Remote Deposit Capture:
FAQs

FAQs

Q: I JUST RECEIVED MY CHECK SCANNER, NOW WHAT?

A: Plug in the power cable and USB cable to their respective connections. To deposit your checks, you will need to access the merchant-capture website. Your login credentials should have been provided to you by your local banker or a ConnectOne IT Technician. If you are missing the necessary software needed for proper functionality of your scanner, please reach out to your local banker for assistance.

Q: I DON’T SEE THE ACCOUNT(S) THAT I NEED TO DEPOSIT CHECKS TO, WHAT SHOULD I DO?

A: If certain accounts are missing from the accounts drop down list, please refresh your browser first to see if that resolves your issue. If the problem persists, please reach out to your local banker to see if the account needs to be added into your main merchant account or if your user account needs to be given the proper access to see the account.

Q: CAN I USE ANY BROWSER TO ACCESS THE DEPOSIT WEBSITE?

A: The recommended browsers which you should use are Microsoft Edge or Google Chrome. Any other browsers will result in errors and the scanner not working properly. Please refer to your company's IT department/personnel if you need updates run on the device used for scanning checks.

Q: I NEED TO ADD A NEW USER WHO CAN ACCESS SOME OR ALL OUR ACCOUNTS AND MAKE DEPOSITS. WHAT SHOULD I DO?

A: An admin user can reset passwords and add or delete additional users. Please refer to the RDC User Guide for additional information.

Q: WHAT IF I AM LOCKED OUT OF MY RDC ACCOUNT / FORGOT ANSWERS TO SECURITY QUESTIONS OR NEED A PASSWORD RESET?

A: An admin user can reset passwords and add or delete additional users. Please refer to the RDC User Guide for additional information.

Important Note Regarding Passwords:

For security reasons, the platform requires that you change your
password at regular intervals.
Passwords cannot contain two identical, consecutive characters.
A user's password can only be reset once every 24 hours.
Passwords must be a minimum length of 8 characters and include a mixture of:

Uppercase (A-Z) and lowercase (a-z) characters.
Numbers (0-9)
Special characters (@, !, #, and so on)

FAQs

Q: CAN I USE THE SAME COMPUTER FOR MY CONNECTONE BANK DEPOSITS THAT I ALSO USE TO MAKE DEPOSITS INTO OTHER BANKS?

A: Unfortunately, our scanner and software work together on one dedicated computer. The dedicated computer must not have other bank's software installed as this will cause scanning problems and is not supported.

Q: WHAT IF I NEED TO MOVE MY SCANNER TO A DIFFERENT COMPUTER?

A: If you need to migrate your scanner onto a new PC, you will need to have the scanner software and drivers installed on the new machine prior to you attempting to scan checks. Please contact our Client Connection Center or your local banker if you need assistance reinstalling the necessary software and drivers or refer to the Installation section of this guide for instructions.

Q: MY SCANNER KEEPS GETTING JAMMED WHEN I PUT IN MORE THAN 10 CHECKS AT ONE TIME. WHY IS THIS HAPPENING?

A: To avoid any jams, we strongly advise to only scan 10 checks at one time. Overloading the scanner with checks can cause frequent jamming of the scanner, damaged checks or reduction of the scanners lifespan.

Q: WHEN I TRY TO LOG INTO MY ACCOUNT, THE PAGE DOES NOT LOAD, BUT DISPLAYS A MESSAGE SAYING "PLEASE WAIT". WHAT CAN I DO TO RESOLVE THIS?

A: To resolve any issues with your page not loading properly, please ensure your Internet browser is updated to its latest version. Clear any old browsing data or cache which may cause decreased load times. Please ensure your Internet connection is stable to avoid browser delays.

Q: AFTER I AM DONE SCANNING, THE NEXT PAGE DISPLAYS AN ERROR SAYING "NO MICR". WHAT SHOULD I DO TO RESOLVE THIS ERROR?

A: The "No MICR" error is a common error. To resolve this, simply click "accept" on the bottom of the page to bypass it. If there is no "accept" option available, the check with the displayed error can be rescanned facing another way or placing the check upside down. If all else fails, you can scan the check through the ConnectOne Bank mobile app or in person at your nearest ConnectOne Bank retail office.

Q: WHEN I TRY TO START MY SCANNER BY CLICKING "CAPTURE IMAGE", I GET AN ERROR DISPLAYED AT THE TOP OF THE SCREEN WHICH SAYS "COMMUNICATION FAILURE WITH DEVICE". WHY IS THIS HAPPENING?

A: To correct this error, click on the arrow pointing up in the bottom right corner of your screen (Figure 1). If you see a dark-blue logo which says "Webscan" (Figure 2), right click on it and select "exit" (Figure 3). Search for the program "Webscan" and simply double-click on it so it can be rebooted (Figure 4). Once this program is running in the background, you may begin scanning your checks. The error mentioned above may re-appear, simply click "exit" and then "reset". When you click "capture image", the scanning should begin automatically after proper initialization.

FAQs

Figure 1

Figure 2

Figure 3

Figure 4