"Sorry, we had to restart because this add-in wasn't responding" when loading or accessing the FYI Add-in

Issue

When the FYI Add-in is loading or being accessed, it stops responding and the following error displays:
"Sorry, we had to restart because this add-in wasn't responding"

861_Add_in_Error.gif

Cause

It is possible that the Pre FYI Cabinet, with its corresponding Categories labelled as Pre FYI 1, Pre FYI 2, Pre FYI 3, and so on, is possibly causing the FYI Add-in to fail to load properly.

The reason is that this Cabinet and its Categories are used as part of the FYI client data/document migration. If there is significant data in each of the above categories, they may well result in slowing down loading times which sometimes causes the FYI Add-in to stop responding.

Solution

To troubleshoot the issue, when logged in as an FYI Admin, check the following:

  1. From FYI, click Settings in the top right-hand corner. 
  2. Select Practice settings - Documents.
  3. Go to the Cabinets tab.
  4. Check if you have the Cabinet Pre FYI with the Categories Pre FYI 1, Pre FYI 2, Pre FYI 3 and so on.
  5. If you find the Cabinet  Pre FYI, or Categories Pre FYI 1, 2, 3, 4 or similar, please contact the Support Team

Our support team will then liaise with the appropriate personnel to assess if these can be removed.

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