Plan: Available: All plans
Users: Available: All users
Practice Management Source: Available: All sources
Issue
The FYI Add-in for Office or Outlook may not load, may remain on "Loading FYI" or a blank screen, or may fail to log in when used on Remote Desktop or a terminal server.
Remote Desktop environments can be affected by older versions of Microsoft Office and security settings used in managed environments. Some changes may require administrator access. If you don't have administrator access, ask your IT team or consultant to complete the relevant step.
- For issues on a desktop computer, use FYI Add-in for Office or Outlook not loading, failing to log in or running slow - desktop computer.
- For FYI Add-in configuration in a large practice, use Issues Configuring FYI for Enterprise Practices.
Cause
The issue can have several causes. Check the cause that matches your environment or error message and follow its solution.
Unsupported or outdated Microsoft 365 or Office installation
The FYI Add-in may not work correctly when the installed version of Microsoft 365 or Office isn't supported or the latest Outlook and Office updates haven't been installed.
Solution
- Confirm you're using a supported version of Microsoft 365 or Office. Check the current supported versions in Prerequisites for using FYI in your practice.
- Install the latest Outlook and Office updates. This is particularly important if automatic Office updates are turned off.
Microsoft Edge WebView2 isn't available
The FYI Add-in can use Microsoft Edge WebView2 to render content in Outlook and Office.
Solution
- Install Microsoft Edge on the computer or Remote Desktop environment. You may need your IT team or consultant to assist.
- Confirm Microsoft Edge WebView2 is installed. Review Microsoft's Introduction to Microsoft Edge WebView2 or use the Microsoft Edge WebView2 download page.
Volume-licensed Office uses Internet Explorer 11
Volume-licensed versions of Office 2016 and 2019 use Internet Explorer 11 to render Office Add-ins. FYI ended support for Internet Explorer 11 on 30 November 2023.
Solution
- Update to a supported version of Microsoft 365 Desktop. Check the current supported versions in Prerequisites for using FYI in your practice.
- Confirm Microsoft Edge WebView2 is available in the Remote Desktop environment.
Windows version isn't supported
If the error message relates to "Microsoft Windows is not compatible with FYI", check the version of Windows installed on the computer or Remote Desktop environment.
Solution
- Confirm the computer is running a supported version of Windows. FYI currently supports Windows 10 and Windows 11.
- Check Prerequisites for using FYI in your practice for the current supported environments and keep Windows updates applied.
FYI version in Outlook is outdated
If the error message relates to "Outdated version of Outlook", compare the FYI version displayed in the FYI drawer in Outlook with the FYI version displayed in the web app.
Solution
- In Outlook, check the FYI version displayed at the bottom of the FYI drawer.
- In FYI, open the user menu and compare the version.
- If the versions don't match, press Ctrl+F5 in Outlook to refresh the FYI Add-in.
FYI Add-in was recently centrally deployed
When the FYI Add-in has recently been centrally deployed, it can take up to 24 hours to appear for users.
Solution
- If the Add-in was deployed less than 24 hours ago, allow up to 24 hours for deployment to complete. Review Microsoft's Determine if Centralized Deployment of add-ins works for your organization guidance.
- If more than 24 hours have passed and the relevant troubleshooting steps haven't resolved the issue, send a support request to the FYI Support Team.
Office cache issue
If the FYI Add-in remains on "Loading FYI" or displays a blank screen, the Office cache may need to be cleared.
Solution
Follow Microsoft's Clear the Office cache instructions for Outlook and Office.