The FYI Add-ins may occasionally encounter issues when integrating with the Microsoft desktop applications of Word, Excel and Outlook.
The typical symptom is where users are unable to log in to FYI Add-ins in desktop apps for Outlook or Office, whereas online versions of Outlook and Office for the same user work correctly.
Issue
This article is useful if you are having an issue with the FYI Office or Outlook Add-in on your desktop computer for example, scenarios such as Error "Trouble Loading FYI" (refer below to Error "Trouble Loading FYI").
However, if you're experiencing any of the issues in the list below, or have unique setup environments, please click on the appropriate link for more information:
- If your issue is specifically related to the error, refer to the FAQ Error "This Add-in could not be started. Close this dialog to ignore the problem or click “Restart” to try again.."
- If you are configuring the FYI Add-ins in a large practice, refer to Issues Configuring FYI for Enterprise Practices.
- If you are running a Remote Desktop or a Terminal Server, refer to FYI Add-in for Office or Outlook not loading or failing to login - Remote Desktop or Terminal Server.
Resolution Steps
Check Minimum Requirements and check Outlook and Office Updates are installed
- Always make sure you are using the correct version of Microsoft 365.
- Always make sure that you have the latest Outlook and Office updates installed. This may be an issue if you have auto-updates of Office turned off.
Refer to Prerequisites for using FYI in your Practice for information on Prerequisites and supported environments.
Check FYI's Integration using Office Online
To check that FYI is correctly integrated with Office online, check you can use the online version of Office from FYI.
- Open https://office.com
- Open Outlook.
- Select an email.
- Check if the FYI Add-in loads. Refer to Displaying the Drawer in FYI, Outlook and Office.
Try opening Outlook on your computer, and log in to FYI from the FYI Drawer. If the issue remains, continue following the steps below to troubleshoot the issue.
Check FYI's Integration using Office Desktop
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Check the version of Office that is installed on the desktop.
- If it is an older version (2016 or before) the latest version should be installed with automatic updates applied. Users may be restricted when working within a remote desktop environment.
- Close all Microsoft Office desktop applications, including Outlook.
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Open Word and check the correct user is logged in the top right-hand corner of Word.
- If not the same user account of FYI, then click the name that displays and use the Word options to log in with the correct user.
- Create a new document using the standard Word features.
- Check for the FYI Add-in. Depending on your Outlook version, this will either be in the Ribbon bar, at the top of the email near the Reply/Reply All/Forward buttons, or under the More Actions menu, accessed by clicking the three dots (...)
If you do not see the FYI Add-in, then add it from Insert - Get Add-ins on the Word ribbon menu. Refer to Adding FYI Add-ins as a User from within Office and Outlook. - Click the FYI Add-in to open the FYI Drawer and click on the login button.
- If a message displays "Login successful, please close this popup" then use the X in the top right-hand corner of the message window.
If you were able to log in successfully, then follow similar steps for the Outlook desktop:
- Open the Outlook Desktop app.
- Click the Home tab on the ribbon.
- Click the FYI Add-in. Depending on your Outlook version, this will either be in the Ribbon bar, at the top of the email near the Reply/Reply All/Forward buttons, or under the More Actions menu, accessed by clicking the three dots (...)
- Check you can log in successfully within Outlook.
Try opening Outlook on your computer, and log in to FYI from the FYI Drawer. If the issue remains, continue following the steps below to troubleshoot the issue.
Connect to a different network
Try changing to a different internet provider, if possible. You can tether to a smartphone or personal hotspot, or use another internet connection if available.
Try opening Outlook on your computer, and log in to FYI from the FYI Drawer. If the issue remains, continue following the steps below to troubleshoot the issue.
Repair the Office apps
You can try repairing the Office apps using the Microsoft repair process. Refer to the Microsoft article Repair an Office application.
Clear Office Cache
If your FYI Add-in remains on "Loading FYI" or on a blank screen, you may need to clear your Office cache.
Microsoft offers details on how to clear the cache for both Outlook and Office. Refer to the Microsoft article Clear the Office cache.
Virus Protection
If virus or firewall protections exist that are beyond the standard Microsoft utility settings, temporarily disable the 3rd party virus protection for the current user only.
Try opening Outlook on your computer, and log in to FYI from the FYI Drawer.
Note: If disabling the virus protection solves the issue, please contact the FYI support team for assistance with configuring the protection without compromising the overall security of the practice.
Check if using Multi-factor Authentication
If using a Multi-factor authentication, there's a possibility that it may be affecting the ability for the Add-in to open. Temporarily disabling MFA will allow you to confirm if the issue is related to the authentication method. Contact your IT admin directly to investigate further.
For more information on MFA refer to Can Multi-factor Authentication be configured for FYI users?
Consider using Microsoft Edge
If you do not currently use Microsoft Edge, consider swapping to the Microsoft Edge browser so the FYI Add-in uses Microsoft Edge WebView2 to render documents.
- Confirm that your operating system is up-to-date (as per an earlier step in this guide). You may need your IT department or consultant to assist with this.
- Ensure that Microsoft Edge WebView2 shows in Programs and Features.
Once complete, try opening Outlook on your computer, and log in to FYI from the FYI Drawer. If the issue remains, follow the steps in Troubleshooting.
Check your User Status in FYI
The first step is to check your Status in FYI to make sure there are no known issues with your environment.
Open a browser to check the user's FYI Status from this link: https://go.fyi.app/user-health (refer to Individual Settings and Status).
If there are any items showing in the Status tab that show with a red tick or exclamation then try the following:
- If Microsoft 365 shows as "Not Connected", then log out and log in again to FYI.
- If Microsoft 365 is showing the incorrect email, log out of Microsoft 365, close the browser and then log in again.
- If OneDrive does not show as "Business", then follow this Microsoft article regarding disconnecting two accounts using the same email address.
- If Outlook FYI Drafts show as "Missing", then please contact the FYI Support Team.
All items in the Status tab should have green ticks or green exclamation marks.
Check for any messages that are being displayed (refer also to Preparing your Browser for FYI).
- If Pop-up blockers display, follow the instructions to allow these.
- If Permissions are needed, ensure these are accepted.
Once you've reviewed the status and taken any actions necessary, try opening Outlook on your computer, and log in to FYI from the FYI Drawer. If the issue remains, continue following the steps below to troubleshoot the issue.
Contact FYI Support
If the issue is still not resolved, please contact the FYI Support Team for additional assistance.