Unable to Access Gentu

Occasionally, you may find there's an issue that is preventing you from logging into or accessing Gentu.

Please see the sections below for addressing these issues.

If you are still having problems or you're not sure what the issue is, please contact gentu@geniesolutions.com.au or call us on 1300 889 362.

Incorrect credentials / forgotten password

Gentu will prevent you from logging in if your email & password credentials are incorrect.

First:

• Remove any auto-filled information from the email and password fields
• Re-type your credentials, carefully double-checking that they are typed correctly
• Ensure that Caps Lock is not switched on
• Try again (no more than one or two times).

If you attempt to log in unsuccessfully five times, your account will be locked automatically. See below for more information. 

Locked account

If you have tried to log in more than five (5) times unsuccessfully, your account will be locked automatically.

When your account becomes locked, you will receive an automated email allowing you to unlock your account.

1. Open the inbox for the email account that you use to log in to Gentu.
2. Find the "Unlock instructions" email from gentu@geniesolutions.com.au.
   
3. Open the email and click the Unlock my account link.
4. The Gentu login screen will open.

You will not be able to log back in to Gentu until you have unlocked your account. Your account will automatically be unlocked after fifteen (15) minutes, or after resetting your password.

After unlocking your account we recommend resetting your password.

Please see the Forgot password article for instructions on resetting your password. 

Issues with Multi-Factor Authentication

If you have configured Multi-Factor Authentication (MFA) on your Gentu account, you will be required to tick "Use a multi-factor authentication token" and to enter the MFA code from your device each time you log in.

(See our Multi-Factor Authentication article for more information.)

If you have lost your MFA device or it is inaccessible, you should use one of the backup MFA codes.

Gentu generates these backup codes for you when you initially configure MFA, and they should be noted down and stored separately to your MFA device. 

Should you not have access to your backup codes either, please contact our support team on gentu@geniesolutions.com.au. 

Scheduled maintenance 

The Gentu team may occasionally perform scheduled maintenance on the Gentu application.

Users will be notified in advance of any upcoming scheduled maintenance via email broadcast. Maintenance can last several hours and is generally done in the evening, outside of normal business hours.

If you attempt to access Gentu while the maintenance window is in progress, you will not be able to log in, and will instead see a page similar to the one below:

Access to Gentu is restricted while maintenance is in progress - please check back soon. 

Maintenance page - outside of scheduled maintenance window

After a scheduled maintenance period, you might find that when you next attempt to log in to Gentu, the maintenance page is still up and you're not able to access the regular login screen.

Or, you might be able to log in just fine, but Gentu is having some odd display issues - such as pages not loading all the way. 

Please see our Reset Browser Cache article for instructions on clearing your browser cache to resolve these issues.  

Accessing Gentu from outside Australia

If you are attempting to access Gentu while travelling outside of Australia, you may find that access to Gentu is restricted.

It is possible to access Gentu internationally - please see our dedicated International Access article for more information, including a list of currently whitelisted and blacklisted countries.

Should you require access to Gentu while travelling overseas:

• Check the International Access article to see if the country is currently on the whitelist or blacklist.
• If the country is not on either list, please email gentu@geniesolutions.com.au to request international access.
• Please advise us of the country or countries you intend to travel to, and your dates of travel.

Please note: Gentu's data is always securely stored in industry best practice data centres located within Australia.  

Gentu.io will not load

If the Gentu.io website is unable to load, there could be a number of reasons why.

To fix this, first clear your browser's history & cache.

If this is not successful then the next step is to determine why Gentu cannot load.

There are a number of things you can check for to begin narrowing down the problem.

Please note that the list below is not exhaustive, and that each scenario may be different. The information here is provided as a general guide only.

You should always take into account your practice's unique network configuration, and seek assistance from a qualified IT support technician before making any changes.

• Try loading another website
  • Attempt to load another website, such as www.geniesolutionssoftware.com.au.
  • If you are not able to load any website, it can indicate a general Internet connectivity problem.
  • Try restarting your router, or contact your network administrator for assistance.
    
    
• Check for scheduled maintenance
  • Gentu performs regular scheduled maintenance, which occurs outside of regular business hours.
  • See the "Scheduled Maintenance" section above for more information.
  • An email broadcast reminder is sent to all Gentu users prior to each outage. Please check your email for the latest outage notification to ensure you are not attempting to access Gentu during an outage.
    
    
• Try a different internet browser
  • Firefox, Chrome and Safari are all examples of browsers used to access Gentu.
  • If your usual browser app isn't loading Gentu.io properly, try downloading or using a different browser.
  • Alternatively, attempt to load Gentu in a private browsing window or incognito window.
  • Please note: we do not recommend using Internet Explorer.
    
    
• Check a coworker's connection
  • If you have coworkers who logs in to the same Gentu database as you, ask them if they are able to access Gentu from their computer.
    
    • If your coworker can access Gentu from their computer, then the problem may be specific to your computer (for example, your computer's firewall settings are restricting access).
    • If your coworker cannot access Gentu from their computer, then the problem may be affecting your whole network (for example, your Internet connection has dropped out).
      
      
• Check your location
  • If you're currently outside of Australia, you may be unable to access Gentu due to geoblocking.
  • Geoblocking is a security measure which prevents network traffic originating in certain countries from accessing Gentu entirely.
  • See our International Access article for more information.
  • Note that using a VPN (Virtual Private Network) or proxy server to browse the Internet can change the apparent origin of your network traffic, which can also trigger Gentu's geoblocking measure. Try disabling your VPN or proxy and try again.
    
    
• Check for unplanned outages
  • In the unlikely event that Gentu is unavailable due to an unplanned outage, an email will be sent to all Gentu users as soon as the Gentu Support team becomes aware of the issue.

If you are unable to access Gentu, please don't hesitate to contact our support team on gentu@geniesolutions.com.au, or call us on 1300 889 362.