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Subscription FAQ

1. Is the EventID.Net database of events available offline?
2. Even though i  have subscribed, I get a "subscribers only" message when i try to access some information. How do I fix this?
3. Do you sell the contributors' email addresses?
4. How can I send information about an event?
5. If I purchase a subscription will you provide me with all the events that a source can record in the logs? For example, I need to know all the events that can be recorded by PerfProc.
6. I do not have access to a credit card or to PayPal. What other payment options do I have?
7. If I purchase a subscription will I find a solution for all the event ids?
8. Can I share my subscription with my colleagues?
9. Do you offer a group subscription?
10. My organization is listed amongst the ones that purchase a subscription. How can I get a login account?
11. Will you provide support for a particular problem that I'm having?
12. I need to get more information about the subscription. Who can I contact?
13. Can I get a trial subscription in order to see if I want to purchase it?
14. I tried to purchase a subscription by my credit card was declined. Why?
15. I tried to retrieve the password but I get no email.
16. I tried to login but I get an error message saying "There is no such account".  I know that I subscribed to www.eventid.net so how can I login?
17. How do I renew my subscription?
18. If I purchase a subscription will I be able to download all the events in your database?
19. How do I cancel my subscription?
20. How do I get a copy of my invoice/receipt?
21. How do I cancel the subscription auto-renewal without cancelling the www.eventid.net subscription itself?
22. Can I purchase a subscription without auto-renewal?
23. How do I remove my www.eventid.net account?
23. I am subscriber. How do I get my EventReader free license?


Q 1: Is the EventID.Net database of events available offline?
A: No. The information is only available online.

Q 2: Even though i have subscribed, I get a "subscribers only" message when i try to access some information. How do I fix this?
A: If this is happening for just one particular event, try to refresh the page, especially if you have just logged in. If you get this message for all the subscribers-only articles, please verify that you have cookies enabled in your browser. We use session cookies to keep track of the login status.

Q 3: Do you sell the contributors' email addresses?
A: We do not sell or otherwise make available the email addresses of the contributors or subscribers to 3rd parties.

Q 4: How can I send information about an event?
A: When you search for a certain event id and source combination and the event is not in our database, you will see the following message:

No information found. If you have additional information about this event please send it to us.
The submitted events will be forwarded to our enginners for analysis.
We recommend however, that you first check the EventID.Net Processing Queue to see if the event was already submitted by another contributor.

By following the "sent it to us" link, you are taken to a screen where you can send the information.

If the event id / source combination does exist in our database, you will see a hyperlink saying "Send comments" that will take you to a screen where you can add your comments about that particular event

Q 5. If I purchase a subscription will you provide me with all the events that a source can record in the logs? For example, I need to know all the events that can be recorded by PerfProc.
A. We do not provide such list. However, as a subscriber, you can download our event log message file parser, a small utility that can be run on a computer and access the message file for a certain source (see Event Source, the bottom paragraph about this utility).

Q 6. I do not have access to a credit card or to PayPal. What other payment options do I have?
A. The following links provide more payment options. Please select the corresponding type of subscription (for personal or corporate use):
- For a 1 Year Subscription for Private Customers (USD 29.00) without auto-renewal, please use https://www.bluesnap.com/jsp/buynow.jsp?contractId=1955986
- For a 1 Year Subscription for Corporate Customers (USD 49.00) without auto-renewal, please use https://www.bluesnap.com/jsp/buynow.jsp?contractId=2920536

Q 7. If I purchase a subscription will I find a solution for all the event ids?
A. No. Virtually, there could be hundreds of thousands of different event ids and it is not possible to cover them all. Some of them are quite specific to particular environments and are not that popular in order for us to test in our labs or to otherwise find a solution.

Q 8. Can I share my subscription with my colleagues?
A. There are different types of subscriptions. Some can be shared within one physical location (the 1 Year EventID.Net Corporate Customer) while others are limited to individuals and they cannot be shared. See the subscription page for more details.

Q 9. Do you offer a group subscription?
A. We offer a corporate client subscription for common use from a single physical location. See the subscription page for more details.

Q 10. My organization is listed amongst the ones that purchased a subscription. How can I get a login account?
A. Please contact your local network administrator or IT manager and inquire about the status of the subscription. Just the fact that your organization is listed as having a subscription does not imply that every employee is qualified for a subscription.

Q 11. Will you provide support for a particular problem that I'm having?
A. In most cases, whatever is listed on our web site for that event, that is as much as we have about that event. You can send us an email but there is no guarantee that we will be able to help you.

Q 12. I need to get more information about the subscription. Who can I contact?
A. For any questions, comments or suggestions please email us to sales@altairtech.ca.

Q 13. Can I get a trial subscription in order to see if I want to purchase it?
A. No, we do not offer trial subscriptions. We consider that a one year subscription, priced at $29.00 is a reasonable way of trying this service.

Q 14. I tried to purchase a subscription by my credit card was declined. Why?
A. Please see the Sales FAQ (no. 8)

Q 15. I tried to retrieve the password but I get no email.
A. When you select the option to receive your password by email, the password is sent right away. If you do not receive it in 1-2 minutes, it must be a problem delivering emails from mailer@eventid.net to your email address. Common reasons:

  • anti-spam software - please make sure that mailer@eventid.net is allowed to send you emails or verify you spam folder
  • your mailbox is unavailable (server down, mailbox full, other type of restrictions)
  • network connectivity problems between our email server and your email server
  • If you do not receive the password and none of the conditions above applies to you, please send an email to support@altairtech.ca with your subscription email address and an alternate way of contacting you (other email, phone, etc...). We will attempt to validate that you are indeed the owner of the account and send you the password. Please note that we do not send your login information to another email address without additional verification that the email belongs to the subscriber.
  • Q 16. I tried to login but I get an error message saying "There is no such account".  I know that I subscribed to www.eventid.net so how can I login?
    A. If you receive this message please verify the following:
    - the email address is spelled properly (this is the case for most situations)
    - you are using the right email address
    It is also possible that your subscription has expired and the account was removed. Send an email to support@altairtech.ca to verify if this is the case.

    Q 17 How do I renew my subscription?
    A. You can renew the subscription by following one of the links to purchase a new subscription. During the purchase specify the same email address as the one currently used for the subscription. The existing subscription will be extended and the same login information will be used to login to www.eventid.net. If the current subscription is not expired, it will be extended from the current expiration date. If it is expired, it will be extended from the current date.

    Q 18 If I purchase a subscription will I be able to download all the events in your database?
    A. No, the subscription only provides the ability to search for solutions for a certain event id/event source combination.

    Q 19 How do I cancel my subscription?
    A: For subscriptions purchased via Plimus (currently BlueSnap) please visit BlueSnap's Customer Support page and select Billing issues, Cancel subscription. Cancelling the Plimus/BlueSnap subscription will not affect the actual www.eventid.net account, but it will stop any renewal payments.

    Q 20 How do I get a copy of my invoice/receipt?
    A: Visit our payment processor Customer Support website and select Billing issues, Receipt/Invoice

    Q 21 How do I cancel the subscription auto-renewal without cancelling the www.eventid.net subscription itself?
    A: For subscriptions purchased via Plimus/BlueSnap, please visit BlueSnap's Customer Support page and select Billing issues, Cancel subscription. Cancelling the subscription there will not affect the actual www.eventid.net account, but it will stop any renewal payments.

    Q 22 Can I purchase a subscription without auto-renewal?
    A: Please select the corresponding type of subscription (for personal or corporate use):
    - For a 1 Year Subscription for Private Customers (USD 29.00) without auto-renewal, please use https://www.bluesnap.com/jsp/buynow.jsp?contractId=1955986
    - For a 1 Year Subscription for Corporate Customers (USD 49.00) without auto-renewal, please use https://www.bluesnap.com/jsp/buynow.jsp?contractId=2920536

    Q 23 How do I delete my www.eventid.net account?
    A: Please email us at support@altairtech.ca and specify the email address used for the login and we will send you further instructions.

    Q 24 I am a subscriber. How do I get my free EventReaded license?
    A: On the EventReader home page, please follow the Retrieve License link. You need to be logged in in order to retrieve the license key.

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