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GENESYS Troubleshooting & Support FAQ

How do I contact GENESYS support for technical issues, and what information should I include?

You can contact GENESYS support via email at support@vitechcorp.com or by phone at 540-951-3322.
When emailing, please include the following details to help us assist you faster:

  • A description of the issue

  • Any error messages you’re seeing

  • The action that triggers the error

  • The version of GENESYS you’re using

  • A copy of the GENESYS log file

How do I locate the GENESYS log file on a Windows system?

The GENESYS log file is located at:
C:\ProgramData\Vitech\GENESYS \Logs

Note: This is the ProgramData folder, not Program Files. You may need to enable viewing of hidden folders in Windows Explorer.

What are the default login credentials for a new GENESYS installation?

The default credentials are:

  • Username: Administrator

  • Password: admin

How do I fix the GENESYS license activation error: “Failed Sending your request to the license activation server”?

This error may occur due to network restrictions or firewall settings. The recommended workaround is to use offline activation:

  1. Open your browser and go to: http://localhost:1947/_int_/devices.html

  2. Click the fingerprint icon to download your C2V request file

  3. Email the C2V file and your Product Key to licensing@vitechcorp.com
    Our licensing team will respond with activation instructions.

Why is GENESYS asking to activate my license again after it was already working?

GENESYS may prompt for license activation again if it cannot check out your license. Possible reasons include:

  1. The license is already in use by another open GENESYS window

  2. The license is for a different version or edition (e.g., University edition)

  3. The license service is not running

How can I check my GENESYS license details including version, edition, and activation status?

Open your browser and go to: localhost:1947

  1. In the Sentinel Admin Control Center, navigate to:

  • Features page: View license version, edition, and availability

  • Sessions page: See active license sessions and disconnect if needed

What are the SQL Server prerequisites for installing GENESYS Server?

To ensure a successful GENESYS Server deployment, follow these SQL Server setup guidelines:

  • Use the latest supported version of SQL Server.
    Avoid using SQL Server Express Edition, as it imposes significant hardware limitations that can hinder GENESYS performance.

  • Create a dedicated SQL Server user account with either db_owner or sysadmin permissions.
    This account must be in place before installing GENESYS Server.

  • Default authentication:
    GENESYS Server connects using the NT AUTHORITY\SYSTEM account by default.
    You can change this during installation via the GENESYS Server installer menu.

  • Important installation note:
    If GENESYS Server was installed before setting up the required SQL Server permissions, you must:

  1. Uninstall GENESYS Server

  2. Configure SQL Server correctly

  3. Reinstall GENESYS Server

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