Did you know that more than 90% of our Genie practices use a Client-Server setup for accessing Genie? That means thousands of practices across Australia rely on a stable network connection in order to access that Genie data.
So when your network goes down, how are you supposed to get on with your day? Read on below to learn what to do when network issues prevent you from accessing your Genie data.
Before you begin
It's important to note that our Installation and Training teams aren't involved with the configuration of your practice's actual network - that's generally carried out by your IT support or network administrator before we come along to set Genie up for you. What this means is that we aren't very well versed in your particular network configuration or the hardware involved, and this makes it difficult for our Support team to troubleshoot network issues for you.
So while we can assist you with accessing your Genie data while your network is down, you should notify your IT support or network administrator as soon as you encounter a network disruption, so that they can work to get you back up and running as soon as possible.
If you're not sure whether your network is the issue, there are a couple of ways to check where the disruption is occurring:
- Try accessing the internet via your web browser. A loss of internet connectivity doesn't necessarily indicate a loss of network connectivity, but it's a good way to confirm how much the disruption is affecting you.
- See if you're the only one affected. If no one in the practice can access Genie or the internet, this is a good indication that your network is down.
- Check your modem/router. Your network hardware handles communication between all the computers in your practice, so it's worth checking to see if any of the lights on your device are indicating a problem.
- Contact your IT support. Depending on your agreement with your IT support or network administrator, getting in touch with them is usually the fastest way to confirm the status of your network.
Once you've determined that it is indeed a network issue, here's a few things you can try to resolve it immediately:
- Check that the router is on and that the appropriate lights/indicators are illuminated. If you don't know what to check here, get in touch with your IT or Internet Service Provider.
- Try 'power cycling' your modem/router. This refers to the process of turning off the device, leaving it switched off for 10-60 seconds, and then turning it back on.
- Are you using Wi-Fi or Ethernet? Wi-Fi is generally not as reliable as Ethernet. Consider switching to Ethernet instead. If you're using Ethernet then ensure that Wi-Fi is turned off on your machines; while it is turned on, it can override the Ethernet connection.
- If you're using Ethernet, ensure that the cords are properly plugged in and not damaged. If you think they may be damaged, try using a cord that you know works and see if this makes a difference.
For more information on troubleshooting connection issues, please refer to our article Network Troubleshooting.
Without an active network connection, it will not be possible for your Clients to connect to your Server where your data is stored. This is not such an issue if you're able to get your network back online immediately, but if there's a delay, you may need to access your data sooner in order to carry on with your day.
This can be done by accessing Genie Solo (Genie Single User) on the server computer. Genie Solo has direct access to your Genie data, and doesn't require a network connection in order to run.
Please note: The information below requires that you have access to your Genie server computer. If your server is remotely hosted or you're not sure how to access it, you will need to contact your IT provider for further advice.
To access Genie Solo, simply quit out of the Genie Server application, then launch Genie Solo via the lamp icon with the black stethoscope . If you can't see this on your desktop, it should be installed in your Genie folder. The default location for this is:
Windows: C:\Genie\Solo Application
Once you launch Genie Solo you will be able to log in as normal. When using Genie Solo, you will be limited to a single user logging in at any given time, and your server may not be in a convenient location for sustained work, but you will be able to print your appointment book, theatre lists, and other information you might need. Hopefully this should suffice until you're able to get back online.
If you do not have Genie Solo installed on your server machine, please contact Genie Support who can assist you with installing this.