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Issue
In Outlook, when trying to save an email to FYI after sending or receiving it, you may see the following message:
- "Waiting for the machines to run. The email will be uploaded at next synchronisation"
Additional details may also display underneath this message, for example:
- We could not find your email this time. FYI will continue to retry.
- Message inaccessible due to invalid credentials, please re-login from web application and try again.
- Unable to retrieve message, please confirm the email has not been deleted and try again.
Cause
This issue can be caused when:
- The AutoFile service has not yet run against the email.
- The user is logged into the FYI Add-in with a different email address to the mailbox currently selected in Outlook.
Solution
Click on the sections below to view more details.
This message can appear when the email has only just been sent or received, and FYI’s autofile service has not yet run against it. The FYI Add-in will not display the email until it has been synchronised.
- Wait a short time and then try again to open the email in the FYI Add-in.
- Ensure the email is still available in Outlook and has not been deleted or moved to another folder.
- Once FYI has completed its autofile process, the email will load successfully in the Add-in.
This issue can also occur when the FYI Add-in is logged in with a different account from the one used for the mailbox being viewed.
FYI can only retrieve and file emails for a single account, and cannot retrieve emails from a different user's mailbox.
- Check which mailbox you are viewing the email from in Outlook.
- Ensure the email address used to log into the FYI Add-in matches the mailbox account.
- If required, log out of the FYI Add-in and log back in using the correct account.
- Reopen the email once logged in correctly.