Can't recover from chest

Good morning,
a customer of us has big problems with Cygwin: https://www.cygwin.com/

Infact he has returned his brand laptop bought from us due of it.
The strange thing is a dvd preinstalled file of this Lenovo laptop has been succesfully recovered from the chest,but not the 2 files cygwin (dbus-daemon.exe and ssh.exe,both in the same folder c:\cygwin\bin).They can’t be recovered both in the original place and in an external folder as well.I have located the chest folder,but it’s encrypted,how can I do ?
Please give me a feedback,as soon as possible.

Thanks in advance

Regards