My Virtual StrongBox has an extensive library of technical documentation and video for members directly within the user interface. From time to time members may experience technical difficulties. The primary method for requesting assistance is directly through your client portal link provided by My Virtual StrongBox. Please visit https://virtualstrongbox.zendesk.com to create a profile to share with your administrative teams.

Yes. On the day a share account type is closed, the record is flagged to move to the closed file when the nightly process is performed. The system will not allow the same 3 digit suffix to be opened during that day (while it is waiting for the nightly process). However, there are times when account types are closed in error. CU*BASE provides Tool #711 Re-Open Accounts/Memberships Same Day to remove that closed flag. If the account was closed on a previous day then the normal Open Accounts pro  More...

The closing process will create a journal entry that will decrease the balance in the fixed asset G/L account and decrease the balance in the depreciation G/L. Therefore, the general ledger balances will be lowered and the closed items will not show on the fixed asset trial balance.

The General Printer ID that is specified in Tool #326 CU Hardware Configuration does not control where screenshots are printed. The screen shot configuration needs to be changed on the virtual workstation device. Contact the network help desk for assistance. There should be 3 sessions per workstation (G0, G1, and G2). The screen shot printer can be modified here.

If the member closed their account in November, they would receive a final statement for their November transactions but will not receive a December Statement as they did not have any transactions in December and the account was not active. This would also be true for members who closed their accounts earlier in the year. For example, for a membership closed in April, the member will receive their final statement at the end of April then will not receive another statement again (not even the q  More...

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...

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...

No, you can start with the most recent month you consider your books to be closed and no longer need to be able to post entries to that month. (You don't need to run it multiple times for multiple months to catch up. )

Yes, this can be done via Tool #888 Update Closed Membership Information.

This can be done two ways: Via Tool #902 Update Membership/Account Reason Codes Enter the account base and the closed sequence # for the closed membership into the top section, then press Enter. The bottom section will reveal the existing code; enter a new one and press Enter to save. TIP: The advantage of this method is that you can also update the reason code that's on the base share account (-000) for this closed membership at the same time. Remember that some of our dashboards and rep  More...

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...

If you press the SHIFT key five times in rapid succession it will ask if you would like to turn on StickyKeys. If you click OK, it will turn on StickyKeys. StickyKeys is an accessibility option in Windows that allows for someone to use the CTRL, ALT or SHIFT keys one key at a time without having to hold the keys down. To turn StickyKeys off: Click on the Start button Click Control Panel If you see “Pick a category” with 10 categories below, click Accessibility Options, and then c  More...

For this use Tool #218 Closed Membership Report . This provides a listing of each of the memberships that were closed, along with the specific closed account reason code for each. If you do not want to print a report, but would like to use the information, you can select to Export To File, choose Account Detail for Query, and then you can download the resulting file onto your PC and into an Excel spreadsheet using Tool #1375 Data Transfers (Upload or Download) . NOTE: This report pulls the   More...

Yes. You will want to ensure that no other users are performing any general ledger processing when these steps are taken! The first step is to use Tool #202 Chart of Accounts/Budget Groups Maint and update the Current process month and year to 12/YY (December of the closing year). In addition you will want to flag the line item Current Processing year/month is equal to period 13 Y/E. Then create and post your entry using Tool #61 Create/Post GL Journal Entries. Remember to also post the ne  More...

GOLD cannot be installed directly on an iPad. However, GOLD can be accessed from a remote session server via various thin client access methods such as RDP emulators, etc. in much the same way Virtual Branch functions. However, CU*Answers does not officially support accessing GOLD via an iPad at this time. CUs can certainly access GOLD in this manner, though it is recommended they follow best practices and FFIEC/NCUA VPN recommendations concerning two factor authentication, encrypted sessions, P  More...

To update a member's credit bureau record for loans with your credit union once they are closed on CU*BASE you would need to use E-Oscar website. Your credit union would need to be registered with the bureau and receive a signon and password. If your credit union doesn't already have this access you will need to contact your bureau to get registered. Use the link below to see current information for contacting the different bureaus for access.

Make sure all monies is transferred from the branch vault to the bank (sell teller drawers to the vault first, then the vault to the bank) using Tool #32 Teller/Vault Cash Transfers Inquiry . Finally, suspend the branch using Tool #176 Branch Office Configuration . Once the branch has been closed for a period of time (we recommend after 90 days), you can move the members assigned to that branch to another branch based on where members are now performing the majority of their transactions.   More...

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...

The Closed Account Report and the Closed Membership Report have two versions. LCLACE and LCLMBE are the daily reports that run at EOD. These reports show closed accounts and closed memberships for a single day. LCLAC and LCLMB are the reports that are run from the CU*BASE menu and via Report Automation, and these show closed accounts and closed memberships for a given month.

The system does not and will not automatically copy Tracker notes from a closed account to an open account when the account or membership is reopened or reused. However, the user can manually copy the Tracker from a closed account or membership to an open account or membership using Tool #283 Copy Trackers to Other Member.

When data was converted as of the implementation of the 18.07 release, if there was a number in the Home phone or Fax phone field (both in MSHIST), these will be converted to records in the MASTPH database. However, work, cell, and previous phone numbers for closed memberships, stored in MASTRL, were NOT converted to the new MASTPH table for closed memberships. The data was not deleted, but there is no way to maintain it nor is it visible from closed member inquiry or maintenance screens. Going   More...

The Internet Retailer Support Center (IRSC) is a support desk at CU*Answers for credit union virtual channel project managers. It brings together several digital strategy products into one cohesive location and a single point of contact—no more searching across CU*Answers’ websites for forms saved in different places! Credit unions looking to expand their virtual channel marketplace will be able to shop and explore the offerings online as well as check project development status. The  More...

If you are wanting to re-open a loan that was accidently closed today you will need to use Tool #711 Re-Open Accounts/Memberships Same Day . If you are wanting to re-open a loan that was accidently closed on a prior day you will need to create a new loan and have it mirror the existing loan.

For an additional level of security or to fulfill complex password requirements, members may add special characters to their passwords. They may also add special characters to their security question answers. Some members may even use the feature that allows them to create their own security question, and they may elect to include special characters in that as well (for example a question mark). Allowed special characters are listed below. Some characters have special significance to certain   More...

A Gweep is a combination of a GUAPPLE and an iSweep. The base unit is identical to a GUAPPLE and it runs a virtualized copy of an iSweep appliance, eliminating the need for two physical units. (Note: on the network, the Gweep is still two logical units and requires two unique IP addresses - one for the GUAPPLE half, one for the iSweep half.) The network requirements for the Gweep are identical to that of the iSweep. Please review the articles below and ensure that the requirements of both   More...