Technical FAQs

You might receive this error when trying to launch Genie Server or Solo applications on your server machine.

This error occurs because another application is already accessing the database. This might be because you are launching Solo while Server is running (or vice versa), or because your Genie Server application is running as a service. Only one application can access the Genie Database at a time, so it is not possible for Solo and Server to be running at once. To correct this issue, locate the application currently accessing the database, quit and then launch your desired application. If your Server application is running as a service, then the service will need to be stopped. 

Please Note: If the application currently accessing the database is Genie Server, please ensure that no users are logged into Client at the time of quitting. Once the Genie Server is quit, all users will be kicked out and no users will be able to log on until the Server application is restarted.

We understand that Genie is not the only tool you use for managing your busy practice. There are other programs that integrate with Genie or can be used with Genie to make your processes easier. Below is a list of the applications our Support team receives common questions about. If you can't see your application on the list below, please contact our Support Team to discuss.

Tyro

Tyro currently integrates with Genie for your payments. For more information on Tyro and Genie, please review our Using Tyro with Genie article.

HICAPs

HICAPs does not integrate with Genie in any instance. If you are using or considering using HICAPs, please contact HICAPs directly to see how this fits in with your current processes. 

XERO

Xero does not currently integrate with Genie

MYOB

MYOB does not currently integrate with Genie

Fetch

Fetch does not integrate directly with Genie. However, it is possible to import results into the Genie software. For more information on how this works, please refer to our Importing Diagnostic Reports article.

Medical Objects/ Healthlink/ Argus

Medical Object, Healthlink and Argus all have their own applications to manage your referrals and correspondence. These applications do not directly integrate with the Genie software, however it is still possible to import files from these carriers directly into Genie. For more information on third party carriers and how they integrate with Genie, please refer to our Configuring Electronic Correspondence article.

DICOM

DICOM does not integrate with Genie

Dragon and other dictation software

Dragon and other dictation software does not integrate directly with Genie. However, we are aware that multiple sites do include these applications in their day to day processes. For more information on how these applications may work for you, please contact your IT or chosen dictation software provider directly. You may also find our Community helpful, to see how other sites are using dictation and Genie together.

eFax and other electronic fax programs

Genie does not integrate directly with any electronic faxing applications. However, there are multiple electronic faxing applications available as well as processes such as print to fax. If you would like to fax from Genie, please discuss with your IT or chosen electronic fax provider, who should be able to assist.

Occasionally you might get a prompt when you log in to Genie alerting you to pay your Genie invoice. If you know you've already paid your invoice, simply head to Special> Update Genie Registration and click Register. This should update your registration dates. If you go to Update Genie Registration again, you should see that the Expiry Date has updated. If this does not update and you have paid your invoice, please contact Genie Support who will be happy to look into this for you. 

For more information on your Genie Registration, please refer to our Licenses and Registrations article.

For a scanner to work with the Genie software it must meet the following requirements:

• Fully TWAIN compliant scanner driver
• Up to 40 pages per minute (simplex), 20 pages per minute duplex
• Resolution 150 - 1200 dpi
• Recommended file size 30Kb – 100Kb per page
• Feeder Holds 50 sheets, A5 & A4 size, Duplex and colour capable
• USB or network connection (where supported)

A scanner may not work with Genie if the scanner software changes or is not TWAIN compliant. In the event that the scanner is not accessible from within Genie, the recommendation is to scan outside of Genie and batch process the scanned documents. Please refer to the batch processing section of the Scanning article for detail on this process.

Genie Solutions does not provide a list of scanners that work with the Genie software. This is because we are not able to test all scanners in all environments, and other factors on your machines may affect the way this works.

If you've tried to log into Genie Client and got an error that says "The connection for this process has been disrupted or the connection can't be established" it means that Genie Client can't connect to the Genie Server.

If you click continue through this error you will get a Welcome to 4D window. 

First, check the Available tab for your server. If you can see it here select the server and choose OK. If this tab is blank, it means your Genie Client can't see your Genie Server. 

If there are no available servers, check that the other Clients also can't connect. If everyone is experiencing this same issue, check that the Genie Server application is running on the server computer. If not, start it up. If it is, and no one can log on, try quitting and restarting the server application.

If the above steps don't resolve your issue, please refer to our Network Troubleshooting article for more suggestions, or contact Genie Support who will be happy to assist. 

The following ports are required to be open on your firewall or router to allow Genie to receive software updates, send and receive SMS appointment reminders, diagnostic reports and to transact with Medicare Online claiming.

• Port 21
• Port 443
• Port 80
• Port 2002

If you are unsure if the above ports are open to allow outbound traffic to our web server, click on the link to each of the ports above. If the port is open you will see a page with the words 'Your network allows you to use this port'. If unsuccessful no page will be displayed or a page not found error may be displayed. An unsuccessful attempt confirms that you have firewall rules or packet filtering in place which needs to be adjusted for the above ports.

If you have firewall software running on your internal network you will need to ensure that exceptions are made as follows to allow Genie Client/Server connections:

TCP and UDP exceptions:

• Port 19812
• Port 19813
• Port 19814

If any modifications have been made via Edit > Database Settings in the Genie Server application, the above port numbers may be different.

Please liaise with your IT support representative or network administrator for further assistance with firewall port configuration. Genie Solutions is unable to assist with network or firewall configuration.

Occasionally you may launch Genie only to be greeted by the User Identification window shown below:

There are a few possible causes and solutions for this problem. For more information, please refer to our User Identification Window article. 

Some anti-virus programs see the Genie application as a threat and will therefore try to shut it down. This may present in errors or the application disappearing completely. To ensure that Genie and your antivirus can co-exist, you will need to ensure that Genie is whitelisted within your antivirus software. This is not something that Genie Support is able to assist with. If you are unsure how to proceed with these adjustments, please contact your IT representatives.

If this does not resolve your issue, please contact Genie Support who will be happy to help. 

If Genie is crashing after periods of inactivity this may be indicative of your computer's sleep and/or power saving settings. These settings will be dependent on the operating system of the computer you are using but can be checked using the following instructions:

Mac

You can review these settings by navigating to System Preferences > Energy Saver. While the settings may vary between Mac operating systems, please ensure the following settings are specified (if available):

Primarily, ensure the 'Prevent computer from sleeping automatically when the display is off' setting is ticked, and the 'Put hard disks to sleep when possible' is unticked. 

Apple computers also have an option for applications to be put to sleep by the computer when it thinks they are not in use. This feature can result in Genie Client being disconnected and should be disabled to prevent this. To check this setting follow the below instructions:

1. Open a Finder window.

2. Select Applications > Genie

3. Right click on the Genie Client Application and choose 'Get Info'.

4. Select the tickbox 'Prevent App Nap'.  Save out of this window.

Windows 7/Windows 8

You can review these settings by navigating to Control Panel > Hardware & Sound > Power Options > Edit Plan Settings. In this window, ensure the 'Put the computer to sleep' setting is specified as 'Never'. 

Windows 10

You can review these settings by navigating to Settings > Power & Sleep. In this window, ensure the Sleep settings are specified as 'Never'. Additionally, ensure the 'On battery power, stay connected to network while asleep' is ticked. 

The simple answer is yes, you can use Genie on Wifi, however it may impact on the stability of your connection from Client to the Server. 

Genie is a network intensive application that requires a stable and fast network connection between the Genie Server and Genie Client machines. Wireless (Wi-Fi) networks by their very nature are prone to fluctuation in connection due to the signal strength and traffic on the network.  An Ethernet connection means that the computer is physically connected by an Ethernet cable to the network and as such eliminates the common network connection issues that can be found when utilising Wi-Fi.  Due to this it is our recommendation that you access Genie via a wired Ethernet connection.

For more information, please refer to our Wi-fi vs Ethernet article. 

No, you can't use hotspot to connect Genie Client to the Server. The reason for this is that both machines need to be on the same network to connect. While it is possible for them both to be hooked up to your phone's hotspot there are multiple factors that could then play havoc with your connection. For this reason, it is not a viable option to use hotspot to connect to Genie. 

Technically, it is possible for Genie Client and Genie Server to run on the same machine but we do not recommend it. This is because the machine your Genie Server is on will also hold your datafile which is essential to the functionality of your practice. If Genie Client is being used on the same machine as the datafile, there is a lot of scope for things to go wrong and for your datafile to be damaged.

It is not advisable to have more than one Genie Server application and database on the same machine. This is simply because of the scope for something to go wrong. It may be as simple as connecting your Clients to the wrong Server, or something worse like an unwanted update to a Server Application and datafile. For this reason, we do not recommend having more than one Genie Server Application and database on the same server machine. 

Genie Support is here to assist you with any enquiries or problems that you may have. However, we are not available to perform Genie updates remotely. This is for a range of reasons:

• Lack of access to all machines
• Unable to guarantee we will be available at the time you require the update to be run
• We can't guarantee how long the update will take
• We do not have access to all passwords that are often needed when making changes to programs on your computer
• We cannot be responsible for ensuring that all machines in the practice meet our hardware or operating system requirements
• We are not aware of individual practice environments that can be quite unique
• We are unable to make any changes to antivirus software which may require adjustments after an update
• We are unable to review or adjust router settings to ensure ports are open
• If something goes wrong with an update, it can be very difficult and time consuming to try to correct remotely. Instead, it is often much easier to investigate and resolve by someone who is on site.

We are, however, available to assist if you run into any issues during the update process. If an issues pop up, please contact our Support Team who would be happy to help.

If you are not comfortable performing the update yourself, and IT are not available to perform this, then our Trainers would be happy to assist. If you would like to organise for a trainer to come onsite to perform your update, please request an onsite visit and one of our trainers will be in touch to discuss needs and cost.