Found this post which I am hoping will help our technical support resolve the problem:
Backup and restore
Missing users after restore.
ການສົນທະນາຖືກລັອກ ດັ່ງນັ້ນ ທ່ານບໍ່ມາສາດຕອບກັບມັນ.
Found this post which I am hoping will help our technical support resolve the problem: