Genesis Customer Support

We are here to help!

Genesis Support Specialists perform problem resolution activities ranging from end-user assistance to remote diagnostics. Support issues are assessed and classified by severity, then assigned to the appropriate support representatives.

Phone &Email

We may ask for a screenshot that will provide a visual description of the issue. "Alt+PrtScr" captures the screen image, which can then be embedded into an email or pasted into a Word document. We may provide instructions on how to capture sample data for our analysis.

Before contacting Genesis, please make sure the following steps have been taken:

  • Has the manual that is built into the software been consulted by typing F1?
  • Be prepared to provide the following information:
    • Symptoms of the problem
    • When the problems first occurred
    • Can the problem be reproduced?
    • What actions cause it to occur?
    • Are there any unusual circumstances contributing to the problem, such as loss of power?