FAQs
Check here for answers to frequently asked questions.
Installation
Login
- When I login to FYI, why am I asked to login a second time?
- Why do I keep being asked to log in with Multi-Factor Authentication when logging into FYI?
- How can I login to multiple FYI accounts?
- If we have two practices running independently, can some users work across both?
- Why does my login to Microsoft 365 expire and I have to sign in again?
- Why I am being logged in as a different user?
Access to FYI Features
General
Search and Retrieval
- What is the default number of documents displayed on a page and can I change this?
- Does FYI automatically clear the search criteria when I leave a screen?
- What does the search include?
- Does FYI file documents into folders?
- How fast is the search, is there a time out, is there a cancel option when searching?
- Is there any searching syntax for performing more advanced/complex search queries?
Clients
Edit and Delete
Emails and Documents
- Why can't I file an email or document to a certain Cabinet?
- Why does the FYI drawer not display when I select a document?
- Can I save an email or document to multiple clients, without copying it?
- Can I link to a file from a third party site?
- How can I confirm that an email or document is successfully marked as sent?
- How can I prevent the message "Some files contain viruses that can be harmful to your computer..."?
Emails
- Why are emails not filing correctly or not being auto-filed?
- In Outlook Online, why is the FYI add-in not refreshing properly or the filing details not correctly pre-filled?
- How do I file emails from the online version of Outlook?
- How can I use a Shared Mailbox?
- How does FYI handle emails with BCCs?
- Why are Emails I edit in Outlook not updating in FYI?
Email Attachments
- Why is the number of attachments in a "Draft in Outlook" email incomplete?
- How can I view an attachment in an email that is within a thread?
- Can I file an email and include and save the attachments within the email, rather than filing each attachment as a separate item?
- Error "Unfileable attachment, upload via FYI web" when trying to view, file or open attached emails.
- Error "An error occurred uploading attachments" when Draft in Outlook email has large attachment(s)
- Error "Unfileable attachment, upload via FYI web" and attachment is titled "ATP Scan In Progress"
Documents
- Where can I locate all the documents I am currently editing?
- Where does FYI pick up the Contact Name/Salutation/Addressee from when creating letters?
- Why do I have to manually log in each time when opening Office desktop Word or Excel?
- Why do files not open in the expected Desktop App when using Firefox?
- Is there a tool for creating and/or editing PDFs built into FYI?
- How can I store non-client documents in FYI, or save a document that is not associated to any clients? ?
Preview and Full Screen View
In Tray
- How can an FYI Administrator view the contents of all Users' In Trays?
- Why are there documents in my In Tray that I do not fully recognise?
- Why can't I see the File tool bar button in my In Tray?
- Why do emails not appear in my In Tray?
- Are unfiled emails that I delete from my In Tray shown in the Deleted Documents view?
FYI Drawer in Outlook
FYI Drawer in Office
Excel
Syncing
Collaborate
OneDrive
- Why are there documents in my OneDrive FYI - Processed Folder
- Why are there documents in my OneDrive FYI - My Edits Folder but no documents in my Home - My Edits?
- What should I do if my OneDrive FYI - My Edits or FYI - Processed folder disappears or is deleted?
- What is the OneDrive Attachments folder?
- Error "Error encountered setting up your OneDrive account. Some functionality will not work. Please check you have OneDrive enabled"
- Error "Error creating document. FYI could not connect with OneDrive, please logout of FYI and try again"
Archived Clients
- How do I merge Clients where one has been archived in Xero Practice Manager?
- How do I set an archived client as active in FYI?
- Does the integration with XPM bring across archived clients?
- What happens to the documents filed for a client if the client is archived in Xero Practice Manager?
- How can I save files to archived clients?
Export
Office 365
Administration
Document Templates and Stationery
- Why are Merge Fields in a Word Template or Stationery not working correctly?
- How do I set up the Date in a Word Template or Stationery?
- Why does the text from a Template not appear when I create a Word document using both Stationery and a Template?
- Why is the client's Addressee not being brought in with an FYI Template?
Email Templates and Signatures
Jobs
- Why are some of the options for Xero Practice Manager Job Category not showing when adding a Task?
- Why do some Jobs come through to FYI that have no Client assigned to them?
- Can Jobs be filed for the group instead of the client?
- Do the Client workspace and the filing details show all Jobs across the Client group?
- In the Jobs list, why is a team member's name not showing correctly in the Manager/Partner column?
Process Automations
Merges, Splits and Franchises
Domains and Tenants
Xero Practice Manager Integration
- How often are clients, jobs and staff synchronised from XPM?
- How do I add the 'Mobile number' for a Client in Xero Practice Manager?
- How do I add a Client, and add a Client to a Group?
- How do I change the email address associated with an FYI user?
- What happens if an internal FYI user is set up as a Client or as a Contact in Xero Practice Manager?
Xero Ledger Integration
Third Party Integration
- How do I change the connection to Adobe Sign for the Adobe Sign Domain Name change?
- Which Plan is Required for Adobe Sign, DocuSign, Annature and FuseSign to work with FYI?
- How can I enable or disable notifications generated by automations or custom processes?
- How do I integrate with digital signatures? Is this built-in as part of FYI or do we connect with our existing licences?
- Error "Could not find connection details for BGL, but a BGL automation is enabled" and BGL integration is not running.
- Error "Invalid authentication with NowInfinity, please reconnect app" in Process History
Other Integrations
- How can I edit Office documents without using OneDrive?
- How can I work with old (legacy) Microsoft files such as .xls and .doc?
- Can I automate the filing of ‘published’ reports in Xero Blue?
- Is it possible to migrate documents in Dropbox to FYI?
- Does FYI integrate with Google Drive and Gmail?
- Does FYI have a workpapers options like HowNow?
Data, Archive, Bulk Export
- Where are the emails and documents being saved to?
- Where is the data located? Is it part of Microsoft 365 or something else?
- How is our data backed up, how often and how can we retrieve it?
- Is there an archive ability for documents after a particular time, say seven years and is this global or refinable?
- Can I bulk export my documents including metadata if I want to leave FYI?
Security and Certification
- How Secure am I when working from home?
- Where are the FYI servers hosted and are you compliant with privacy law?
- What redundancy measures do you have in place?
- Is there security available to limit staff access to a specific client, other than through user groups?
- Does FYI comply with privacy requirements including GDPR?
- Can access to FYI be IP locked to stop documents being downloaded onto non company computers?