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  • 1. How can I contact CU*Answers for CU*BASE software or Technical Support? Views: 1042 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: 4763 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. What is a GUAPPLE unit? Views: 3219 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...
  • 4. When looking at the ATM/Debit or Credit Card Activity screen, what does the indicator in the Type and Transaction Description mean? Views: 2459 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...
  • 5. How do I test a topaz signature pad in a Windows environment? Views: 1841 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...
  • 6. What is the difference between "Decreasing Life" and "Level Life" coverage? Views: 1697 Public
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    Decreasing Life is used to indicate the amount of coverage decreases over the term of the policy. So, used in credit insurance, the coverage drops as the loan balance drops. Level Life indicates the amount of coverage and cost remains until the policy terminates. Note* - GIven that a balloon loan has a portion where the amoritzed balance decreases and the balloon amount remains, CU*BASE does NOT support the use of both decreasing life and level life on the same balloon loan.
  • 7. I am receiving a 'printer timeout error' when trying to print a document to my HP Laserjet 2200. What should I do? Views: 1334 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...
  • 8. Can I have CU*BASE default the applicable delinquent fine code into that field when I am building a new loan request? Views: 1310 Public
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    Yes. There is an Amortization Default option available in each of your Loan Product Code configurations which allows credit unions to default amortization criteria such as: Delinquency Fine Code, Rate, Payment Frequency, # of Payments etc. The system will then default this value into the applicable fields when creating a new loan request. These defaults are intended to provide consistency for all new loan requests, but can be changed/edited during the loan request process if necessary.
  • 9. How do I find my workstation's IP address? Views: 1233 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
  • 10. A large loan payment was made in error so it was reversed using the "95" Account Adjustment code. Why would the Auto Funds Transfer system transfer the exact amount of the reversal in the evening? Views: 1142 Public
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    The large loan payment was applied as a principal-only payment, which does not move the next payment due date on the loan. When the payment was reversed using the 95 reverse loan payment code, the due date was backed up and made the loan delinquent. That evening, the Auto Funds Transfer system tried to satisfy the delinquency on the loan because the delinquency control flag was turned on in the AFT record. Whenever you reverse a loan payment, make sure to review the loan due date before an  More...
  • 11. How do I reset an Epson TM-T88III printer in order to clear its memory? Views: 1085 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.
  • 12. What are the instructions to create an .fdfx companion file for my custom upload to CU*BASE? Views: 1083 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...
  • 13. What determines where my GOLD documents print? Views: 1081 Public
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    This comes from the Workstation Device Configuration in CU*BASE. To view or change this: Launch Tool #326 CU Hardware Configuration Select Terminal/Workstation In the list of workstations, locate the ID of the workstation you are looking up and double click on it (or just type the ID and press Enter) This will open up the terminal's configuration in CU*BASE. In the middle is the list of default printers where your documents will print: General Printer - this will be the printer to which a  More...
  • 14. LegaSuite Client Upgrade Instructions (2021 upgrade to v8.5.4) Views: 1022 Public
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    Network Services Managed Clients For CU*Answers managed clients, you don’t have to do anything! Clients managed by Network Services will have this update pushed out to your workstations and installed automatically. Non-Managed Clients The update file will be made available on your GUAPPLE. You will be able to download it from http://<guappleip>/install85.exe (<guappleip> will need to be replaced with the IP address of your GUAPPLE). This will need to be installed on all works  More...
  • 15. Can CU*Answers reset my employee ID password? Views: 928 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...
  • 16. What web browsers does It's Me 247 Online Banking support? Views: 909 Public
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    Refer to online banking help using the link below for current usage requirements.
  • 17. What special characters are allowed in online banking passwords, security question answers, and personalized security questions? Which ones are not allowed? Views: 891 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...
  • 18. Do you have an explanation for members concerning the APYE calculation on their statement? Views: 882 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...
  • 19. What is changing on February 9, 2021* with member phone numbers as they relate to card orders and maintenance? Views: 872 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...
  • 20. I changed my workstation configuration in CU*BASE to specify a certain "General Printer" ID, but my screen shots are still going to another printer. Why are they not going to the ID I defined? Views: 862 Public
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    The General Printer ID that is specified in Tool #326 CU Hardware Configuration does not control where screenshots are printed. The screen shot configuration needs to be changed on the virtual workstation device. Contact the network help desk for assistance. There should be 3 sessions per workstation (G0, G1, and G2). The screen shot printer can be modified here.
  • 21. 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: 815 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...
  • 22. What is stand-in processing? Views: 815 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...
  • 23. We are thinking of activating the new See and Jump features for online banking. Can you explain the thinking behind the security, and why only an account owner can have this access? Views: 810 Public
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    There are two major points to consider when thinking about allowing members to see information beyond the account to which they are actually logged in. Both extend beyond online banking to consider a financial institution’s role and responsibility in protecting member private data via all access channels, from the teller line to a back office employee answering a phone call. (1) How does a credit union generally recommend or facilitate a member giving access to their private informatio  More...
  • 24. 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: 766 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...
  • 25. I am receiving a "PC5250 License Error" with an error code when trying to launch a print session. Views: 762 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...