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  • 1. What is a GUAPPLE unit? Public
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    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...
  • 2. 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...
  • 3. How do I reset an Epson TM-T88III printer in order to clear its memory? Public
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    Note: this procedure also works with Carswell printers. (1) Turn the printer off. (2) Hold the FEED button while turning the printer back on. (3) Continue to hold the FEED button until the error light starts flashing. (4) Clear the paper by pressing the FEED button. If successful, a receipt printer settings page will print. Your printer's memory is now cleared. If this is not successful, please contact the Network Services Help Desk for assistance.
  • 4. 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...
  • 5. 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...
  • 6. What is the difference between an ISP and a Browser? Online banking requires the browser has 128-Bit encryption. How do my members update this encryption level? Public
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    An Internet Service Provider (ISP) is the company from which you purchase internet access services (like AOL or IServ). A browser is a piece of software on your PC which allows you to access things like web sites, Internet access. Examples are Microsoft Internet Explorer or Mozilla Firefox. Upgrading your browser is important. It insures you have the most current version with the most up-to-date features, speed and options. But in most cases what is needed the most is to upgrade the encryption  More...
  • 7. I am receiving a "PC5250 License Error" with an error code when trying to launch a print session. Public
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    Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:10.0pt; font-family:"Times New Roman","serif";} When launching a print sessio  More...
  • 8. How can I contact CU*Answers for CU*BASE software or Technical Support? Public
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    ​ For General Support and CU*BASE Assistance: Use the AnswerBook to submit a question to the Client Services and Education team. You can access the AnswerBook via a CU*BASE session by selecting the @ symbol and asking a question, or by logging in and asking a question. You can also call 616-285-5711 or 800-327-3478 and follow the menu prompts to reach a representative. For Technical Support: Use the ConnectWise ticketing system to submit a question to the Network Services team. ConnectWise   More...
  • 9. 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...
  • 10. 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...
  • 11. My member gets a Social Security (SSA) deposit via ACH. We use an ACH distribution to pay the member’s loan payment, but the loan payment was not made. Why did this happen and what benefits are there to using an Automated Funds Transfer (AFT) instead? Public
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    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 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 changes ma  More...
  • 12. How do you go about "pinging" an IP address? Public
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    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...
  • 13. IBM iAccess Client Installation Instructions Public
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    The only requirement for installation of version 1.1.7.3 Build 8031 IBM iAccess is Admin privileges on the workstation to perform the install. It will install for all users, and it will install a 32bit or 64bit version based on the computer’s configuration. This installer is available through a link on updates.cubase.org (it will read, ‘IBM System I Install: Click Here’). Once the installer is download, right click on the file and select ‘Run as administrator’. The   More...
  • 14. 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...
  • 15. I have a husband and wife who both receive Social Security payments to the same membership. Now that CU*BASE uses the new way of handling ACH transactions from the SSA, these are causing duplicate distributions to be posted. What should I do if my members still wish for them to be separate transactions? Public
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    With the 16.10 release a new cross-reference system was implemented that automatically funnels 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.” In cases where the Depositor ID is the same, for example a husband and wife, these ACH transactions will be handled by the same master ACH distribution record under the Depositor ID since duplicate Depositor IDs are no  More...
  • 16. 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...
  • 17. I am not a managed client of Network Services. How do I join my Windows 10 iSweep to my domain and create the necessary folders? Public
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    As a result of a January 2018 Windows 10 update, you will need to join your Windows 10 iSweep to your domain. This will be handled internally for Network Services Managed Clients, however, non-managed clients will need to have Network Services work with their IT staff/third party IT company to setup a new local account on the machine in order to join this unit to your domain and complete the additional steps. Configuring Group Policy and Active Directory Active Directory Configuration Open Act  More...
  • 18. 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...
  • 19. What hardware is required for the CU*Answers online imaging solution? Public
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    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...
  • 20. I see that my member's loan account is in the credit bureau reporting file but it isn't reflected on the individual's credit report. What types of things might prevent a primary borrower or additional signer from being applied by the bureau? Public
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    If you or your member notice an account is not being updated (or the additional signer on a loan) you should first try to find out if the loan/additional signer was included in the file sent over to the bureau. You can do this for the most recent reporting cycle by running Tool #658 Print Loan Info Sent to Credit Bureau. If the member loan/additional signer information (defined by METRO 2 as the J1 segment or J2 Segment) is present in that file you need to look further into the following type  More...
  • 21. How can I find a record of the Social Security Administration (SSA) Company ID consolidation changes made with the 16.10 release? Public
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    With the 16.10 release we have developed a new cross-reference system 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.” Refer to the linked to Answer Book items for more information about this feature. At implementation of the release two reports were placed in your credit union’s HOLDxx OUTQ. The first, CNV40003, lists all  More...
  • 22. A black screen shows up instead of the video when I go to watch an online course video on the OnDemand site. Can you help? Public
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    This will happen if you do not have access to YouTube, which hosts the videos found on the CU*Answers OnDemand site. To fix this problem, ask the IT person or network administrator at your credit union to enable access to YouTube. Another reason could be your browser. If you are having trouble witha particular video, try re-launching it using Internet Explorer rather than Chrome or other browser. The reason we are putting online course videos on YouTube now, instead of on our own server as   More...
  • 23. I have a 365 loan with an attached escrow account where the system made an escrow transfer for less than the normal escrow payment amount. How can I figure out why that happened? Public
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    In this situation , the most important piece of information you need to know is whether the loan category uses Escrow Partial Pay . You can determine this by taking the following steps : Launch Tool #458 Loan Category Configuration Enter the correct Loan Category code Select F17 - Payment Controls See whether or not Allow teller to post partial payments is checked If partial payments are allowed on the loan , see whether or not Allow partial escrow payments is checked If partial paym  More...
  • 24. If I don't want my staff to use Auto-security, how do I control that? Public
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    There is a credit union-level on/off flag where you can disable auto-security as an option for ALL of your employees. To access this, launch Tool #327 Employee Security and use the CU Options button. If it is enabled, anyone can choose to activate it if they wish, either manually by clicking the button at the bottom of the home page, or via their Preferences. All auto-security does is keeps a person from having to type his or her ID and password over and over again. They still need to have p  More...
  • 25. What are the differences between online ASP an in-house? Public
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    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...