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  • 1. I am receiving a 'printer timeout error' when trying to print a document to my HP Laserjet 2200. What should I do? 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...
  • 2. What are the instructions to create an .fdfx companion file for my custom upload to CU*BASE? 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...
  • 3. I am receiving a "PC5250 License Error" with an error code when trying to launch a print session. 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...
  • 4. What do the various device and print job statuses on the iSeries mean? 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...
  • 5. What determines where my GOLD documents print? 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...
  • 6. What is a Source of Receipt and how do I get a copy of one? 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...
  • 7. How do I use CU*BASE tools to keep track of the beneficial owners on my business accounts and other memberships? Public
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    Using CU*BASE to Comply with New Rules for Tracking Beneficial Ownership FinCEN has issued new rules under the Bank Secrecy Act that require financial institutions to identify and verify the identity of the beneficial owners of all legal entity members (corporations, etc.). Under the final rule, credit unions are required to have written procedures to identify and verify beneficial owners of legal entity members who open new accounts on or after May 11, 2018. In addition to identifying and coll  More...
  • 8. What does the term "ping" mean and why would I use it? Public
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    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.
  • 9. What hardware is required for the CU*Answers online imaging solution? Public
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    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...
  • 10. What columns/fields, files/tables, and programs are included in the File Maintenance Inquiry "Critical Monitoring?" Public
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    When you use the filter buttons on the File Maintenance Inquiry dashboard (Tool #159: Audit File Maintenance Inquiry (CUFMNT)), indicators note which programs, fields/columns, and files/tables AuditLink has flagged as “critical” for auditing teams to monitor on a daily basis. You can quickly sort by that indicator and select only those items for a quick scan of maintenance that directly affects member accounts. Below is a listing of these critical items. Columns/Fields Field Why   More...
  • 11. What is the procedure for building a print session using IBM Client Access Express for Windows? Public
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    Make sure that drivers for the printer are loaded on the PC on which you are building the session. Test the drivers by printing a windows test page unless you are using a thermal receipt printer. DO NOT SEND WINDOWS TEST PAGES TO THERMAL RECEIPT PRINTERS! Once you know the printer is set up correctly, then perform the following steps: 1) Go to Start>Programs>IBM Client Access Express>Emulator>Start or Configure Session. 2) Select Configure. 3) Set the System Name to WESCPROD.  More...
  • 12. Is it possible to return a check that will be considered a late return? Public
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    The IP Dept. will return any check requested by the CU. However, no IP staff member can guarantee acceptance of a late return by the Depositing Bank. The Depositing Bank is allowed sixty (60) business days, from the charge date of the return, to file a late return claim. When a late claim is filed, the Paying CU will receive a debit, the original check, and all other supporting documentation for the claim. If the Paying CU can not prove the check was returned timely, the debit stands and there  More...
  • 13. How to Use the CU*Answers Network Services Help Desk Portal Public
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    Log in to the Help Desk Portal Navigate to helpdesk.cuanswers.com – Select Help Desk Enter your Email and Password . Click Submit . You are taken to the Help Desk Portal Home page: Log Out When you are finished using the Customer Portal, click the Log Out link on the top right hand portion of the screen. My Account The My Account link is located at the top right hand portion of the Customer Portal Screen. It will enable you to edit your Account Details. Naviating the Help Desk Port  More...
  • 14. How does the new membership denial of service fraud block list work? Is the employee blocked from opening a new membership for the member? What happens when a match is made to an entry on the new membership denial of service fraud block list? Public
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    You can add an entry to the new membership fraud block list as an individual or organization. This fraud block list is different than other service denial lists in that it allows you to enter a name on the list without a Social Security Number. See more about the rules for adding a name to the new membership list in the other topic linked to this Answer Book item. This fraud block list is designed as a supplement to the “Deny Membership” check box available on the non-member recor  More...
  • 15. What are the differences between online ASP an in-house? Public
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    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...
  • 16. I am transitioning to Tool #1375 for my data transfers, what information do I need to know? Public
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    The previous tools used for uploading and downloading to and from CU*BASE will be retired when your credit union recieves the 20.07 CU*BASE software release. For online and Site-Four credit unions, that date is Sunday, July 12. Self-processing credit unions will receive the release the following Sunday, July 19. To replace the two tools, a new tool was introduced in November 2018, Tool #1375 Data Transfers (Upload or Download) . Following the release, this tool will be the default data transfer  More...
  • 17. A member account has a "P" in the ACH column next to her 000 savings. When I try to view what is pending, there are no pending items. Why is the P there? Public
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    The pending transaction can be found by printing the warehoused ACH transactions (Tool # 693 Print Warehoused ACH Transactions ). In this case there was a pending withdrawal for the member's 000 account. It can be found on the PACHSU report as an invalid account. However, the program for pending transactions only uses the company ID and the Depositor Id to look up an entry in the ACHSUS and ACHDST file. So that was enough information to see the P for Pending without actually being able to   More...
  • 18. I understand CU*Answers is in the process of updating its current SSL certificate to industry standards, and this requires each computer that is being used for CU*BASE printing to be have a file updated. What do I need to do? Public
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    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...
  • 19. If a loan category is configured for a single payment per period (members are not allowed to pay ahead), at what point does the system know when to advance the next payment date and when it should not? Public
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    The answer depends on the payment period window, which runs from due date to due date (not calendar month). This is best illustrated by an example: A member has a loan with a monthly payment due date of July 25. A payment is made on June 30, advancing the due date to August 25. If another full payment is then made before July 25, the due date will not advance, because the loan is still within that same payment period window. If a full payment is made after July 25 (even if it's still in  More...
  • 20. If our tax forms are uploaded to It's Me 247, how will members who are not enrolled in eStatements receive their tax documents? Public
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    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...
  • 21. I am recieving the following error message on my HP 2300DTN printer: "Solving 41.3 Unexpected Size in Tray XX error." What should I do? Public
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    This error occurs when trying to print a document that is specified for one size of paper to a tray in the printer that is set to print on a different paper size (for example, printing a document that is designed for an 8.5” x 11” sheet of paper to a tray that is set to legal size paper). The error can also occur if you have the wrong size paper in the drawer. The solution to this problem is you either have to change the tray to which you are printing, or change the setting of the tray on the pr  More...
  • 22. When ordering a card for a member, which phone numbers are sent to the vendor? Public
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    Phone numbers that are flagged as Nighttime, Daytime, or in some cases Mobile phone in the member record will be sent to the vendor. Phone numbers labeled as Nighttime will be the primary phone number that defaults into the card activation field when using Tool #11 and Tol #12. Phone numbers labeled with the daytime flag will be the secondary phone. Phone numbers labeled as Mobile will only be transmitted to vendors that accept this information (currently, Fiserv, JHA, Co-Op and FIS ).
  • 23. Explain the differences between a joint owner and a miscellaneous owner. Public
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    Both of these terms refer to types of Secondary Names records that can be linked to individual savings, checking, certificate and IRA accounts. There are actually three types of links, tracked via records in the SECNAMES (Secondary Names) database table: Joint owners (type J ) Beneficiaries (type B ) Miscellaneous owners (type M - added with the 18.10 release) All are simply links from an account to another membership (MASTER) or non-member (MSNONMBR) record. Labels used when displaying t  More...
  • 24. Can I print DBA names on statements and other documents? Public
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    Your credit union can elect to print the DBA name instead of the primary member name on all standard (non-custom) correspondence (use the link below to see the list of documents). This flag will be turned off by default. With the CU*BASE 9.2 release (August 2009), this flag is set as part of the Membership Designation code configuration, which means that you can set it differently depending on the type of membership. For example, you might want to use the member's name on most memberships  More...
  • 25. How do I deal with a terminal or printer session that is locked up or that has dropped its connection? Public
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    Here are a few helpful tips that may help you if a terminal or a printer session stops working. All of these fixes can be handled right at your office using Tool #762 Reset User Password/Device. When a terminal is not working or is locked up, authorized branch personnel may follow these simple procedures. Your printer and terminal sessions should reset and you’ll be right back to business. TERMINAL: 1. Launch Tool #762 “Reset User Password / Device.” 2. Insert  More...