Screen is blank when opening and reading a Word Document

Issue

When opening a Word Document to read from FYI, the document opens as blank. 

Cause

The user authentication with Microsoft and SharePoint will need to be refreshed to make sure the correct user is logged in.

Solution

  1. Close all Office apps.
  2. Log out of FYI.
  3. Refresh your browser by pressing Ctrl+F5 on the keyboard.
  4. Open office.com and log in.
  5. Click the App Launcher icon in the top left-hand corner to show all apps.
    2894_Microsoft_Office_App_Launcher.gif
  6. Click the Sharepoint app.
  7. When SharePoint loads, click the User menu in the top right-hand corner.
  8. Sign out and then sign back in.
  9. Open a new browser tab.
  10. Navigate to https://go.fyi.app/ and log in.
  11. Retry reading a document. The file should now be displayed correctly.
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