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| Support FAQ |
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These are the Frequently Asked Support Questions for RTG Bills and RTG Timer.
We also have a separate FAQ for general questions typically asked by people before they start using RTG Bills and RTG Timer.
If your question does not appear here, look in the RTG Bills Knowledge Base for a much larger list of questions and answers.
We also offer How-To Guides that provide step-by-step instructions for specific tasks.
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| Could not start RTG Upgrade |
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Q: When I choose File > Upgrade > Yes, I get this message:
Could not start RTG Upgrade
What's wrong?
A: Windows Vista requires that you have administrator privileges to upgrade RTG Bills or RTG Timer. Instead of double-clicking RTG Bills or RTG Timer, right-click and choose Run as administrator. Then click Allow. RTG Bills or RTG Timer will start, and you can now start RTG Upgrade.
This extra step is only necessary when you need to upgrade RTG Bills or RTG Timer.
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| Moving to a new computer |
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Q: How do I move RTG Bills to a new computer?
A: Use File > Backup to back up your data, install RTG Bills on the new computer, then use File > Restore From Backup to put the data on the new computer. When you do the backup, be sure to check both Include archived data and Include historical bills. For a full discussion, see Moving To A New Computer.
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| Installing on a new hard disk |
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Q: My hard disk crashed and was replaced. How do I install RTG Bills and restore my data?
A: Install RTG Bills, then restore your data. The details vary somewhat depending on how the backup was created. For a full discussion, see Restoring RTG Bills On A New Hard Disk.
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| Reinstalling RTG Bills |
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Q: I deleted some files and now RTG Bills doesn't work. How do I re-install it without losing my data?
A: Just install RTG Bills in the same location it was in before. Your existing data will be preserved (assuming you didn't delete it). RTG Bills never overwrites existing data during an installation.
The answer is more complicated if you don't have the installation file (which you either downloaded or purchased on a CD), or if the version you purchased is older than the version you have been using (because you used the free upgrades). For a full discussion, see Reinstalling RTG Bills.
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| No data after upgrade |
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Q: I installed a new version of RTG Bills and all of my data has disappeared! Where is it?
A: Your data is exactly where it was before the upgrade. The installation program never overwrites data.
Starting with RTG Bills Version 2.17, we suggest that you always install the RTG Bills programs in the standard location:
C:\Program Files\Rtgbills
This is called the Destination Location by the installation program.
The installation program also asks for the Data Location, where the data files are located. Apparently you did not enter the right location at that point, so an empty database was installed.
You need to uninstall RTG Bills and install it again, entering the correct Data Location this time. For help finding your data, see No data after upgrade in the Knowledge Base.
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| Upgrade problems |
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Q: I can't get the upgrades to work. What should I do?
A: A variety of problems can prevent upgrades from working. For a thorough discussion, see the article, Fixing Upgrade Problems.
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| No valid timekeepers |
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Q: When I start RTG Timer, it says No valid timekeepers. What's wrong?
A: Start RTG Bills and choose Edit > Timekeepers. Edit the first timekeeper and check that you entered a Timekeeper Key. You always get one Timekeeper Key with the purchase of RTG Bills and RTG Timer. For instructions, see the section entitled Enter A Timekeeper in the RTG Bills Tutorial.
If you have entered at least one Timekeeper Key in RTG Bills and you still get this message, then the information isn't getting from RTG Bills to RTG Timer. See No valid timekeepers in the Knowledge Base.
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| Installing on a network |
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Q: Can I install RTG Bills on a network or do I need a special version? What about user licenses?
A: Yes, you can install RTG Bills on a network. No, you don't need a special version. No, you don't need user licenses. See Network Installation for instructions.
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| Using RTG Timer without a network |
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Q: Can I use RTG Timer without a network connection?
A: Yes, you can use RTG Timer with or without a network connection to RTG Bills.
RTG Timer needs to know your clients, matters, timekeepers, billing rates, and codes. It can get that information directly from RTG Bills over a network. However, remote users and portable computer users can use RTG Timer without a direct network connection. We call that standalone operation. See RTG Timer: Standalone Operation for instructions.
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| Help system doesn't work |
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Q: I upgraded RTG Bills and now the help system doesn't work. It says I don't have an Internet connection! What happened?
A: Starting with Version 2.17, RTG Bills uses a more modern help system. We were forced to do this because the old system does not work with Windows Vista.
Unfortunately, this newer help system does not work over a network. This is a Microsoft "security feature."
The solution is to install RTG Bills and RTG Timer on the local PC but leave the data on the file server (or the PC that acts as a file server). See Upgrading RTG Bills V2.16 or below on a Network for instructions.
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