Occasionally, you may find there's an issue that is preventing you from logging into or accessing Gentu.io. There's a few reasons why this might occur:

• Network issues
• Maintenance in progress
• Outdated cache

Please see the sections below for addressing these issues. If you're still having problems or you're not sure what the issue is, please contact gentu@geniesolutions.com.au as a matter of urgency.

Incorrect password or forgotten password

If Gentu says your login credentials are incorrect, the first thing to do is carefully double check your details are entered correctly, ensure your Caps Lock key is off, and try again (no more than one or two times).

If still unsuccessful, you should click the link that says Forgot password?.

In the new screen, enter the email address that you use to login to Gentu, then press Reset my Password.

If the email address you entered is valid; Gentu will send an email to that email address, containing a password reset link. Click on the password reset link within the email and follow the prompts to reset your password.

Once your password is reset, you will be able to log in to Gentu with your new password. 

Locked account

After several unsuccessful login attempts, Gentu will automatically lock your account and prevent further login attempts as a security measure.

If your account becomes locked, Gentu will automatically send an email to the email address you use to login to Gentu, containing an account unlocking link. Click on this link and follow the prompts to regain login access to Gentu.

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 the backup codes either, please contact our support team on gentu@geniesolutions.com.au as a matter of urgency.

Scheduled maintenance

The Gentu team performs regular maintenance on the Gentu application on the third Wednesday of each month from 9 PM AEST (QLD time). Maintenance can last several hours. We notify our users of upcoming scheduled maintenance in the Gentu weekly newsletter for the week prior, and on the day before.  

If you attempt to access Gentu while the maintenance window is in progress, you will not be able to login, 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.

International access

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; please contact gentu@geniesolutions.com.au to request international access from that country. It is recommended that you first check the whitelist and blacklist in the International Access article to check if the country in question is on either list.

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

Gentu.io will not load

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

The best thing to do if you cannot load Gentu.io is to clear your browser's history & cache. Please see the "Maintenance page - outside of scheduled maintenance window" section above for more information on doing so.

If the above 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
  Try loading another website, such as www.geniesolutions.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.
  

  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. If you are currently overseas and would like to access Gentu, please contact Gentu Support on gentu@geniesolutions.com.au with your location details.
  
  In addition to the above, using a VPN (Virtual Private Network) or proxy server to browse the Internet can change the apparent origin of your network traffic (i.e. by changing your apparent IP address). This 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 have unsubscribed yourself from the Gentu mailing list, you will not receive email outage notifications.