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Posted by Simon Gough on 14 May 2019 03:01 PM

The Ticketing Section of this site is no longer used. Please do not create tickets on this site.

Please go to to create your support ticket.

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Transfer to new instance of Support System
Posted by Stephen Barnard on 03 April 2019 01:37 PM

We have now moved all Support services over to the new system.

To view your Open Tickets (and New Tickets, going forward), you will need to recreate your account and log in to the new support site :

All new replies to existing Tickets will be fed into the new system, resulting in new Ticket numbers.

The old support site will remain up for the now, to allow us to refer back to previous threads.  It will eventually be taken down, as we de-commision the server.

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Updates to our Support System
Posted by Stephen Barnard on 25 February 2019 10:22 AM

We are in the process of moving our Ticketing System to an updated instance of the same software.

Synbiosis Support is the first email queue to be moved over, with the others to follow.

Unfortunately, we have not been able to transfer the existing database or users and tickets.

This will have several implications :

1 : All Users will likely get a new "Thank you for registering" email, even though you may have had one before.

2 : Users will need to create new accounts, because account details/avatar images have not been ported over to the new version.

3 : Tickets already in progress will be merged into the new system and be given new ticket numbers.  We are doing our best to connect the old ticket number to the new ticket number in our records, to avoid confusion.

4 : Previous tickets will not be accessible from the new instance.  We intend to keep the old instance running for the foreseeable future, so we can refer back to it as required.

If you notice any problems with the new instance (missing logos, etc) please let us know!

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GeneSys v1.6.5 released
Posted by Simon Gough on 26 November 2018 03:54 PM

We are pleased to announce that the latest version of GeneSys (v1.6.5) has been released.

Some of the changes are:

- Added new lens option (F0.8)

- Added option to view sizing in inches

- Minor bug fixes

You can download the software updater from  here

Please disconnect the camera USB cable from the PC before installing the updated software.

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In the past 24 hours it has come to our attention that Kaspersky Endpoint Security 10/11 may cause camera connection issues with the Synoptics FlexCam models of camera that are used in the Syngene GBox F3, InGenius3 and UGenius3.

GeneSys will display the "connecting to camera" icon and stay that way indefinately.

Kaspersky has a "Block access to video capturing devices" function which can block these cameras.

To disable this function :

Open the Kaspersky Security Dialog by clicking on the "K" icon in the Windows Notification area of the taskbar.

In KES 10, select the Settings tab.  In KES 11, select "Protection Components", then "Application Control".

In KES 10, Select "Endpoint Control", then "Application Privilege Control", then "Applications".  In KES 11, Select "Essential Threat Protection", then select "Firewall", then "Application Rules".

In either package, scroll down to find "Low Restricted".  Right click on "Low Restricted" and select "Group rules".

Select the "Rights" tab.  Scroll down to "Suspicious system modifications" and set "Access to video capturing devices" to "allow".

Press "ok" to return to the main screen and press save.

Restart your image capture software and the camera should function as normal.

We have no reports of other AntiVirus packages causing any problems, but they may have similar features.

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