General Requirements CU*BASE GOLD, CBX, and the associated cuasterisk.com software suite ( Station Control , ProDOC, SearchLink, etc.) require that the following networks be routed to the cuasterisk.com network (typically via a CU*Answers Cisco router): For all CU*Answers privately routed networks below, all ports/services should be allowed outbound from any device accessing CU*BASE or CBX. Required for standard Production connectivity: 63.150.21.96/27 63.236.240.16/28   More...

Download the Software Note: Our network requirements have been updated and can be found here . Please verify with your IT vendor that these changes have been put into place before attempting to download Station Control. You can download CBX from this link . Site-Four clients please use this link . Instructions for Manual Install of CBX Station Control Run the downloaded CBX Install Suite Prod CBX1.exe installer. This will require administrative privileges on the workstation. 1. On the CBX In  More...

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 10, you’ll need to install Telnet. Visit https://social.technet.microsoft.com/wiki/conten  More...

To ping a network device, you will need to open a command prompt: In Windows 7, click on the Start button and type cmd (without the quotes) then press Enter. In Windows 10, type the following into the Windows Search box: cmd , and when the result appears, right click and select Run as Administrator Once the command prompt is open, you will need to type the word ping followed by the name or IP address of the network device you want to ping. To test connectivity to the High Availabil  More...

These files should automatically be placed into the correct spots to ensure that Iaccess continues to work without any problems. If you want to verify that you have received this file you can follow these few steps: Open My computer Navigate to c:\users\public\documents\ibm\client access\ Verify the current file size of “cwbssldf.kdb” If this file size is 30kb then everything worked correctly and you don’t have to do anything else. If this file size is different follow steps   More...

While it is possible that an issue someone runs into on a website is an issue with the web server or a programming issue with the site, it is very important to rule out any browser or workstation incompatibilities first. If the website is not being opened in a supported browser, for instance, it can cause errors that would otherwise not exist. So what are some standard troubleshooting steps than can be taken? Are you using the latest version of your browser? Just like any other piece of software  More...

Ping stands for P acket IN ternet G roper, and is a utility that is used to verify a connection to another connection on the network, remote network, Internet, ...etc. It sends out a packet and waits for a response from the target. Pinging is primarily used to test and debug network connectivity. The Systems Department at CU*Answers might ask you to "ping" a few IP addresses to make sure you are able to communicate with devices before troubleshooting more complicated issues.

This is how to check your current network settings. The procedure varies depending on your computer's Operating System: For Windows 2000 or XP Right -click on the Start button and select Explore . Scroll to the bottom of the left hand pane, then right -click on My Network Places and select Properties . A new window will pop up and you should see Local Area Connection in the window. Right -click that connection and, again, select Properties . A separate window should pop up and you shoul  More...

The purpose of these steps is to assist credit unions in connecting to their virtual environments during the week of testing. 1. Install the Omnissa Horizon Windows Client. Download the Omnissa Client for Windows. (Click HERE to download the file) Click the Download Now button, wait for the client to download, then open the file to start the installer. Select Agree Upgrade. The installer will run through and apply any patches or prerequisites. Once completed, the installer will ask you to   More...

NOTE: This Knowledge Base item will be adjusted as more is learned about CBX. This DOES NOT supersede the existing network components but complements them. Ports are TCP unless noted. In addition to the routes listed in the CU*Asterisk Network Requirements Knowledge Base item , self-processors must also route the following to CU*Answers: 63.236.240.89/32 10.10.1.0/24 Requirements for CBX: CU*Answers requires any CBX environment to be in an isolated, sole-purposed DMZ to protect you from our netw  More...

CNS offers our clients a variety of solutions to maintain software hygiene on their networks. Most of these solutions are automated, and with user cooperation to complete reboots, it's relatively easy to keep your systems up to date with current software versions. However, there are some important limitations to the automated processes that are important to understand. This article presents those considerations. For Complete Care Clients that do NOT Elect Third Party Patching Services:   More...

To set CBX as the home page to automatically open when Edge launches, follow the steps below. 1. Open Edge. Click on the three dots in the upper right-hand corner. Click on “Settings”. 2. Navigate to “Start, home, and new tabs” on the left-hand side of the screen. 3. Under “When Edge Starts”, select “Open these pages:” and click the “Add a new page” button. 4. In the “Add a new page” dialog box, enter the following URL (htt  More...

As a result of a January 2018 Windows 10 update, you will need to join your Windows 10 iSweep to your domain. This will be handled internally for Network Services Managed Clients, however, non-managed clients will need to have Network Services work with their IT staff/third party IT company to setup a new local account on the machine in order to join this unit to your domain and complete the additional steps. Configuring Group Policy and Active Directory Active Directory Configuration Open Act  More...

As we transition from CU*BASE GOLD to CBX, we are shifting from an application that runs directly on a workstation to a more modern, browser-based solution. Previously, CU*BASE GOLD relied on command-line arguments and local temporary files to interact with multiple applications. This approach is not sustainable for the future, as web browsers lack the capability to execute command-line requests and require called applications to be installed and registered on the system. To address this limitat  More...

Credit union FROM email addresses are closely regulated and monitored within CU*BASE. As a mass email sender, and as an entity that sends on behalf of the network of credit unions, CU*Answers must meet standards of compliance set forth by email service providers, such as Google and Yahoo. Many of these standards rely on our email being delivered to appropriate and accurate member emails, from correctly configured credit union emails. If we fall out of compliance with these standards, we run the   More...

This can happen if you have the Launch ProDOC when logging in option turned on in your Preferences (click the Preferences button or use F5 while on the CU*BASE Home page), if the workstation you are using does not actually have ProDOC installed. ProDOC is installed locally, but your CU*BASE GOLD preferences are attached to your CU*BASE employee ID, which means they are used no matter which device you are using to log in. Usually that's a good thing, but if you happen to use a workstation  More...

This will happen if you do not have access to YouTube, which hosts the videos found on the CU*Answers OnDemand site. To fix this problem, ask the IT person or network administrator at your credit union to enable access to YouTube. Another reason could be your browser. If you are having trouble with a particular video, try re-launching it using Internet Explorer rather than Chrome or other browser. The reason we are putting online course videos on YouTube now, instead of on our own server as  More...

As part of the monthly GUAPPLE management service, CU*Answers Network Services performs the tasks listed below. All units are monitored 24x7 by a custom management application hosted at CU*Answers. In addition to the daily monitoring, quarterly audits are performed against the units to ensure everything is up to spec. Important: Fully managing the GUAPPLE(s) can only be done if all of the network requirements for the GUAPPLE are met. Please refer to this article . Security updates - all GUAPP  More...

From now on, you will not need to do anything to retrieve software updates. Your GUAPPLE (GOLD Update Appliance) device will acquire GOLD update files automatically as well as custom loan screen updates, doing away with manually downloading and extracting software update files. GUAPL GUAPPL

At CU*Answers Network Services (CNS), your service issues are important to us, and we want to resolve them as quickly as possible! Our goal is to resolve your issue in 12 business hours from our team engaging with you on your service request. Here are the best ways to engage with CNS support: Voice: A phone call is usually best for urgent issues requiring immediate attention. Our toll-free number is 800-327-3478 option 2. CNS staffs our phone lines with trained technicians who will work to resol  More...

Log in to the Help Desk Portal Navigate to https://cuanswers.myportallogin.com . If you already have an account, click Sign in. Enter your email and password. Click Login to be directed to the Home page (shown below). If this is your first time logging in, click Sign up. Enter your information below. Click Sign Up. You will receive an email to verify your account. Once confirmed and logged in, you will be directed to the Home page (shown below). Log Out When you are finished using the Customer  More...

Launch Tool #326 CU Hardware Configuration. Select either Terminals or Printers. This will bring up a list of the devices currently built in your CU device library. Double-click the device you want to review.

Basic initial troubleshooting: Move the signature pad to a different USB port Move the pad to a different workstation that has a working model If the workstation isn’t capturing the signature, but it is visible on the pad, try refreshing the SigPlus.ini file (see Related Link below). If nothing is captured on the pad, remove the batteries and the tip from the pen. Place the batteries back in, then gently slide the tip back in. Often the pen tip will not make the connection needed to star  More...

CU*Answers is occasionally asked about controls regarding ransomware and backups. Some questions are related to our data processing software (CU*BASE) and others are related our Imaging System (CU*Spy). CU*Answers and our credit union clients are on entirely separate, segregated networks, and therefore it is highly unlikely if one business victimized by ransomware that both entities would be affected. The CU*Spy discussion does not apply to clients that have their own in-house imaging solutio  More...

An IP Address or I nternet P rotocol address is a communication configuration that is set up on a workstation that enables the workstation to see/be seen by others. It consists of 4 numbers (ranging from 0 - 255) seperated by periods called octets. An example is 192.168.0.10. Each workstation must have a unique IP Address. Think of an IP address in terms of a home address. Each home has its own street address. When information (such as mail) needs to reach the destination (your home), th  More...