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Issue
When previewing an email or a PDF file in FYI, the following error message displays in the Preview window:
- "Unknown error fetching document"
Cause
The file or message body being previewed may be larger than 20MB and cannot be displayed. This may occur when:
- An email, PDF or other document exceeds the file size limit.
- The email message contains large embedded images, for example, in the signature.
Solution
To prevent the previewed file or email body from exceeding 20MB, it is recommended that images are optimised and documents are reduced in size where possible. Refer to File Limits for details on size restrictions.
If the issue occurs when previewing a large document, try disabling the Preview Office via OneDrive option at the bottom of the preview screen. Refer to Previewing Documents via OneDrive.
If you're still unable to preview the file, you may need to view the message directly in Outlook. Note that message size limitation may also be determined by the email provider.