CCD FAQs

We are constantly striving to improve our customers experience within the Client Care Desktop (CCD) environment.

As part of our ongoing development, we have created this Frequently Asked Questions (FAQ’s) section.

Please find below a list of the top FAQ’s. The resolutions are either a quick fix, or a link that will take you to the relevant article within the Knowledge Base.

Known Issue	Resolution
When I click on Quit it takes me in a loop? (CCD V4.0 specific)	Click on the "microwave icon" at the bottom left of the screen and then, click on Continue it will take you out of the loop.
Error message appears when I try to create a PDF document (I.e. Fact Find)?	Amend the path where CCD is trying to store PDF's (Setup > Technical > PDF Document store), ensure you have access to this folder, CCD will then be able to create the files. Should this not resolve the issue, please call the support desk for assistance.
Unable to select advisers in the drop down boxes (CCD Version 4)	Please call the support team, so a hot fix can be applied to your system.
Providers added to the system more than once	This can be revolved by calling the support desk who will be able to rectify this issue for you.
Damaged modules appearing when you log into CCD	If you have a damaged module, please call the support desk who will recover this for you.
If you have two pages of notes under a client CCD only prints off the first page	This has been raised as a development request, and will be reviewed by our product manager.
CCD doesn't show you the Timed tasks that are still open	When you reopen a task under a client and only put the start time in it doesn't show you that the task is open under Times tasks still running as the report is picking up the first end time that you have put in. Therefore he has got loads of tasks still running.
When reporting to see which clients are invested in the same asset within setup-prices, select the asset and then click into portfolio, this brings all the clients that have this asset, but also the ones that no longer invest in it.	This has been raised as a development request, and will be reviewed by our product manager.
When I add a new holding it jumps from contract reason/objective straight to product basis and misses out product provider and personal tabs.	This has been raised as a development request, and will be reviewed by our product manager.
When adding a client, the system automatically adds a client review date.	This has been raised as a development request, and will be reviewed by our product manager.
Lapsed and cancelled cases do not show on the lapsed, cancelled, NPW and NTU report under Admin > Reports > Compliance > Register of lapsed, cancelled or NPW cases	This is due to the incorrect box being completed under holding status. Although the case may be cancelled or lapsed you will need to complete the NPW/NTU date box for these to be pulled through to the report.
How do I make changes to commission items once they have been posted?	Click here for Knowledge Base article
How do I send letters to married couples?	Click here for Knowledge Base article
How do I add a new provider into CCD?	Click here for Knowledge Base article
How to add a Custom Asset. Instructions on this can also be found on our knowledge base..	Click here for Knowledge Base article
How to find all clients that have the same asset within CCD	Click here for Knowledge Base article
How do I de-duplicate clients?	Click here for Knowledge Base article
When outputting to word, you get an error message	Click here for Knowledge Base article
How do I separate partners on CCD?	Click here for Knowledge Base article
How do I find out which field names to use, when doing an export.	Click here for Knowledge Base article
How do I add a supermarket / wrap provider?	Click here for Knowledge Base article
How do I get a list of commissions by a client within a date range?	Click here for Knowledge Base article
Why can't Advisers add holdings in CCD? (CCD V4.0 specific)	You will need to change the Adviser settings under the security tab. If the Adviser is set up as a "Consultant" then you will need to change them to "operator". Please note, They will get the same level of access.
The Morning Star link no longer works	This is a known issue that is currently under review by our product manager.
How do I get a list of clients and holdings by Adviser?	Click here for Knowledge Base article
How do I set up Fidelity funds so I can use them with Contract Enquiry?	You will have the Contract number which has been supplied by the provider you will need to enter this into CCD under Contract Number, you will need to enter / and the year. This will then allow you to use Contract Enquiry through CCD.
When I copy addresses to clipboard and paste into word, it's greyed out?	Click here for Knowledge Base article
Common CE Error messages
302 Found	302 means that the server is trying to redirect the client to a different URL. If you are getting this error then please call the Support Team, so that we can check that you are in the correct File group for CCD
Skandia: 302 object moved	Skandia is currently having problems where, if clients do not have the correct username and password in CCD, then you will get this error message. Should you get this error, please contact Skandia who can verify your login details.
Unable to Verify Unipass Certificate	When using a Unipass certificate a warning or error may display stating that windows is unable to verify the Unipass certificate. This is caused by the Unipass root certificate not being installed. This will need to be done before you can continue.
Unable to select the user's certificate in Contract Enquiry	Occasionally a situation occurs where the user can not see the Unipass certificate in the Contract Enquiry Application, but it can be seen when browsing certificates in Internet Explorer. This can usually be resolved by reinstalling the Unipass certificate .

Please e-mail the support team at financialsoftwaresupport@capita.co.uk with any additional items you would like added to this area.