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  • 1. What do I need to do to allow an employee to download or upload data between CU*BASE and their PC? Public
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    If you need to allow an employee to perform upload and/or download tasks (FinCEN, AIRES, ALM, uploading G/L entries to post, etc.), you must first complete the iShield Security Access Request form and have it signed by your credit union’s designated Security Officer to sign. Once our Client Services team receives your signed form and verifies it, a request will be submitted to our System i administrators, and you will be notified when the new permissions have been granted. This process wi  More...
  • 2. What are the network routing requirements for CU*BASE GOLD? Public
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    CU*BASE GOLD requires that the following networks be routed to the CU*Answers CU*NextNET connection: For all CU*Answers privately routed networks below, all ports/services should be allowed outbound from the LAN Required for standard Production connectivity: 63.236.240.16/28 63.236.240.48/28 63.236.240.79/32 63.236.240.128/29 63.236.240.138/32 63.236.240.144/28 Required for HA/Disaster Recovery connectivity: 216.111.149.8/30 216.111.149.16/28 216.111.149.240/28 66.115.246.224/27 In addition to t  More...
  • 3. How long are things such as transaction history, GL and check history, and credit report data retained? Public
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    For CU*Answers online clients, effective in March 2017 the standard online retention is 12 months for basic savings and checking accounts, and 48 months for all certificates, IRAs (shares and CDs), HSA share and checking accounts, club accounts (such as vacation, holiday, Christmas), tax escrows, and all loans. Prior to March 2017, data retention was 6 months for savings/checking, and 24 months for other member transaction history . Note that when this data is purged, it also removes the additio  More...
  • 4. How long are records in my Check Register retained in CU*BASE? Public
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    Check disbursement history for all check items, regardless of their status, is retained on CU*BASE for 24 calendar months . Check items that are at an outstanding status are retained forever. For our online clients, we purge all checks marked cleared, void, or spoiled that are older than 24 months on the second weekend of every month. NOTE: Prior to March 2008 the retention period was 18 months.
  • 5. A member is getting an error code of 1 when they click on Pay My Bills. After a few tries, they got an error code of 2. What do these mean? Public
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    When members receive an error code of 1 or 2, there is a very simple fix for it in CU*BASE. It's Me 247 Online Banking and Bill Pay (Fiserv) programs communicate with each other automatically through an authentication PIN every time we go from one to the next. When we see a status code of 1 or 2, it is telling us there is an issue with this PIN. It is easy to reset and the member will be able to get into bill pay within 24 hours. Launch Tool # 14 Member Personal Banker Enter the member  More...
  • 6. What is the procedure for creating a new workstation session for my credit union? Public
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    Enter your device library by launching Tool #326 CU Hardware Configuration. You will need the correct authority to do so. Decide what the ID for the new device should be based on your existing device listing. Complete a Workstation Request form and fax it to the Systems Team at (616) 285-5735. If you don't have one available, you can get one by by going to NET > Technical Support Info > Links in your GOLD session; choose the New Workstation Request. Requests will be completed within   More...
  • 7. What are the supported credit bureaus and score models within CU*BASE? Public
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    Equifax 01841 – Beacon Augmentation Code 01855 – Multi-Screen 1.0 02575 – Multi-Screen 2.0 Experian F - Experian/Fair Isaac Risk Model V2 I - Experian/Fair Isaac Risk Model 3 - National Risk Model A - Old National Risk Model B - Experian/MDS Bankruptcy Model BP - Bankruptcy PLUS Model Trans Union FICO Classic Risk -EMPIRICA 95 - to be retired by end of year 2005 00002 - Delinquency (90+ days) or worse within 24 months FICO Classic Risk - EMPIRICA Industry Options 95 -   More...
  • 8. What do the reason codes mean for my Member's A2A transaction? Public
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    The following Reason Codes are used with the A2A processing: 00 - Payment accepted 01 - Invalid bank routing number 02 - Invalid checking account number 07 - Algorithm code invalid 08 - Invalid alternate company 09 - Missing or incomplete data in URL 10 - Invalid date format 11 - Invalid access number 16 - Bad password 17 - Invalid User ID 18 - Transaction already processed 19 - Account info does not match 20 - Invalid credit card number 21 - invalid credit card expiration date 22 - Credit card   More...
  • 9. My member cannot log in to online banking or has to change their password every time they log in to online banking. What is causing this? Public
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    There are several common reasons for this issue. The following questions may help uncover your member’s problem: Is the member's password slightly different than what they remember? A member may accidentally type a different password than the one that was used when they set up their password. Is the member typing their password with capital and lower case letters? Your member may not realize that passwords are case-sensitive. This is different from usernames and security question an  More...
  • 10. What items are included in the Past Payments Breakdown totals on mortgage statements? Public
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    The previous calendar month totals for principal, interest, escrow and fees come from the TRANS2 file and are captured as indicated below. Principal last month Tran code 22/All tran types = add PRINCP (principal amount) Tran code 23/ Tran type not 60 or 61 = add PRINCP Tran code 23/ Tran type 61 = subtract TRAMTP (Transaction amount) Tran code 24/ Tran type 85 = add PRINCP Tran code 25/ Tran type 95 = subtract PRINCP (Type 60 is fine payment and 61 is escrow payment. Type 85 is credit/post  More...
  • 11. What procedures are in place to prevent CU*Spy backups from being affected by ransomware? Public
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    Encrypted backups are made to NAS devices. Backup system is monitored 24/7. Backups are made daily. Backups are virtualized for speedy recovery. Credit unions may purchase media, or may download all their reports and documents to their own in-house devices. These backup processes are tested quarterly.
  • 12. I purchased a Dell computer, which now is not working correctly. What is the number for Dell technical support? Public
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    The phone number for general support at Dell is 1-800-624-9896 . Be prepared to give Dell the 7-character service tag ID which is on the computer case. dell optiplex
  • 13. When are account balance e-Alerts generated? Public
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    The e-Alerts that warn a member his balance has gone below (or above) a certain dollar amount are generated once the member's available balance falls below or above the configured tolerance. At that time, the e-Alert will appear in the online banking message center. The accompanying email notifications are sent within 30 minutes of the the online banking notification. (Self-Processors and other cuasterisk.com partners may opt to send email notifications more or less frequently based on syste  More...
  • 14. How do I find out if my PC is still under warranty from Dell? Public
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    The easiest way to find out the status of the warranty is to call Dell. The first thing that should be done is find the Express Service Code . This is a 10-digit numerical code that is located on the PC. Once the Express Service Code is found call Dell Customer Support at 1-800-456-3355.
  • 15. Is there a report showing check register history that has been purged off the system? Public
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    When history is purged a report (PPRGC) is produced showing all records that are purged for historical archives. For our online clients, this process is done on the second weekend of every month. If you need to look up check activity that has already been purged, go to your monthly reports CD (or fiche if it’s really old) two years after the issue date of the check you are looking for. One exception: For a brief period of time prior to March 2008 the retention period was 18 months, not  More...
  • 16. What Microsoft and third party application patching is included in Network Services' Complete Care service offering? Public
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    Network Services uses automated patching tools to apply vendor supplied patches to Microsoft products and many third party applications running on Microsoft Windows operating systems. Patching services included in Complete Care: Currently supported versions of Microsoft Windows Operating Systems. Currently supported means that the product is still in mainstream or extended support with Microsoft. Products past extended support are not included. Third party applications running on supported Mic  More...
  • 17. Where can I purchase CU*Answers compatible computers? Public
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    WESCO Net is an authorized Dell reseller and offers computers pre-configured for your network with IBM iSeries Client Access, Seagull Jwalk and Gold already installed. WESCO Net will also apply all Microsoft Critical Updates and Service Packs prior to delivery so you can be assured your new computer is completely up-to-date. Let us take care of all the work, you just take it out of the box and plug it in. Contact a WESCO Net representitive at 616-974-1174 or the Systems Department at 800-327-34  More...
  • 18. I think I have a bad piece of hardware on my Dell workstation. What can I do to remedy this? Public
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    Contact Dell Support at 800.624.9896. You will need to have the express service code and service tag available, which can be found on the workstation. Explain what is going on to the Dell technician and you will be asked to perform a series of troubleshooting steps. If this is a serviceable request, the technician will inform you of the next step to take whether it be an on-site visit, a shipped replacement, or what have you. This Dell service will be of no charge provided the hardware is st  More...
  • 19. Who should I call for warranty assistance or to troubleshoot hardware problems on my Dell computer? Public
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    Contact Dell Support at 800-624-9896. You will need to have the express service code and service tag available. These items can be found on the workstation. Explain what is going on to the Dell technician and you will be asked to perform a series of troubleshooting steps. If this is a serviceable request, the technician will inform you of the next step to take whether it be an on-site visit, a shipped replacement, etc. This Dell service will be no charge provided the hardware is still under warr  More...
  • 20. What is the benefit of purchasing our computers through CU*Answers? Public
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    As a Dell partner we can get you great pricing and your PC will come preloaded and preconfigured with all necessary software to run CU*Answers applications, including CU*BASE GOLD.
  • 21. Who will provide required hardware maintenance for CU*Check 21? Public
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    Processing Alliance has contracted with IBM to provide local service. The CUSO maintains an inventory of CU*Check 21 components. Should a unit need to be replaced, a replacement unit will typically be delivered within 24 hours.
  • 22. What is a channelized T1? Public
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    Channelized T1 (also called Integrated T1) is a digital carrier modulation method in which a T1 line is divided into 24 channels, each having a maximum data speed of 64 thousand bits per second (Kbps), and each capable of supporting a unique application that can run concurrently with, but independently of, other applications on different channels.
  • 23. What information will Dell need when contacting Technical Support? Public
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    The only information Dell will always need is the service tag. The service tag is a 5- or 7-digit, alphanumeric code that is on a sticker attached to everything Dell sells. If you have the service tag ready, Dell will be able to look at your system's configuration (when shipped) as well as your warranty status.
  • 24. Is the Answer Book Available 24 hours 7 days a week? Public
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    Yes, Because the Answer Book is an internet solution, it is accessable from any PC with Internet capability. From our website www.cuanswers.com , Choose the "client" selection on the left.Then, under "Docs Information, choose "Answer Book", then click on the 'Answer Book Icon in the middle of the screen. or Use the following link: https://kb.cuanswers.com/cuanswers/consumer/search.asp Knowledge Base Q&A
  • 25. What is an Ethernet switch? Public
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    In computer networks, a switch is a device that filters and forwards traffic between LAN segments. LANs that use switches to join segments are called switched LANs or, in the case of Ethernet networks, switched Ethernet LANs. Typical switches provided by WESCO Net are Netgear 16, 24, or 48 port switches.