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Initial data not loaded

H
Written by Huzayfah Patel
Updated over a month ago

Step 1 – Refresh Your Microsoft 365 Session

  1. In your browser, go to https://www.office.com.

  2. Click Sign in and log in with your usual Microsoft 365 credentials.

  3. Click Outlook and wait until your mailbox fully loads.

  4. Once Outlook has loaded, try opening Access Legal Case Management (ALCM) again via your normal link.

If the error persists, continue to Step 2.

Step 2 – Check Your Email Address in DPSSQLConfig (Supervisor Only)

It may be that the email address you are using to log in to ALCM does not match the email stored in DPSSQLConfig for your user account.

Note: This step must be performed by a supervisor with access to the hosted desktop and DPSSQLConfig. If you are not a supervisor, ask your system administrator to complete this check.

For a supervisor:

  1. Log in to the hosted desktop.

  2. Open DPSSQLConfig.

  3. Log in with DPS supervisor credentials.

  4. Go to Users and Groups > Users.

  5. Find and open the user’s account.

  6. Check the Email address stored for the user.

  7. Confirm that it exactly matches the email address the user is using to log in to ALCM.

  8. If needed, update the email address in DPSSQLConfig and Save.

Ask the user to try logging into ALCM again.

If you’ve recently been moved from F3 to DC2 and are still using an old shortcut or link, your administrator may also need to provide you with a new ALCM login link.

Step 3 – Clear Your Browser Cache

If your account details and email address are correct but you still see the error, clear your browser cache and try again.

Follow your usual browser steps, or refer to your internal article: How to clear browsing cache.

Once you’ve cleared the cache:

  1. Close all browser windows.

  2. Reopen your browser.

  3. Go to your ALCM login link and try to sign in again.

Step 4 – If You’re a New User or Still Having Issues

If:

  • You are a new user, or

  • You have followed all of the steps above and still see the “initial data not loaded” error,

please raise a new case online.

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