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1.
How do I remove a photo ID linked to the wrong individual's account if I use CU*Answers online imaging solution?
You can edit and delete erroneous documents. This is performed through idocVault and cannot be done on CU*BASE. 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 hav More...
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2.
What hardware is required for the CU*Answers online imaging solution?
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...
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3.
I use another imaging system, not CU*Answers Imaging Solutions. Can I still use vertical receipts?
Yes, but you'll need to work with your vendor to make any necessary adjustments to their archival process, since the data is located in a different place on the receipt. When you set up your conversion to vertical receipts our Imaging Solutions team will work with you to get sample data to your vendor so they can prepare, and your conversion will be scheduled accordingly.
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4.
Can a member retrieve check images and copies from Online Banking?
Yes, If you are a CU*BASE client and your check processing is handled by the Check Item Processing team, you can offer your members the ability to print copies of cancelled checks using Online Banking and the CheckViewer. If your credit union chooses to activate this feature, the member simply clicks a button from either the checks cleared screen or the account detail transaction listing, to pull that specific check. We also offer interfaces to check images from many other item processing vendor More...
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5.
Can a CSR reset my employee ID password?
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...
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6.
A check was cleared on the wrong member account. I already reversed the transaction and posted it properly through Account Adjustment, but how do I keep the member from being able to see the wrong check image in online banking?
Contact a CSR for assistance with this issue. The impact of the solution may vary from situation to situation.
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7.
How long are cancelled check images retained in "It's Me 247" online banking?
If your check processor is CU*Check Item Processing, check images are retained for the same time period as transaction history. Other check processors may have a different retention schedule.
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8.
There is a "View Check" link next to the member's check(s), but the member does not receive a check image back when clicking on it. What can I do?
Have the CU use their back office connection to the Check Image Processor to pull an image of the check in question and send it to you. Carefully check the information on the image (MICR, Tracer #, check #, amount, etc.) against the information in CU*BASE. If you find a discrepancy, that is likely the issue. At this point you can contact the Check Image Project Coordinator on how to proceed.
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9.
Are there any rules about how I should scan documents into the CU*Spy image vault?
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 CU*BASE software, so if you scan an ID, the ProDOC system will automatically optimize the image to use grayscale, 100 dpi resolution, and a scan size of More...
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10.
My tellers are seeing an error "Unable to display image. See log for details" every time they enter an account number in the teller system. What do I do?
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.
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11.
I’m trying to view check images in CU*BASE and either getting an error or the viewer is timing out. What should I do?
First check to see if you can view images via online banking. If you can view them in online banking but not CU*BASE (or vice versa), contact a Client Service Representative. If you cannot view them in either place, or if they take a really long time to load, you may wish to contact your check processor to see if they are experiencing any difficulties. Remember that we retrieve the images from them and present them to you via the link in CU*BASE and to your members via online banking. If your ch More...
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12.
How can I stop an employee from looking at another employee's account?
By using the CU*BASE Account Security feature. This can be done by assigning special Employee Type codes to all employee accounts (see the online help topic below for more information), or by simply changing the account security settings for that particular employee. This can be done only by an authorized security administrator at your credit union. In CU*BASE, launch Tool #327 CU*BASE Employee Security Select the ID for the employee whose access you'd like to adjust and choose Update ac More...
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13.
I have an in-house image vault. Are there any special requirements if I want to use the auto-launch feature for photo IDs?
Yes, there are requirements for code version and configuration settings you'll need. If you utilize CU*Answers Imaging Solutions for release management, you are are all set with your code versions; however, it will required configuration settings. Contact Imaging Solutions to leverage this feature. If you do not leverage Imaging Solutions release management, you will need to work with both your imaging solutions provider and CU*Answers Imaging Solutions.
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14.
For mortgage statements, can the front of the statement include a logo image like with the other statement types?
Yes, and the logo can be the same or different. For example, Reg. Z does have specific requirements about listing contact information, so you might need a special layout for your logo that includes a different phone number than what is used on the logo for your regular and CC statements. Contact a CSR at csr@cuanswers.com for information about fees and procedures for changes to logo artwork.
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15.
I would like to view each employee and their security (what options they have access to). Is there a report I can pull instead of just printing each screen in the Employee Security configuration program?
Yes. Use Tool #357 “Employee Security Audit Report.
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16.
Does Employee Account Security control an employee's access to an account from everywhere on CU*BASE? For example, how about from Payroll or ACH?
Not every feature that potentially shows account details on an employee's account is governed by the Employee Account Security controls. Apart from technical impracticalities, our basic philosophy has been that employees who are given access to “sensitive” features (like Collections, or posting payrolls, etc.) should be trusted employees, and they should be allowed to use the tools to do their job. If they have to be hobbled or monitored, then perhaps they shouldn’t be tr More...
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17.
I have a member that is asking for a Corporate Check image from ten years ago.
For CU*Answers Item Processing Clients, we only keep 7 years of images before they are purged off the system.
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18.
If I have changed my Social Security (SSA) ACH Deposits to use the Automated Funds Transfer solution, should I now consider changing back to ACH deposits?
Prior to the 16.10 release, the SSA began using multiple Company IDs, and it was recommended that credit unions consider using Automated Funds Transfers (AFTs) to handle distributions. Beginning with the 16.10 release a new cross-reference system will be implemented that will automatically funnel all incoming company IDs from the Social Security Administration and treat them as if they came from one, consistent company ID we’re referring to as the “Primary ID.” With the chang More...
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19.
What do I need to do to allow an employee to download or upload data between CU*BASE and their PC?
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...
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20.
How can I archive a monthly report that lists all of the overrides my employees made to accounts that were frozen or had secured or uncollected funds? How can I easily archive a report for each type of override?
Tool # 868 Transaction Override Report allows you to create a report that shows when a transaction override was performed on an account that was frozen, had secured or uncollected funds, as well as transaction overrides to par value (below minimum). This report was added to the Report Scheduler feature with the 15.3 CU*BASE release in December 2015. It is easy to use the Report Scheduler tool to archive monthly reports. Just enter the filter screen and make your selection of which type of ove More...
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21.
Can I monitor which specific accounts my employees are accessing via Inquiry and Phone Operator? Can I see what menu options they are trying to access?
Yes, CU*BASE has Employee Security features that let you monitor access to CU*BASE programs by any employee ID, whether CU*Answers or credit union employee. Every time a CU*BASE program is accessed, the system records who accessed the command and when. For CU*Answers employees, the file records the individual ID for the staff member (not the alias) so you will be able to tell who from CU*Answers was doing the work. This file (file name SECAUD) was designed to let you see what commands an emplo More...
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22.
I just got a new laptop and when I try to log in to CU*BASE GOLD it takes several minutes, and then I get an error message, "Cannot Connect() to server."
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...
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23.
My member has contacted me and says they cannot view their check. What information do I need to collect for use when researching this issue?
If a member cannot view their check, the research team needs the following information: Credit Union Questions What is your credit union name? Have multiple members reported that they cannot view checks? Are these members having the same experience when viewing their check? (See Member Questions. ) Has the check appeared on the Check Exceptions Report? (TNDET) Was this check cleared at the teller line? (Sometimes this is referred to as a counter-killed check.) Are you able to retrieve a chec More...
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24.
What models of TCDs (Teller Cash Dispensers) are supported by CU*Answers?
Our official statement is that CU*BASE is not integrated with any TCD or TCR hardware solution; however, you may find the information below helpful. When considering which model of TCD or TCR to select, it is important to realize that supported models are determined by your solution provider not CU*Answers. For example, if you are utilizing DynaCash, as the provider of the software that interfaces between CU*BASE and the cash handling hardware then they would determine compatibility. With this i More...
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25.
How do I know which version of the Topaz signature pad drivers are installed on my PC?
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...
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