FUJ00171933
FUJ00171933
Peak Incident Management System
Call Reference PC0279931 Call Logger _Customer Call_ -- EDSC
Release Reported In -- HNG-X Rel. Ind. Top Ref PC0280046
Call Type Live Incidents Priority C -- Non-critical
Contact EDSC Call Status Closed -- Advice after Investigation
Target Date 09/09/2019 Effort (Man Days) 0
Summary INC3518018 : 102868 - Unable to log in
All References Type Value
Clone Call PC0280046
OTI INC0087001
TFSNow INC3518018
Collections Name User Date
-SSCCBA _ Anne Best 04-Sep-2019 15:04:02
Progress Narrative
[oate:04-Sep-2019 15:02:23 User:_Customer Call_
caLL PC0279931 opened
Details entered are:~
summary: INC3518018 : 102868 - Unable to log in
call Type:L
call Priority:¢
lfarget Release:HNG-X Rel. Ind.
Routed to:EDSC - _Unassigned_
jDate:04-Sep-2019 15:02:23 User: Customer Call_
HNCIDENT MANAGEMENT
lpate/Time Raised: Sep 4 2019 12:37PM
leriority: C
contact Name: Grangemouth 102868
contact Phone: i:
riginator: XXXKkX@TFSOT
riginator's reference
INCO087001
Product. Serial No:
Product Site
H** Incident raised by IT Digital Service Desk ***
h. FAD code: 102868
2. Node id
3. User ‘
4. Description 6: 2 shared stock units, HH and B (coin), before the maintenance over the weekend he was able to attach
himself but now, if he logs onto 01 and needs to log into 02 is getting a MSG40050, ‘You're currently logged onto another counter
sition. You'll be forced to log out when you log into the other terminal’.
5. Exact date / time of error: 30th Aug 2019 between 14:13 - 15:24
ls. Key strokes: Logging into stock units
7. Message number (MSG Number) , Message title and Full message text as seen by the PM: MSG40050 ‘You're currently logged onto
lancther counter position. You'll be forced to log out when you log into the other terminal’.
lg. Where the error occurred (screen ID): N/A
Is. Current TP / BP / Stock unit: HH and B (coin)
ho. NBSC Checks completed and results: NBSC have looked over the Rep Events Data, please see attatched email
shelly (NBSC) - Robert - Grangemouth - 2 shared stock units, HH and B (coin), before the maintenance over the weekend he was able
to attach himself but now, if he logs onto 01 and needs to log into 02 is getting a MSG40050, ‘You're currently logged onto
Jancther counter position. You'll be forced to log out when you log into the other terminal’.
caller : Grangemoi
caller Contact :
configuration Item : Counter - Error Message
Location:
IDate:04-Sep-2019 15:04:29 User:_Customer Call_
04/09/2019 15:02:48 ~ Jack Steptoe (Additional comments)
Its this another case as described in dsed09I? Will add email trail from POL to the PEAK which contains some extracts from Horice
lk more information.
lbate:04-Sep-2019 15:04:32 User:Anne Best
Product General/Other/Misc -- Counter procedures (version unspecified) added.
FUJ00171933
FUJ00171933
fDate:04-Sep-2019 15:05:01 User: Mail Manager_
lAdded evidence item 'OriginalEmail.eml' from Email attachment
external Progress Update Received via Email.
riginator : "Mact
sent Date : Wed Sep 04 15:03:10 BST 2019
subject : FW: FAD: 1028685 - Grangemouth - Smart ID issue
‘ind Regards,
Wack
rom: Nicola Lowe {
sent: Wednesday, $6}
to: Liam Oldfield C-
Subject: Fi
: FAD: 1028685 - Grangemouth ~ Smart ID issue
from: Cristina Melo
sent: 02 September_2
Lee McCormac]
019.13:58
P
GRO . } James Taylor
{028685 - Grangemouth —~ Smart ID issue
lcood afternoon,
[the below email trail shows what we have checked on Horice and the what me and Shaun have concluded.
Ite has requested this be raised with IT.
can you please let me know the reference number so I can update my case (CAS-908964) and the resolution.
Many Thanks,
[cid:imaqe004. jpg@01D45FB1.1B9162F0]
cristina Melo
ssc Tier 2 Advisor
Business Support Cntr
Post Office Ltd
Hat Floor
jo 1 Future Walk
chesterfield S49 _1PF.
Cristina .melot
prom: Shaun Turner
sent: 02 Septembe:
I Esther Harvey
cristina,
Ir agree from looking at the data that something looks off here.
[there are examples of concurrent logins being detected when it appears all the 01 and 02 login are both logged out. At first I
thought it might be a case that the user was logged in at different nodes with the same ID (which is permitted providing other
sessions are locked), but looking at the example for 30th Aug if you track the node logins and logouts, when the concurrent login
as triggered at 12:55, the 01 and 02 logins were both logged out of all nodes.
IT thought the issue was that the user was trying to change SU associations whilst having a locked session for the same Horizon
tb, but if you look at the below sequence, the starting point for which is that 02 is logged out everywhere and 01 is logged in
to node 5 and locked. By the time you get to Event ID 7 which is basically to denote the event where a user tries to change SU
associations for the same Horizon ID which is logged in elsewhere with a locked session, it is pretty clear that the 01 login is
jonly logged in one place at that time (node 5), so there are no other sessions to ‘mark as failed’.
EVENT DATE
ODE 1D
EVENT ID
EVENT DETAIL
stock UNIT
TRADING PERTOD
BALANCE, PERIOD
BRANCH USER
30-Aug-2019 14:13:16
Ey
FUJ00171933
FUJ00171933
FUJ00171933
FUJ00171933
FUJ00171933
FUJ00171933
> 01 is locked on SU HH
2. 02 logs on to SU HH and is not locked
3. 01 is unlocked kicking out the 02 login (there should be a message displayed at this point about concurrent sessions, but
Incthing is seen here in Rep Events)
4. This triggers SU HH into a state where a recovery is required
5. 01 then tries to change the attachment from HH to AA when the SU is in a recovery state and that is triggering the issue.
[this is speculation on my part, but there is clearly something amiss. I suggest you get this raised to the IT Helpdesk with a
request for it to be passed to Fujitsu. Please let me have the reference number for the call when it has been raised, and in the
meantime, I will try and reach out to some contacts in Fujitsu.
kegards
shaun
[eid: image001.png@01D05CE8. 943E66F0]
shaun Turner
Product Owner
lgnhanced User Management Programme
lrrom: Cristina Melo
Sent: 31 August 2019 17
IT Shaun Turner
ke: James Taylor GRO
subject: FAD: 1028685 - Grangemouth - Smart 1D issue
lcood afternoon,
It looked over the Rep Events Data (I have also attached it to the email).
II have looked at only one user, although the Post Master says this is happening with all users in branch.
so confirmed that the office was not balancing on any of these dates and times.
[This is what I found, can you please let me know what you think.
[cid: image003.png@01N56183.C26CFBFO]
I''m a bit confused about a few things, so I’ve added my notes below.
Jol unlocked HH, Node 3
Jol Log out HH, Node 3
Both users are now logged out - 13:25:09 27-Aug-2019
13:25:43 27 Aug-2019 - 01 Log out HH, Node 2 - How is this possible?
lo2 Log on HH, Node 3
lo2 Log out HH, Node 3
3:26:04 27-Aug-2019 - 01 Log on HH, Node 2
3:26:10 27-Aug-2019 - 01 Log out HH, Node 1 — Logged out in the different node than the one he logged on
Jo Log on HH, Node 1
3:26:35 27-Aug-2019 - 02 Log out HH, Node 1 — 02 is logged onto node 2, so how can it log out on node 1?
jo2 Log on HH, Node 1
Jol Log on RH, Node 3 - 01 looks like it’s logged onto HH on Node 1 and 3 at the same time
3:27:36 27-Aug-2019 - 02 Message: Concurrent login detected for User JS) Node 2 (not locked with 01 user, would this be why
the message appear:
[cid: image004.png@01D56183.C26CFBEO}
It don’t know why he is getting the message on this one as he is logged out with 02 user and with 01 user as well, so why the
essage?
tater on the same day the message comes up again and I have a few questions on this one as well.
[eid: image005.png@0156183.C26CFBFO]
Logged onto HH with 02 on Node 2 and HH with 01 on Node 5 ~ Both Unlocked
joi Attached to AA, Node 5 (existing session for user 01 marked as failed) didn’t lock 02
Jol Lock AA, Node 5
ol Unlock AA, Node 5
jo2 Log on HH, Node 2 - was logged out because he did not lock before??
lol Attach to HH, Node 5 (existing sessions for user 01 marked as failed) didn’t lock 02
loz Attach to AA, Node 2 (existing sessions for user 02 marked as failed) didn’t lock 01
02 Log out AA, Node 2 - Would he have been logged out of this automatically?
jo2 Log on HH, Node 2
lol Lock HH, Node 5
jo Log on HH, Node 5 - He locks 01 on HH, Node 5 and then logs onto the exact same stock unit and position?
lo2 Lock AA, Node 2 - He was logged onto HH with 02, so how is he locking in AA?
Jo. Unlock HH, Node 5
lo2 Log on AA, Node 2
Jol Log out HA, Node 5
FUJ00171933
FUJ00171933
oz Unlock AA, Node 2
o2 Attach to HH, Node 2
lo2 lock HH, Node 2
lo2 Unlock HH, Node 2
oz Lock HH, Node 2
lol is logged out and 02 is Locked on Node 2 so why the message?
16:01:13 30-Aug-2019 - 01 Message: Concurrent login detected for User JSifm-jNode 5
sorry about all the questions, I just want to understand this well, so I can explain it to the branch.
Please let me know your views on this, when you can and/or if you need anything else.
ny Thanks,
[cid: image004. jpg@01D45FB1.1B9162F0}
cristina Melo
Issc Tier 2 Advisor
Business Support Cntr
Post Office Ltd
ist Floor
jo 1 Future Walk
chesterfield $49
cristina.meld
lAdded evidence item 'image002.png! from Email attachment
\dded evidence item 'image003.png' from Email attachment
lAdded evidence item 'image004.png' from Email attachment
lAdded evidence item 'image005.png' from Email attachment
lAdded evidence item ‘image006.jpg’ from Email attachment
jbate:04-Sep-2019 15:07:19 User:Anne Best
jDate:04-Sep-2019 15:08:14 User:Anne Best
[fhe Call record has been assigned to the Team Member: Darran Avenell
Progress was delivered to Consumer
Dat c:04-Sep-2019 15:50:44 Uscr:Darran Avenell
Defect cause updated to 41: General - in Procedure
Date:04-Sep-2019 1
[Start of Response]
.-.investigating.
{End of Response]
Response code to call type L as Category 40 -- Pending -- Incident Under Investigation
Response was delivered to Consumer
1:06 Uscr:Darran Avenell
pate:04-Sep-2019 1:
[Start of Response]
Users logon to the counter using a Horizon User ID (HUID) but behind the scenes these are linked to a Smart ID (also known as a
PoID). It is possible for multiple HUIDs to be linked to the same POID.
6:28 User:Darran Avenell
[fhe counter should only be displaying message MSG40050 and terminating sessions if the same HUID has an ACTIVE or RECOVERING
lsession elsewhere, not if they have a different HUID but the same POID.
Itt would appear that the system is incorrectly checking for all HUIDs with the same POID though rather than just checking for the
lsame HUID with the same POID. Additionally, it is terminating sessions for any HUID with the same POID instead of only
terminating sessions for the HUID they are logged in as.
lpco279713 has already been forwarded to development for investigation / fix. There is no financial impact but it is
understandably confusing to the users.
in the meantime, the branch users will simply have to accept the current system behaviour.
[End of Response]
Response code to call type L as Category 95 -- Final ~
Routing to Call Logger following Final Progress update.
service Response was delivered to Consumer
Advice after Investigation
oate:04-Sep-2019 15:56:29 User:Darran Avenell
CALL PC0279931 closed: Category 95 Type L
lDate:05-Sep-2019 08:39:33 User:RCAClient Live
PEAK [ PCO279931 ] Branch ID [ 102868 ] Node ID [ 02 ] SSN [ Iprpssn003 ] User [ daven0l ] Attempting command execution: get
/cygdr ive/c/ProgramData/Fujitsu/CounterBusinessApplicat ion/log/PostOfficeCounter. log. 2019-08-30.2ip
FUJ00171933
FUJ00171933
vidence/102868/02. Postofticecounter.1og.2019-08-30- zip
lbate:05-Sep-2019 08:39:37 User:RCAClient Live
peak { PCO279931 ] Branch ID [ 102868 ] Node ID [ 02 } SSN [ [I User { davet Command execution completed
lsuccessfully:get /cygdrive/c/ProgramData/Fuj itsu/CounterBusinessApplicat ion/log/PostOfficeCounter. log.2019-08-30.zip
jevidence/102868/02_PostOfficeCounter. log. 2019-08-30. zip
User [ davdme~r) Attempting command execution: get
unter. 1og.2019-08-30.zip
lpate:05-Sep-2019 08:41:35 Uscr:RCAClient Live
PEAK [ PC0279931 ] Branch ID [ 102868 ] Node ID [ 05 ] SSN [i
/cygdrive/c/ProgramData/Fuj itsu/CounterBusinessApp]icat ion/1og/PostOff ice
jlevidence/102868/05 PostOfficeCounter.log.2019-08-30.zip
jDate:05-Sep-2019 08:41:46 User:RCAClient Live z = 2
IPEAK [ PC0279931 ] Branch ID [ 102868 ] Node ID [ 05 ] SSN [ {IRRELEVANT} user [ davd=e~~l] Command execution completed
lsuccessfully:get /cygdrive/c/ProgramData/Fujitsu/CounterBusinessApplicat ion/log/PostOfficeCounter.1log.2019-08-30.zip
levidence/102868/05_PostOfficeCounter.1og.2019-08-30.zip
Date:05-Sep-2019 08:43:41 Uscr:RCAClient Live
IPEAK [ PCO279931 ] Branch ID [ 102868 ] Node ID [ 03 ] SSN [
\/cyadrive/c/ProgramDat.a/Fujitsu/CounterBusinessApplication/log/PostOfficeCounter. log.
levidence/102868/03_PostOfficeCounter.1og.2019-08-30.zip
User [ davduaewn] Attempting command execution: get.
08-30. zip
late:08-Sep-2019 08:43:46 Uscr:RCAClient Live =
IPEAK [ PCO279931 } Branch ID [ 102868 ] Node ID [ 03 ] SSN [{]! }] User [ dave’
successfully:get /cygdrive/c/ProgramData/Fuj itsu/CounterBusinessApplication/log/PostO:
lbvidence/102868/03 PostOfficeCounter.1og.2019-08-30.zip
Command execution completed
eCounter.log.2019-08-30.z2ip
Jbat¢:12-Sep-2019 15:05:50 User:John Simpkins
call has been cloned to Call:PC0280046 by User:John Simpkins
Root Cause General - in Procedure
Logger _Customer Call_ -- EDSC
Subject Product General/Other/Mise -- Counter procedures (version unspecified)
Assignee _Customer Call_ -- EDSC
Last Progress 12-Sep-2019 15:05 -- John Simpkins