A breakdown of the reason for the calls is given below:
1. Past to NBSC (Network Business Support Centre) = 3
2. Power Cut = 1
3. PinPad = 1
4. Error Events Monitored = 2
5. PIN (Personal Identification Number) = 2
6. System Freeze = 3
7. Duplicate Call = 1
8. Keyboard (KB) = 1
9. Flood Damage = 1
11. Information Request = 1
12. Loss of Network Connectivity = 5
13. Encryption Key Renewal = 3
14. Credit Card = 1
15. Bar Code Reader (BCR) =1
16. One Shot Password (OSP) = 1
17. Office Closure = 1
Call reference details and an overview of each call are given in date order below:
1. Thu 08 September 2005 13:40 call Reference E- 0509080545
New call taken by Anthony Vasse: pm (post master) wants to check foreign
currency rates.
Resolution:
Call Closed by Anthony Vasse - Thu 08 September 2005 13:41: referred pm
to nbsc (Network Business Support Centre) for currency rate issue.
Outcome
PM enquiry past to the NBSC for resolution.
FUJ00083726
FUJ00083726
FUJ00083726
FUJ00083726
2. Thu 10 November 2005 08:42 call Reference E- 0511100151
New call taken by Denise Miller: BRANCH TRADING > FAILING TO
ROLLOVER 09/11 @ 03:15
Resolution:
Call Closed by Denise Miller - Fri 05 May 2006 12:26: @@BIM - matter
resolved last year.
Outcome
This call was logged at the same time as E-0511100152 about the same
problem of failing to rollover, which was passed to the NBSC(Network
Business Support Centre) for resolution.
3. Thu 10 November 2005 08:42 call Reference E- 0511100152
New call taken by Anthony Vasse: pm (post master) is not in the right ca
(Cash Account) period and has not rolled over this morning.
Resolution:
Call Close by Anthony Vasse - Thu 10 November 2005 08:44: referred pm to
the nbsc for trading balance issue.
Outcome
PM enquiry past to the NBSC for resolution.
4. Sat 10 December 2005 09:53 call Reference E- 0512100110
New call taken by Erica Tidman: caller has a power failure, contacting horizon
to inform helpdesk
Resolution:
Call Close by Erica Tidman - Sat 10 December 2005 09:55: power failure,
power failure recorded, ref given
Outcome
The PM was logging this call to inform the helpdesk that the PO (Post
Office had just had a power cut.
5. Wed 04 January 2006 16:34 Call Reference E- 0601040801
New call taken by Simon Hopperton: pm states that the pinpad is not working
as it keeps coming up with the error message that the customer has made an
unsuccessful attempt.
Resolution:
Call Close by Simon Hopperton - Wed 04 January 2006 16:41: pm states that
the pinpad is not working as it keeps coming up with the error message that
the customer has made an unsuccessful attempt. pm hung up. pm is happy to
close call
Outcome
PM advised to check cables and also walked through reinstallation of the
Pinpad.
FUJ00083726
FUJ00083726
6. Wed 04 January 2006 17:26 call Reference E- 0601040831
New call taken by Ricky Law - Wed 04 January 2006 17:33: PM need
walkthrough pinpad installation
Resolution:
Call Closed by Ricky Law: PM needed pinpad install walkthrough . PM given
instructions on how to do a pinpad installation. Said to call back if any
problems occur.
Outcome
PM given help on how to re-install a pinpad to see if it fixes the fault.
7. Wed 04 January 2006 17:35 Call Reference E- 0601040835
New call taken by Nicola Whitehead: pm states that she is having problems
after speaking to Ricki Law regarding the pinpad
Resolution:
Call Close by Sam Roullier - Thu 05 January 2006 15:09: ** [No Remark
entered.] Call closure code of FAILURE and repair code 827
Outcome
An engineer was dispatched to replace faulty pinpad as previous attempts to
fix fault did not work.
8. Thu 05 January 2006 02:23 call Reference E- 0601050008
New call taken by David Hunter: Critical Event received @ 01:15:43; 'An
unexpected error occurred while attempting to insert a message. Timeout
occurred waiting for lock (0xC1090003
Resolution:Call Close by David Hunter - Thu 05 January 2006 03:57: closing
call
Outcome
An automatic error event was picked up by the SMC (System Management
Centre) [2nd line support] and a call was logged. The SMC referred to KEL
(Known Error Log) database ref: JSimpkins338Q. The KEL recommends a
remote counter reboot which fixed the problem and no further events were
seen.
9. Fri 13 January 2006 15:58 call Reference E- 0601130555
New call taken by Keely Fitzgerald: pm states that her pinpad won't accept
cards.
Resolution:
Call Close by Akram Ali - Mon 16 January 2006 15:31: ** [No Remark
entered.] Call closure code of FAILURE and repair code 821
Outcome
After pm checked the pinpad an engineer was dispatched to replace it.
10. Wed 18 January 2006 09:15 call Reference E- 0601180136
New call taken by Darryl Johnson: PM states that he has had to reboot and
got new PIN (Personal Identification Number) printed but PIN is not going
through on the system.
Resolution:
Call Closed by Darryl Johnson - Wed 18 January 2006 09:20: PM states that
PIN (Personal Identification Number) is not going through on the system -
reboot -ref offered
Outcome
A new PIN was allocated to the PM.
11. Wed 18 January 2006 17:45 call Reference E- 0601180817
New call taken by Hamid Abdul: pm states screen froze during transaction
Resolution:
Call Close by Hamid Abdul - Wed 18 January 2006 17:47 m states screen
froze during transaction. reboot required.
Outcome
PM contacted the helpdesk as the screen had frozen on counter 2. The pm
was advised to re-boot the counter which then continued to operate as
normal.
12. Mon 23 January 2006 08:58 call Reference E- 0601230120
New call taken by Sam Roullier: PM states that they cleaned the other day
and they have disconnected cable now he has gone to enter his PMMC card
(Postmaster Memory Card) but doesn’t know where his pin is.
Resolution:
Call Close by Katrina Brooks - Mon 23 January 2006 13:49: have been able
to contact site and speak to pm, pm reports that he has found his pin and has
been able to complete the reboot of counter
Outcome
The pm contacted the helpdesk to say that they had lost their PIN which is
input when using the PMMC card, which is used by sub-postmasters to log
onto their terminal. PM stated that they had found their PIN and logged in ok.
13. Mon 23 January 2006 13:10 call Reference E- 0601230734
New call taken by Stephen Ashby: pm states ber (Bar Code Reader) is not
working
Resolution:
Call Close by Joseph Mould - Mon 23 January 2006 15:06: engineer adjusted
cable tested ok Call closure code of and repair code 824
Outcome
Engineer went to site and adjusted BCR cable on counter 2 and tested OK.
FUJ00083726
FUJ00083726
14. Mon 23 January 2006 13:15 call Reference E- 0601230737
New call taken by Stephen Ashby: pm states ber not working
Resolution:
Call Close by Stephen Ashby - Mon 23 January 2006 13:17: pm states ber
not working. reboot required. ref no offered.
Outcome
This appears to be a duplicate call for the BCR on counter 2 which was
resolved as per previous call E- 0601230734.
15. Thu 16 February 2006 15:30 Call Reference E-
0602160746
New call taken by Louise Peplow: Pm states that the KB (Keyboard) is not
accepting swipe cards.
Resolution:
Call Close by Catherine Jeanes - Fri 17 February 2006 16:23: ** [No Remark
entered.] Call closure code of FAILURE and repair code 821
Outcome
An engineer was dispatched and the KB (Keyboard) was replaced and tested.
16. Mon 13 March 2006 16:25 call Reference E- 0603131056
New call taken by James Butterworth: Pm states that the pinpad is not
working.
Resolution:
Call Close by Stephen Ashby - Tue 14 March 2006 16:01: engineer swapped
pinpad. tested ok. Call closure code of and repair code 821
Outcome
An engineer was dispatched and the KB was replaced and tested.
17. Fri 05 May 2006 08:45 call Reference E- 0605050099
New call taken by Jennifer Dear: Cath from NBSC states that site will be
closed until further notice due to flooding and site needing to be re-wired
Resolution:
Call Close by Denise Miller - Wed 10 May 2006 15:20: @@BIM as per
progress branch reopened.
Outcome
The NBSC logged this call to highlight that this PO was closed due to flood
damage, it was re-opened 3 days later on the 8" May.
FUJ00083726
FUJ00083726
18. Fri05 May 2006 12:50 call Reference E- 0605050676
New call taken by Denise Miller: Branch has closed today owing to flood /no
power. Can SSC (System Support Centre) advise date last branch trading
harvested etc., branch may require rewire so need latest date PO should
reopen by to avoid archiving. thanks.
Resolution:
Call Close by Denise Miller - Wed 10 May 2006 15:21: @@BIM - above
comments duly noted. Branch reopened successfully.,
Outcome
This call was logged to find out how long the PO could be closed before it
affected its data retrieval. The PO was re-opened 3 days latter so no action
necessary.
19. Tue 09 May 2006 14:28 call Reference E- 0605090919
New call taken by Sukhdeep Thind: Pm reports that she has online services
unavailable - 0111.
Resolution:
Call Close by Sukhdeep Thind - Tue 09 May 2006 14:30: online services
unavailable. NFF (no fault found).
Outcome
It appears that the PO may have briefly lost network connectivity, the
helpdesk could not find any fault and the call was closed.
20. Fri 12 May 2006 23:31 call Reference E- 0605120970
New call taken by Richard Postance: Critical NT_Error occurred at 23:17:25,
12/05/06 on H10702600101. KMRxX: Riposte Error 1726. The remote
procedure call failed. (Ox6BE) RiposteReadMessagePort.
Resolution:
Call Close by Richard Postance - Sat 13 May 2006 07:15: Counter
successfully rebooted, no further errors. closing call.
Outcome
(‘NT’ referring to the Microsoft operating software used on the counters)
An automatic error event was picked up by the SMC (System Management
Centre) [2nd line support] and a call was logged. The SMC referred to KEL
(Known Error Log) database ref: MWright1245K. The KEL recommends a
remote counter reboot which fixed the problem and no further events were
seen. This error was due to the KMRX service (which is the Key Management
Distribution Receiver Service that runs on counters) failing to respond.
FUJ00083726
FUJ00083726
FUJ00083726
FUJ00083726
21. Fri 19 May 2006 12:43 call Reference E- 0605190435
New call taken by Anthony Vasse: pm needs to update the security on the
system.
Resolution:
Call Close by Anthony Vasse - Fri 19 May 2006 12:45: pm needed help with a
kma (Key Management Application) refresh. Issue resolved.
Outcome
The data encryption keys on all counters are renewed/refreshed every 2
years via rebooting the counters and by following some on screen
instructions. The PM needed assistance in doing this.
22. Sat 20 May 2006 09:20 call Reference E- 0605200118
New call taken by Darryl Johnson: PM states that he is trying to update
PMMC (Postmaster Memory Card) but now has communication with the
centre has failed.
Resolution:
Call Close by Darryl Johnson - Sat 20 May 2006 09:25: pm states that he has
communication with the centre failed- kma door opened - re offered
Qutcome
The network communication failed when trying to update the data encryption
keys on the PMMC, as the comms have to be set/open (“door”) for specific
updates, this was then set by the helpdesk and the update re-tried
successfully.
23. Thu 25 May 2006 16:04 call Reference E- 0605250980
New call taken by Matthew Fry: FAD requires Security keys updated -
Contact the PM to request controlled restarts and acceptance of new security
data on all slave counters.
Resolution:
Call Close by Lee Shambrook - Mon 19 June 2006 15:46: KMA complete
Outcome
The helpdesk contacted the pm to advise him to re-boot counter 2 so that the
encryption key update can complete.
24. Fri 01 September 2006 10:19 Call Reference E-
0609010268
New call taken by Elspeth Neilson: PM (post master) states all London
Borough and Dagenham swipe cards are being declined on both counters. All
other swipe cards are being accepted.
Resolution:
Call Close by Elspeth Neilson - 01/09/2006 10:22: PM reported London
Borough cards not going through. Advised that the problem is with the cards.
Referred to NBSC (Network Business Support Centre).
Outcome
This was a problem with a customer credit card and passed to the NBSC.
FUJ00083726
FUJ00083726
25. Mon 04 September 2006 10:01 Call Reference E-
609040287
New call taken by Stephen Ashby: pm states online services unavailable.
Resolution:
Call Close by Stephen Ashby - 04/09/2006 10:05: online services
unavailable, The network connection was successfully pinged (tested) and
now fine.
Outcome
Network communication was lost briefly.
26. Mon 04 September 2006 14:52 Call Reference E-
0609040840
New call taken by Akram Ali: pm states that he has message on screen telling
him to contact Horizon and quote error code 00000111.
Resolution:
Call Close by Akram Ali - 04/09/2006 14:56: pm advised to carry out a
network test, advised test was fine pm will call back if still not working.
Outcome
The error code quoted was informing that there had been a brief loss in
network communication.
27. Tue 05 September 2006 15:14 call Reference E-
0609050731
New call taken by Stephen Ashby: pm states online services unavailable.
Resolution:
Call Close by Stephen Ashby - 05/09/2006 15:16: online services
unavailable, The network connection was successfully pinged (tested) and
now fine.
Outcome
Network communication was lost briefly
28. Tue 05 September 2006 15:35 call Reference E-
0609050766
New call taken by Elspeth Neilson: PM states online services are unavailable.
Online services have been intermittent since yesterday morning.
Resolution:
Call Close by Jordan Edgar - 12/09/2006 10:03: Pm was advised to perform
a counter re-boot and it was also arranged for BT to check the phone lines for
any problems (no fault was found). It was then decided to replace the Base
Unit (counter) to see if this cured the intermittent fault. The base unit was
swapped and the site was monitored for any recurrence of the problem. The
PM was contacted and was happy for call to be closed.
Outcome
FUJ00083726
FUJ00083726
This was a problem with network communication with the counter, An
engineer was dispatched and the counter was swapped out.
29. Wed 13 September 200614:36 call Reference E-
0609130558
New call taken by Ricki Law: Please wait while receipt is printed message
has frozen on screen.
Resolution:
Call Close by Ricki Law - 13/09/2006 14:39: Please wait while receipt is
printed message has frozen on screen. PM advised to carry out a reboot of
the counter.
Outcome
This was a counter freeze which was resolved with a reboot.
30. Thu 21 September 200617:12 call Reference E-
0609210861
New call taken by Ricki Law: PM states system has frozen on riposte screen,
Resolution:
Call Close by Ricki Law - 21/09/2006 17:16: PM states system has frozen on
riposte screen.(screen had frozen during reboot) advised reboot.
Outcome
This was a counter freeze which was resolved with a reboot.
31. Wed 29 November 2006 14:25 Call Reference E-
0611290626
New call taken by Joanne Rowland: nbsc requests osp (One Shot Password)
for auditor.
Resolution:
Advised Call Close by Joanne Rowland - 29/11/2006 14:34: osp provided for
auditor.
Qutcome
A OSP was required by the auditor to enable him to log in to the counter, this
was authorised by the NBSC.
32. Wed 29 November 2006 15:39 call Reference E-
0611290757 i
New call taken by Daley Bilton: requests OSP contact ot
Resolution:
Call Close by Daley Bilton 29/11/2006 16:05: osp given
Qutcome
A OSP was required by the auditor to enable him to log in to the counter, this
was authorised by the NBSC.
FUJ00083726
FUJ00083726
33. Wed 29 November 2006 16:26 Call Reference E-
0611290794
New call taken by Stephanie Byrne: Closure @ 1600 today due to an Audit.
Closed until further notice
Resolution:
This call is still open
Outcome
This call was raised to highlight the fact that the Office will be closed until
further notice.
The calls E- 0605120970, E- 0601050008, referrer to a “critical event’ “Critical
NT_Error’. The term critical is the comparative level of attention required to
generate remedial action. It refers to the level of attention required on a grading
system for example critical high level of attention or warning would be medium level
of attention. These critical events occurred outside the Post Office opening times
and a standard action of a reboot of the systems, which would also highlight any
further issues, was undertaken and repaired the problem and confirmed stability of
the system. I should add that this area is not my particular area of expertise. I have
a general knowledge of these procedures and have made the comments above to
aid the court.