FUJ00122274
FUJ00122274
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a)
and 5B, MC Rules 1981, r 70)
Statement of Andy Paul Dunks
Age if under 18 Over 18 (If over 18 insert ‘over 18')
This statement (consisting of —-5-- pages each signed by me) is true to the best of my knowledge and
belief and I make it knowing that, if it is tendered in evidence, I shall be liable to prosecution if I have
wilfully stated in it anything which I know to be false or do not believe true.
Dated the 28h dayof June 2006
Signature
I have been employed by Fujitsu Services, Post Office Account, formally ICL Pathway Ltd.,
since the 11" March 2002 as an IT Security Analyst where I am involved in IT Security for the
Post Office Account I am authorised by Fujitsu Services to undertake extractions of audit data
held on the Horizon system and to obtain information regarding system transaction information
processed on the Horizon system.
I have been asked to provide details and information on the reports of monitor faults, polling
failures, equipment failures and calls for advice and guidance logged by the Horizon System
Helpdesk recorded during the period 1st February 2005 to the 22nd February 2006 for the
Bowburn Post Office — FAD (Financial Accounting Division) Code 233313
I have reviewed the helpdesk calls pertaining to this office and during the period 1st February
2005 to the 22nd February 2006 there were 28 calls from Boburn Post Office - FAD Code
233313 to the Helpdesk. I am of the opinion that none of these calls relate to faults which
would have had an effect on the integrity of the information held on the system.
Details and an overview of the calls are given in date order below:
Wed 16 February 2005 05:26 Call Reference E-0502160046 — A CRITICAL NT_Error at
03:52:12 on Feb 16 2005 was detected from host H23313000102. Sub_source= PINPadMan,
Event_ID= 4, Msg='PIN Pad not initialised. Reason: PIN Pad not accessible.’ Resolution: This
error occurs when the PinPad looses connection with the counter (normally after a reboot). The
PinPad was re-initialised with the counter and call closed.
This is a known error which is automatically generated and a description of the symptoms,
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CSO11A (Side A) Version 3.0 11/02
FUJ00122274
FUJ00122274
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andrew Paul Dunks
problem and solution are kept on the KEL (Known Error Log) database ref: KEL
DSeddon2835L.
Tue 08 March 2005 11:55, Call Reference E-0503080421 — Keyboard - showing orange light
after rebooting. Resolution: walked PM (Post Master) through reboot up to polo (Post Office
Login) - services started up at 2nd attempt.
Wed _ 09 March 2005 10:45, Call Reference E-0503090220 — pm states that cp (Counter
Printer) is overprinting. Resolution: cp dirty, advised cleaning, now fine.
Wed 06 April 2005 10:29, Call Reference E-0504060256 — PM states that there is a problem
with the node (Counter) 2. Resolution: Advised PM to contact the NBSC (Network Business
Support Centre).
Wed 13 April 2005 09:02, Call Reference E-0504130119 — pm states has off line indicator and
online services unavailable. Resolution: advised to reboot, pm has rebooted and is back
online. pm is happy to close call.
Eri 22 April 2005 12:35, Call Reference E-0504220333 — PM reports that the node 2 base unit
keeps switching off. Resolution: Engineer plugged power cable into counter and tested ok.
Eri 22 April 2005 13:42, Call Reference E-0504220374 — engineer is logging a call for a KB
(keyboard) swap. Resolution: swapped keyboard due to card swipe card.
Mon 25 April 2005 13:07, Call Reference E-0504250623 — The pin pad is not accepting any
numbers. Resolution: Reinstalled pinpad tested ok.
Mon 25 April 2005 13:26, Call Reference E-0504250654 — pm has a user locked out of the
system. Resolution: Referred pm to NBSC (Network Business Support Centre).
Mon 25 April 2005 13:56, Call Reference E-0504250691 — PM reports he has AP (Automated
Payment) recovery message. Resolution: Referred pm to NBSC.
Wed 04 May 2005 05:58, Call Reference E-0505040046 - A critical _NT error received
2005/05/04 @ 03:56:37 Host H23331300102 "ICLLiftKB firmware version 00:00 not approved
for use" Resolution: Keyboard replaced as its firmware version was detected to be incorrect.
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FUJ00122274
FUJ00122274
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andrew Paul Dunks
This is a known error which is automatically generated and a description of the symptoms,
problem and solution are kept on the KEL (Known Error Log) database ref: KEL SSur4418L
Mon 16 May 2005 10:34, Call Reference E-0505160366 - PM states CP is only printing half
label and receipt. Resolution: PM states his CP stops printing half way, went through normal
checks, and printing ok.
Mon 16 May 2005 11:25, Call Reference E-0505160438 — pm states cp is having problems
printing. Resolution: Site visit by engineer and fixed fault.
Tue 17 May 2005 10:49, Call Reference E-0505170341 — PM states that he keeps getting
rejected MLPs (Mail Label Printing) printed. Resolution: PM rebooted counter and no further
errors occurred.
Tue 17 May 2005 14:24, Call Reference E-0505170554 — PM states that he has AP recovery
message. Resolution: Referred pm to nbsc.
Tue 17 May 2005 14:48, Call Reference E-0505170583 — PM states that CP (Counter Printer)
is rejecting labels. Resolution: Engineer was refused access.
Tue 17 May 2005 17:28. Call Reference E-0505170715 PM states that CP (Counter Printer) is
rejecting labels.
Resolution: Swapped printer tested ok.
Mon 06 June 2005 13:35, Call Reference E-0506060674 — Pm complained his system is
losing him money after he paid out a Capo payment - the customer then returned and stated
the money had not been taken from his account. Resolution: After the issue was investigated it
was ascertained the customer paid out on a declined payment. Customer has receipt to prove
it. Complaint was closed.
Sat 18 June 2005 11:14, Call Reference E-0506180179 — PM states that system has frozen.
Resolution: Advised PM to reboot.
Mon 03 October 2005 14:01, Call Reference E- 0510030693 — PM states that when he is in
smrtpost the CP is printing the receipt but not the MLP. PM states that the screen skips past the
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FUJ00122274
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andrew Paul Dunks
screen to select print MLP. Resolution: PM advised to reboot and recalibrate the printer.
Wed 26 October 2005 16:32, Call Reference E-0510260958 — PM states that when carrying
out office weekly’s the system becomes very slow. Resolution: PM was advised that the issue
is being looked into.
Thu 03 November 2005 09:35, Call Reference E-0511030253 — pm states that come to point
to declare cash and in balance reports and had power failure at this point, rebooted and has
cash loss. Resolution: Referred to NBSC.
Mon 07 November 2005 10:43, Call Reference E- 0511070506 - PM states that CP is not
accepting Labels. Resolution: Advised PM to perform factory reset. Caller hung up.
Mon 07 November 2005 10:53, Call Reference E-0511070522 — PM calling to say cp rejects
labels. Resolution: Engineer cleaned printer, tested ok.
Wed 07 December 2005 09:03, Call Reference E-0512070115 — CC states that there has
power cut and she is rebooting. Resolution: advised caller to reboot and to wait until GW
(Gateway Counter) is running and if she has any problems then to call back.
Tue 20 December 2005 09:04, Call Reference E-0512200109 — Online services unavailable.
Resolution: Advised reboot gateway@09:07:02 - pm confirms reboot successful.
Mon 09 January 2006 10:40, Call Reference E-0601090417 — PM states that there appears to
be something stuck inside the PIN pad - stopping cards from properly being inserted - Cannot
get to what is stuck inside. Resolution: Engineer SWAPPED PinPad DUE TO SOMETHING
JAMMED IN PINPAD.
Thu 02 February 2006 09:08, Call Reference E-0602020156 — PM states his online services
unavailable. Resolution: Advised to reboot, PM states that online services are now ok.
The calls E-0502160046, E-0505040046, referrer to a “critical event’. 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 for call E-0502160046 a standard action of a reboot of the system, which
Signature Signature witnessed by
CSOt1A Version 3.0 11/02
FUJ00122274
FUJ00122274
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andrew Paul Dunks
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.
At various times on the 28" June 2006 hardcopy printouts of the 28 calls detailing the
information recorded on the helpdesk database for the required date period were produced. I
now produce the hardcopy printouts as Exhibit APD/01.
Any records to which I refer in my statement form part of the records relating to the business of
Fujitsu Services. These were compiled during the ordinary course of business from information
supplied by persons who have or may reasonably be supposed to have personal knowledge of
the matter dealt with in the information supplied, but are unlikely to have any recollection of the
information or cannot be traced. As part of my normal duties, I have access to these records.
Signature Signature witnessed by
CSOt1A Version 3.0 11/02