FAQs – C-Track Support Hub

C-Track Access

How do I access C-Track?

You can access C-Track by using the following link: Home | CMS (gov.on.ca). You must be using Microsoft Edge or Chrome.

I was working on C-Track when this error popped up, “An error occurred during authentication. Please contact an administrator.” What do I do?

This error occurs when a user is in the testing environment. The testing environment is for C-Track administrative staff only. Please make sure you are using the correct link: Home | CMS (gov.on.ca)

Accessing Files Error

I am trying to open a record on C-Track, but when I click on it, the following message is displayed: “The record does not exist, or you do not have permissions”.

This error typically occurs when a user is trying to access a file but does not have the correct permissions based on their role. If you encounter this error, please contact coa.modernization@ontario.ca to assist you.

I am trying to click on a drop-down menu or button within C-Track, but it is not allowing for me to select.

This is a user permissions issue. Your permissions may not be set to view the information you need. Please contact coa.modernization@ontario.ca to assist you.

I’m trying to upload a document to C-Track, and I’m getting “File was not an appropriate type.”

This error message appears when a user is accessing an out-dated C-Track link. The correct link to access C-Track is Home | CMS (gov.on.ca).

Also, you can restart your computer and try again. If the documents need to be uploaded right away, please upload to E-Sleeves on the P: Drive. If that does not work, please contact coa.modernization@ontario.ca for assistance.

Creating Docket Entries

I am trying to save a docket entry with documents attached, and it is giving me this error: “The docket entry has been successfully saved. However, there is an error with saving the documents.”

Please place the documents into the E-Sleeves folder on the P: Drive, wait at least 3 minutes to reupload the document again, or contact coa.modernization@ontario.ca to manually submit it.

I’m trying to upload a document to C-Track, and I’m getting “File was not an appropriate type.”

Restart your computer and try again. If the documents need to be uploaded right away, please upload to E-Sleeves on the P: Drive. If that does not work, please contact coa.modernization@ontario.ca for assistance.

Whenever I try to add “representation” to a file, it creates a duplicate.

Please contact coa.modernization@ontario.ca for further assistance.

VPN Gateways

I am trying to access C-Track from home, but I keep getting a “403 Gateway” error. What should I do?

This is a known issue with VPN gateway connections. Check your VPN status. Within hidden icons on the Start Bar, select Global Protect. Once the application appears on your screen, check the gateway connection. You should be connected to Canada Central or Canada East. Often, switching between the two will resolve your issue. To change the gateway connection, click on the drop-down menu and select the desired option.

I am trying to access C-Track remotely, and this error: “403 Forbidden Microsoft-Azure-Application-Gateway/v2” message pops up on my screen. How do I access C-Track?

This is an issue with the VPN gateway connections. If you encounter this error, try changing your VPN gateway from whatever gateway you are on to the other one; for example, if you were on Canada Central, switch to Canada East, and vice versa.

If that still does not work, it is possible that your IP address has not yet been authorized. To find out if your IP is in the range, please email coa.modernization@ontario.ca.

I keep getting a “Gateway 504” error when trying to access C-Track.

Try changing your VPN gateway from the current gateway to another; for example, if you are connected to Canada Central, switch to Canada East, and vice versa. If that still does not work, it is possible that your IP address has not yet been authorized. Please email coa.modernization@ontario.ca.

Case and Document Management

Is there a way to distinguish which line of business (e.g., Civil or Family) a vexatious litigant is tagged in?

No. The vexatious litigant tag is added at the individual’s index entry and does not differentiate between lines of business.

If a document entry contains multiple pages, does the filed stamp appear on all pages?

No. The file stamp appears only on the first page. This is an expected behaviour.

What happens if a duplicate case is accidentally created in C-Track?

The Coordinators and managers are authorized to remove duplicate cases. To prevent duplication, it is best practice to conduct a search before creating a case.

How can I easily view all the cases I have created?

Currently in C-Track, you cannot directly search for cases that you have created. However, you can use the Case Search feature to retrieve a list of case records that meet your filter criteria. Alternatively, you can use the Advanced Search option, under the Case Management menu.

What does it mean when I receive the message “Document Unavailable due to an error in processing” or “Document Unavailable” when downloading or uploading a document?

This error occurs because the file size may be too large. The maximum number is 500 pages or 512 MB that can be uploaded into C-Track. Therefore, users must ensure they track the number of pages being uploaded to avoid any issues.

If the document exceeds 500 pages or 512 MB, it should be broken into smaller documents to stay within the maximum page limit. To upload each part under the same file entry:

Go to C-Track and open the relevant case.
From the left-side menu, go to File Entries.
In the Edit File Entry screen, scroll to the Documents.
Select Add Another to upload each part of the document under the same file.

Financial Management

How can payments and fees be managed in a case?

You can manage payments and fees from Financials through the left-side menu of a specific case. From there, you can add fees, record payments, and view receipts or outstanding balances for each party involved.

Can a fee be modified after it has been added?

You can modify a fee from Financials through the left-side menu of a specific case. From there, select the fee to modify, choose

Partial or Full adjustment, and enter the amount and reason.

What should be done if a payment needs to be voided?

From the navigation bar, go to the Accounting-Receipt Search sub-menu.
Go to the Receipt Search screen and locate the payment.
Select Void and enter the reason.
Confirm to complete the cancellation.

Note: Only supervisors, managers and bookkeepers are authorized to process voids.

How is the till reconciled at the end of the day?

Use the Leave Session option under Review Cashier Session, count the cash, review all transactions, enter the final totals, and confirm to complete the session.

What does reconciliation involve for bookkeepers?

Bookkeepers are responsible for verifying and reconciling daily cashiering sessions through the Day-End Processing function. This includes ensuring that all session totals are accurate and that the funds are deposited into the system-designated account (note that this is a system entry, not a physical bank deposit).

MS Word Plugin

Why am I receiving an error message when using the Push to C-Track plugin?

This usually happens for one of the following reasons:

Your browser may be saving downloaded files to an unsupported The Push to C-Track plugin works best when documents are saved to Downloads folder. This is the recommended default folder.
The document was moved out of the Downloads folder after it was downloaded. The Push to C-Track plugin is path-dependent. If you move the file out of the Documents folder (even temporarily), the plugin may not be able to locate it, resulting in an error.

To fix this:

Make sure your browser is set to save downloaded files to the Downloads folder.
You can upload the updated document directly to C-Track. Be mindful that all tokens in the document must remain unchanged to avoid formatting and content issues in the document.

How do I change my browser settings to save files to the Downloads folder?

For Microsoft Edge and Chrome:

Click the three dots in the top-right corner of the browser.
Go to Settings > Downloads.
Under Location, make sure it says Downloads.
If it doesn’t, click Change and select the Downloads folder.

Can I rename the document and still push it to C-Track?

Yes. Renaming the document does not break the plugin’s linkage, as long as the file remains in the Downloads folder.

What happens if I move the document back to the Downloads folder after editing it from another folder?

Moving the document back to the Downloads folder after editing it from another folder will affect the plugin’s functionality. The Push to C-Track plugin is path-dependent and sensitive to changes in the file’s location. Once a document is moved out of the Downloads folder, the plugin may fail to recognize it, even if it’s returned. To avoid error, always edit the document directly within the Downloads folder.

What is the recommended workflow to ensure updates are successfully pushed to C-Track?

The recommended workflow is to:

Download the document from C-Track.
Edit it within the Downloads folder.
Use the Push to C-Track plugin to upload the edited document.

Is there a workaround if I prefer working from another folder (e.g. OneDrive folders)?

Yes. If you prefer editing documents in another folder, you can bypass the plugin and manually upload the updated document directly to C-Track.

Scheduling

What is the difference between a session and an event in C-Track?

C-Track supports a range of scheduling functions such as bulk scheduling, file entries, assigning judges, and managing session details directly from search results or tools like the Judicial Officer Schedule View.

Note: Judge assignments are restricted to staff with the appropriate user permissions.

I am trying to upload documents and they are overlapping with each other?

If you are experiencing this issue, please place the file in E-Sleeves or contact coa.modernization@ontario.ca for further assistance.

General FAQs

Whenever I try to change the case status to “open,” I see the error “Incomplete Computer Use.”

This is a known issue with open cases. Please contact coa.modernization@ontario.ca if you encounter this error.

I stopped sending emails through C-Track a long time ago. Why am I still receiving emails?

Your email may not have been removed from the list when your access to C-Track was disabled. If you are experiencing this, please contact coa.modernization@ontario.ca.

I am trying to upload documents and they are overlapping with each other?

If you are experiencing this issue, please place the file in E-Sleeves or contact coa.modernization@ontario.ca for further assistance.

How do I update my notification preferences?

If you would like to customize the type of email or in-application notifications you receive, follow these steps:

Select the dropdown next to your name in the top right of the navigation
Select Settings.
Under Notification Preferences, check or uncheck the notifications you wish to receive.

What should I do if a duplicate index entry is created by mistake?

To maintain data accuracy, duplicate Index Entries should be avoided. If multiple entries exist for a single entity, those entries may be merged into one entry.