Printing in Gentu

This article is a general how-to for printing from Gentu. We've also included some common printing issues and resolutions below.

Printers

Gentu uses your browser to print documents and pages.

There is no need to install a printer or configure its settings in Gentu directly - in fact it is not possible. 

Gentu will print using the printer that you have installed locally to your computer.

• If you wish to change the general settings or configuration of your printer, you can do so via the Settings, Control Panel, or System Preferences area on your computer itself.
  • If you are not comfortable making changes yourself, please speak to your nominated IT Support technician.
  • Gentu Support maybe able to provide general guidance on printer settings but are unable to assist with configuring third party software or hardware.
• Gentu does not have any specific recommendations on compatible printer models. As long as you are using a modern printer from a reputable brand, the printer is already installed on your computer, and you can successfully print to it from another application; then you should be able to print to it from Gentu. 

Print settings

When you print from Gentu, the browser's in-built print dialog box will open and prompt you to enter or change any settings as needed.

• In general it is best to make sure that your paper size is set correctly, and that the scale is set to 100%. 
• When you print Labels, it is necessary to change your printer settings in the print dialog box so that the correct label printer and label paper size are selected. These settings will then need to be changed back the next time you print another document (such as a letter or an invoice). 
• The print dialog box may differ from browser to browser. If you cannot find the setting you're looking for at first glance, look for a More Settings, More Options or Advanced area of the print dialog box.
• Alternatively, to view more settings/options for printing, try using the Print using system dialog or equivalent option, which will open your operating system's print dialog window.

Printing in Safari

Safari version 10.1.2 (and above) changes how Gentu prints from this browser. 

Printing from Gentu in Safari will now require Safari's pop-up blocker setting to be disabled.

Attempting to print while the pop-up blocker is still active will produce an error in Gentu. 

Alternatively, you may receive an error which says something to the effect of "You do not have permission to print this document". 

The steps used to disable pop-up blockers differ in Safari, depending on which version of macOS you use.

You can check your macOS version by clicking the Apple icon in the far top left hand corner of your screen and selecting About This Mac.

                

macOS 10.12 "Sierra" and earlier versions

1. Navigate to Safari > Preferences.
2. Select the Security tab. 
3. Untick the Block pop-up windows checkbox.
   

Close the Preferences window to save the changes.

Once complete, you should now be able to print again in Safari. 

Please note that the printing behaviour is now slightly different: rather than simply display the print dialogue, Gentu will open the document in a new tab before displaying the print dialogue. 

macOS 10.13 "High Sierra" and later versions

1. First, log in to your Gentu.
2. Navigate to Safari > Preferences.
3. Select the Websites tab. 
4. Select the Pop-up Windows panel on the left.
   
5. Find gentu.io under the Currently Open Websites heading.
6. From the drop down menu, select Allow.
7. Close out of the Preferences window to save the changes.

Printing issues

Occasionally you may encounter issues or error messages when printing. We've covered some common issues below.

General printing issues - unable to print

If you are having trouble printing from Gentu, but there are no error messages or other obvious signs of issues, the recommended solution is to reset your browser cache and try again.

You can find instructions for doing so within the Clearing the Browser Cache article.

Please ensure that you are not using Internet Explorer to access Gentu. Internet Explorer is not supported and has several known issues with printing.

Indefinite "Document is being generated" prompt 

When Gentu prints a document, you will usually see a pop up message stating "Your document is being generated - please do not close or leave the page".

Occasionally it might occur that Gentu then becomes stuck in this screen - the print dialog box does not open, and you cannot proceed with printing.

If this occurs and a browser cache reset is not sufficient to fix the issue, the next step is to check for any PDF viewer add-ons or browser extensions that you may have installed.

We recommend disabling any third party PDF viewer extensions.

Please see the links below for instructions on disabling browser extensions:

For Chrome

For Safari

Issues printing quotes or invoices

If you are having specific issues with printing invoices or quotes, please first confirm that you are using a supported browser to access Gentu.

Please note that Internet Explorer is not recommended or supported. Internet Explorer has several known issues with printing, particularly with printing invoices.

We recommend using Chrome or Safari for the optimal Gentu experience.

"Forbidden - you don't have permission to access this resource"

On rare occasions you may see this error appear when attempting to print a document.

The first thing to do is to narrow down whether the error only occurs for a certain document, or a certain patient.

If this error occurs while printing Labels for Patients or Address Book contacts, please check the patient's or contact's record for any unusual, non-alphanumeric characters, e.g. & * ^ @ - ), within the details that print on the label. For example:

• The patient's/contact's first name and surname
• The address
• The patient's referring doctor name
• The phone number - in particular ensure their phone number field does not contain words (e.g. "or", "and")

If you do find any non-alphanumeric characters in the fields which print on the label, please remove them and then attempt to print the label again.

If you are receiving this error when trying to print all documents for all patients, please contact Gentu Support for further assistance on gentu@geniesolutions.com.au. 

Formatting / display issues

If a document does not appear as expected when you print it, it is most likely due to the print settings selected in the print dialog window.

It is recommended that you check the following options:

• Page size - usually A4 when printing documents.
• Scale - should generally be set to 100%.
• "Fit to page" - try enabling and disabling this and testing the print-out.
• Layout / orienation

Please note it is difficult to give specific advice as the settings can vary widely. We recommend that you tweak these settings and use trial and error to see if a resolution can be found.

Something Went Wrong error in Chrome

When attempting to print in Gentu using Google Chrome, you may receive a red 'Something Went Wrong' error and be unable to proceed any further with the print action.

This has been known to occur as the result of the PDF printing settings in Chrome being set to Download instead of Open. To resolve this, please follow the steps listed below:

• In Google Chrome, navigate to Settings > Privacy and Security > Site Settings > Additional content settings > PDF Documents.
• In this window you will presented with two options: Download PDFs or Open PDFs in Chrome

• Ensure Open PDFs in Chrome is selected.
• Once this setting is enabled, return to Gentu and attempt to print again.
• You should then be able to print without the error appearing.

If you need further assistance with printing issues, please contact our support team on gentu@geniesolutions.com.au.