Issue
When using FYI, it is very slow, times out, or does not load documents. This may only affect specific users and other users are working without an issue.
Note: For users working outside of Australia, New Zealand, or the United Kingdom, refer first to FYI is slow or does not load documents when working internationally for a solution.
Cause
There may be several potential causes impacting your ability to load documents. To assist with troubleshooting, please try following the steps below.
Check User Configuration
First review the user setup in FYI to determine how documents should be loaded - via the browser, or on the Desktop.
Refer to the settings "Open Office using" and "Open Outlook using" in Setting Defaults and Filing Defaults for your Own Login - My Settings. If the user has been configured to use the Practice Defaults, refer to Managing Practice Settings for Documents.
Note: If the user is configured to Open Office/Outlook via FYI Desktop they will need to install the FYI Desktop app. Refer to FYI Desktop App.
Check if the issue is related to FYI or Microsoft
You can isolate whether the issue is related to FYI or Microsoft by creating an article directly on OneDrive (external to FYI).
For instructions refer to Investigate Issues with Opening or Editing Documents in FYI by Testing OneDrive
Restart your computer
Sometimes the easiest way to resolve an issue is to restart your computer. This will refresh the system and may resolve your issue.
Confirm if other users are having the same issue
If other users experience the same issue, it will confirm the issue is not isolated to your account and/or computer.
If working remotely, for example, if you are out of the office, have another user login as you with your login and password in the local environment. If a user can log in as you in the local environment without any issues, this indicates that there is a problem with the network you are currently using remotely.
Check your Internet Connection
Check your Internet connection is active and that the connection is fast. We recommend a connection of 20mbps and a minimum connection speed of 10mbps.
To test this, you can use www.speedtest.net or www.fast.com.
If either of these sites is also slow to load, it would indicate a network issue. This will need to be logged with your practice's IT team.
For a short-term solution, change to a different internet provider, if possible. You can tether to a smartphone or personal hotspot, or use another internet connection if available.
Use another Web Browser
Try accessing FYI using another web browser. For example, if you're accessing FYI using Chrome, try Firefox or Microsoft Edge.
Check your Network
Even though your browser and internet connection may be fine, it may be the network itself.
- Try accessing FYI from a different computer within the same network environment
- Try accessing FYI from a different computer outside of the network environment, for example, a personal laptop at home.
- Have your IT run a Trace Route to go.fyi.app and compare the hops to a hotspot connection - attempt a new set of DNS servers than used by your ISP.
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 section Troubleshooting.
Contact Support
If you are still having issues, contact the FYI Support Team and provide details on all of the troubleshooting steps above, including a screenshot of the speed test results.