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Unable to view all folders

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About once a week I:
"creating image of entire disk or partition"
selecting "C" drive
"create new backup archive"
"incremental"
It seems to backup fine; however, when I go to the backup media and go through the folders & files:
C:\user\myname\my documents\
There is nothing after my documents on the backup media. All of my personal & business files are stored in the "my documents" file on my "C:" drive. Don't understand why I get no error, yet - can't find "my document" files.

Please advise........

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Hello Larry,

Let me assist you with this situation.

In some cases you won't be able to find particular files when browsing through backup. What happens if you try to restore this image, does it restore those files?

Could you please let me know the build number of the product, which you can find in the Help -> About dialog (it should be a 3 or 4 digit number)?

Have you tried to mount this image and check if you can see the files?

We are looking forward to hearing back from you at your earliest convenience.

Thank you.