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  • 1. How do I train my staff how to send loan documents and other forms out for e-signing? Public
    Preview
    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.
  • 2. How can I use Telnet to test connectivity to the high-availability (HA) server? Public
    Preview
    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...
  • 3. Can a CSR reset my employee ID password? Public
    Preview
    No, our CSRs will not reset the 2-character CU*BASE Employee IDs for your staff. This must be done by an internal CU security officer. Use Tool #762 Reset Employee ID Password . (This can also be done via Tool #327 CU*BASE Employee Security using the Reset PW option.) 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.   More...
  • 4. What Education does CU* Answers offer? Public
    Preview
    CU*Answers strives to accommodate our clients by offering training in many different formats, from full classroom offerings (see the current CU*Answers University Catalog) to online learning and web conference sessions. We also offer individual training sessions, and workshops which can be held either at a credit union site, or here at CU*Answers. For credit union staff to train internally, we offer our web-based online courses as well as hands-on learning using a pretend CU*BASE credit uni  More...
  • 5. My credit union is part of Xtend Shared Branching. Can we ever be included in a CU*BASE release beta test? Public
    Preview
    It depends. Using shared branching does not automatically exclude you from the beta pool! But the specific changes being made can affect how your credit union works with others who are not part of the beta. The most common example is shared branching but might also include vendor relationships as well. This becomes an issue when the release includes changes to the database structure itself (new data in files or changes to the data’s format). CU*BASE requires that all of the data used   More...
  • 6. We have auditors in and they are asking about what penetration testing has been done with our online banking product. What information is available to provide them? Public
    Preview
    CU*Answers has a rolling schedule of network security audits and assessments including internal and external penetration testing. We do not limit the scope of these tests to just the online banking environment. We also do not publish the results or reports from these tests for security reasons. The test results are reviewed by our Executive Team, our Board of Directors (made up of peer credit union CEOs), as well as examiners from the NCUA and state regulatory agencies. They are also reviewed b  More...
  • 7. How do I test a topaz signature pad in a Windows environment? Public
    Preview
    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...
  • 8. How do I schedule my staff for online training? Public
    Preview
    If you are a new client, the CU*BASE Conversion Team will provide you with a tentative schedule for the 3 weeks of virtual or online training. You may adjust this schedule as needed, assign trainers, and attendees. For existing clients, visit our web site at www.cuanswers.com , click Clients then Education to view all education opportunities, including online courses.
  • 9. How do I update links to CU*BASE online help to make sure these links work properly? Public
    Preview
    With the changes we’re making to CU*BASE with ING and FEP, the links/URLs in CU*BASE online help have all been updated, so now is a great time to make sure your online help links are working correctly, if you use any of these links in your training materials and other documents. To ensure your online help links are up to date and working correctly, follow these steps: Check to see if any of your training materials/other documents contain outdated online help links. The link is outdated  More...
  • 10. What is changing on February 9, 2021* with member phone numbers as they relate to card orders and maintenance? Public
    Preview
    **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...
  • 11. What time-frame should I consider when turning on PIB? Public
    Preview
    Online Banking continue to work just fine whether you decide to activate PIB or not. Yo u should not activate PIB without some careful planning and preparation. You need a plan. A plan for marketing the change to members. A plan to train your staff. A plan for rolling out the changes with an acceptable level of disruption to members and staff. A plan to handle the increase in phone calls and frustrated members. A plan to make this part of your process for opening new memberships.   More...
  • 12. How do you go about "pinging" an IP address? Public
    Preview
    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...
  • 13. What is Audit Link? Public
    Preview
    The Audit Link service consists of three interrelated business activities. The first is an overall analysis of the credit unions needs, hot buttons, and recent audit or examination findings. This analysis is designed not only to tailor the program for the credit union but also to facilitate an overall general compliance tune-up. The second area of this initiative is the development of a daily, monthly, and quarterly roadmap of tasks to be completed. This is where the credit union would see the  More...
  • 14. Can online banking download to current versions of Quicken? Public
    Preview
    Yes! We offer this service so that you can allow members using current versions of Quicken to download data from online banking. ( It's Me 247 will also continue to offer the older QIF file format which works with Quicken versions 99 through 2004.) As explained in the brochure (see the link below), there is a startup and an annual maintenance fee from Qucken to offer this feature to members. (CU*Answers has paid for all of the development and testing and will not charge your credit union a  More...
  • 15. How do I remove old Topaz Signature Pad Driver files no longer needed? Public
    Preview
    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...
  • 16. When any of our members updates their personal information through "It's Me 247" they get an email letting them know there was a change. At the bottom there is a signature that we would like to change. Public
    Preview
    To update a signature line in CU*BASE you’ll use the Tool #497 Member Connect Marketing Tools. (You will need a file name to move forward, so it can be helpful to have a test file created in your QUERxx library for situations like this.) NOTE: For Member Reach clients, Xtend has previously created a file ‘MBRRTEST’ that will allow you to access the Message Maintenance screen. Select Online Banking and/or email message from the first window and then press Enter. On the Me  More...
  • 17. How can I create a report of members who received unemployment deposits in a given month? Public
    Preview
    The best way to gather this information is via Report Builder (Query), This report will require building a string query to identify memberships who have received unemployment deposits in a given month. Please Note : Using Tool #100 to build queries typically requires training. The information written below assumes the reader already has entry-level understanding of database terminology and query skills. Building the query is one part of a total strategy: Find and list the members receiving unemp  More...
  • 18. How does the A2A process get started? Once the form is filled out what do I do? Public
    Preview
    The first step is to make sure your credit union has filled out the 3 required forms: Sign Up Form, Electronic Payment Service Agreement, and Fed ACH Participation Agreement. There is also a non-disclosure agreement to sign to receive a copy of Magic-Wrighter's SSAE-16 audit results. Once the Client Service Team has received the form from your credit union we then will send the form to our third party processor, Magic-Wrighter. Magic-Wrighter will then submit a confirmation as well as a set  More...
  • 19. How do I reconfigure a CU*BASE print session to use encryption? (CU*NorthWest) Public
    Preview
    Configuring Encryption ***IMPORTANT: You must have local administrator privileges on the PC to complete these procedures.*** 1. Download the Configure Encryption utility from http://updates.cubase.org 2. Run the tool as an administrator 3. After running the tool, launch the print session and navigate to “Communication > Configure” 4. Click the “Properties” button 5. Confirm that the “User ID signon information” fiel  More...
  • 20. What is the recommended screen resolution for GOLD? Public
    Preview
    The minimum resolution for CU*BASE GOLD is 1024x768. This is for the “Standard” screen size. Starting with the 20.07, we will be supporting select additional screen sizes as well. (See the related item below for more information about available GOLD screen sizes.) Depending on the size of the monitor, even for the “standard” size a higher resolution will work, but the CU*BASE GOLD screen will be smaller and will not fill the entire monitor frame. Note: That can be   More...
  • 21. Are local administrator privileges required in order for a workstation to receive CU*BASE GOLD updates? Public
    Preview
    For normal releases of changes to the CU*BASE GOLD software itself, no. Updates to the core software screens (called panels) are pushed to your credit union's GUAPPLE(s), then each workstation grabs those updates the next time the software is launched (assuming there are no open sessions already running). The exception to this is when we need to deploy updates to the LegaSuite client software itself. This is the client software that runs on the workstation to facilitate the use of CU*BASE  More...
  • 22. What is the procedure for building a print session using IBM Client Access Express for Windows? Public
    Preview
    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...
  • 23. How do I reconfigure a CU*BASE print session to use encryption? Public
    Preview
    Configuring Encryption ***IMPORTANT: You must have local administrator privileges on the PC to complete these procedures.*** 1. Download the Configure Encryption utility from http://updates.cubase.org 2. Run the tool as an administrator 3. After running the tool, launch the print session and navigate to “Communication > Configure” 4. Click the “Properties” button 5. Select “Use System iNavigator default”, “Use Secur  More...
  • 24. Am I able to print a course from the CU*Answers University site, or do I have to print by using the 'print screen' option? Public
    Preview
    In the basic version of TLC, the only way to print the course is to do screen shots of each page. In the full version, you can produce course keys in Microsoft Word format. The full version is an extended product which you would purchase to use with your credit union staff, and includes additional functionality to customize your training environment. CU*Answers provides our credit unions with the basic version of the software.
  • 25. How do I align receipts on my OkiData 320 Turbo printer? Public
    Preview
    On the receipt printer, follow these steps: Press the Park Key Press the Quiet Key twice Press the Load Key Press and hold the Tear Key to see where it will print To adjust, while sill holding the Tear Key down, press and hold the Shift Key. Release the Tear Key and then press and hold either the Micro Feed Up or Micro Feed Down Key down until it gets to where you want to print Release all keys. To test follow step 4 again.