Error when adding Referral

Error - something went wrong. Please try again.

Problem

When attempting to Save a new referral for a patient (or add a referral attachment to an existing referral), the referral will not save successfully, and you may see one or a combination of the following errors:

Cause 

The file name of the referral attachment is the most common cause of this error.

Non-alphanumeric characters in the file name (! @ # $ " % ^ & *) can cause this error to appear.

Solution

Edit the file name outside of Gentu so it no longer contains any non-alphanumeric characters, then attempt to create the referral again.

Access Denied - you do not have permission to access this resource.

Problem

When attempting to Save a new referral for a patient you may see one or a combination of the following errors:

"Not saved - failed to create referral".

"Access denied - do you not have permission to access this resource". 

Cause 

The most common cause of this error is an unexpected non-alphanumeric character or string of characters somewhere in the referring doctor's Address Book record.

Solution

Open the referring doctor's address book and check each field.

Some of the known triggers for this error are:

• Non-alphanumeric characters (! @ # $ " % ^ & *) in the Address lines
• The word "or" typed into any of the Phone Number fields 

If you are not sure what is specifically causing the error, we recommend removing and re-typing the information into each field, then saving the record.

In rare cases, this error may be caused by Gentu's background security layer flagging a word in the record as a security risk.

This usually happens in error, and the Gentu Support team is happy to assist with whitelisting the word or phrase.

Please take a screenshot of the referring doctor's Address Book record (showing all information) and forward it to Gentu Support on gentu@geniesolutions.com.au.