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  • 1. What do I do if I think my signature pad is failing?
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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...
  • 2. How do I test a signature pad pen?
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    To test the pen independently, you can use any standard compact battery-operated or plug-in AM/FM radio. Follow these steps: a. Turn radio on to the AM band b. Move dial to about 550 (or 55, depending on radio controls); between stations is best, where there is static d. Bring the pen up to the radio, and depress the tip directly on radio's surface, about 1 to 2 inches from antenna (if there is no antenna, on the speaker grill will work also). If pen is working, the radio will emit a high-pit  More...
  • 3. How do I remove old Topaz Signature Pad Driver files no longer needed?
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    Unwanted Topaz Systems Driver files may be located in a few different locations depending upon which version of windows you have. You will likely need to be logged on as a local administrator to remove them. They can exist on any workstation running ProDOC regardless of whether or not a signature pad is attached. For Windows 7 or 8 The current version in use should be located here: C:\Windows\SigPlus\SigPlus.ocx and should not be removed. Before you begin make sure this is version 4.4.0.22 o  More...
  • 4. I heard there are vulnerabilities with old Topaz signature pad drivers. What are they?
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    More information about vulnerabilities with the Topaz drivers can be found here: CVE: http://osvdb.org/show/osvdb/66810 XREF: https://web.nvd.nist.gov/view/vuln/detail?vulnId=CVE-2010-2931
  • 5. How do I know which version of the Topaz signature pad drivers are installed on my PC?
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    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...
  • 6. How do you configure a Topaz Signature Pad with a magnetic stripe reader and a serial connection?
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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...
  • 7. How do I test a topaz signature pad in a Windows environment?
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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...
  • 8. When I print a check, the logo and signature areas are not printing correctly. I am getting garbage characters such as !@#$%&*()abc, etc. Why is this happening and what can I do to correct it?
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    These symbols print when the printer doesn't know what graphic or font to use for the logo, signature, or MICR line. There are a few possible causes: Is this a new printer? If this is a new printer, the first thing to consider is whether the other printers at the credit union use Check Secure devices. Check Secure devices are no longer sold and are not compatible with new printer hardware. To transition from Check Secure devices to the new software based check printing methods, contact CU  More...
  • 9. After updating to ProDOC 7, I am receiving a "USB error" when ProDOC starts up.
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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...
  • 10. When any of our members updates their personal information through "It's Me 247" they get an email letting them know there was a change. At the bottom there is a signature that we would like to change.
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    To update a signature line in CU*BASE you’ll use the Tool #497 Member Connect Marketing Tools. (You will need a file name to move forward, so it can be helpful to have a test file created in your QUERxx library for situations like this.) NOTE: For Member Reach clients, Xtend has previously created a file ‘MBRRTEST’ that will allow you to access the Message Maintenance screen. Select Online Banking and/or email message from the first window and then press Enter. On the Me  More...
  • 11. What hardware is required for the CU*Answers online imaging solution?
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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...
  • 12. What is a GUAPPLE unit?
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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...
  • 13. How do I activate the feature that prints the Reg. DD disclosure of NSF and ANR/Courtesy Pay fee information on member statements?
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    There are two steps: Choose Which Activity is Tracked Modify your NSF Configuration (Tool #558 NSF/OD Transfer Configuration , then #1) to indicate which origin codes will be counted in the fee totals. For example, you might need to report only fees that relate to share draft postings, but not include ACH or bill payment activity, based on your interpretation of the reg. as it applies to your situation. Change Statement Print Configuration Contact a Client Service Representative and request t  More...
  • 14. 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?
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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...
  • 15. What are some things I can do to improve the delivery rates of messages I send to members?
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    T o ensure all your email messages are delivered to members, be sure to include ALL the following: Clearly identify the credit union name, address, phone number, and member service email address in the body of the email. Clearly identify the purpose of the email in the subject line. (See SAMPLE MESSAGES below.) Make a web-friendly Signature Line message. (SEE SAMPLE SIGNATURE LINE MESSAGE below. ) Clearly state why the member is receiving the email. Ensure your message uses proper grammar, spel  More...
  • 16. What is the best way to set up a trust account on CU*BASE?
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    Trust accounts can be set up as either individual or organizational depending on the legal nature of the trust. When creating the membership use your credit union's appropriate Membership Designation code (see the link below for tips on using separate codes for each type). For trusts that use a person’s SSN (where you do not have a separate TIN for the trust), set up the account as an individual account, and use the DBA field for the trust name. (Remember that you can configure wheth  More...
  • 17. How do I refresh my signature pad settings (SigPlus.ini)?
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    The model and connection information for you signature pad is stored in the SigPlus.ini file. This file is located in the C:\WINDOWS directory in Windows XP or newer, or C:\WINNT in Windows 2000/NT. In most cases, the correct SigPlus.ini for your signature pad model is located on the iSweep in the Configs folder. If your signature pad is not capturing information on your workstation but the signature is showing up on the LCD screen, you may need to refresh this file. To do so, you first need   More...
  • 18. Can we do a money order for a shared branch non-member via national shared branching?
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    The COOP National Shared Branch interface (CUSC/FISC) currently supports check disbursements but not money orders. Following is a technique that was shared with us by a credit union to offer shared branch members the ability to purchase money orders. Locate the account from which funds are coming, and make sure enough funds are available for both the money order and the fee. Run an OFAC scan and complete any paperwork and obtain signatures your credit union requires according to policy. In   More...
  • 19. When a database table (file) is expanded or reformatted as part of a development project, what kinds of adjustments might need to be made on my custom Queries that use that table in the definition?
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    For things like expanded balance and transaction $ amounts, Query will automatically adapt to larger amounts, and you generally won’t need to do anything. (The only exception is if you send the output to a vendor, they’ll need to be made aware of the larger amounts. Or perhaps if your report is completely full side to side and you need to remove a column in order for everything to still fit across a printed page.) As far as dates, if a date was formerly 3 separate fields for year  More...
  • 20. What is included in the monthly GUAPPLE management service?
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    As part of the monthly GUAPPLE management service, CU*Answers Network Services performs the tasks listed below. All units are monitored 24x7 by a custom management application hosted at CU*Answers. In addition to the daily monitoring, quarterly audits are performed against the units to ensure everything is up to spec. Important: Fully managing the GUAPPLE(s) can only be done if all of the network requirements for the GUAPPLE are met. Please refer to this article . Security updates - all GUAPP  More...
  • 21. I am receiving a 'printer timeout error' when trying to print a document to my HP Laserjet 2200. What should I do?
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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...
  • 22. What are all the possible messages that will appear during the closed account/membership process?
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    At the Membership Level we first check to ensure that there are no OTB relationships (Could be an OTB Card or OTB Account). One the following messages may appear (the following are all hard stops, meaning the account cannot be closed until these are taken care of): Membership attached to CRDT type OTB account Membership attached to LOAN type OTB account Membership attached to SAVE type OTB account We will also check to ensure that no batch/online cards are attached to the membership. One of the   More...
  • 23. What steps should I take to add a new printer at my credit union?
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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...
  • 24. What is included in the monthly iSweep management service?
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    As part of the monthly iSweep management service, CU*Answers performs the tasks listed below. All units are monitored 24x7 by a custom management application hosted at CU*Answers. In addition to the daily monitoring, quarterly audits are performed against the units to ensure everything is up to spec. Important: Fully managing the iSweep(s) can only be done if all of the network requirements for the iSweep are met. Please refer to this article . Security updates - all iSweeps run a version of   More...
  • 25. What are the considerations for the drive through window when using e-Receipts?
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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...
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