Symptoms

In some environments, the issue may occur after certain Windows operating system (OS) security updates have been installed.Some folders are grayed-out during DTLT restore on Windows 10 clients for user accounts that are not members of the local Administrators group.Even adding a user to the local Backup Operators group is not sufficient in resolving the issue. Example:

Cause

For users that are in the local "Administrators" group, they can restore all backups. For users which are not in "Administrators," they can only restore their owned folders and files.The local SYSTEM account owns the user's home profile and Documents directories, starting in Windows 7.Example: To select a folder or file for restore in DTLT, these are the restrictions: The user account owns the folders and files.The user account owns all the children folders and files.

Resolution

Change ownership of all folders and files to the user's NT domain account. These include hidden and System-protected files as well. Open Folder Options in Windows Explorer and select the "Show hidden files/folders or drives" option. Clear the option "Hide protected operating system files."Right-click the Documents folder or other folders that are unavailable, and choose Properties.Switch to the Security tab and click Advanced button. In the open window, click "change."In the new open window, under "Enter the object name to select" section, input the user's domain account and click "Check Names" on the right. It should give the full name, click OK to continue.In the new open window, select "Replace owner on subcontainers and objects," click OK.After this, all the files/folders (including hidden files/system protected), should all be set with ownership by the user domain account instead of SYSTEM. Perform backup again and retry the DTLT restore. All folders can now be selected and restored.

Support Cases