The cloud adapter is an external process that runs on your Genie Server machine which allows our suite of Advanced Extras products, as well as Medicare Web Services to run.
If your cloud adapter is offline and you attempt to claim through Medicare Web Services, you will receive the following alert.
If you are experiencing issues within Medicare claiming or any Advanced Extras, it is likely that your cloud adapter is not running.
Restart your cloud adapter
As the alert suggests, you should navigate to File > Cloud Adapter > Restart* if you continue to receive this alert when claiming. This will attempt to restart both your HTTP (Web) server and your cloud adapter.
* This menu option is only available for Genie v9.4.6 and above.
If the restart was unsuccessful, you will receive the below alert.
If you receive this alert, please restart your Genie Server application or service as soon as reasonably possible. You will be unable to claim until this is resolved.
Once a restart of the Genie Server has been done, reconnect your clients and try once more to claim. After the restart, if you continue to encounter problems, please submit a request to our support team.
When contacting the support team, we may ask you to send through a zipped folder of your cloud adapter logs. These can be found at the following location:
| Windows: | C:\Genie\CloudAdapter\node-win C:\Genie\CloudAdapter\application\log C:\Genie\Server\Server Database\Logs |
| Mac: | Applications:Genie:CloudAdapter:node-mac Applications:Genie:CloudAdapter:application:log Applications:Genie:Server:Server Database:Logs |
Medicare Online 999
If you are receiving the below error suggesting that your cloud adapter is not currently configured, please submit a request to our support team.
