Remote Deposit FAQs. General Questions

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1 Remote Deposit FAQs The following Frequently Asked Questions (FAQs) are provided for use with the Remote Deposit service. Select one of the following links to navigate to the FAQ topic you are interested in reading: General Questions Getting Started Remote Deposit Setup Resolving Problems General Questions How does the Remote Deposit service work? Remote Deposit is an online service that allows you to deposit checks from your home or office using your computer and an attached multifunction printer or other scanner device. Do I need special equipment to run this application? No. Remote Deposit is supported using standard home computers and scanning equipment. What types of checks can be processed through Remote Deposit? All personal and business U.S. checks can be processed through Remote Deposit. Checks from Canada and other non-u.s. countries, as well as third-party checks (that is, the check must be made payable to you), government checks, and Savings Bonds cannot be deposited through this service. Can the physical condition of a check prevent it from being including it in a deposit? Yes sometimes checks will not scan well due to light print or other problems. The system extracts information from the scanned check. The image quality of the scan could prevent the system from reading some key bank information such as the Routing Transit and account number of the check. Are there limits on the number of checks that can be included in a deposit? Yes. There is a limit of one check per deposit. Contact us for more information. Are there limits on the amount that can be deposited? Yes. A limit is set on the amount that can be included in a deposit as well as a limit on the amount that can be deposited in a day. Contact us for more information Are there any restrictions on when deposits can be made? You can create deposits 24-hours a day, 7-days a week, including weekends and holidays. When will my deposit be posted to my account? Deposits received electronically are processed and verified and will be posted to your account the next business day. How can I be sure of the status and processing of my deposit? The Remote Deposit service provides status of when deposits are submitted.

2 It is important to know there will likely be a delay between the time a deposit is submitted and the time the deposit is processed and the money made available in your account. You should use your online account web page to track the status of funds deposited to your account. If there is any issue with the deposit, you will see a reversal on your account and we will contact you by the address on file regarding the issue. Can I view deposit history? A history of deposits made through Remote Deposit can be viewed within the Remote Deposit application for up to 90 days. Can I deposit post-dated checks? The financial institution will process checks deposited with Remote Deposit at the earliest available deposit processing window, regardless of the date written on the check. What should I do with the paper checks after deposits are made? Once your deposit has been verified in the online banking system you should write VOID on the face of the original check. Original checks should be kept in a safe place until you receive your monthly statement. After that time the deposited and verified checks should be destroyed. Can the quality of the scanned check image effect my deposit? Yes. The software uses a process called Image Quality Analysis (IQA) to ensure the image of your check meets industry requirements. This process will also ensure that key bank information required to be on your check is readable. How secure is Remote Deposit? Remote Deposit features multiple layers of security including password protection, Internet firewalls, and 128-bit encryption, the highest level of security available. What if I am unable to process a check with this service? You will need to deposit your paper check at your nearest ATM or branch. Where do I go if I need additional help? Additional help can be obtained through your financial institution s Website. Back to the Top Getting Started What do I need to do before I get started? You may want to keep this FAQ open in a browser screen for easy access should you have additional questions as you get started. What hardware do I need to run this service? Computer with a current version of Windows XP or Windows Vista (32-bit). Windows Vista running 64 bit is not supported at this time. Mac computers will be supported in the future.

3 Standard desktop scanner or all-in-one printer High-speed Internet connection (recommended) Is administrator privilege required to run the setup? Yes, some steps in the install require you to have administrator privilege. If you attempt to run Remote Deposit setup without administrator rights then the setup will not complete successfully. If you are not sure of your user level you should do one of the following: If you are running Windows XP you can go to the Control Panel and select User Accounts. The User ID you are logged onto the PC with should be in that list and identified as being an Administrator. If you are running Windows Vista then you can use Windows Help and Support and query on Administrator. If you are not the Administrator for your computer then you will either need to have the computer administrator give you administrator privilege or have your computer s administrator run the Remote Deposit setup under their sign-on. What internet connectivity is required for this application? Broadband or DSL-type connections with running at 128K bit transfer is recommended. The application can be run with a dial-up connection; however you may find the performance to be slower when check image data is being transferred. Which browsers are supported with Remote Deposit? The service currently supports Microsoft Internet Explorer V6 or higher and Mozilla Firefox V3 or higher. Netscape and Safari (Mac) will be supported in the future. If you are using the Mozilla Firefox browser you will also need to have the Sun Microsystems Java Run-time installed on your computer (see FAQ below) What types of scanners are supported? Remote Deposit supports most industry standard scanners as long as they are compatible with the industry standard TWAIN interface. Back to the Top Remote Deposit Setup Do I need to have my scanner installed on my computer before setting up Remote Deposit? Yes. Be sure your scanner or all-in-one printer and drivers are fully installed and operational before running setup. Also be sure your scanner is connected to your computer and turned on before you attempt to setup the Remote Deposit application. Can I add a new scanner or multifunction printer after I have set up the service? Yes. You should complete your install of any new device(s) and make sure they are operating properly. When you go to the Remote Deposit web service you can use the Scanner List drop down on the Remote Deposit Front Scan page to select which printer/scanner you would like to use with the service. You can switch between devices as often as you would like. Will I need to download software to my computer before I can use Remote Deposit?

4 Yes. The application itself does not require a software download, however there are some plug-ins and drivers that you will need to download as part of the setup process. Why do I need to register the Remote Deposit application in my trusted sites? This is only required to meet the security requirements when running Internet Explorer on the Vista operating system. To register the application you should go to your browser s Tools drop down and select Internet Options and then select the Security tab at the top of the window. The following popup will be displayed. Select the Trusted sites in the display window and then select the Sites button. The following pop up will appear and will normally be prefilled with your Remote Deposit site name. If the web site name is not filled in then you will need to go to Remote Deposit web page and manually copy the name from the URL box at the top of the web page ( URL begins with http: ). All of the text in the field should be copied and then pasted into the Trusted sites add box.

5 Select the Add button to add the service to your trusted sites and then select Close. From there return to the application and continue the setup process. Why am I required to install software for this service? Remote Deposit installs services required to process the images produced by your scanner. If security pop ups are displayed you should select Install and/or Run to proceed with setup. Remote Deposit will not be able to run without this install. Will I need to enable ActiveX on my computer (Internet Explorer browsers only)? Yes, but only if prompted to do so by the Setup. The following settings are accessed under Internet Options in your browser s Tools drop down. Select the Security Tab and locate the following ActiveX controls and ensure they match the following settings: The desired settings should be: Automatic prompting for ActiveX controls Binary and script behaviors Download signed ActiveX controls Download unsigned ActiveX controls Initialize and script ActiveX controls not marked as safe Run ActiveX controls and plug-ins Script ActiveX controls marked safe for scripting Disable Disable Windows will not let me modify the ActiveX settings. What should I do? Windows requires you to have Administrator rights to change these settings. See the Is administrator privilege required to run the setup FAQ for more information. Is Java Software required to use the Remote Deposit? Yes When the Remote Deposit application runs on the Firefox browser, Java plug-ins are required to be installed. It is recommended that you install Java before running the Remote Deposit application. To install the Java software go to If you have not installed Java beforehand you will be asked to install the required Java plug-ins when you start the Remote Deposit application. Why am I being asked to accept an earlier version of Java when I start Remote Deposit? Accepting the message allows the Java plug-ins required by Remote Deposit to be installed. Will I need to enable cookies on my browser? Yes, but only if prompted to do so by Remote Deposit setup. For Internet Explorer users, cookie settings can be accessed by going to Internet Options in your browser s Tools dropdown. Select the Privacy Tab to modify the settings for cookies. Remote Deposit requires a setting level of either Medium (shown in bold) or Medium High.

6 For Firefox users cookie settings can be accessed by selecting Options inside of your browser s Tools dropdown. In the Options window select the Privacy Icon. Under the Privacy tab be sure that the Accept cookies from sites box is checked. (If you want to limit sites you will need to select the Exceptions button and add the Remote Deposit URL (URL begins with http: on the Remote Deposit web page) to the list.) What should I do if I am unable to complete the set up process? You should contact the Credit Union for additional information and help in getting Remote Deposit running on your computer. What has to be done to replace or add printer/scanner hardware? If you are replacing an existing printer/scanner, Remote Deposit will normally find and use the new device to capture your check images. If you are adding a new printer/scanner device and you have made the new device the default for your system then Remote Deposit will attempt to scan checks with the new printer scanner. If you want to continue to use the old printer/scanner and it is not the default you will need to select the device from the Scanner List drop down on the Front Scan page each time you use Remote Deposit. Back to the Top Resolving Problems When I try to scan my check, nothing happens. The following steps will help you identify and resolve common problems that may prevent you from scanning your check. If the printer/scanner you are now attempting to use has worked with Remote Deposit before o Un-plug/re-plug the printer/scanner and ensure that that your printer/scanner is turned on. o Also check that your printer/scanner s USB line is securely connected to both your computer s USB port and the device. If you have used Remote Deposit before on your computer but have just replaced or added a printer/scanner please see the section above on Adding/Replacing Printer/Scanner Hardware on your computer. If this is your first time attempting to use Remote Deposit on this computer... o Can you use your printer/scanner to scan paper with any other application or use the manufacturer s test tool? If not you should consult the manufacturer s user guide for recommended testing procedures. o Does your printer/scanner display any error messages or warning lights when you attempt to scan the check. If so you should consult the manufacturer s user guide problem resolution directions.

7 o Are you using a network attached printer/scanner device? If so Remote Deposit requires the device to be locally attached to the computer. In this case you will need to change the printer connection to local to use the application. o Check to ensure Remote Deposit is using the correct device driver for your printer/scanner by following these steps From the Remote Deposit main screen enter any check amount and select next to go to the Scan Front page. On the Front Scan page select the driver list. You should insure the driver for the printer/scanner you are attempting to use is selected. If your printer/scanner is not selected then you should select the driver that matches the name of your scanner and attempt to scan a check. o If the scanner continues to not work and your scanner list contains a driver that begin with the letters WIA followed by the name of your printer scanner you should select this driver and attempt to scan a check. If the scanner continues to not work, please download and install the latest drivers available for your scanner, reboot your PC, and repeat the login and check deposit process. If none of the above corrects the problem you should contact your financial institution s support center. If you are a first time user running under the Windows Vista operating system please review the following steps o Windows requires a user be an administrator before they can install new software. If you tried to run Remote Deposit setup without administrator rights then the setup will not have completed successfully. If you are not sure you can check your user level. Windows XP users can go to the Control Panel and select User Accounts. Windows Vista users should use Windows Help and Support and query on Administrator. If you are not the Administrator for your computer then you will either need to have the computer administrator give you administrator privilege or have your computer s administrator run the Remote Deposit setup under their sign-on. See the Running Setup as the Vista Administrator. Check to see if your security settings are set too high. See Will I need to enable cookies on my browser? o Check to see if your trusted site has been added. See the FAQ for - Why do I need to register the Remote Deposit application to my trusted sites? If none of the above corrects the problem you should contact your financial institution s support center.

8 The scanner appears to scan the check but I do not see an image? Be sure that you are using the scan button on the Remote Deposit web page to run the scanner. Remote Deposit will not be able to obtain the check image if you use your printer/scanner hardware buttons to run the scan. If you are using Internet Explorer you may want to verify that your ActiveX control is enabled. To check this please go to the Will I need to enable ActiveX on my computer? FAQ and ensure all options are set correctly. If you are unable to resolve this problem by using the other drivers in your list you should call the Credit Union. The image of my check on the Remote Deposit screen is distorted. If you are experiencing this situation, check the Scanner List on the application Front Scan (Step 2) page. If there is another driver available, select and use it to run another scan. If you are unable to resolve this problem by using the other drivers in your list you should call the Credit Union. My scanned check image appears normal in the display but the Remote Deposit application is not accepting it. You should be presented with a message box that will allow you to accept the scanned image if it looks acceptable. If you are not seeing a message box like this and the application is not letting you proceed, please contact the Credit Union. Attempt to rotate the image or rescan the check. If this doesn t help, see if this same problem occurs with other checks. If so then your printer/scanner may not be creating images in a compatible format. In this case you will not be able to use this printer/scanner with this application. I see my endorsement on the back image but the Remote Deposit application is not accepting it. Remote Deposit looks for the endorsement on the correct end of the check. The endorsement needs to appear on the right-hand side of the scanned image. It s possible the wrong end of the check was endorsed or the check was scanned upside down. Try using the rotate button to re-orient the image on the screen. If you are unable to resolve the problem you should contact the Credit Union. The application screen disappears when I scan. The application screen may have dropped to the background behind other screens you have running. See if the screen is still active on your desktop toolbar, click on the application to make it active, and continue. If the Internet Explorer session has truly disappeared, please contact the Credit Union. Why does my Internet Explorer browser security status show that Protected Mode is OFF? This is the normal Protected Mode status for sites that are listed in the trusted site list. Back to the Top

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