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1.
How do I reset an Epson TM-T88III printer in order to clear its memory? Views: 820
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.
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2.
What are the differences between an online ASP and in-house e-document strategy? Views: 658
The differences ultimately come down to control and cost. The online ASP system is the fastest, simplest, most inexpensive way to get started with an e-documents strategy for your credit union. With online ASP you offload the back-end service management headaches to CU*Answers. We manage, backup, secure, and patch/upgrade the eDOC servers and databases and these processes fall under our SAS 70 and third party security audits. The online ASP system consists of electronic storage of receipts, loan More...
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3.
If our tax forms are uploaded to It's Me 247, how will members who are not enrolled in eStatements receive their tax documents? Views: 287
Regardless of whether a member is enrolled in eStatements, the member will receive a paper copy of their tax documents in the mail, provided they earned enough dividends (or paid enough interest) through the tax year to qualify for a tax form. The presentation of tax documents in the My Documents section of It's Me 247 is an additional convenience that makes the forms readily available online, often earlier than they are provided by via mail. If you are not currently offering this feat More...
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4.
I have an in-house image vault. Are there any special requirements if I want to use the auto-launch feature for photo IDs? Views: 236
Yes, there are requirements for code version and configuration settings you'll need. If you utilize CU*Answers Imaging Solutions for release management, you are are all set with your code versions; however, it will required configuration settings. Contact Imaging Solutions to leverage this feature. If you do not leverage Imaging Solutions release management, you will need to work with both your imaging solutions provider and CU*Answers Imaging Solutions.
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5.
What hardware is required for the CU*Answers online imaging solution? Views: 206
To take advantage of the CU*Answers online imaging solution, there are a few required pieces of hardware. Each branch will each need an Gweep upload appliance to transfer the electronic images to the secure database. Additionally, scanners are needed to capture photo IDs (and supporting documents for loans), and signature pads are needed at each workstation where receipts are signed. Thermal printers are required for the system. These hardware devices are described in more detail below: Gweep U More...
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6.
How do I remove old Topaz Signature Pad Driver files no longer needed? Views: 187
Unwanted Topaz Systems Driver files may be located in a few different locations depending upon which version of windows you have. You will likely need to be logged on as a local administrator to remove them. They can exist on any workstation running ProDOC regardless of whether or not a signature pad is attached. For Windows 7 or 8 The current version in use should be located here: C:\Windows\SigPlus\SigPlus.ocx and should not be removed. Before you begin make sure this is version 4.4.0.22 o More...
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7.
How do I refresh my signature pad settings (SigPlus.ini)? Views: 177
The model and connection information for you signature pad is stored in the SigPlus.ini file. This file is located in the C:\WINDOWS directory in Windows XP or newer, or C:\WINNT in Windows 2000/NT. In most cases, the correct SigPlus.ini for your signature pad model is located on the iSweep in the Configs folder. If your signature pad is not capturing information on your workstation but the signature is showing up on the LCD screen, you may need to refresh this file. To do so, you first need More...
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8.
I just got a new laptop and when I try to log in to CU*BASE GOLD it takes several minutes, and then I get an error message, "Cannot Connect() to server." Views: 169
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...
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9.
How do I set the COM Port for a topaz signature pad in ProDOC? Views: 118
To set the COM Port of a signature pad in ProDOC, you can either go through the interface (preferred) via: Right click on the ProDOC icon in the system tray click on Setup. On the General tab select the port from the Use Signature Pad Connected To: drop down. OR directly through the .ini file by: Opening the prodoc.ini file located in the program files\doclogic\ProDOC\prodoc.ini Find the line that reads: Pad=x and change it to read Pad=(COM port) For example if your pad is on COM2 then you wo More...
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10.
How do I activate (or deactivate) the auto-launch feature for Photo IDs in teller? Views: 111
Online credit unions must contact a Client Service Representative to change the setting of this flag. Self processors can change it in CU Master Parameters (OPER > 10 > 1). This flag is at the credit union level, meaning it will affect all users.
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11.
How do I know which version of the Topaz signature pad drivers are installed on my PC? Views: 105
1) Go into the Windows control panel and select “Programs and Features” Verify that one of these conditions is TRUE: Your system contains the highlighted line in the image below showing the correct version number of 4.4.0.22. Your system contains the highlighted line with any version PLUS the line showing Topaz SigPlus Upgrade published by eDOC Innovations Inc. 2) If you are not on the ccorrect version and need to upgrade go to updates.cubase.org and run the Topaz driver inst More...
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12.
How long are my daily and monthly reports available online via CU*Spy? Views: 98
Starting in April 2020, online retention of CU*Spy daily and monthly reports will be 12 months. (Prior to April 2020, reports were retained for 90 days.)
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13.
What products does eDOC Innovations offer? Views: 98
eDOC Innovations offers a full suite of e-document solutions. This includes paperless receipts, loan forms, reports and statements as well as eSign and Check 21 solutions. Together with CU*Answers they offer three different integrated document storage or vault models. For more information about eDOC Innovations and how they can automate your document workflow, contact John Beauchamp at jbeauchamp@edoclogic.com or phone 800 425- 7766 extension 228. edi edoc edocs
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14.
If I turn on the auto-launch feature for Photo IDs in the teller system, will the ID appear faster than it did before? Views: 98
Performance should not be noticeably different. Remember that basically all the feature does is click the Verify My ID button for you, saving you the trouble of that extra click, and allowing you to continue working while the ID is loaded. Other than that the process works basically the same as if you'd clicked the button yourself. The ID image is still in the same place it was before, and the system still has to go and find it and pull it back for you to view.
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15.
When I try to search for a receipt in the iDOCVault, I get a "No Tables or Cabinets Found" error message. Views: 97
Please contact the WESCO Net Systems client service team to get this issue resolved. This is typically caused by an error on the iDOCVault server itself and needs to be corrected by our Internal Networks team.
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16.
What is included in the monthly iSweep management service? Views: 96
As part of the monthly iSweep management service, CU*Answers 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 iSweep(s) can only be done if all of the network requirements for the iSweep are met. Please refer to this article . Security updates - all iSweeps run a version of More...
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17.
My tellers are seeing an error "Unable to display image. See log for details" every time they enter an account number in the teller system. What do I do? Views: 94
This can occur if you have an in-house eDOC vault that is not running the correct software versions to support the photo ID auto launch feature for CU*BASE Teller Processing. See the Related Article below for more details. If your tellers see the message below every time a member is selected, first contact a CSR to deactivate the auto-launch feature, then contact eDOC to schedule your upgrade.
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What do I do if I think my signature pad is failing? Views: 93
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...
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19.
Signatures aren't displaying properly (or are being partially cut off) on my Topaz signature pad. How do I calibrate my signature pad? Views: 92
Follow this link for a step-by-step guide to field calibrating your signature pad: http://www.topazsystems.com/Software/download/calibrationintructions.pdf . Although a 4 x5 signature tablet is shown in the guide's pictures, these steps will be the same for any Topaz signature pad with the following exception: If you're using a wireless signature pad, you can ignore the part about plugging the pad into the computer. However, you will need to make sure the unit is powered on (the green LED light More...
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My credit union has its own in-house eDOC vault. Will I be able to activate the auto-launch feature that automatically displays photo IDs from the teller screen? Views: 87
Yes, assuming your eDOC server is at the right release level and confgured properly (see related links below).
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21.
I'm using the auto-launch for Photo IDs, and on one of the accounts I saw an ID that didn't match the person I was serving. How can that happen? Views: 82
An indexed database like the photo ID vault is only as good as the data typed into the index fields on each image stored. When IDs are scanned it is critical that the SSN entered is correct. If this accidentally gets deleted (reset to 000-00-0000) during the scanning process, or someone fat-fingers a stray number into that index field while saving, that ID image is now attached to the wrong SSN. CU*BASE uses that SSN to locate the ID. If multiple IDs have been scanned under the same SSN, the More...
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22.
What browsers does CU*Spy support for member eStatements? Views: 65
CU*Spy supports current versions of IE , Firefox and Chrome. Safari is not officially supported but typically works. Usually if Safari has issues, in our experience, it is with displaying PDFs. Should this occur, this issue is outside of the CU*Spy web application and exists between the browser and it's ability to display PDFs and therefore we have no ability to correct this situation.
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23.
Why do my Email Statements that are sent out randomly scale some pages incorrectly? Views: 65
This is most likely caused by the format of a PDF attachment that you are including with the statement. All PDF attachements must be formatted to 8.5 X 11 page size.
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24.
What's the difference between a GUAPPLE and an iSweep Upload Appliance and why do I need both? Views: 63
First and foremost the biggest difference is that a GUAPPLE has a Linux operating system and an iSweep appliance has a Windows operating system, however the differences don't stop there. A GUAPPLE's purpose is to update the CU*Base GOLD software, where an iSweep appliance updates the CU*Base eReceipts and Photo ID capture software. Additionally, the iSweep appliance uploads all the documents created by the eReceipts and Photo ID capture software and acts as a layer of redundancy in the e More...
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25.
How do I get to the iDOCVault? Views: 63
If ProDOC is installed on the workstation, there should be an icon on the desktop that will link directly to the iDOCVault. If ProDOC is not installed on the workstation, or the icon is missing from the desktop, open your Internet Explorer web browser and type the following URL in the Address line: https://idocvault.cuanswers.com/scripts/login.php
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