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.

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...

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...

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...

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...

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...

To calibrate the scanner, you will the need calibration sheet that came with the hardware. It is typically a white sheet with a large black bar running across the lower third. Make sure ProDoc is signed in then right-click the ProDoc icon in the system tray (near the time). Select the Scan option. Click the Scan Page button at the top of the page. Select the Calibrate button near the bottom and insert the calibration sheet into the scanner. Make sure to pay attention to the directional   More...

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...

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...

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...

MVI is an acronym for Millenal Vision Incorporated. They are an electronic document capture/storage vendor and a competitor to eDOC Innovations. As of 01/01/2010 CU*Answers has 4 CU's utilizing their products. By Postal Mail: Millennial Vision, Inc. 4578 Highland Drive, Suite A-150 Salt Lake City, Utah 84117 By Telephone: Telephone: 801-277-6686/ 888-684-6684 Fax: 801-277-6696 Technical Support Phone: 801-277-6686 By E-mail: Sales Information: sales@mviusa.com Technical Support: support@mviusa.c  More...

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.

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...

You can edit and delete erroneous documents. This is performed through idocVault and cannot be done on CBX. Anyone that is in the CUADMIN user group on idocVault, will have permissions to edit any document. They can delete, edit indexes, or move it to another table. For example if a receipt ended up in the Photo ID table they could move it to the receipts table. If they do not see the edit button (All the way over on the right of the document list in idocVault) then either they don't have pe  More...

Yes. Since this vault is a shared resource, it's important that we all do our part to keep it running as efficiently and smoothly as possible for everyone who uses it. One of the ways to do this is to use appropriate settings when scanning hard-copy documents in to be stored in the vault. For photo IDs , the rules are baked right into the CBX software, so if you scan an ID, the Native Receipts system will automatically optimize the image to use grayscale, 100 dpi resolution, and a scan si  More...

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...

CU*Answers hosts the solution and builds as much redundancy as practical into all critical networked systems. We utilize redundant load-balanced firewall systems to ensure security devices do not have single points of failure. The ASP e-receipt server systems are built with redundant power supplies to enable normal operation in the event of a power supply failure. All ASP systems are connected to our survivable power grid featuring robust UPS systems and natural gas generators with auto transfer  More...

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.

For security reasons, the iDOCVault verifies the time set on your workstation when access the site. If your clock is more than a few minutes off, the server will throw the expired timestamp error message. To fix this, please adjust the time on your workstation to match the current time. To do this, double-click on the time display in the lower right-hand corner of the screen. On the Time Zone tab, make sure the correct time zone is selected, and, if you are in an area that observes Dayligh  More...

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.)

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...

During the initial rollout the Imaging Solutions team will be offering regular training webinars to explain what your staff will need to know, as well as show examples of the member experience. We’ll record some of these sessions and post them online for your team to review. We’re also working on a couple of demo videos that will show the software in action and give tips for new users. Visit http://www.cuanswers.com/products/imaging-solutions/ for the latest details.

Yes. The first time someone sends a document for e-signing the system asks for a name and email address and that is used as the “from” address on the outgoing emails to members. Whenever someone signs, an email is sent to that address alerting that a signature has been captured. We will also configure a generic email address for your credit union that the system can use for any subsequent notifications, and this should be a group email that gets routed to multiple people at your cred  More...

1. Make sure the pad is connected to a known working PC, not a laptop. 2. Connect the pad using a Y adaptor. This Y adaptor should have a serial connection on one end and both a serial and PS/2 connection on the other. Connect the single Serial end to the Pad and the other serial connection to the computer. Next connect the PS/2 connection to a free PS/2 port on the computer. This is required to supply the pad with the necessary power. If there is a conflict with port availability adapters are a  More...

To provide idocVAULT Administrator Access, an existing Administrator will need to: Login to idocVAULT, using the “My Document / Image Vault” button from the CU*BASE Timeout window Under Settings, Select Users. From the drop-down menu, select User Information. Select your user from the drop-down menu. Select User Permissions and Groups. Add the CUAdmin_CUA CU # (your CU#) permission to their account. Save the changes. Once the user has been granted Admin Access, they will n  More...