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The problems firms hit most often, with what to do about each one. Where BRON cannot do what you would reasonably expect, the article says so rather than describing a flow that does not finish.
7 articles
What to do
- The first time you open your workspace, a small card offers the tour; choose Show me around. Not now brings the offer back tomorrow, and Don't show again stops it appearing on its own.
- To walk it from the first step, choose Start the tour below, or open Command on the rail and choose Start the tour. It walks you through where a matter lives, your daily brief, where drafts are written and the citation gate that guards sending, the Desk where decisions wait, and the client inbox.
- Move with Next and Back, or the arrow keys, and press End tour (or Escape while the tour card has focus) to stop. The tour remembers the step you reached in this browser: Resume the tour, below or under Command, picks up there.
- The tour only points at the real screen. It never sends, signs, files or changes anything on your behalf, and it never records that your setup is finished.
You will be asked to sign in first; the tour runs inside your workspace.
What BRON does not do here
The tour points at your live workspace, so what it can show depends on what your role can see: a paralegal or an invited associate is shown a trimmed set of rooms, and firm-only setup lives in Settings rather than in the tour. It also does not set anything up for you. It shows you where each thing lives so you can do it yourself. The step you reached is remembered in this browser only, so another browser or cleared site data starts again at step one.
What to do
- Matters, on the rail, lists the matters you can open. Open one to reach its documents, deadlines, parties and the work recorded on it.
- Today is your daily brief: what BRON found waiting on a lawyer across your matters. The number beside it adds up the lists on that page, and if one of them cannot be read the rail says so instead of showing a smaller number.
- Chambers is where you ask about a matter in plain English and write drafts. When the assistant would send, sign or spend money, it stops at a confirm gate first: the assistant proposes, and you decide.
- Documents holds your uploaded files and generated drafts. A draft is held until each citation is verified, or until you override it with a reason recorded under your name.
- The Desk (Runs) is where decisions paused for your judgment wait. Approve, revise or decline each one; a held run waits for your decision.
- Client mail that has not been routed waits in the Inbox, and what a client asked you to do is under Requests. Collected evidence lives inside a matter, under Discovery.
What BRON does not do here
This describes where things live, not that every room is already set up. Mail leaves from the firm address until you connect your own, recorded time posts at zero until a rate card exists, and a trust account is needed before client money can be booked. Settings, then Setup, lists what is still open.
What to do
- Open Settings, then My connections, and find the mailbox card with your address on it.
- Choose Reconnect and sign in again with the same account. Grant the same permissions you granted the first time; a narrower grant reconnects but takes capabilities away.
- Check that the card reads Sending as, followed by your address. That is the only state that means it is working.
- If the card offers delivery verification and you did not grant it, grant it now. Without it, an interrupted send is reported as an unknown outcome rather than retried, because the safe failure for a send is to say so, not to send a second copy.
What BRON does not do here
Nobody can reconnect this for you, including us. The grant comes from your provider and belongs to the person whose mailbox it is. Your firm's shared credentials are a separate thing and reconnecting them does not fix this.
What to do
- Check the Outbound email component on the status page first. If it is not working, no amount of re-sending will help and the rest of this article is the answer.
- An invitation is a link. The link is produced at the moment the invitation is created and shown to whoever created it. If you still have it, send it to the person by any channel you trust.
- If you no longer have the link, create a fresh invitation and copy the link when it appears rather than relying on the mail.
- Have the person open the link and finish sign-in. An invitation accepted through a hand-delivered link is the same invitation; nothing about the account is different for having skipped the email.
What BRON does not do here
Outbound email is genuinely unreliable in some deployments, which is why this article leads with the link rather than with the mail. Two further limits are worth knowing: the invitation link is visible only when the invitation is created, so it cannot be recovered from the invitation list afterwards, and an invitation link is a credential. Send it to the person it names, over a channel you would send a password reset over, and never to a shared inbox.
What to do
- Read the state word, not the tick. Verified means the far side answered a check. Active means it is carrying traffic. Only Active is live.
- Keep using the address you were originally given. It works, and it is the one to put in client correspondence today.
- Do not publish the custom hostname to clients, put it on letterhead, or point an email signature at it while it reads Verified. A client who follows that link gets nothing and calls you.
- If you have already published it, send the working address to anyone you gave it to. A client who cannot reach a portal usually concludes the matter is stalled.
What BRON does not do here
This is the honest part: verification and activation are two different steps, and activation is not configured in every deployment. A hostname can therefore sit at Verified indefinitely through no fault of your DNS. Nothing you change at your registrar will move it, so please do not spend an afternoon there. Ask us to activate it and we will tell you whether we can.
What to do
- Platform credentials belong to BRON. They are the keys that make the product run at all, they are not visible to a firm and cannot be set by one, and a failure in them is ours to fix. You will see the effect on the status page, not in your settings.
- Firm credentials belong to the firm. E-filing accounts, payment processing, court and docket services, messaging: the firm supplies these, an administrator manages them in Settings, and they apply to everyone at the firm.
- Personal grants belong to one person. Your mailbox and your calendar are yours. An administrator cannot connect or reconnect them on your behalf, and nobody else at the firm inherits them.
- When something breaks, ask which of the three it is before asking who to chase. Most support cases that take more than a day are a firm credential being waited on as though it were a platform one.
What BRON does not do here
A firm cannot see BRON's own credential values, and this is deliberate rather than an oversight. It also means a firm administrator cannot diagnose a platform-side failure from inside Settings, so if a connection reports a problem you cannot reach, that is the signal to report it rather than to keep looking.
What to do
- Open the document. If the page says it has no extractable text, the file is an image rather than text: a scan, a photograph, or a print-to-image PDF. It goes to text recognition rather than failing.
- For a long scan, give it time and check back. Text recognition runs to a per-document page budget and continues in later passes, so a several-hundred-page scan finishes over several passes rather than in one. Partial text is real text; it is the pages read so far, not a corrupted result.
- Check the file opens on your own machine without a password. A file the platform cannot open produces the same empty result as one with nothing in it.
- If the document page says the file is held after an upload check, that is quarantine, not deletion. The bytes are intact and an attorney can review and release it from that card. Never delete it to retry: a held production may itself be evidence and may be under a litigation hold.
- If none of the above fits, report it with the matter and the file name. A document that will not process is worth a ticket, because the alternative is a filing built on a record with a hole in it.
What BRON does not do here
Text recognition reads a bounded number of pages per document per pass, so a very long scan is not instant and the count you see part way through is genuinely partial. Separately, upload malware scanning is not armed in every deployment; where it is not, the document page says so per document rather than implying a check that did not happen.
Before you report a problem, check the status page. If a component there is degraded or not working, the cause is ours and a ticket will not speed it up.
Nothing on this page is legal advice, and nothing here should be sent to a client as guidance about their matter.
Please do not paste client names, matter details or document text into a support report. The report form already attaches the technical context needed to reproduce a problem, and it deliberately leaves the contents of your work out of it.