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FYI Add-in for Office or Outlook not loading or failing to login

Rob Cameron
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Background

The FYI Add-ins can have issues (especially for the initial setup) integrating with the Microsoft desktop applications of Word, Excel and Outlook. The typical symptom is users being unable to log in to FYI Add-ins in desktop Outlook or Office, whereas the FYI Add-in is enabled and works with online Outlook and Office for the same user.

Remote Desktop environments especially can have some issues caused by combinations of older versions of Microsoft Office and enhanced security often present in a managed environment. It is recommended to troubleshoot with administrator rights for Remote Desktop environments to make the configuration changes to isolate the cause.

Steps to follow

Step 1 - Check User Status 

  • Open a browser to check the user's FYI Status from this link: https://app.fyidocs.com/user-health 
  • If there are any items showing in the Status tab that show with a red tick or exclamation then:
    • If Microsoft 365 shows as "Not Connected", then logout and log back in again to FYI.
    • If Microsoft 365 is showing the incorrect email, log out of Microsoft 365, close the browser and then log back in again.
      • If needed use separate browser profiles. This is useful if you use more than one Microsoft 365 login (for example, one for business and one for personal). If you use Chrome, you can set up separate Chrome Profiles to easily access a separate Microsoft 365 account. Refer to How to Login to Multiple FYI Accounts.
    • If OneDrive does not show as "Business". then follow this Microsoft article regarding disconnecting two accounts using the same email address.
    • If Outlook FYI Drafts shows as "Missing", then please contact the FYI Support Team at support@fyidocs.com.

Separately, if any messages come up regarding:

  • Pop-up blockers display, please follow the instructions.
  • Permissions needed, then ensure these are accepted.

Once all items in the Status tab have green ticks or green exclamation marks, then proceed with the additional steps below.

Step 2 - Check Office Online

  • Open https://office.com
  • Navigate to OneDrive
  • Open a new Word document
  • Check if the FYI add-in appears in the top right menu 
  • If FYI doesn't appear:
    • use the Insert menu and select Add-ins
    • Either select FYI or search in the stire
    • Add via the button in the bottom right corner
  • Login to the FYI drawer

Step 3 - Check Office Desktop

  • Ensure all Microsoft Office desktop applications are closed including Outlook.
  • Open Word and check the correct user is logged in the top right-hand corner of Word.
    • If not the same user account of FYI, then click the name that displays and use the Word options to login with the correct user.
  • Create a new document using the standard Word features.
  • From the Home tab in the ribbon menu and check for the FYI Add-in.

    Icons_FYI.gif
    If you do not see the FYI Add-in, then add from Insert > Get Add-ins on the Word ribbon menu. Refer to Adding FYI Apps as a User from within Office and Outlook.
  • Click the FYI Add-in to open the FYI Drawer and click on the login button. 
    • If a message displays "Login successful, please close this popup" then use the X in the top right-hand corner of the message window.

If you were able to login successfully, then follow similar steps for Outlook desktop:

  • Outlook on the desktop and open the FYI Addin
  • Check you can log in successfully within Outlook,

If you still cannot log in, then follow the additional steps listed below.

Step 4 - Internet Explorer 11 Settings

The following steps generally only apply where:

  • The user is working within a terminal server or remote desktop environment
  • If group policies have been enabled for the user's Microsoft account

Follow these steps:

  • Ensure all Microsoft Office desktop applications are closed including Outlook.
  • Open Internet Explorer 11 (IE11) in the users desktop
  • Add Trusted Sites
  • Delete Browsing History
        • Select the Cog in the top right-hand corner
        • Select Security
        • Select Delete Browsing History
        • Tick all options
        • Select Delete
  • Restart Internet Explorer 11 (IE11)
  • Open https://office.fyidocs.com from within IE11
  • If any prompts come up for permissions then accept and clear
  • Follow Step 2 again to check if the issue is resolved

Step 5 - Clear Credential Manager of Windows for Office

  • Reboot your computer.
    Before opening any Office app or Outlook -
  • Open Credential Manager from the Windows search bar and select "Windows"
  • Remove any stored credentials that reference to Office or Outlook.
  • Follow Step 2 again to check if the issue is resolved.

Step 6 - New Windows 10 Profile

  • Add a new Windows profile from Change Account Settings
  • Select Other users
  • Select Add someone else to this PC
  • Select I don't have this person's sign-in information
  • Select Add a user without a Microsoft account
  • Create a new account for this PC
  • Make this new account an administrator
  • Login via this new account
  • Configure Microsoft Word
  • Follow Step 2 again to check if the issue is resolved.

If the issue is resolved, it proves it is being caused by either lingering Microsoft account or security settings on the original Windows profile.

You can either get your IT consultant to investigate further or switch across to the new profile by configuring all the applications you use.

Step 7 - Contact FYI Support

If the issue is still not resolved, please contact the FYI Support Team at support@fyidocs.com for additional assistance.

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