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  • 1. How do I submit a request for technical assistance to My Virtual StrongBox? Public
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    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.
  • 2. I changed my workstation configuration in CU*BASE to specify a certain "General Printer" ID, but my screen shots are still going to another printer. Why are they not going to the ID I defined? Public
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    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.
  • 3. 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...
  • 4. Can GOLD be installed on an iPad? Public
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    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...
  • 5. What are the differences between an online ASP and in-house e-document strategy? 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...
  • 6. What is the Internet Retailer Support Center (IRSC)? Public
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    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...
  • 7. What is the difference between Single Premium, Level Rate and Monthly Renewable credit insurance? Public
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    All three of these terms describe the manner in which a credit disability premium is calculated for a specific loan. Single Premium - Calculates the premium through a set of rates that correspond to the Original Term of the loan. The premium amount assumes insurance coverage for the full term. This premium is added up front to the loan balance when the loan is created, hence Single Premium . If the loan is paid in full early, the borrower is entitled to a refund for the time between the pay  More...
  • 8. How do I get my CUNA Mutual loan insurance reports after monthly premiums post? Public
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    All vendor (CUNA or any other insurance vendor) Loan Insurance and Debt Protection Reports can be found in CU*SPY. They can also be directed to print or archive using menu Tool #573 OUTQ Report Control . The Report Names in this option are: Loan Insurance = TCUNAS/QPRINT2, TCUNAS QPRINT3, Debt Protection = TCUNAD/QPRINT2, TCUNAD/QPRINT3. One report is the actual posting of the premiums, the second report extracts and of the 'exceptions' in one list, making it easier for a team member  More...
  • 9. What are the network requirements for a Gweep? Public
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    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...
  • 10. 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 cov  More...
  • 11. For CPI force-placed insurance, how is the payment change to recover the CPI premium calculated? Public
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    The payment change (payment to recover CPI premium) uses the standard amortization formula (remember this requires a scientific calculator to calculate the exponent ^): (r*v)/(1-(1+r)^-n) r = monthly rate v = value (i.e. CPI premium) n = # payments The number of payments to amortize is the lesser of the CPI term (from system configuration) or the number of payments left on the loan.
  • 12. I'd like to generate a report but don't want to waste paper actually printing a hard copy. How do I do that? Public
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    Save trees, save paper – Use your credit union’s virtual printer instead! Ever wondered how to generate a report without wasting paper actually printed a hard copy? HOLD it instead! Wherever you can enter a printer ID, you can enter HOLDxx (where xx is your credit union’s 2-character CUID) and the report can be viewed in your spooled files list but will not actually print a hard copy unless you move to one of your printer queues. TIP: You can also send things to the INST  More...
  • 13. How does CU*Answers handle controls regarding ransomware and backups? Public
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    CU*Answers is occasionally asked about controls regarding ransomware and backups. Some questions are related to our data processing software (CU*BASE) and others are related our Imaging System (CU*Spy). CU*Answers and our credit union clients are on entirely separate, segregated networks, and therefore it is highly unlikely if one business victimized by ransomware that both entities would be affected. The CU*Spy discussion does not apply to clients that have their own in-house imaging solutio  More...
  • 14. What procedures are in place to prevent CU*Spy backups from being affected by ransomware? Public
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    Encrypted backups are made to NAS devices. Backup system is monitored 24/7. Backups are made daily. Backups are virtualized for speedy recovery. Credit unions may purchase media, or may download all their reports and documents to their own in-house devices. These backup processes are tested quarterly.
  • 15. What is the Alerts page? Public
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    The Alerts page is a link reached by clicking on the “NET” globe at the top right portion of your CU*BASE GOLD screen. A drop-down menu with several links appears, and Alerts is one of them. The Alerts page is used to warn you of any unforeseen problems, let you know about any issues that have suddenly come up, quickly make you aware of important announcements, and let you know about enhancements and corrections as they occur. It is a virtual bulletin board for important, late-bre  More...
  • 16. How do I schedule my staff for online training? Public
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    If you are a new client, the CU*BASE Conversion Team will provide you with a tentative schedule for the 3 weeks of virtual or online training. You may adjust this schedule as needed, assign trainers, and attendees. For existing clients, visit our web site at www.cuanswers.com , click Clients then Education to view all education opportunities, including online courses.
  • 17. What is Debt Protection coverage? Public
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    This new loan coverage is NOT an insurance product, therefore not governed by normal Insurance regulations/audits. It is designed to cover situations not normally covered by Disability/Life Insurance. For example: divorce, loss of a job, drop in income. It uses a Level Rate calculation and cannot have the words insurance or premium used on the posting of the debit to the loan. Although it may currently be used as a self-insured offering, insurance companies warrant the loan disclosure fo  More...
  • 18. I have a loan with CPI force-placed insurance. I adjusted the payment amount and moved the due date forward. Why did CU*BASE then readjust the payment amount? How do I handle these situations? Public
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    As an example, a credit union had a loan with force-placed insurance and changed the payment amount and advanced the due date. Because this loan had a CPI force-placed insurance placed on it, CU*BASE handled it in the following manner. The credit union did an extension on this members loan yesterday, including advancing the next due date into the future and changing the payment amount from $205.39 to $104.00. This morning (05/21/13) CU*BASE changed the payment amount from $104.00 to $89.88. T  More...
  • 19. I use the escrow payables feature to pay PMI for my members with mortgages. Is there an easy way I can gather information about PMI paid to members? Public
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    If you use the CU*BASE Escrow Payables system for your mortgage loans, you can obtain the yearly amount that is being scheduled to pay for PMI from the Escrow Disbursement History on the individual loan. Launch Tool #570 “Open /Update Escrow Disb. Records” Enter the mortgage account number Select the Payee that represents the member’s PMI Choose the History option Depending on when you view this history, of course, you may need to extrapolate any remaining months of the year t  More...
  • 20. Understanding Writers, Printers, Spooled Files and OUTQs Public
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    What is the difference between writers, printers, spool files and OUTQs ? Have you ever been confused when someone said “What is in your OUTQ?” Do you ever run a report and then wonder why it's not printing? What is a spool file? Let's get the terms straight. Writer (Printer) To start, think of writers and printers as the same thing. It's how the IBM system refers to its connection to a physical printer. OUTQ Next, an OUTQ (an abbreviation for output queue, commonly prono  More...
  • 21. Where can I get help for payment issues with 360-day interest calculation mortgages, interest accruals, and payment & interest corrections? Public
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    Refer to the resources below for assistance with these topics. These topics are covered in the virtual or on-site Mortgage training offered by Lender@VP.
  • 22. Why won't my screen shots, histories, or totals print? Public
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    Almost without exception, this printing problem is caused by working on a session that has no default printer configured. There are usually three sessions set up for you, (G0 G1 G2) so if your workstation ID shows G3 or higher, you most likely no longer have a default printer. How do you get a default printer? When you launch a GOLD icon for the first time on a new workstation, it creates a "virtual device" on the AS/400 system here at CU*Answers. It is a newborn device and doesn't know where to  More...
  • 23. How does CU*Check 21's image archive work? Public
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    Your credit union separates deposited items into three types: On-Us (member share drafts that can be cleared internally), Transit items (checks drawn on U.S. financial institutions that can be collected electronically), and Miscellaneous (checks and other items that cannot be legally collected electronically, such as foreign items, savings bonds, and damaged or poor quality items). All items of similar Work Types are placed into batches. A credit ticket is attached and each batch scanned using t  More...
  • 24. What is MPLS? Public
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    MPLS stands for Multi-Protocol Label Switching. Bet that clears things right up, huh? As the name suggests, it is capable of handling multiple protocols (in fact it actually supports both OSI Layer 2 and Layer 3 services) including Ethernet, Frame Relay, and ATM. But let's not get crazy with techno-jargon. If you want that, I'll include some links below for further edification. Here's what it means to us: MPLS is a new and better way of delivering sensitive and critical information to your insti  More...
  • 25. What does ACH stand for? Public
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    The Automated Clearing House (ACH) is a nationwide mechanism that processes electronically originated batches of credit and debit transfers. ACH credit transfers include direct deposit payroll payments and payments to contractors and vendors. ACH debit transfers include consumer payments on insurance premiums, mortgage loans, and other kinds of bills. Debit transfers also include new applications such as the point-of-sale (POS) check conversion pilot program sponsored by the National Automated C  More...