FUJ00068089
FUJ00068089
Peak Incident Management System
Call Reference PC0054604 Call Logger _Customer Call_ -- EDSC
Release Targeted At -- CSR-CI3_2R Top Ref E-0009250462
Call Type Live Incidents Priority B -- Business restricted
Contact _ EDSC Call Status Closed -- Advice and guidance given
Target Date _—_ 29/09/2000 Effort (Man Days) 0
Summary FAD157227 System Operational Integrity Violation
Progress Narrative
pat
5-Sep-2000 10:51:00 User: Customer Call_
CALL PC0054604: Priority B:CallType L - Target 28/09/00 11:51:06
25/09/00 09:39 Clerk ringing in regard to call ref: 0009
25/09/00 09:41 uk0s1682
information: pm ringing in connection to call ref: 0009250353. They
have rebooted counter 2 twice but still get the same message:
system Operational Integrity Violation, user cannot log on
25/09/00 09:42 ukog1682
ccess Times: Mon-Thur: 09.00-17.30 closed 1-2 for lunch
led: 09.00-13.00
sat: 09.00-13.00
25/09/00 10:03 GBoB2686
Repeat Call: pm has just called up again and is wondering wether she
ill be getting an engineer out or some help reguard to her
system that is down.
25/09/00 11:34 GB082638
Repeat Call: pm wanted update to if a call back is going to happen or
ants to know when engineer will be calling.
25/09/00 11:42 GBos2641
information: This error relates to KEL Reference: PCarrol11535R.htm ,
lwhich states that the Patch should be regressed and
jre-applied. The counter should NOT be swapped. This is not a C14
site.
25/09/00 11:59 062523
information: please inv operational integrity violation.
IF} Call details
Diagnostician name:
customer opened date 25/09/2000 09:39:38
CALL Pc0054604 opened
Date:25-Sep-2000 13:32:00 User:Barbara Longley
[the call summary has been changed fro:
clerk ringing in regard to call ref: 0009
[the call summary is now:-
FAD157227 System Operational Integrity Violation
target Release updated to CSR-CI3 2R
Product EPOSS & DeskTop Counter Common added
lDate:25-Sep-2000 15:51:00 User:Paul Steed
If} Response +
IPRESCAN:Before the call was sent to us, it was updated as follows: -
25/09/00 11:42 GB0B2641
information: This error relates to KEL Reference: PCarroll1535R.htm ,
hich states that the Patch should be regressed and
ie-applied. The counter should NOT be swapped. This is not a CI4
site.
hy has the call been sent to SSC? I thought that SMC was tasked with the
patching process.
[END OF REFERENCE 21855461]
Responded to call type L as Category 64 -Published Known Error
jours spent since call received: 0 hours
Defect cause updated to 99:General ~ Unknown
CALL PC0054604 closed: Category 64, Type L
[the response was delivered to: Powerllelp
JDate: 26-Sep-2000 10:57:00 User: Customer Call_
CALL PC0054604 Reopened: This incident has beén reopened
ALL PCO054604:Priority B:CallType L = Target 29/09/00 11:57:51
emery
26/09/00 09:02 GBo82204
information: voiced to smc who advised to reboot the counter and he will
chase the engineer smc dist
26/09/00 10:34 GBO82471
lepeat. Call: Julie the pm phoned to say after re-booting she has a new
Incssage now reading "error veryfiying desktop componants
lrror code c10200b8"
26/09/00 10:57 062523
FUJ00068089
FUJ00068089
information: checked the Software patch status for ctr 2 on the webpage
land all is ok, down loaded the directory from counters and
ctr 2 has an extra riposte signed 4 1, regressing.
6 062523
checked commit directory for ctr 2 and riposte signed not
3 UK061824
have requested PM to reboot counter 2.
6 UKO61824
PM is still getting same error after reboot.
26/09/00 11:21 GROa2839
Repeat andrew from nbsc called adv of situation and is being
hooked into
26/09/00 12:02 062523
information: have found riposte signed on ctr 2 and the product has been
removed, the pm has rebooted and the ‘integrity! message is
still there, please check the commit directory and remove
lany leftover files.
26/09/00 12:05 062523
lReOpen OTT: * NULL TEXT SUPPLIED *
lr} Call details
biagnostician name:
IDate:26-Sep-2000 12:11:00 User: Customer Call_
EMPTY 26/09/00 13:14 GB082205 HSH1 Repeat Call: PM rang chasing this up as
they going to have problems with
balancing if the problem is not sorted out tomorrow.
hdvised pm that this call has been passed onto our third
line support team.
JDate:26-Sep-2000 16:05:00 Uscr:Gary Maxwell
[the Call record has been assigned to the Team Member: Rakesh Patel
ltours spent since call received: 0 hours
Date: 26-Sep-2000 16:30:00 User: Customer Call_
leMPTY 26/09/00 16:54 GB082472 HSH1 Repeat Call
jout what is happening with this
call as pm is getting worried about balancing and he needs
this ctr to be running as he is a busy office. 26/09/00 16:56 GB082472 HSH1
fscalate: called barbara longley for advise on what to say to rnm in
regard to this call. 26/09/00 17:01 GB082472 HSH1 Advice: advised rnm that
[this call is being reassigned to someone
lin ssc now but am unsure of the time scale for the completion
lof the problem
ynm has called now to find
lbate:27-Sep-2000 0
If} Response :
ladvice Given
It have reviewed the event logs for this site and can confirm that counter 2
is now reporting 'Riposte function RiposteCreateMessagePortEx failed- The
license
jobject for the current build could not be vaildated' and also ‘Replication
jslowing- suspect comms problem’.
Ismc (Mark) i do not beleive this to be a comms issue nor an issue regressing
jpatches! I beleive this to be an issue relating to a possible corrupt
jessagestore. Please send an engineer to swap the affected counter 2. This is
Inot a new site.
[END OF REFERENCE 21881239]
responded to call type L as Category 94 -Advice and guidance given
Hours spent since call received: 0 hours
lbefect cause updated to 41:General - in Procedure
caLL Pc0054604 closed: Category 94, Type L
the response was delivered to: PowerHelp
3:00 Uscr:Rakesh Patel
[Date:27-Sep-2000 08:18:00 User: Customer Call_
Pate and time complete: 27/09/2000 09:23:36
service Complete (Confirmation) Received
Root Cause General - in Procedure
Logger _Customer Call_ -- EDSC
Subject Product EPOSS & DeskTop -- Counter Common (version unspecified)
Assignee Deleted User -- EDSC
Last Progress 27-Sep-2000 08:18 -- Customer Call_