I had a similar problem and couldn’t get to the bottom of it. I emailed customer service and they asked me for screenshots and info which I was hesitant to supply as it is work data on the stick.
Randomly I just tried something today and it worked so I had to tell the internet!
Log into your vault as normal and click once to select the folders you wish to download/decrypt. Then click the File drop down menu and select “Save File(s) to”
That’s how you decrypt them! Finally!
