Sales - Frequently Asked Questions

What forms of payment do you accept?

We accept Visa, Mastercard, American Express and Discover online. You can also send us a check, money order or purchase order. Checks can be made out to CleanEntries LLC. Our addres and fax number can be found by clicking here to go to our contact page.

What happens after I purchase the software license?

Once you make your purchase or we receive your PO, we will create a license file for you that contains your contact information. This license file will be emailed to you. The license file then needs to be saved to the eDive installation folder to activate the software. Instructions come in that email on where to save the file.

How long does it take to get my license after I purchase?

We usually process licenses that same evening. So you should get your license the same day that you purchase. If we are processing a large number of licenses then your license may be delayed by up to 2-3 days. If you do not receive your license by the 3rd day please contact us and we will make sure we get it to you right away.

If you need your license right away please let us know and we will get it right out to you.

Where do I send payments to?

Our address and phone numbers can be found on the contact page. Click here to go to our contact page.

My license has expired and/or I have not renewed lately. Can I still use the software?

Yes. You can use the software as long as you like without renewing. But without an active maintenance agreement you will not receive any support, you will not be able to download any updates for the software or use the current event rules from the AAU, USD, FINA, NCAA, Masters or NFHS.

There are many teams in my league. Do you offer a league/multi-team discount?

Yes we do. If you have 5 or more teams in your league/organization and they all purchase our software, then we offer a 25% discount on the price of the license for each team in your league. Please use our contact page to send us information about your league and we will be able to give you more details.

My license is up for renewal. Do I have to re-purchase the entire program again?

No you do not have to re-purchase the full program again. There is a renewal fee of $20 for team and championship licenses and $40 for site licenses. You can renew at any time and your maintenance will be extended 12 months from your last renewal date. You have a total of 17 months from your last renewal date (or 5 months after your maintenance expires) to renew your license and avoid the catch-up fee. If you wait longer than 17 months from your last renewal date then you will be subject to the additional catch-up fee. If you are unsure when your maintenance expires you can open eDive and select Help->About. That screen will tell you when your maintenance expires.

What is the additional catch-up fee?

If it has been more than 17 months since you last renewed then you must also pay a $30 catch-up fee. This fee is to bring your very outdated software up to the latest and greatest version of eDive. Along with the normal maintenance renewal fee of $20 (team licenses) or $40 (site licenses), you will also have to pay the catch-up fee of $30. For example, renewing a team license that was last renewed more than 17 months ago would cost you $50 (i.e. $20 maintenance + $30 catch-up).

I have a meet tomorrow and my school forgot to renew. What do I do?

Although we appreciate getting notice in advance we understand that sometimes there are issues. In most situations we can email you a temporary license so that you can at least run your meet. Just click here to contact us and we will email you a temporary updated license so that you can run your meet. Your temporary license will be set to expire a few days after your meet. You should also contact the appropriate people at your school and get them going on renewing your license.

Is there any kind of referral program?

Absolutely! If you refer a team or school that subsequently purchases a license, then you will get your next years’ maintenance renewal for free! If you refer 5 schools then you will get 5 years worth of maintenance added onto your current license. There is no limit to the number of referrals you can get. Just make sure that when the school/team you are referring purchases that they mention your name and team.

I just renewed my license for another 12 months. What happens next?

We will look up the contact information from your original purchase and email the contact person an updated license. They should receive the updated license via email. If they do not receive it after 3 days please contact us immediately.

How do we get our license updated with new contact information?

Email us the new contact information and the team, facility or meet name that the software is licensed to. We will update the license with the new information and email you the updated license. The last contact person will also be emailed to let them know that they are being removed from the license.

Can I purchase a license and run meets for all of the schools in our district?

No. eDive is licensed to teams not individuals. If you have a group of teams in your area that you would like to run meets for, then please contact us and we will explain how licensing works in that situation.

None of your licensing options seem to fit my situation. What do I buy?

Just give us a call and explain your situation. We are flexible enough that we can come up with a solution that will fit your needs and not cost you an arm and a leg.

I purchased the software and it doesn’t work the way I need it to. Can I get a refund?

Even though all sales are final please let us know what you find difficult about the program. We get requests all the time for new features from our customers that we incorporate very regularly into upcoming releases. If something doesn’t work the way you need it to please let us know what your needs are. We will evaluate it and most likely incorporate it into the next release. In fact a lot of the features we currently have are based on customer suggestions. This is truly a customer built program that is designed to work the way you need it to work. It also may be as simple as explaining how to use a feature of the program that you did not know existed. Give us a call and let us make it right.

Is this license only good for one computer?

You can install eDive on as many computers as you need in order to run your meets as long as you don't violate the terms of your license agreemnt.

I am not running the latest version. How do I upgrade?

In order to use the latest version you need to have an active maintenance agreement. If you check the Help->About screen you can see when your maintenance will expire. If that date has not passed yet then please either download the latest patch from our website or open eDIve and select Online->Check for Updates. If your maintenance has expired then you will need to renew your maintenance. Please see the other Sales Questions above for more information about renewing.

How do I get the latest AAU, FINA, USD, NCAA, Masters and NFHS rules?

The latest rules are always included in the current version of the program. If you are not running the current version then you will need to update your software. Please be aware that you need an active maintenance agreement in order to use the latest version of the program.

How do I turn my demo version into the version I paid for?

Once we have received payment for the software we will email you a license file entitled 'License.ini'. Place this file in the directory you installed the program into and your software is unlocked. That's it ! If you have installed it on multiple computers then just copy this same license file to all of those computers to unlock them as well. Please remember you must abide by the terms of the license agreement when copying this license file to other computers. Any violation and your license will be terminated and all necessary actions will be taken to ensure that you destroy all copies of the software and license files.

Support - Frequently Asked Questions

How do I contact support with a question?

The best way to contact support is by using our contact form. You can get to it by clicking the contact link at the bottom of the page. We are also available by phone at 585-317-9445 but that may take a lot longer to get a reply to.

If you have an urgent need please use the contact form and then give us call. When calling please let us know the nature of your issue and what the urgency is. If you call and leave a message we will call yo uback as soon as we can. It helps if you say your name and number twice during the message, once at the beginning and once at the end.

When is support available?

Support is available 7 days a week. We make ourselves available when you need us most which is usually at night and on the weekends when you run your meets. Any time you need help just contact us. If you have a meet coming up and you think you might want help either before, during or after then please let us know ahead of time. We will make sure we are available for you if at all possible.

What kind of support is available?

Support is pretty much whatever you need. We can email you with answers to your questions. We can work through your questions over the phone. If you’re sitting at your computer and need help we can also set up a remote connection and actually demo whatever you need help with right on your own computer. Need help setting up a meet? No problem. We’ll establish a remote connection to your computer and walk you through it until you’re comfortable.

Do you have your meet all set up and ready to go and want us to look at it to see if you missed anything? Not a problem. Just email us your database and whatever questions you may have. We will check out your meet setup and let you know if we see any issues.

What type of hardware and software do I need to run this program ?

This program will run on any computer with an operating system of Windows 7 or higher. It is assumed that you are running with the latest version of that operating system. You should have at least one modern browser installed like Chrome, Firefox or Edge.

Recommended minimum system requirements

  • Windows7
  • 500 MB RAM
  • 30 MB free hard disk space
  • a Modern browser with the latest service pack
  • 1024x768 screen resolution

What can I do with the demo version ?

The demo version of eDive is a fully functional version. It is limited in that it contains only high school rules and will only allow you to run an event with 3 divers in it. The demo version can be converted into a licensed version by copying your license file into the eDive installation directory. The next time you run eDive it will load as a licensed version.

I just installed the software ... now what do I do ?

You are now ready to create your first meet. If you are just "testing the waters" so to speak then try creating a small meet with just a few divers. It's easy and quick to set up and will give you a good idea on how the whole process works. Whether the meet is huge with 100+ divers or a small one with just a few, the process is the same.

You can start by checking out the tip entitled "What is the best process for setting up and running an event".

What is the best process for setting up and running an event ?

How do I create a meet ?

  1. Select from the main menu "Meets" and then "Add/Create a Meet"
  2. Enter a name for the meet in the appropriate field
  3. Select a start and end date for the meet [optional]
  4. You must choose to either "Create a meet based on a Meet Type" or "Create a meet based on an existing meet".

    Create a meet based on a Meet Type:
    When this option is selected you are telling the program that you want to create a meet with a set of events appropriate for the type of meet selected. In the dropdown there is a list of different meet types that can be created. Therefore if you choose a meet type of "JO Zone" then a list of events will be added appropriate for a JO Zone meet. The list of events added are defined under the menu option "Events" / "Default Events".

    When selecting this item you are given 2 options.
    1 - "I will load the events manually"
    If this item is selected then you will have to manually add the events you want to this meet.

    2 - "load a default set of events for this meet type"
    If this item is selected then events will be added as defined under the menu item "Events" / "Default Events".

    Create a meet based on an existing meet:
    When this option is selected you are telling the program that you want to create a meet that is set up exactly like a meet which already exists in the database. The meet you select from the dropdown will be used as a template when creating the new meet.

    When selecting this item you are given 2 options.
    1 - "load the same events that this meet used"
    If this item is selected then the same events that are in the selected meet will be added to the new meet.

    2 - "load a default set of events for the same type of meet"
    If this item is selected then events will be added as defined under the menu item "Events" / "Default Events"
    for a meet that is the same type as the meet selected.

  5. Click the save button and you will get a confirmation message that the meet was created.

How do I add an event or events to a meet ?

  1. An event is added to a meet by selecting "Events" from the main menu and then "Add an Event".
  2. You will be prompted to select the meet which you want to add events to. Select the meet from the list of meets and press "OK" to continue.
  3. You will then be presented with a screen which is composed of 2 lists. The list on the left contains all of the possible events that you may add to a meet. The list on the right contains the events which will be added to your meet. Initially the list on the right will be empty.
  4. To add an event to your meet you simply need to find the event in the list on the left and select it.
  5. Click the button between the two lists which has the arrow pointing to the right. This will add the event to the list on the right.
  6. Continue this process until all of the events which you would like added to your meet are in the list on the right.
  7. Click the save button and the events will be added to the meet selected. If an event you are adding has a name that is the same as an event which already exists in this meet, then you will be prompted to alter the new event name so that it is unique.

    NOTE: To remove an event from the list on the right you will need to select the event and press the button with the arrow on it which points to the left.

I can upload an event to my Colorado but I can't receive scores.

On the run event screen you need to connect to the timer by pressing the "Connect to Timing System" button. Select the option for Colorado, then select the correct COM port and press OK. Detailed instructions on how to do this can be found in our user guide. The COM port you select to use must be the one identified in Device Manager as your active COM port. If you were able to successfully upload an event to the timer then the COM port you used to do that would be the one that you use to receive scores from the timer. If it is not listed in the COM port drop down list on the connect to timing system dialog then it may be locked open by something else. Hy-Teks Meet Manager software will lock a COM port that it is using so please close that program if it is open and try connecting again.

More questions coming soon ...

More questions will be added soon. Please read the eDive user guide for more helpful information.


3795 Deer Meadow Run
Macedon, New York 14502
Phone: 585-317-9445
Fax: 888-909-0942
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