Rivya Troubleshooting Guide

Use this troubleshooting guide when Rivya chat, uploads, generation tasks, history, notifications, credits, or billing state does not behave as expected.

When Rivya feels broken, the fastest fix is to decide which layer is actually failing.

Most issues land in one of five places:

• access and sign-in
• model or input mismatch
• async task state
• wallet or payment state
• saved work lookup

That split is much more useful than treating everything like a generic “bug.”

1. Chat Will Not Send

If chat will not actually run, check the simple causes first:

• you may still be on a public landing flow and need to sign in before sending
• the draft message may be empty
• the saved session may have failed to load cleanly

If the problem is session-specific, reopen the conversation from History instead of guessing which path you were on.

If the task is narrow and repetitive, it may also be cleaner to restart from a tool entry instead of continuing in a broad plain-chat thread.

2. A Generation Will Not Start

If image, video, or audio generation fails before it really begins, the usual causes are:

• required prompt content is missing
• a dialogue-style audio form is incomplete
• the selected model requires a reference file and none was provided
• the account does not have enough credits

Right now, insufficient credits can fail the run before the upstream service is ever called. That is why a “nothing happened” feeling can still leave a real failed record and a notification behind.

3. Uploads Fail

Uploads are model-driven, not category-driven.

That means:

• not every model in a category accepts the same reference kinds
• not every model accepts the same number of files
• size and type limits are enforced before the real generation request

If an upload fails, check:

• whether the model supports that file kind at all
• whether you already hit the current reference-file limit
• whether the file type or size violates the current upload rules

If the workflow is audio cleanup or isolation, remember that uploaded-audio paths are structurally different from prompt-first TTS or voice generation.

4. Task Stuck In Progress

Image, video, and audio runs are async tasks in Rivya.

The visible states are:

• WAITING
• GENERATING
• SUCCESS
• FAILED

If a task appears stuck, do not only watch the current page.

Check these surfaces too:

• the active Studio
• History
• Notifications Center
• /dashboard recent generations

Some tasks finish by callback, some by polling or refresh. So “still generating” does not by itself mean “lost.” It often means the task is still waiting for the final upstream result to settle.

5. A Task Failed

Failure in Rivya is usually preserved, not hidden.

A failed task can keep:

• the failed status itself
• an error message
• refund state, when the reserved credits should be reversed
• a generation-failed notification

That means the right next step is usually:

1. read the failure state
2. decide whether the problem was credits, prompt, or input mismatch
3. rerun only after fixing that specific cause

Do not treat every failure like a transient UI issue.

6. Result Seems Gone

Usually the result is not gone. It is just on the wrong surface.

Use History when the question is:

Use Notifications Center when the question is:

The broad rule is:

• chat returns to chat history
• image, video, and audio return to generation history
• billing and credit events often show up most clearly in notifications

7. Payment State Looks Old

If checkout finished but wallet or billing state still looks stale, follow the billing path before assuming the payment was lost.

The current product flow is:

1. complete checkout
2. return through /payment
3. let the product poll and refresh billing or wallet state
4. check /settings/billing or /settings/credits

Notifications can also preserve billing outcomes, so they are worth checking when the account state feels out of sync.

8. Where To Check First

Use this shortcut:

• current Studio: live work in progress
• History: saved outputs and saved conversations
• Notifications Center: operational events that already happened
• /settings/billing: subscription state
• /settings/credits: wallet balance, packs, expiry, and transactions

Most confusion comes from checking the wrong layer first.

Read Next

• Task Lifecycle in Rivya
• Image Workflows in Rivya
• Video Workflows in Rivya
• Audio Workflows in Rivya
• References and Uploads in Rivya
• Credits & Billing in Rivya
• Payment Checkout in Rivya

Troubleshooting Triage Checklist

Choose the first place to check before repeating the same action:

• Chat will not send: check sign-in, session state, model availability, and credit behavior.
• Uploads fail: check file type, size, model support, and whether the task really needs a file.
• Generation is stuck: check task status, provider callbacks, polling, history, and notifications.
• Billing looks stale: check Checkout return, webhook settlement, billing settings, and credits settings.
• Results look missing: check the correct history kind and whether the task actually completed.

Recheck Before Escalating

Escalate only after you can name the account area, task id or payment context, expected result, actual result, and the last visible state. That turns support into diagnosis instead of guesswork.