FUJ00229801
FUJ00229801
From: Thomas Penny[/O=EXCHANGE/OU=ADMINGROUP1/CN=RECIPIENTS/CN=THOMASP]
Sent: Thur 31/01/2013 2:37:38 PM (UTC)
To: Jenkins Gareth G
Subject: FW: transaction log
OK, we have lift off, Gareth!
From: Mark Dinsdale (”
Sent: 31 January 2013
To: Thomas Penny
Cc: Elaine Spencer; Helen Rose; Jenkins Gareth GI; Angela Van-Den-Bogerd; Jayne Bradbury
Subject: Re: transaction log
Hi Penny, yes please proceed.
Yes I'm good, thanks, hope you are too.
Regards
Mark
From: Thomas Penny / ~
Sent: Thursday, January 31, 20
To: Mark Dinsdale
Cc: Elaine Spencer; Helen Rose; Jenkins Gareth G!
Jayne Bradbury
Subject: RE: transaction log
Angela Van-Den-Bogerd;
Mark
I hope I find you well.
Could I ask you to please review the mail string, below?
Outlet is Lepton, FAD 191320. ARQ 219/1213 refers; additional investigation estimated at maximum 1 day.
Are you in agreement for this work to be set against PO 4500 517 017?
Kind regards
Penny
From: Jenkins Gareth GI
Sent: 31 January 2013 08:46
To: Angela Van-Den-Bogerd; Thomas Penny
Cc: Elaine Spencer; Helen Rose
Subject: RE: transaction log
Penny,
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Please can you advise how this can be formalised? I'm booking the time spent to the Expert Witness code that you
have some cover for, so that may be sufficient until that runs out.
Regards
Gareth
Gareth Jenkins
Distinguished Engineer
Business Applications Architect
Post Office Account
FUJITSU
Lovelace Road, Br.
Tel: r
Mobile:
email
Web
6 ein:
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From: Angela Van-Den-Bogerd { GRO.
Sent: 31 January 2013 08:42
To: Jenkins Gareth GI; Thomas Penny
Cc: Elaine Spencer; Helen Rose
Subject: RE: transaction log
Gareth,
Thank you I appreciate your help. I thought we had already asked for formal help on this case but if this is
not the case then I do wish to process such a request - could you advise of the process for doing this
please? I absolutely need to be able to articulate what's happened here so given that you are probably the
person that can help formally I look forward to our future correspondence.
Thanks,
Angela
Angela Van Den Bogerd I Head of Partnerships
@ 148 Old Street, LONDON, EC1V 9HQ
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(2) Post Office stories
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From: Jenkins Gareth GI; __ GRO 7
Sent: 31 January 2013 08:34
To: Angela Van-Den-Bogerd; Thomas Penny
Cc: Elaine Spencer; Helen Rose
Subject: RE: transaction log
Angela,
A few clarifications below prefixed [GIJ], but it doesn't cover everything you are asking.
Please note that this is all outside of our official remit. I probably shouldn't be doing this investigation for you in this
way. (Though if you ask for formal help, it is likely to be me who gets involved!)
Regards
Gareth
Gareth Jenkins
Distinguished Engineer
Business Applications Architect
Post Office Account
FUJITSU
Lovelace Road, Bra
Mobile:
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From: Angela Van-Den-Bogerd:
Sent: 30 January 2013 20:08
To: Helen Rose; Jenkins Gareth GI
FUJ00229801
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Cc: Elaine Spencer
Subject: RE: transaction log
Gareth,
Thanks for looking at this but this doesn't give me a complete explanation. What we don't have visibility of
is the session in between the transaction and the reversal 537804 - can we see what went through the
system against this number?
[GI] There was no such transaction. Session IDs do have gaps in them occasionally. When we get the raw logs
we will be able to show that number 537804 corresponded to the Log On request.
Also isn't there a log somewhere of what did actually fail - so if a break in Comms link isn't this recorded
somewhere?
[GU] This was certainly recorded at the counter at the time. However such logs are deleted after 28 days, so are of
no help to us now. There may also be Events written to system Logs at the time. These are normally retrieved at
the time an ARQ is done, but they are not normally passed on to POL. I can't be certain if they will show anything
or not but there is no harm in looking. They would also show whether or not the Counter was rebooted (which I
suspect it was).
Penny: Please can you also save the all the Event Files when you process this ARQ (same one as I mentioned
yesterday - details at end of email trail)
The Spmr is convinced that there is a problem with Horizon as he completed the transaction at the time
and other than the system not printing a receipt for the customer he believed all was well with the
transaction until several weeks later he learnt the customer's phone had been cut off for non-payment.
[GU] Not printing the receipt should have been an indication that something was wrong. As far as horizon is
concerned a Basket is not completed until all the receipts have been printed. (This could be a genuine mistake due
to lack of training or guidance, but it is not a fault with Horizon.) He also must have noticed that he needed to Log
On before carrying out any further transactions and a Recovery receipt should have been printed at that point.
The Events show that this was printed successfully.
The Spmr did not show a corresponding surplus on the day of the reversal which he should have as he
had taken the money but the bill wasn't subsequently processed. We need to be able to explain exactly
what's happened here and at the moment I'm unable to do this. Can you help me with this explanation? If
not could you suggest someone who can.
[GU] He could have seen the recovery receipt telling him about a Cash Refund for £76.09 and taken the money, but
I would have expected him to remember that!
That is the best I can do without the full evidence. I don't think anybody else is going to be able to provide a
better explanation.
Thanks for your help.
Angela
Angela Van Den Bogerd I Head of Partnerships
@ 148 Old Street, LONDON, EC1V 9HQ
! GRO !
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FUJ00229801
FUJ00229801
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please contact me by reply email and destroy all copies of the original message.
From: Helen Rose
Sent: 30 January 2013 16:55
To: Angela Van-Den-Bogerd
Cc: Elaine Spencer
Subject: FW: transaction log
Angela
For info
Helen Rose - Grapevine Analysis & Support team - Security Team
@® __ Post Office Ltd, Security Team, 3rd Floor,
Clippers Quays, Salford, Manchester, M50 3NW
Mobex
e
@ — wwwarapevine.co.uk
From: Jenkins Gareth GI!
Sent: 30 January 2013 16:27~
To: Helen Rose
Subject: RE: transaction log
Helen,
Attached are the transactions and events for 4° October 2012 from 09:30 to 09:40 GMT (ie 10:30 to 10:40 BST).
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This shows that Session 537803 was successfully saved to the BRDB, but when the user JAROO1 Logged On again
Recovery reversed the session in session 537805.
It isn't clear what failed, but if it was a comms error, then the system would have printed a disconnected session
receipt and the Clerk should have given the customer £80 and told him his Bill was unpaid. The fact that there is no
indication of such a receipt in the events table suggests the counter may have been rebooted and so perhaps may
have crashed in which case the clerk may not have been told exactly what to do.
The reversal was due to recovery (Counter Mode Id = 118) so this was not an explicit reversal by the clerk.
This scenario is fairly rare so it is certainly quite easy for the clerk to have made a mistake and either he or the
customer could be in pocket / out of pocket (depending on exactly what happened!).
The system is behaving as it should.
Regards
Gareth
Gareth Jenkins
Distinguished Engineer
Business Applications Architect
Post Office Account
FUJITSU
Lovelace Road, Bracknell, Berkshire, RG12 8SN
uo » Internal
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From: Helen Rose ; GRO I
Sent: 30 January 2013 15:49
To: Jenkins Gareth GI
Subject: RE: transaction log
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thanks
Helen Rose - Grapevine Analysis & Support team - Security Team
@® __ Post Office Ltd, Security Team, 3rd Floor,
Clippers Quays, Salford, Manchester, M50 3NW
@ — wwwarapevine.co.uk
From: Jenkins Gareth Gli GRO
Sent: 30 January 2013 15:37
To: Helen Rose
Subject: RE: transaction log
Helen,
Can you give me a more precise Date and Time (say with 10 mins) for the problem? I can look at data up to 6
months old and October 2012 is within that 6 month window. (I don't want to try and trawl through a month's
worth of data!)
Regards
Gareth
Gareth Jenkins
inguished Engineer
Business Applications Architect
Post Office Account
FUJITSU
Lovelace Road, Bracknell, Berkshire, RG12 8SN
Tel
Mobile GRO
email
Internal:
Internal:
Web: http://uk. fujitsu.com
GoeO
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From: Helen Rose I GRO
Sent: 30 January 2013 13:35
To: Jenkins Gareth GI
Subject: RE: transaction log
Thanks Gareth, that sounds great.
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From the credence data it just looks like an AP transaction and 5 minutes later a reversal, however the
banking withdrawal went through for £80 and was debited from the customers account. PMR did a
banking withdrawal rather than payment by debit card. From the data I can see, I would have just said that
this was a reversal at the counter,
He denies transacting the reversal and has involved a forensic accountant to prove horizon fault.
I would have expected the office to be £76 up due to the reversal but it wasn't. (Customer was give the
change for £3.61 for the difference from the withdrawal and the BT bill)
Helen Rose - Grapevine Analysis & Support team - Security Team
Post Office Ltd, Security Team, 3rd Floor,
Clippers Quays, Salford, Manchester, M50 3NW
@ ~~ wwwarapevine.co.uk
From: Jenkins Gareth GI I : GRO
Sent: 30 January 2013 13:27
To: Helen Rose
Subject: RE: transaction log
Helen,
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I've tracked it down and it has been received here but not processed. I've asked if the raw lag can be returned as
well as the normal stuff so that I can confirm exactly what happened.
If you can show what you need from the normal extract then fine. If not I can probably help you find the info in the
raw log.
Regards
Gareth
Gareth Jenkins
Distinguished Engineer
Business Applications Architect
Post Office Account
FUJITSU
Lovelace Road, Bracknell, Berkshire, RG12 8SN
Tel: i
Mobile
email
Web http://uk fujitsu.com
Goeo
Fujitsu is proud to partner with Shelter, the housing and homeless charity
Reshaping ICT, Reshaping Business in partnership with FT.com
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From: Helen Rose!
Sent: 30 January 20{313:22
To: Jenkins Gareth GI
Subject: FW: transaction log
Gareth
This is the ARQ request I logged last week.
Helen Rose - Grapevine Analysis & Support team - Security Team
Post Office Ltd, Security Team, 3rd Floor,
Clippers Quays, Salford, Manchester, M50 3NW
FUJ00229801
FUJ00229801
@ > wwwarapevine.co.uk
From: Helen Rose
Sent: 25 January 2013 14:44
To: Post Office Security
Cc: Andrew Winn; Angela Van-Den-Bogerd; Elaine Spence:
Subject: transaction log
GRO
Hi
Could I please order the fujitsu transaction log for Lepton 191320 for 4" October 2012 to 25" October
2012. (please let me know if these dates fall outside one disc)
Could we please request that all session numbers are included not just sales and transactions - including
any reason for those not showing in sales, i.e. background comments, error messages, receipt printed or
receipt not printed etc
POS, could you please let me know roughly the timescales on ordering these (as you know it's a long time
since I needed one).
Many thanks
Helen Rose - Grapevine Analysis & Support team - Security Team
O) Post Office Ltd, Security Team, 3rd Floor,
Clippers Quays, Salford, Manchester, M50 3NW
@ wwwarapevine.co.uk
FUJ00229801
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3BW.
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