieve my backed up files. The

backed up data is on the Passport, the Passport shows the files, but when I restore files to my laptop - all of the folders are blank. However, I can still see the folders, number of files, and file sizes on my laptop after the restoral.

I never lost power during my backup.

How can I get this data back?

Are you using the option “restore to the original location”? If that so, try to restore using the “retrieve content folder”