Two things that might help, not sure what you have tried
1 - Try the different litter alternatives, as identified in this thread:
catgenie/topic2500.html 2 - If possible (currently only with '60' version) use an alternative to sani-solution, such as what people mention in here.
catgenie/topic2747.htmlI have had no problems from the beginning with my two cats using the genie, and I do both of the above, even though don't need to. I purchased some plastic pellets on flea-bay (not the ones specifically advertised for the genie, for stuffing bears I think), and I also use a resetter device, one which I made from the instructable. For sani-solution, mix a 50/50 solution of water and Petzyme and seems to work OK. Lately have noticed some pellets clumping when the hand scoops, not sure why, but might be related to what am using.
On a different note, the same arduino I use for the resetter is used to control an automatic cat food dispenser setup and a motion sensor/servo combination wired up to trigger the genie when motion is detected.