Dear John,
I am Riccardo and I am in on behalf of Caridad.
Since we don't belong an iThemes or Backup Buddy account, I contacted directly iThemes to ask them for support to debug this issue and to have a test account from them to debug the issue.
Please can you contact them as well to submit the problem and let them know we're working together to solve a common issue, we think all this will speed up their replies.
Thanks in advance, have a good week end
Riccardo