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  • 1. How can I contact CU*Answers for CU*BASE software or Technical Support? Views: 781 Featured Content Public
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    ​ For General Support and CU*BASE Assistance: Use the AnswerBook to submit a question to the Client Services and Education team. You can access the AnswerBook via a CU*BASE session by selecting the @ symbol and asking a question, or by logging in and asking a question. You can also call 616-285-5711 or 800-327-3478 and follow the menu prompts to reach a representative. For Technical Support: Use the ConnectWise ticketing system to submit a question to the Network Services team. ConnectWise   More...
  • 2. What causes a member check to be returned as 'Refer to Maker'? Views: 4310 Public
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    Code 38 - Refer to maker is assigned by the financial institution receiving the original check. Refer to maker should only be used in extraordinary situations where the other three specific reasons (NSF, account closed, or endorsement missing) do not fit the reason the check is being returned. Some financial institutions tend to abuse the refer to maker reason by applying it to every check they return no matter the reason. In addition to the three reasons mentioned above, refer to maker  More...
  • 3. When looking at the ATM/Debit or Credit Card Activity screen, what does the indicator in the Type and Transaction Description mean? Views: 2411 Public
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    The fields are related to Process Codes, in that they are derived from the code attached to the message received from the plastics processor (vendor, or switch). The Type you see in the initial Type column of the Activity screen relates directly to the Transaction Description when you view additional transaction details. Transaction types may not apply to all vendors. Examples of these labels are as follows: DEP (Deposit Transactions) ATM/DEP A deposit made at an ATM. ATM/DEP - including a $  More...
  • 4. How do I test a topaz signature pad in a Windows environment? Views: 1802 Public
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    First, verify that the SigPlusBasic software is installed on your workstation. If it is there should be a Program Files\SigPlus folder. If there isn't, install it through the installation disk that came with the signature pad. Once it is installed, follow these steps: 1. Verify that the signature pad is connected to the computer. 2. Locate the Demo.ocx program and run it. Depending on how the SigPlusBasic software was installed it, there may be a shortcut on your desktop otherwise the Demo.o  More...
  • 5. How do I find my workstation's IP address? Views: 1025 Public
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    To find your workstation's IP address you can perform the following actions: Click the Start button, then Run In the text box type cmd and press the Enter key Type ipconfig Under Local Area Connection, to the right of the row labeled “IP Address” you will find the computer's IP Address
  • 6. How do I reset an Epson TM-T88III printer in order to clear its memory? Views: 972 Public
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    Note: this procedure also works with Carswell printers. (1) Turn the printer off. (2) Hold the FEED button while turning the printer back on. (3) Continue to hold the FEED button until the error light starts flashing. (4) Clear the paper by pressing the FEED button. If successful, a receipt printer settings page will print. Your printer's memory is now cleared. If this is not successful, please contact the Network Services Help Desk for assistance.
  • 7. Do you have an explanation for members concerning the APYE calculation on their statement? Views: 885 Public
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    Truth-In-Savings requires certain disclosures on periodic statements. One of the disclosures required on dividend-bearing accounts is the “annual percentage yield earned (APYE)”. The APYE is an annualized rate that reflects the relationship between the amount of dividends actually paid to the member’s account during the period and the average daily balance in the account for that period. *Note - this calculation uses the member’s average daily balance for the period,   More...
  • 8. What is stand-in processing? Views: 859 Public
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    Simply put, it is a way for your members to continue using interactive services such as audio response and online banking, ATM/debit cards, and online credit cards for their financial needs, even while CU*BASE is off line for normal daily or monthly processing. CU*BASE uses a special style of stand-in processing that allows for continued use of CU*TALK audio response and It's Me 247 online banking services even during the night when we perform end-of-day and end-of-month processing. Refe  More...
  • 9. I am receiving a 'printer timeout error' when trying to print a document to my HP Laserjet 2200. What should I do? Views: 859 Public
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    The first thing to do is make sure all the cables are connected securely to the printer and the PC. Be sure to note if one of the cables is a network cable. If all of the cables are securely connected and you still cannot print, restart the PC and the printer. If you receive the same error once the printer and PC are back up, there is likely a hardware issue with the printer. If one of the cables that plugs into the printer is a network cable then the Jet Direct card (a network interface   More...
  • 10. What is the difference between an ISP and a Browser? Online banking requires the browser has 128-Bit encryption. How do my members update this encryption level? Views: 847 Public
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    An Internet Service Provider (ISP) is the company from which you purchase internet access services (like AOL or IServ). A browser is a piece of software on your PC which allows you to access things like web sites, Internet access. Examples are Microsoft Internet Explorer or Mozilla Firefox. Upgrading your browser is important. It insures you have the most current version with the most up-to-date features, speed and options. But in most cases what is needed the most is to upgrade the encryption  More...
  • 11. What are the instructions to create an .fdfx companion file for my custom upload to CU*BASE? Views: 808 Public
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    Do not use these instructions if you are performing one of the standard uploads such as to DMPIMPORT, FCBUSINESS, FCPERSON, IMPEMAIL, etc. Instead, look for your appropriate .FDFX companion file in C:\cubase\cubase\resources Instructions below are relevant for projects where you are working to upload data to a custom table destination that meets the following criteria: The table already exists in CU*BASE The table has been used before (has at least 1 row of data in it). For the purpose of the ex  More...
  • 12. What is a GUAPPLE unit? Views: 807 Public
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    GUAPPLE is short for GOLD Update Appliance. The GUAPPLE is a stand-alone network appliance that takes the place of the GOLD-Master update server PC. It is designed to seamlessly handle all of your GOLD software update retrieval tasks. No effort is required to retrieve software updates when using a GUAPPLE device. It will acquire GOLD update files automatically as well as custom loan screen updates, doing away with manually downloading and extracting software update files. One GUAPPLE unit  More...
  • 13. I am receiving a "PC5250 License Error" with an error code when trying to launch a print session. Views: 803 Public
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    Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:10.0pt; font-family:"Times New Roman","serif";} When launching a print sessio  More...
  • 14. What do the various device and print job statuses on the iSeries mean? Views: 784 Public
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    When a device first connects to the iSeries, a virtual device is created - consider it a placeholder for that workstation or printer. Only one device can exist for each ID, which is why only one person can sign into a printer at a time. Throughout the virtual devices lifecycle, there are several different statuses that device can be in. Read below for some details! Workstations VARY ON PENDING - this is the default status of the virtual device. This status means the device is ready and wai  More...
  • 15. What special characters are allowed in online banking passwords, security question answers, and personalized security questions? Which ones are not allowed? Views: 761 Public
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    For an additional level of security or to fulfill complex password requirements, members may add special characters to their passwords. They may also add special characters to their security question answers. Some members may even use the feature that allows them to create their own security question, and they may elect to include special characters in that as well (for example a question mark). Allowed special characters are listed below. Some characters have special significance to certain   More...
  • 16. What is changing on February 9, 2021* with member phone numbers as they relate to card orders and maintenance? Views: 726 Updated Public
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    **Please note that the implementation of this change was previously scheduled to occur on Tuesday, January 26, 2021. We identified the need for adjusments before deployment, and the implementation was rescheduled for Tuesday, February 9, 2021** On February 9 th 2021, CU*BASE will begin using only phone numbers that are stored in the MASTPH file when generating card activation information to send to vendors on initial card orders. The numbers in MASTPH are determined by the label/flag applied i  More...
  • 17. What is a Source of Receipt and how do I get a copy of one? Views: 726 Public
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    Source of Receipt (SOR) is the paperwork that accompanies the checks to the Check Processor. It is the documented proof of when and from whom the checks were received. SOR provides the ABA# of the bank the checks are received from, the date of the cashletter, the amount of the bundle the check was in, the position of the check in the bundle (checks before after), and the tracer number assigned to the check. On the form you'll see a couple of abbreviations: IB stands for Item Before that   More...
  • 18. On our loan credit insurance and/or debt protection posting reports, we see exception descriptions that are abbreviated. What are their meanings and did the premiums/fees post or were they rejected? Views: 692 Public
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    These message indicators appear on the CU*BASE loan insurance premium posting report (TCUNAS2 / TCUNAS3) and the Debt Protection Fee posting/exception reports (TCUNAD2 / TCUNAD3). By looking at the reports, you can tell if a premium / DP fee posted or not based on the exception. LOAN INSURANCE MESSAGES ADD SIGN - There is joint coverage on this loan. There is either no 'additional signer' record, or the birth date for the additional signer is missing or invalid. JT TO SG - There is joint  More...
  • 19. Can CU*Answers reset my employee ID password? Views: 617 Public
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    No, our CSRs will not reset the 2-digit CU*BASE Employee IDs for your staff. This must be done by an internal CU security officer. Use Tool #762 Reset Employee ID Password. It is important that credit unions insure proper training to their employees regarding the expiration of their CU*BASE Employee ID password. We deliver a warning message of expiration 7 business days prior to the staff member. If an expiration occurs, it is important someone at the credit union be available that has secu  More...
  • 20. How can I use Telnet to test connectivity to the high-availability (HA) server? Views: 607 Public
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    We strongly recommend that you regularly test access to the HA server to ensure that you can connect to CU*BASE in the event of an HA rollover test or actual disaster. We recommend that you perform this test monthly and whenever you make a change to your network. To perform this test, follow the instructions below. 1. Ensure that Telnet is installed on your workstation. If you are running Windows 7 or Windows 10, you’ll need to install Telnet. Visit http://technet.microsoft.com/en-us/  More...
  • 21. Why on an ATM or Debit card do I need to flag a member's card as "hot" and also close the same card in order to close the linked account or close the membership? Views: 605 Public
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    When a credit union statuses a member's card as 'HOT' or warm (Lost/Stolen/Fraud/Restricted), this information is transmitted immediately to your vendor to stop any further withdrawals/purchases being performed with that particular card. But at your vendor a 'Hot Card' is not considered to be a closed card. When your member's card remains at a HOT or Warm card status on CU*BASE, CU*BASE is still required to send any maintenance updates such as address change, phone numbe  More...
  • 22. We are receiving error ' CWBCO1052 ' when attempting to sign into print sessions on a new installation " The key database password is incorrect. Passwords are case sensitive ". Views: 594 Public
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    This is an issue when trying to access the IBM iAccess Key Database that holds all the certificate information necessary for using SSL. Make sure you've run the updates.cubase.org for enabling encryption as well as the everyone permission to ensure all users can access the key database file. Next you will want to access the IBM iAccess for Windows either through Control Panel or the Start Menu and go under the Secure Sockets option. Select 'Use default key database' if not already se  More...
  • 23. IBM iAccess Client Installation Instructions Views: 573 Public
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    The only requirement for installation of version 1.1.7.3 Build 8031 IBM iAccess is Admin privileges on the workstation to perform the install. It will install for all users, and it will install a 32bit or 64bit version based on the computer’s configuration. This installer is available through a link on updates.cubase.org (it will read, ‘IBM System I Install: Click Here’). Once the installer is download, right click on the file and select ‘Run as administrator’. The   More...
  • 24. I'm looking for some special Credit Bureau Comment codes for bankruptcy, but don't seem them in online help. Where can I find these? Views: 565 Public
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    The following old special Comment codes are no longer valid now that your credit data is being reported using the Metro 2 format: BU BV BW BX BY CA CB Instead, use the Consumer Information Indicator field on the loan account to report bankruptcy. This can be changed using Tool #20 Update Account Information on the loan account (click the Credit Reporting Info button to display the the Credit Bureau Reporting Information screen). NOTE: You only need to report bankrtupcy once. If the bankrup  More...
  • 25. I have a husband and wife who both receive Social Security payments to the same membership. Now that CU*BASE uses the new way of handling ACH transactions from the SSA, these are causing duplicate distributions to be posted. What should I do if my members still wish for them to be separate transactions? Views: 558 Public
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    With the 16.10 release a new cross-reference system was implemented that automatically funnels all incoming company IDs from the Social Security Administration and treat them as if they came from one, consistent company ID we’re referring to as the “Primary ID.” In cases where the Depositor ID is the same, for example a husband and wife, these ACH transactions will be handled by the same master ACH distribution record under the Depositor ID since duplicate Depositor IDs are no  More...