Questions we get asked about

Gemini

Gemini processes files using generation numbers to ensure that files are loaded in a set order. If you receive this error message, you’ll need to raise a technical support request to confirm the expected generation number (if it’s not mentioned in the file response).

Example: If the last file processed in Gemini was with Generation Number xxx1, the next expected Generation number is xxx2. However, if Gemini receives the next file as any other number than xxx2, they will all be rejected and not processed in Gemini.

If you have a bulk number of files to submit, then you’ll need to ensure that the generation numbers are in order, e.g. 1, 2, 3, 4 etc.

Please call our Service Desk on 0845 600 0506, you’ll be required to provide your Gemini log in.

Your account would only have been locked owing to it being inactive for more than 90 days. 

Online Gemini screen users
The Gemini system now utilises federated identity access – this means Gemini users now log in using an SSO approach via their own organisation's username/email and password. As such we will not be able to reset your password – you will need to follow your organisation's internal processes for managing this as you would if you were having password related issues accessing your corporate device or systems. 
If you need further help with your password, please contact your tech support or LSO.

Gemini API users 
For API passwords (the client secret) - the reset for this will be managed through the Gemini Service Desk. The client secret will expire and need resetting every 12 months. An advisory email will be issued in advance of the expiry window and the new client secret will be shared with the organisation's LSO one month before the old secret expires – allowing for this to be updated without any outage.
Ad-hoc changes to the API client secret can be requested via the Service Desk at any time.

Have we answered your query?

NO
YES
Back