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.
This article relates to if you are having an issue with the FYI Office or Outlook Add-in on Remote Desktop or Terminal Server.
- If you are having issues on your desktop computer, refer to FYI Add-in for Office or Outlook not loading, failing to login or running slow - desktop computer.
- If you are configuring the FYI Add-ins in a large practice, refer to Issues Configuring FYI for Enterprise Practices.
Areas to Check
This article covers the following configuration and potential errors. See below for the solution for each of these.
- Check Minimum Requirements and check Outlook and Office Updates are installed
- Install Microsoft Edge
- FYI Add-ins not working through Remote Desktop server
- Older Versions of Outlook on a Terminal Server
- Wait 24 hours
Check Minimum Requirements and check Outlook and Office Updates are installed
As the first check:
- Always make sure you are using the correct version of Microsoft 365.
- Always make sure that you have the latest Outlook and Office updates installed. This may be an issue if you have auto-updates of Office turned off.
Refer to Prerequisites for using FYI in your Practice.
Return to Areas to Check
Install Microsoft Edge
If you do not currently use Microsoft Edge, consider installing Microsoft Edge so the FYI Add-in uses Microsoft Edge WebView2 to render documents. This will allow comments to populate in the FYI Drawer in Outlook.
- Install Microsoft Edge on your computer or Remote Desktop. You may need your IT department or consultant to to assist with this.
- Ensure that Microsoft Edge WebView2 is installed. To read more about WebView2 click here or download from here.
Return to Areas to Check
FYI Add-ins not working through Remote Desktop server
Please do the following:
- Try to run https://office.fyidocs.com from IE11
- Clear local storage, cache and browser history from IE11 and re-run
- Run Outlook as Administrator
- Ensure ESC (Enhanced Security Configuration) is turned off for administrator and users.
If you are still having the issue
- Add https://office.fyidocs.com as a Trusted Site
- Check if you are not running a Volume Licence version of Outlook (especially if it's 32 bit). You can find the version by going to File->Office Account and it's on the right under about Outlook.
Return to Areas to Check
Older Versions of Outlook on a Terminal Server
There is a known issue with the older versions of Outlook on a terminal server.
The FYI Add-ins can have issues with Remote Desktop environments caused by combinations of older versions of Microsoft Office and enhanced security often present in a managed environment.
- If the error message relates to "Microsoft Windows is not compatible with FYI":
Diagnosis: FYI is supported for use on Windows 10. Check that FYI loads within Outlook when used on a computer with Windows 10 installed.
Fix: Check the computer has Windows 10 installed. - If the error message relates to "Outdated version of Outlook":
Diagnosis: If you can login to FYI via Outlook , check the version that displays at the bottom of the FYI Drawer and that this is the same as the version in the drawer in the FYI app (refer to Checking the latest version of the FYI web app).
Fix: You can update the version in Outlook by pressing Ctrl+F5.
Return to Areas to Check
Wait 24 hours
In some instances it can take up to 24 hours for the add-ins to deploy successfully. Refer to the Microsoft guide Determine if Centralized Deployment of add-ins works for your organization.
If more than 24 hours has passed and the steps provided above do not resolve the issue, please contact the FYI support team at support@fyidocs.com.