CB$ Troubleshooting Tips

You must be using Netscape 4.75 or higher; or Internet Explorer 5.01 with Service Pack 2 or higher. To check your version, open the browser, click on “Help,” then click on “About.”

Your browser must have 128-bit SSL encryption capability. You should consult your agency’s Information Technology staff for assistance in upgrading your browser. To verify that your computer has this capability, click here: https://www.treasurer.state.nc.us/ssltest/128okay.htm. All recent browser versions have this capability (Netscape 4.75 or higher, and Internet Explorer 5.5 or higher). Following are the links to Netscape and Microsoft where you can download the most recent browser version: http://www.microsoft.com/windows/ie/downloads/default.asp
http://home.netscape.com/computing/download/index.html

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Viewing Problems

	CB$ Web site is available only during the hours 7:00 a.m. to 5:00 p.m., Monday thru Friday (Except State holidays). Attempted access outside these hours will result in a ‘page cannot be found” error.
	Screens are best viewed if display resolution setting is 1024 x 768. Should you desire to keep your settings at another setting (e.g., 800 x 600), upon viewing a screen that opens in a new window, you can maximize the screen, thereby enabling both horizontal and vertical scroll bars to allow the entire screen to be viewed. To maximize the screen, place your cursor on the blue part of the window (at top), and double click. With some browsers the screen will automatically maximize, while with others you will need to double click on each new window that opens.
	Some operating systems have image viewers that may not be compatible with CB$ image formats. Additionally, images received by NCDST from the Federal Reserve Bank (FRB) on and after June 26, 2003 were received with a different compression version (JPEG v.7) than those received prior to that date (due to a change made by the FRB, not NCDST). The NCDST has acquired an enterprise license for a viewer available for downloading that should be compatible with all images downloaded from CB$. The browser is only to be used by agencies utilizing CB$, and not for any other distribution. The Tiff Surfer browser plug-in may be downloaded by clicing here: tiffsurf.exe.
	Your computer may have image file types (.jpg and .tif) associated with other programs, which will prohibit you from viewing the warrants properly. To determine what program (viewer) is being used, click on My Computer, and then select View. From the drop-down menu, select “Options,” then click on “File Types,” which will display the various extension types. Highlight each image type (.jpg and .tif) to view its associated default program. To change the default program (viewer) to be used, select “Edit” and then “Edit” again. You can then browse to find the program (viewer) you wish to associate with the image extension type. Tiff Surfer should be selected if you have downloaded this plug in.
	Some other program installed on your PC may be causing a conflict with the image viewer. QuickTime and some filtering programs sometimes cause such conflicts. These programs may have to be reconfigured or uninstalled. Consult your technical support for assistance.
	Images warrents paid more than two years ago (but after November 1, 1999 when imaging started) may have been purged from the online database and stored on platters. In this case, a message will be displayed informing you to contact the CB$ Help Desk. The appropriate optical platter will be loaded onto the system within 24 hours. The image will then be available online for approximately three days. (Warrants paid prior to November 1, 1999 are on microfilm and must be obtained from NCDST.)
	Occasionally, a particular warrant image will have some other unique problem, not allowing you to view it. In this case, you can contact CBS.Help@treasurer.state.nc.us, and the NCDST will obtain a copy and e-mail it to you.

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User/ID Password Information

	User IDs for an agency Admin are assigned by the NCDST when CB$ is initially made available to the agency.
	The agency’s CB$ Admin is responsible for assigning user IDs to the agency users and communicating that user ID to the user.
	A system-generated password is sent to the user via email when the Admin activates the new user after being created, and again if the Admin resets the user’s password.
	If the email containing the system-generated password is not received by a new user, the Admin should check to: determine if the user’s email address was entered correctly when the user was set up; and/or determine if the user was activated after being setup (see menu item ‘view user’).
	The system-generated password must be changed at the first logon attempt. Because the system-generated password may be difficult to retype, it is recommended that the user use the “copy and paste” method to input the password received via email. Be careful that you do not highlight space that may be at the end of the password.
	The password must be from 8-16 characters; and must contain at least one uppercase alpha, one lowercase alpha, and one numeric character. Passwords are case sensitive and expire after 45 days.

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Login Problems

	Keep in mind that both your user ID and password are case-sensitive. Be sure that your Caps Lock key is not engaged, and type carefully. In case of system-generated passwords received via email, it is best to use the 'copy and paste' method to input the password. Be careful that you do not highlight space that may be at the end of the password.
	If you have forgotten your password, you must contact your Admin to have it reset. Resets for an Admin are performed by the NCDST. Resets for an ordinary user must be performed by the agency Admin, not NCDST. Upon being reset, the new system-generated password will be sent to the email address on file.
	A user will be locked from the system upon three successive failed password attempts. In such case he/she must contact his/her Admin to have the user's password reset. Resetting the password automatically unlocks the user.
	The CB$ server may be down, in which case a message will be displayed. You can try again later. If the problem continues, contact the CB$ Help Desk.

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Role Assignment and Account Mapping

	The Agency Admin should assign the following roles to all users he/she creates: ‘Security’ and ‘Messaging.’ The role ‘AGNCYADMN2’ should not be assigned, even though it is a role available on the pick list. Otherwise, the user’s menu will not be properly displayed.
	If a particular function (e.g., stop payment, statement download, etc.) is not on the user’s menu, he/she may not have been granted the role that contains the function by the agency’s Admin.
	If a user has been granted a particular role, yet cannot perform a function within that role (e.g., stop payment, statement download, etc.), that group of functions may not have been mapped to the account.
	The agency Admin can only perform admin functions (i.e., create users, activate users, reset passwords, etc). If the Admin needs to perform non-admin functions (e.g., stop payments, statement downloads, etc), he/she must create another user ID for him/her to act as an ordinary user.

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CB$ Help Desk

	The Help Desk’s e-mail address is CBS.Help@treasurer.state.nc.us. (without the $ symbol)
	Telephone number is (919) 508-5914.
	Inquiries not pertaining to CB$ should be made to the normal agency assistance telephone number: (919) 508-5976.
	Before contacting the help desk, you should refer to the CB$ frequently asked questions, which answers most questions. CB$ Frequently Asked Questions.

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