"Error creating document. Oh no, we had a problem creating your document" or "Cannot carry out your request" when creating a document

If you're creating an email or document from a Template, or using Stationery or an Email Signature, the issue may be caused by its configuration.

Solution

Log out of FYI and log in again to refresh your FYI session before checking the Template, Stationery, or Email Signature settings.

1. Click Settings in the top right-hand corner of FYI.
2. Select Logout.
3. Log in again.

If the issue continues, check the Template, Stationery, or Email Signature:

• For Word documents and stationery, check the Template's Filing details section and ensure that Merge Fields is enabled and Merge Names is toggled off.
• For Excel Templates:
  • If using Merge Names, check the Filing details section and ensure that Merge Names is enabled and Merge Fields is toggled off.
  • If using Merge Fields, check the Filing details section and ensure that Merge Fields is enabled and Merge Names is toggled off.

If Merge Fields aren't working correctly, following the troubleshooting steps in Merge Fields in a Word Template or Stationery or Merge Fields in an Email Template or Signature.

If all the Merge Fields are correct, create a new Template, Stationery, or Email Signature and replace the original content.

This issue may occur when the Excel Template contains invalid links.

Solution

Check the Excel Template for invalid links and update the spreadsheet:

1. From Knowledge - Templates, export the spreadsheet from the relevant Template.
2. Open the spreadsheet in Excel desktop and click Enable Editing. If Excel displays the message "We can't update some of the links in your workbook right now", you can continue without updating the values, or correct the invalid links.
3. In Excel, from the Data menu, select Edit Links, then select Check Links.
4. Check for any links that display "Error: Source not found".
5. Correct the link or select Break Links.
6. Save the spreadsheet and, in the Template, use Upload to upload the corrected spreadsheet.

This issue can occur when you try to reply to or forward an email imported in .msg format. Due to Microsoft restrictions, emails imported in .msg format can't be replied to or forwarded.

Solution

Import the email as an .eml file using the following steps:

1. Download the email from Outlook Online as an .eml file using Microsoft's instructions for saving an Outlook message as an .eml file.
2. Import the .eml file to FYI using Drag and Drop or via your FYI - My Imports OneDrive folder.