When the FYI Add-in is loading or being accessed, it stops responding and the following error displays:
"Sorry, we had to restart because this add-in wasn't responding"
It is possible that the Pre FYI Cabinet, with its corresponding Categories labelled as Pre FYI 1, Pre FYI 2, Pre FYI 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 the FYI client data/document migration. If there is significant data in each of the above categories, they may well result in slowing down loading times which sometimes causes the FYI Add-in to stop responding.
To troubleshoot the issue, when logged in as an FYI Admin, check the following:
- From FYI, click Settings in the top right-hand corner.
- Select Practice settings - Documents.
- Go to the Cabinets tab.
- Check if you have the Cabinet Pre FYI with the Categories Pre FYI 1, Pre FYI 2, Pre FYI 3 and so on.
- If you find the Cabinet Pre FYI, or Categories 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.