Issue
When using FYI, it is very slow, times out, or does not load Lists (Clients, Documents, Jobs etc).
This may only affect specific users, and other users can continue to use FYI without an issue.
Cause
There may be several potential causes of slow performance when using FYI, including both internal and external factors.
Some of these factors are not controlled by FYI, and will need to be raised with your IT department.
To assist in troubleshooting the cause, you will need to consider the following:
- Is anyone else experiencing the issue?
- Has anything changed since the issue first occurred?
- Devices - were there any updates applied or new applications installed?
- Environment - is the user working from home, using a VPN or Remote Desktop, or were there any network upgrades?
- Account - is it a new 365 account? Were the settings recently updated etc?
- Do other pages within FYI load successfully? Try loading other tabs, for example Home, Knowledge, Automations, or Settings.
- Do other websites work without any speed issues?
Troubleshooting Steps
To troubleshoot the issue, follow the steps below.
Device
To troubleshoot whether the issue is related to the device:
- Log out and back into FYI
- Restart the device
- Try using a different browser, or use an incognito/private browser session
- Try using a different device
Log out and back into FYI
Please note this is not the same as closing the browser tab. To log out of FYI, click the Settings menu and click Logout.
Is the issue resolved?
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Yes - the issue is resolved.
Logging out and back into FYI clears the cache, indicating there may have been an issue with the browser cache at the time the issue occurred.
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No - the issue remains.
Continue with the next step below.
Restart the device
Is the issue resolved?
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Yes - the issue is resolved.
There may have been an issue on the device or in the browser, resolved by rebooting the machine.
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No - the issue remains.
Continue with the next step below.
Try using a different browser, or use an incognito/private browser session
Try using a different browser first to see if the issue occurs. Then retry using an incognito/private browser session.
Is the issue resolved?
-
Yes - the issue is resolved.
You will need to raise the issue with your IT administrator for further troubleshooting. As a workaround, use a different browser and/or disable extensions if the incognito/private browser worked.
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No - the issue remains.
Continue with the next step below.
Try using a different device
Is the issue resolved?
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Yes - the issue is resolved.
You will need to raise the issue with your IT administrator for further troubleshooting. As a workaround, use a different browser and/or disable extensions if the incognito/private browser worked.
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No - the issue remains.
Continue with the next step below.
Environment
To troubleshoot if the issue is related to the environment of the device:
- Try logging into another device with the same account at a different location or office
- Connect to a hotspot
- Try replicating the issue without using a VPN connection or Remote Desktop
- Check the internet speed meets the minimum recommended speed of 10Mbps
- Run a Trace Route to go.fyi.app
Try logging into another device with the same account at a different location or office
By changing the environment, this will help to troubleshoot if the issue is specific to a particular location.
Is the issue resolved?
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Yes - the issue is resolved.
This will need to be raised with your IT Administrator for further troubleshooting. The issue may relate to the network settings, for example, the proxy or firewalls etc.
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No - the issue remains.
Continue with the next step below.
Connect to a hotspot
This will change your device to a different network, and isolate whether the issue is related to the network.
Is the issue resolved?
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Yes - the issue is resolved.
The issue will need to be raised with the IT Administrator, as the issue appears isolated to the network.
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No - the issue remains.
Continue with the next step below.
Try replicating the issue without using a VPN connection or Remote Desktop
The issue may be related to the configuration of your VPN or Remote Desktop session. Trying to replicate the issue without this connection will help to isolate if the issue is related to the environment.
Is the issue resolved?
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Yes - the issue is resolved.
This will need to be logged with the IT Administrator for further troubleshooting.
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No - the issue remains.
Continue with the next step below.
Check the internet speed meets the minimum recommended speed of 10Mbps
FYI recommends a connection of 20mbps, and a minimum connection speed of 10mbps. You can check your internet speed using www.speedtest.net or www.fast.com.
Does the internet speed meet the minimum requirements?
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Yes - the issue remains.
Continue with the next step below.
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No - the internet does not match the minimum requirements.
You will need to connect to a network that meets the minimum recommended speed.
Run a Trace Route to go.fyi.app
Ask your IT Administrator to run a Trace Route to go.fyi.app. This may indicate where the issue occurs when establishing a connection to FYI.
Has the issue been identified?
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Yes - the issue has been identified by the Trace Route.
Report the issue to your Internet Service Provider (ISP), and/or your IT Administrator may need to review your network configuration.
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No - the issue remains.
Connect to a hotspot, then retry the test to compare the hops. You can also try using different DNS servers to the ISP.
Account
Check your account used to log into FYI. Ask your IT Administrator to review any recent changes to determine if that may be the cause of the issue. This includes reviewing your Microsoft 365 account.
Location
Philippines
For users in the Philippines, there is a known issue with the internet provider Philippine Long Distance Telephone Company (PLDT) blocking the connection with FYI. You will need to change to a different internet provider, tether to a smartphone or personal hotspot, or use another internet connection if available.
Is the issue resolved?
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Yes - the issue is resolved.
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No - the issue remains.
Continue with the next steps below.
China
The firewall in China may be blocking or limiting your access to FYI. This is due to FYI using Amazon Web Services and Amazon S3 to store your data. The use of third-party applications may be flagged as a risk in the firewall.
We recommend using a VPN (Virtual Private Network software) when using FYI in China. Speak to your IT Administrators for recommendations on the best software for your practice.
Is the issue resolved?
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Yes - the issue is resolved.
Speak to your IT Administrators for recommendations on the best software for your practice.
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No - the issue remains.
Continue with the next steps below.
Check the Troubleshooting articles
If FYI is generally working correctly, but you are having an issue loading one or more specific documents, the following articles have details and solutions if you are seeing a specific error message:
- "Could not find the document" or "Error loading documents"
- "Error loading documents" when clicking a link from an FYI Summary Notification
- "Oh no... an error has occurred" due to FYI web app not automatically updating
There are also various other solutions to specific issues in Getting Started that may be of assistance. Refer to the Troubleshooting articles in the Help Centre.
Contact Support
If you are still having issues, contact the FYI Support Team. Ensure you provide the results of all the troubleshooting steps above, including a screenshot of the speed test results.