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...

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...

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.

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.

Contact a CSR for assistance with this issue. The impact of the solution may vary from situation to situation.

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...

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...

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.

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...

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.

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.

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...

For CU*Answers Item Processing Clients, we only keep 7 years of images before they are purged off the system.

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...

GUAPPLE is short for GOLD Update Appliance. The GUAPPLE is a stand-alone network appliance that takes the place of the GOLD-Master update server PC. It is designed to seamlessly handle all of your GOLD software update retrieval tasks. No effort is required to retrieve software updates when using a GUAPPLE device. It will acquire GOLD update files automatically as well as custom loan screen updates, doing away with manually downloading and extracting software update files. One GUAPPLE unit  More...

While it is possible that an issue someone runs into on a website is an issue with the web server or a programming issue with the site, it is very important to rule out any browser or workstation incompatibilities first. If the website is not being opened in a supported browser, for instance, it can cause errors that would otherwise not exist. So what are some standard troubleshooting steps than can be taken? Are you using the latest version of your browser? Just like any other piece of software  More...

This can happen when using the Browse button if the File name field is blank, like this: This error message appears: To prevent this error, before clicking the Browse button, enter QUERYxx/ (where xx is your CUID) into the File name field. This tells the system where to look for your files (and more importantly, gives it a location from which you are authorized to download):

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...

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.

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...

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...

Verify that check viewing is turned on for the CU. You can check by making sure there is a code in the Check Image ID field in ARU/Online Banking Configuration (MNOP09 #8). If the Check Image ID field is blank, either the correct value was somehow removed and needs to be replaced, the CU’s request for online banking check images is not yet completed (check the Pending Check Image Projects on the Check Image Info portal page), or this CU has never signed up for online banking check image  More...

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...

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...

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...