Troubleshooting & Diagnostics

Use these built-in tools and checks to gather useful information before contacting support.

Check your Billing Manager version

Open Help > About Billing Manager. The About window shows the version installed on your computer. This documentation applies to Billing Manager 1.x.

Check License Information

Review the License Information shown by Billing Manager. If the license is missing or cannot be validated, see Installation & Licensing.

Open the Diagnostic Folder

Open Tools > Open Diagnostic Folder. This opens Billing Manager's diagnostic and log location, which may be useful when RivetLark Support asks for troubleshooting information. Do not edit or delete diagnostic files unless support specifically asks you to do so.

Create a database backup

Create a current backup before significant troubleshooting or data maintenance. See Backup & Restore.

Email issues

• Verify the email settings in Billing Manager.
• Confirm that the computer has internet connectivity when sending.
• Review the configured sender and server settings.
• Use Preview or PDF when email is unavailable.

Printing issues

• Confirm that the intended printer is available in Windows.
• Review the printer preferences in Billing Manager.
• Try Preview before printing.

Contact RivetLark Support

If the problem continues, contact RivetLark or email support@rivetlark.com. Include the installed Billing Manager version and a clear description of what happened.