Error "Could not find the document" or "Error loading documents"

Issue
When I try to access any documents in FYI, such as in the Preview, I get the message "Could not find the document" or "Error loading documents". You can also have an issue when trying to open an email or a document in FYI and it does not open.

Cause
You are not logged in to the correct Microsoft 365 account, for example, you are logged in as your personal account instead of your business account.

You can check the account you are logged in as to confirm this is the cause.

1. From FYI, click Settings in the top right-hand corner.
   
   
   The Settings menu displays.
   
   
2. Check the email address that displays under your name.
   This may show a different email address to the one you use for work, for example, if you are currently logged in to Microsoft 365 with your personal email.

Solution

1. Log out from Microsoft 365. You can also check this by going to www.office.com. This will show if you are already logged in.
   
   
2. Close all browsers. This is very important as Microsoft 365 may 'remember' how you are logged in if you do not close all browsers.
   
   
3. Log in to FYI again.

Note: If you wish to use your personal account for other reasons, you can set up a separate browser profile. Refer to How to Login to Multiple FYI Accounts.