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  • 1. Why does CU*BASE require two steps to perform a teller correction - deleting an audit key and completing a member transaction reversal? Public
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    Because of CU*BASE design to integrate directly to the general ledger is one of its most impressive features, the teller system needs to process as its own section. In order to discourage inaccurate or misleading transaction reversals or back-dating, the dual system segreates the teller drawer (cash) from the member transactions and balances. If the two steps are not completed correctly, the general ledger will be out of balance. Fortunately you can use Tool #31 Reverse Tran/Adjust Drawer (Same  More...
  • 2. We are receiving error ' CWBCO1052 ' when attempting to sign into print sessions on a new installation " The key database password is incorrect. Passwords are case sensitive ". Public
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    This is an issue when trying to access the IBM iAccess Key Database that holds all the certificate information necessary for using SSL. Make sure you've run the updates.cubase.org for enabling encryption as well as the everyone permission to ensure all users can access the key database file. Next you will want to access the IBM iAccess for Windows either through Control Panel or the Start Menu and go under the Secure Sockets option. Select 'Use default key database' if not already se  More...
  • 3. When looking at the ATM/Debit or Credit Card Activity screen, what does the indicator in the Type and Transaction Description mean? Public
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    The fields are related to Process Codes, in that they are derived from the code attached to the message received from the plastics processor (vendor, or switch). The Type you see in the initial Type column of the Activity screen relates directly to the Transaction Description when you view additional transaction details. Transaction types may not apply to all vendors. Examples of these labels are as follows: DEP (Deposit Transactions) ATM/DEP A deposit made at an ATM. ATM/DEP - including a $  More...
  • 4. What is the difference between "Decreasing Life" and "Level Life" coverage? Public
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    Decreasing Life is used to indicate the amount of coverage decreases over the term of the policy. So, used in credit insurance, the coverage drops as the loan balance drops. Level Life indicates the amount of coverage and cost remains until the policy terminates. Note* - GIven that a balloon loan has a portion where the amoritzed balance decreases and the balloon amount remains, CU*BASE does NOT support the use of both decreasing life and level life on the same balloon loan.
  • 5. Do you have an explanation for members concerning the APYE calculation on their statement? Public
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    Truth-In-Savings requires certain disclosures on periodic statements. One of the disclosures required on dividend-bearing accounts is the “annual percentage yield earned (APYE)”. The APYE is an annualized rate that reflects the relationship between the amount of dividends actually paid to the member’s account during the period and the average daily balance in the account for that period. *Note - this calculation uses the member’s average daily balance for the period,   More...
  • 6. I am receiving a 'printer timeout error' when trying to print a document to my HP Laserjet 2200. What should I do? Public
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    The first thing to do is make sure all the cables are connected securely to the printer and the PC. Be sure to note if one of the cables is a network cable. If all of the cables are securely connected and you still cannot print, restart the PC and the printer. If you receive the same error once the printer and PC are back up, there is likely a hardware issue with the printer. If one of the cables that plugs into the printer is a network cable then the Jet Direct card (a network interface   More...
  • 7. How do I find my workstation's IP address? Public
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    To find your workstation's IP address you can perform the following actions: Click the Start button, then Run In the text box type cmd and press the Enter key Type ipconfig Under Local Area Connection, to the right of the row labeled “IP Address” you will find the computer's IP Address
  • 8. How can I use Telnet to test connectivity to the high-availability (HA) server? Public
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    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 7 or Windows 10, you’ll need to install Telnet. Visit http://technet.microsoft.com/en-us/  More...
  • 9. What are the instructions to create an .fdfx companion file for my custom upload to CU*BASE? Public
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    Do not use these instructions if you are performing one of the standard uploads such as to DMPIMPORT, FCBUSINESS, FCPERSON, IMPEMAIL, etc. Instead, look for your appropriate .FDFX companion file in C:\cubase\cubase\resources Instructions below are relevant for projects where you are working to upload data to a custom table destination that meets the following criteria: The table already exists in CU*BASE The table has been used before (has at least 1 row of data in it). For the purpose of the ex  More...
  • 10. Is there a key I can use besides Tab to move from one input field to another on a CU*BASE Screen? Public
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    The + key on the number pad will move from one field to the next but it is technically what is called a Field Exit key: It deletes field contents from the cursor position to the end of the field, then moves on to the next field. If your cursor is already at the end of a field when you use it, it may appear to behave like the Tab key, but just be careful so you don't accidentally delete something! In general, use Tab when just moving from one field to the next, and save the + key on the  More...
  • 11. Can CU*Answers reset my employee ID password? Public
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    No, our CSRs will not reset the 2-digit CU*BASE Employee IDs for your staff. This must be done by an internal CU security officer. Use Tool #762 Reset Employee ID Password. 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. If an expiration occurs, it is important someone at the credit union be available that has secu  More...
  • 12. What is changing on February 9, 2021* with member phone numbers as they relate to card orders and maintenance? Public
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    **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...
  • 13. What is stand-in processing? Public
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    Simply put, it is a way for your members to continue using interactive services such as audio response and online banking, ATM/debit cards, and online credit cards for their financial needs, even while CU*BASE is off line for normal daily or monthly processing. CU*BASE uses a special style of stand-in processing that allows for continued use of CU*TALK audio response and It's Me 247 online banking services even during the night when we perform end-of-day and end-of-month processing. Refe  More...
  • 14. On our loan credit insurance and/or debt protection posting reports, we see exception descriptions that are abbreviated. What are their meanings and did the premiums/fees post or were they rejected? Public
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    These message indicators appear on the CU*BASE loan insurance premium posting report (TCUNAS2 / TCUNAS3) and the Debt Protection Fee posting/exception reports (TCUNAD2 / TCUNAD3). By looking at the reports, you can tell if a premium / DP fee posted or not based on the exception. LOAN INSURANCE MESSAGES ADD SIGN - There is joint coverage on this loan. There is either no 'additional signer' record, or the birth date for the additional signer is missing or invalid. JT TO SG - There is joint  More...
  • 15. We are thinking of activating the new See and Jump features for online banking. Can you explain the thinking behind the security, and why only an account owner can have this access? Public
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    There are two major points to consider when thinking about allowing members to see information beyond the account to which they are actually logged in. Both extend beyond online banking to consider a financial institution’s role and responsibility in protecting member private data via all access channels, from the teller line to a back office employee answering a phone call. (1) How does a credit union generally recommend or facilitate a member giving access to their private informatio  More...
  • 16. What precautions should I take when adding distribution records for a member who has more than one deposit coming in from the same institution but for different household members, for example Social Security deposits? Public
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    Special care should be taken when adding distribution records for a member who has more than one deposit coming for the family from the same institution. Take the time to research the member ACH records using the ACH inquiry screen, and if there isn't enough information on this screen, go to CU*SPY and find the PACXTB report to review the ACH detail. For example, the Smith family receives three ACH payments for Social Security benefits: one for the husband, John, one for the wife, Mary, and   More...
  • 17. What are some basic browser troubleshooting steps to take when an issue with a website is encountered? Public
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    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...
  • 18. After enabling session encryption, GOLD gives a "T02" certificate error and fails to open. Public
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    After enabling session encryption, GOLD may present a Warning T02 error message and not launch. Here is a screenshot of the error: If you encounter this error message, there may be an issue with your workstations local certificate store. We have identified a few possible causes. Typically, your workstation has several expired certificates in the store that are causing conflicts; or your workstation does not have the correct GoDaddy intermediate certificates. Follow the steps below to corre  More...
  • 19. What do the various device and print job statuses on the iSeries mean? Public
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    When a device first connects to the iSeries, a virtual device is created - consider it a placeholder for that workstation or printer. Only one device can exist for each ID, which is why only one person can sign into a printer at a time. Throughout the virtual devices lifecycle, there are several different statuses that device can be in. Read below for some details! Workstations VARY ON PENDING - this is the default status of the virtual device. This status means the device is ready and wai  More...
  • 20. What does FEP mean? Public
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    The File Expansion Project, or FEP for short, was a major, system-wide development project that expanded our key account and transaction files. Balances went from 9 digits ($9,999,999.99) to 11 digits ($999,999,999.99). Dates were standardized to ccyy-mm-dd. The account “trailer” files were eliminated and consolidated into the MEMBERx account files. We started the planning work for FEP during 2012, and the changes were implemented over a 9-month period during 2014. FEP did not   More...
  • 21. Why on an ATM or Debit card do I need to flag a member's card as "hot" and also close the same card in order to close the linked account or close the membership? Public
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    When a credit union statuses a member's card as 'HOT' or warm (Lost/Stolen/Fraud/Restricted), this information is transmitted immediately to your vendor to stop any further withdrawals/purchases being performed with that particular card. But at your vendor a 'Hot Card' is not considered to be a closed card. When your member's card remains at a HOT or Warm card status on CU*BASE, CU*BASE is still required to send any maintenance updates such as address change, phone numbe  More...
  • 22. Can I flag a member account so their statement is never mailed? Public
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    Yes, the Statement Mail Groups feature lets you configure up to 9 codes that can be attached to a member's account. The codes specify whether statements should be printed and archived (the standard method) or just archived only. This is used in situations such as for members with written-off loans or bankruptcy situations where the member shouldn't receive a statement, or even if you want to avoid printing statements for your own staff. Archived statements are available through CU*SPY  More...
  • 23. How to Use the CU*Answers Network Services Help Desk Portal Public
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    Log in to the Help Desk Portal Navigate to helpdesk.cuanswers.com – Select Help Desk Enter your Email and Password . Click Submit . You are taken to the Help Desk Portal Home page: Log Out When you are finished using the Customer Portal, click the Log Out link on the top right hand portion of the screen. My Account The My Account link is located at the top right hand portion of the Customer Portal Screen. It will enable you to edit your Account Details. Naviating the Help Desk Port  More...
  • 24. What is the procedure for building a print session using IBM Client Access Express for Windows? Public
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    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...
  • 25. I'm looking for some special Credit Bureau Comment codes for bankruptcy, but don't seem them in online help. Where can I find these? Public
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    The following old special Comment codes are no longer valid now that your credit data is being reported using the Metro 2 format: BU BV BW BX BY CA CB Instead, use the Consumer Information Indicator field on the loan account to report bankruptcy. This can be changed using Tool #20 Update Account Information on the loan account (click the Credit Reporting Info button to display the the Credit Bureau Reporting Information screen). NOTE: You only need to report bankrtupcy once. If the bankrup  More...