When configuring Genie for My Health Record, you may find that your HPI-O (Health Professional Identifier - Organisation) is clearing upon entering it into File > Practice Preferences. This may be due to an issue with your e-health (NASH) certificate that you have imported into your PSI store.
To confirm the validity of your e-health certificate, please do the following:
- Upload your HIC Online logs to Genie Support
- Navigate to Help > About Genie (Windows) / Genie Client > About Genie (Mac). Alt/Option + click on the
icon, double-click on the highlighted Client folder, then open the HI folder. Copy the 'response.xml' file and attach this to a new support request using the 
button above. - Contact HPOS on 132 150 and confirm that your e-health certificate is on the public directory. You will need to quote your HPI-O number which can be obtained from your e-Health certificate.