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Below are answers to some frequently asked questions
regarding the operation of a 2Verify account. To view the answer of a given question
below, simply click on the provided link. If you question is not answered below, or
if your problem is not fixed by the information given, you may also contact 2Verify technical
support.
What is the email address of my cell phone/pager?
I have a Monitor that is not telling me that an error occurred, even
though I know that there are in fact problems with the server. How can I fix
this?
I have Alarm Contacts configured for my account, but they're not receiving
Alarms when errors have occurred. How can I fix this?
I have a Monitor for which I receive Alarms when no errors
are actually present. How can I fix this?
Certain members of my staff, whom I would like to receive Alarms,
are not on call 24 hours a day. Therefore, I don't want them to be sent
Alarms when they are not on call. How can I configure 2Verify to accommodate
this?
I'm receiving Alarms when a server is having problems, but
I'm not being notified once the error has been fixed. How can I configure 2Verify to let me
know when a server error has been corrected?
By signing-up for the free trial, am I obligated to stay for the paid
service?
How can I end the free trial before the paid service begins?
How can I cancel my 2Verify account?
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What is the email address of my cell phone/pager?
Most cell phone and pager services now assign email addresses to their devices so that they can
receive email. Click here to view help information for determining the email of your cell
phone or pager.
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I have a Monitor that is not telling me that an error
occurred, even though I know that there are in fact problems with the server. How can I fix
this?
There are a few reasons why this could occur:
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The testing interval is too high for your needs. The test interval for a Monitor is the time that is to pass between
each test. That means that if the test interval for a Monitor is set to 15 minutes, and an
error begins one minute after a given test, the error won't be detected for another 14 minutes.
If it is critical that you respond to server errors faster than this, there are lower test intervals
available than 15 minutes, going as low as having tests performed every minute. You can change
the test interval for a Monitor by finding the given Monitor on the main "Monitors" page,
and clicking on its "View/Edit" button.
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The response time is set too high. The response time for a Monitor is the time after which a test is
initiated and before the server can come back with a proper response in order for the test to
be considered passed. If the server is slowing down, because of a bottleneck or other
issue, but has not stopped responding. If the response time for the Monitor is relatively
high, say 10 seconds, and the actual response time of the server is below that with the error,
the error will not be detected. If you suspect that this is the case, you can go into the
"View/Edit" page for the given Monitor and update its response time with a lower
setting.
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The hostname/IP address of the server is incorrect. If neither of the two above possibilities turn out to be
true, another possibility is that the hostname/IP address of the Monitor could be incorrect.
If you suspect that this could be the case, you can verify the Monitor's hostname/IP address by
going into the given Monitor's "View/Edit" page, as well as make any required updates if
it is incorrect.
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I have Alarms configured for my account, but
they're not sending out Alarms when errors have occurred. How can I fix
this?
If you are not sure whether or not the Monitor is detecting the errors, please also refer
to the help information located here. However, if the
Monitor is detecting errors but is simply not sending out Alarms, there are multiple
reasons why this could be occurring:
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The Alarm Contact is not associated with the
Monitor. In order for an error message for a
Monitor to be sent to a given Alarm, the Alarm Contact must be associated with
that Monitor. You can verify that the Alarm Contact is associated with the Monitor
by finding the Monitor in the list on the main "Monitors" page and clicking
on its "View/Edit" button. On the "View/Edit" page that then
comes up, you will see a list of the Alarm Contacts for your account in a table below the
Monitor settings. All Alarm Contacts that are already associated with this account
will have a check in the box next to them. If the Alarm Contact that you would like
to receive error messages for this Monitor is not checked, check the box for it and click
on the "Update Monitor Settings" button.
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The email address of the Alarm Contact is
incorrect. If a Alarm Contact's email address (that
which is the intended cell phone/pager for receiving error messages) is incorrect, the error
messages for that Alarm Contact will not be sent properly. You can test the email address
for a given Alarm Contact by sending a message to it by standard email, with a message such
as "testing". If the message goes through, then there is not a problem with
the Alarm Contact's email address. However, if the test message does not go through,
you should refer to the help
information on determining your cell phone's/pager's email address by clicking here.
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There is a wait setting set for the Alarm Contact that is
preventing it from receiving errors before they are resolved. For every Alarm Contact, there is a "Wait After Error"
setting that, when set, results in a waiting period after an error is first found and before
this Alarm Contact will receive error messages. If the period stated here is "45
minutes" for example, and a given error is resolved within 10 minutes of being found,
this Alarm Contact will not have received a message for this error. If you would like,
you can eliminate or reduce the "Wait After Error" setting by selecting the new
setting ("0" if preferred) and clicking on the "Update Alarm Contact
Settings" button.
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I have a Monitor for which I receive Alarms
when no errors are actually present. How can I fix this?
There are a few reasons why you could be receiving false Alarms:
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The response time is set too low. The response time for a Monitor is the time after which
a test is initiated and before the server can come back with a proper response in
order for the test to be considered passed. If under normal conditions (when
there is no error) the server does not respond within the given Monitor's response
time, an error will be declared although one does not in fact exist. If you
believe that this could be the case, you can increase the response time for the
Monitor within its "View/Edit" page.
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The hostname/IP address of the server is
incorrect. It is possible that the hostname/IP address of the
Monitor could be incorrect. If you suspect that this could be the case,
you can verify the Monitor's hostname/IP address by going into the given Monitor's
"View/Edit" page, as well as make any required updates if it is
incorrect.
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Another Monitor property is incorrect. If neither of the solutions above fix the problem, it is
also possible that another Monitor property is set incorrectly, such as a match string
or mail server login or other settings. If you believe that this could be the
case, please refer to the properties of the specific Monitor type and verify that they
are appropriate for the given server.
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Certain members of my staff, whom I would like to
receive Alarms, are not on call 24 hours a day. Therefore, I don't
want them to be sent Alarms when they are not on call. How can I configure
2Verify to accommodate this?
You can configure Alarm Contacts to only send out error messages during certain hours of
the day. You can set this up by going into the given Alarm Contact's
"View/Edit" page. There are two fields that, in conjunction with one
another, allow you to restrict the hours of the day in which Alarm Contacts will receive Alarms
messages: the "From Hour" and "To Hour" drop-down menus. When
the values in these fields are not the same, error messages will only be sent between the
hours stated in these fields.
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I'm receiving Alarms when a server is
having problems, but I'm not being notified once the error has been fixed. How can
I configure 2Verify to let me know when a server error has been corrected?
You can fix this by going into the "View/Edit" page for the given
Alarm Contact. Once there, check the "Send Ok Message" box and click on the
"Update Alarm Contact Settings" button.
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By signing-up for the free trial, am I obligated to stay for the paid
service?
You are not obligated to pay by using the free trial. You will only be
billed if you keep your account active past the end of the free trial
period. The billing information that you enter upon registering for the
free trial is only charged if you stay beyond the free trial.
You can cancel your free trial at any time. Click here for
instructions on how to delete your account.
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How can I end the free trial before the paid service begins?
If you would like to discontinue your 2Verify service before the end of the free trial (and avoid
paying for the non-trial service), you simply need to cancel/delete your account. Click here for
instructions on how to delete your account.
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