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  • 1. How do I test a topaz signature pad in a Windows environment? Public
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    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...
  • 2. After updating to ProDOC 7, I am receiving a "USB error" when ProDOC starts up. Public
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    When starting ProDOC 7 for the first time, some users may encounter an error that states USB Error: Unable to initialize signature pad. What this indicates is that your workstation is missing a critical file that allows ProDOC to look for a signature pad. This file needs to exist even if your workstation does not utilize a signature pad. To correct the issue, follow these steps: Log into the workstation as an administrator Browse to your iSweep (if you need assistance browsing to your iSweep  More...
  • 3. Is PIB the same as multi-factor authentication? Public
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    No. PIB is a layered security solution , which is one of the three methods recommended by the NCUA to comply with the “Guidance on Authentication in Internet Banking Environment” (letter 05-CU-18). Remember that you only need to select one of the three available methods. (The other two methods are multi-factor authentication, and “other controls,” the NCUA’s way of allowing for technology that doesn’t even exist yet.) Although the term “multi-factor   More...
  • 4. 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
  • 5. 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.
  • 6. What is iShield Security? Public
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    There are many, many components in the infrastructure that protects your member data, from passwords and daily backups to production redundancy and full-blown DR/BR plans. One important piece of that puzzle involves the protections we put in place to control data moving between the System i and a local workstation. Years ago no one ever imagined an employee popping a thousand member records onto a thumb drive and heading out the door. Today we have entire teams and sophisticated tools to prev  More...
  • 7. Why does CU*Answers charge a monthly fee for running service charge programs we configure ourselves in CU*BASE? Public
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    There are two primary reasons we charge this fee: Our belief that we should do our best to keep our fees down when credit unions do not earn. This is why, for example, It's Me 247 Mobile Web is offered free to our credit unions. It's also behind our constant pressure to reduce fees where CUs have no basis or belief they can charge for a defensive, relationship service. Charging for these services in this manner fund other areas where the direct expenses cannot easily be identified wi  More...
  • 8. What steps should I take to add a new printer at my credit union? Public
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    Make sure that the printer is compatible with CU*BASE software. You can check this at: http://www.cuanswers.com/client_pm_bp_network.php Set up the printer and load the print drivers for the printer on the workstation that will drive the print sessions at a minimum. The drivers should also be loaded on any PC that will use the printer for printing from the browser or any outside applications (Word Pad, for example). Build the Client Access print session. The instructions are available on your GO  More...
  • 9. What should I consider when purchasing a new workstation? Public
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    If you are considering purchasing a new workstation, here are some questions to ask yourself to ensure that you get all the features you need! First, be sure to review the CU*BASE workstation hardware and software requirements on our best practices page: http://cuanswers.com/client_pm_bp_network.php When purchasing any workstation, consider: 32 or 64-bit Operating System? CU*BASE and ProDOC are compatible with either operating system - but CU*Answers cannot make any guarantees about third part  More...
  • 10. How do I download a report from CU*Spy into an Excel spreadsheet? Public
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    Access CU*Spy as usual. Enter the report name and the date span in the search fields. Click on Search. When the report has loaded, put a checkmark in the box next to the report(s) and click on the Combine and Print printer icon at the top of the list. (Leave the default of.TXT). The report will now load in a new browser window. Click on the File and Save As in the upper left hand corner of the browser page with the report displayed. (If you don't see File, press and release the Alt key to d  More...
  • 11. 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...
  • 12. What are Trends in Analytics Booth? Public
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    Analytics Booth Trends provide a quick and easy way to view your credit union activity over time. Trending information can show how your credit union is performing. Watch for blips and spikes to see if marketing campaigns are succeeding. Did you run a new membership drive last month? Watch the trend to see how it paid off. Trends can be viewed on over fifty key performance indicatiors including balance, member, and transaction data. The graphs displayed on the trends screen can be selected to  More...
  • 13. How do you configure a Topaz Signature Pad with a magnetic stripe reader and a serial connection? Public
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    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...
  • 14. 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...
  • 15. What do I do if I think my signature pad is failing? Public
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    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...
  • 16. Can static electricity ruin my computer? Public
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    Whenever the casing of a computer is opened and its internal workings are exposed (to change a hard drive or add memory chips, for example), there is a danger of damaging the computer with the buildup of static electricity that is held by the human body. The internal workings of a computer, and especially the hard drive, are extremely susceptible to static electricity, which can cause considerable damage to the hard drive if it is zapped with even a small amount. Microchip damage can occur if   More...
  • 17. We purchased a new logo kit for our thermal printers; how do I apply it? Public
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    Note: This only applies to thermal receipt printers with the Carswell module. If you are unsure if you have the Carswell module, please contact WESCO Net. After purchasing the logo update kit, you will be provided with two files: carsDL2-2.exe and a TLG file (e.g., filename.tlg). This flash will need to be performend once per receipt printer, and needs to be run from the workstation that is physically connected to the printer. Log into the workstation with local administrative privileges. A  More...
  • 18. What level of security is used in transmitting ACH files through Fedline Advantage? Public
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    There are a number of controls in place to designed to secure transmissions through Fedline Advantage: Authentication, Role-Based Access, Encryption, Firewalls, Intrusion Detection, and Security Reviews. The Federal Reserve Bank (FRB) requires two-factor authentication using a physical USB security token that the user keeps that requires a passphrase which can be changed at any time and a unique user ID and logon that changes every thirty days at a minimum. Each user is assigned a subscriber  More...
  • 19. What are the considerations for the drive through window when using e-Receipts? Public
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    The standard electronic signature pad, one that is physically connected to the teller computer by USB connection, cannot be sent through a tube to a member for them to sign an electronic receipt. Because of this, each credit union will need to define an alternative procedure for handling electronic receipts generated at the drive-through window. Saving paper receipts and scanning signed receipts are two available options. Other options may also exist; check with your account manager for a so  More...
  • 20. 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...
  • 21. What is the 'root' of the hard drive? Public
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    The top directory in a file system. The root directory is provided by the operating system and has a special name; for example, in DOS systems the root directory is called \ . The root directory is sometimes referred to simply as the root.
  • 22. What type of programs does Xtension offer? Public
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    Xtension understands the ins and outs of the latest in telephone technology and utilizes our talents to create a competitive edge for our partner credit unions and CUSO partners. Through outbound telephone support, Xtension delivers on our promise to deliver a professional and quality relationship and experience for credit union members. Branch XT continues this promise, utilzing inbound telephone support for partner credit unions and business units. Professionalisim, drive and focus are our   More...
  • 23. Why is the check printer not printing checks? Public
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    Check the obvious reasons first: Does the printer have power? Is there paper loaded? Is the cable to the PC that drives it connected? If all of these are fine, then it could be that communication to the check printer has failed. Perform the following actions to resolve the situation: 1.) Disconnect the print session 2.) Power down the PC that hosts the print session 3.) Physically power down the printer 4.) If there is a print server, power it down by unplugging the power cable 5.) Power dow  More...
  • 24. I will be visiting CU*Answers soon. Are there malls or other shopping options nearby? Public
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    We are closest to Woodland Mall and CenterPointe Mall, but all of the following are within easy driving distance of our office and surrounding hotels. Woodland Mall 3195 28th Street SE Grand Rapids, MI 49512 616-949-0010 CenterPointe Mall 3655 28th Street SE Grand Rapids, MI 49512 616-949-2550 Breton Village 1830 Breton Road SE Grand Rapids, MI 49506 616-949-4141 Rivertown Crossings 3700 Rivertown Parkway SW Grandville, MI 49418 616-949-2550
  • 25. How do you get to CU*Answers from the airport in Grand Rapids? Public
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    We are located approximately 1/2 mile east of the intersection of 28th Street SE and Kraft Avenue in Grand Rapids, Michigan. The Gerald R. Ford International Airport [ GRR ] (formerly Kent County International Airport) is located near the intersection of 44th Street SE and Patterson Avenue, Grand Rapids, Michigan. Our Operations Center is located near the intersection of 44th Street and Patterson Avenue. For a map, use the Related Link listed below: CU*Answers - Corporate 6000 28th Street   More...