Error FYI-2117: We're sorry! We are having trouble communicating with FYI

Issue

When trying to log in to FYI, or if you are logged out of FYI, the following error is displayed:

• We're sorry! We are having trouble communicating with FYI. Please try again, and if the issue continues, please refer to our Service Status page for updates.

Cause

This error typically occurs when FYI is experiencing a temporary service disruption or outage, or an authentication issue is preventing the computer from communicating with FYI.

Common authentication causes include:

• A stale or corrupted authentication session.
• A token refresh or re-authentication issue with Microsoft 365.
• A local credential or key being regenerated.
• A change to the environment, such as the browser state, cached credentials, computer time, or network conditions.

Solution

Follow the steps below to confirm and resolve the issue.

Step 1: Check the FYI Status Page

Refer to the FYI Status Page to see if there is a current outage or incident affecting the platform.

If an incident is reported, monitor the status page for updates. No action is required while an outage is being resolved.

Step 2: Retry access

Close the browser entirely, reopen FYI, then log in again.

If the FYI Status Page does not report any issues and the error continues, raise it with IT so they can review the following:

1. Ensure affected users are running the latest version of their browser and operating system.
2. Confirm that the computer date, time, and time zone settings are configured correctly and synchronise automatically.
3. Sign out of FYI and Microsoft 365 completely, then sign back in.
4. Clear the browser cache and cookies for FYI and Microsoft 365 authentication services.
5. Avoid having multiple Microsoft 365 accounts signed in to the same browser profile, where possible.
6. Check whether affected users share any common factors, such as the same network, VPN, security software, browser, or device management policies, which might help pinpoint the issue.

If the FYI Status Page does not report any issues and the error continues after IT has attempted to resolve it, contact FYI Support for further assistance.