FYI users might encounter issues with the FYI Add-in, specifically where the FYI add-in fails to load or is inaccessible.
In this article, we'll discuss a specific scenario: the FYI Add-in has stopped responding, and threw out an error message but does not provide a detailed error message as shown below:
"Sorry, we had to restart because this add-in wasn't responding"
We have Identified the Pre FYI Cabinet, with its corresponding Categories labelled as follows: Pre FYI 1, 2, 3, and so on, as possibly causing the FYI Add-in to fail from loading properly.
The reason being is that this Cabinet and its Categories are used as part of our client data/document migration. If there is significant data in each of the above categories, they may well result to slow loading times which sometimes results in the FYI add-in to stop responding.
To troubleshoot the issue, we need an FYI User with admin rights/access to check the following:
- Go to Practice Settings
- Click on Documents
- Click on the Cabinets tab or go directly to the Categories tab
- Look for Pre FYI 1, 2, 3 and so on.
- If you find Pre FYI 1, 2, 3, 4 or similar, please send an email to firstname.lastname@example.org
Our support team will then liaise with the appropriate personnel to assess if these can be removed.