"Could not find the document" or "Error loading documents"


When I try to access any documents in FYI, such as in the Preview, I get the message "Could not find the document" or "Error loading documents". You can also have an issue when trying to open an email or a document in FYI and it does not open.


This could be caused by one of the following. See below for the solution for each of these.

You are not logged in to the correct Microsoft 365 account

You are not logged in to the correct Microsoft 365 account, for example, you are logged in as your personal account instead of your business account.

You can check the account you are logged in as to confirm this is the cause.

  1. From FYI, click Settings in the top right-hand corner.

    The Settings menu displays.

  2. Check the email address that is displayed under your name.
    This may show a different email address to the one you use for work, for example, if you are currently logged in to Microsoft 365 with your personal email.


  1. Log out from Microsoft 365. You can also check this by going to www.office.com. This will show if you are already logged in.

  2. Close all browsers. This is very important as Microsoft 365 may 'remember' how you are logged in if you do not close all browsers.

  3. Login to FYI again.

Note: If you wish to use your personal account for other reasons, you can set up a separate browser profile. Refer to How can I log in to multiple FYI accounts? 

There is an error with the Template

If you are getting the error when opening or using a Template, the template has become corrupted. For example, there may be an issue with a Merge Field in the template.


Review the Template or the Email Signature. For assistance with troubleshooting errors with Merge Fields, refer to Why are Merge Fields in an Email Template or Signature not working correctly?

There is no option to roll back to a previous version of a Template. If the Merge Fields are formatted correctly, and you're not able to identify the cause of the issue, you will need to create a new template.

You can use copy and paste to add the content, for example, from a previous email or document, to create a new template. Refer to Creating Email Templates and Signatures and Creating Templates for Word, Spreadsheet or Presentation.

If you continue to experience issues, please contact the FYI Support Team.

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