What if I cannot see CCMS in SILAS? (Back to top)
Your organisation will have a dedicated administrator for Sign in to legal aid services.
They will be able to help you with access to specific services.
What if I cannot access CCMS in the Secure Browser? (Back to top)
If you are operating from a secure operating system, such as Citrix, when you attempt to access CCMS in the Secure Browser for the first time, after authenticating you may not be directed to CCMS and will be presented with the following screen:
If this occurs, please contact the LAA Online Support team who can provide you with guidance you can pass on to your IT department to allow specific domains for Secure Browser to function inside of your organisation’s secure operating system.
Why do I have to enter my login information and go through Multi-Factor authentication (MFA) again? (Back to top)
Secure Browser is a safe and secure solution way to access CCMS. One of the reasons it is so safe is that it does not store any data outside of each session.
This means that Secure Browser does not have any information about your previous sign in to SILAS. This means you must re-enter your email, password and go through MFA again.
Each time you sign in to CCMS in Secure Browser, it is starting a new session and does not remember any data you entered previously, including your sign-in information.
Why am I getting an error message when trying to access CCMS in Secure Browser? (Back to top)
If the error message says ‘No streaming resources are available’, this is because there are currently too many users trying to access CCMS at once.
We are limiting how many users can access CCMS at once. This is to reduce outages and poor performance as we restore our services.
We are increasing the number of users that can access CCMS at once as soon as we can.
For all other error messages, get in touch with LAA Online Support by:
- telephone on 0300 200 2020 (option 3)
- using the webchat
Do I need to use Secure Browser to access other legal aid services? (Back to top)
No. You only need to use Secure Browser to access Client and Cost Management System (CCMS).
How long will my session last before I am automatically signed out? (Back to top)
The Secure Browser session will disconnect you after 15 minutes of inactivity and sign you out of CCMS if you don’t sign back in within 30 minutes.
After 15 minutes of inactivity, you will see the following message:
If you press ‘Reconnect’, it will take you back to CCMS without needing to sign in again.
If it’s been more than 30 minutes, you will need to select ‘Return to login’ and sign back in again using your email, password and multi-factor authentication (MFA).
Make sure you to save your progress regularly to avoid losing data.
What do I do if I accidentally declined permissions when I first logged in to Secure Browser? (Back to top)
If you have declined permissions for popups and the clipboard when you first accessed Secure Browser, you will not be able to upload and download files or use copy and paste.
How to change your permissions:
- Make sure you have the secure browser open.
- Go to the tab with the secure browser in and go to the address bar. Be careful not to select the address bar inside of the secure browser itself. The address bar should contain the web address for the secure browser, that will look like a string of letters and numbers followed by workspaces-web.com.
- Next to the web address, there should be an icon. This icon will be different depending on which browser you are using. Most browsers use a ‘padlock’ icon, whilst others like Google Chrome may use something else, as shown below.
Select the icon.
- A dialog window should appear.
- Some browsers like Google Chrome, will allow you to toggle the permissions on inside of the dialog window itself, by simply selecting the toggle on the right of the ‘Pop-up and redirects’ and ‘Clipboard’ settings.
- Other browsers like Microsoft Edge, will require you first select ‘Permissions for this site’.
After selecting this, a new tab will appear. You will be shown a list of different permissions for the website.
Navigate to ‘Pop-ups and redirects’, select the dropdown and then select ‘Allow’.
Then navigate to Clipboard and do the same.
Close the tab to go back to the secure Browser.
You should now be able to download, upload and use copy and paste in secure browser.
I cannot upload a file into CCMS because the file name is invalid (Back to top)
CCMS will only accept files with filenames that contain only characters that are letters, numbers, underscores or hyphens. It will also not accept file names that include spaces. If you attempt to upload a file into CCMS with a file name that includes any other character type, you will receive the following error message:
Please rename your file and retry importing it. When renaming your file please ensure that you keep the file type (e.g. ‘.pdf’) within the file name. See guidance on uploading files.
What if I need to amend the CCMS roles I have? (Back to top)
If you need to amend your CCMS roles, engage with your administrator. They will be able to amend your CCMS roles in SiLAS. See guidance for administrators on how to amend or remove services, roles or offices from a user. Once your administrator has amended your CCMS role in SiLAS, please wait 15 minutes to allow for CCMS to be updated, and ensure you have logged out of CCMS and SiLAS and then log back in.
Why are my outstanding actions and notifications showing as 0 on the homepage when I have actions and notifications? (Back to top)
This is a problem that can affect Chambers users. Please check your actions and notifications by clicking on the link each time.
My excel file will not upload into CCMS (Back to top)
CCMS will not accept excel files with macros enabled. Prior to uploading your excel file into CCMS please check the excel to ensure that macros are not enabled. If they are, save a copy without macros enabled and then upload the file into CCMS.
I want to see all the actions/notifications for my firm, what do I need to do? (Back to top)
To see all the actions/notifications for your firm
- Select ‘Actions and Notifications’
- Select ‘Refine Search’
- From the Search screen, you must select at least one of the fields. The example shown includes the start date only. This allows you to see all notifications assigned to other users at your firm from that period.
To view all closed notifications, also select ‘include closed notifications’
- If you want to check the notifications allocated to a specific user, select the user from the ‘Assigned to’ list.
Note, if the ‘From’ and ‘To’ fields are left blank, the search results will display actions and notifications from the past three years.
You can search beyond three years by specifying the ‘From’ and ‘To’ dates. You need to ensure that the selected range does not exceed a period of three years.
- Click the blue hyperlink to open the notification you wish to view.
- If your search produces ‘0’ results, this may be because there were too many results to display. You will need to reduce the search parameters for example, by changing the start date, for the results to be displayed.
