Not able to restore a file to new Reckon installation.

I have Reckon Personal Plus 2021 installed on my old computer and I was moving to a new Dell laptop. As my existing licence was nearly up I installed a new licensed version. I did a back up of my old data and it loaded into the new licensed version with no problem. Then when I closed it it wanted me to do a backup which I did and that crashed with error report 6911. On reopening reckon all the data was lost. I reloaded the back up data and exited without doing a backup and again all the data was lost. I have tried this several times having reinstalled the application. The so called techical suport line was less than helpful just diorecting me to this site