POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 54(3)(a)
and 5B, MC Rules 1981, r 70)
Statement of Andrew Paul Dunks
Age if under 18 over 18 (If over 18 insert ‘over 18')
This statement (consisting of 32 pages 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 29th dayof January 2010
Signature
Further to my statement of 24'" June 2009, I would now like to add the following.
I have been employed by Fujitsu Services (Fujitsu), Post Office Account, since 11 March
2002 as an IT Security Analyst where I am involved in IT Security for the Post Office Account.
I have a working knowledge of the computer system known as Horizon, which is a
computerised accounting system used by Post Office Ltd. I am authorised by Fujitsu 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 make this Witness Statement from facts within my own knowledge unless otherwise stated.
Any records to which I refer in my statement form part of the records relating to the business
of Fujitsu. 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, since the nature of the helpdesk involves many
engineers all at differing levels and any number could be involved in a particular call. As part
of my duties, I have access to these records, but I was not involved with any of the technical
aspects of these calls. This area is not my particular area of expertise and I make this
witness statement simply to help clarify the call logs for the benefit of the Court.
Signature Signature witnessed by
CS011A (Side A) Version 4.0 07/06
POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
An important element of the support provided to sub-postmasters and Counter Clerks is the
Horizon System Helpdesk (HSH). The HSH is the Horizon user's first ‘port of call’ in the event
of their experiencing a problem with the Horizon system or requiring advice and guidance. If
the system were to malfunction, upon discovery the Horizon users (i.e. the sub-postmaster or
counter clerk) would raise a call to the HSH seeking clarification or advice. HSH is a service
run by Fujitsu Services for the Post Office. I have been asked to provide information
pertaining the working condition of the Horizon system. The following information constitutes
the calls logged by HSH recorded during the period June 30th 2005 to December 31*t 2009
for the West Byfleet Post Office - Branch Code 126023.
I have reviewed the HSH calls pertaining to the West Byfleet branch during the period June
30th 2005 to January 14th 2008. There were 135 calls from branch Code 126023 to the
HSH, this equates to between 3 and 4 calls a month which is average for this size Post
Office. All the calls are of a routine nature and do not fall outside the normal working
parameters of the system or would affect the working order of the counters.
Call reference details and an overview of each call are given in date order below:
There are a many abbreviations that the HSH use in their call details, here are many
explained:
NBSC - Network Business Support Centre
PM — Post Master
CC — Counter Clerk
Bop — Back office printer
CP- Counter printer
ADSL - Asymmetric Digital Subscriber Line (network connection)
PWWODCTR - Wait While Desktop Connects To Riposte
BU — Base Unit (counter)
PMMC - Postmaster Memory Card
Ithaca — make of printer
Signature Signature witnessed by
csottA Version 4.0 07/06
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
MLP — mail label print
OSP — One Shot Password
EOD — End of Day
BCR - Bar Code Reader
PMHTCC — Post master happy to close call
SSC - System Support Centre 3'9/4" line support
1. Sat 09 July 2005 11:17 Call E-0507090180
pm states that they cannot access training.
Resolution: sat 09 July 2005 11:18
Call Close by Mark Outram: contact the nbsc
Outcome
Call passed to NBSC
2. Fri29 July 2005 17:47 Call E-0507290644
no power to horizon
Resolution: Fri 29 July 2005 17:50
Call Close by Jason Rogers: ce states that has a frozen screen whilst doing a transaction. reboot required. ref offered
Outcome
System freeze resolved by a reboot.
3. Fri26 August 2005 09:05 Call E-0508260113
pm states screen has forzen during reboot
Resolution: Fri 26 August 2005 09:08
Call Close by Holly Andrew: pm states screen has frozen during reboot advised pm to reboot
Outcome
PM advised to reboot system.
4. Thu 15 September 2005 17:44 Call E-0509150698
PM states that the bop is printing faintly, has changed toner and it is only a bit better
Resolution: Thu 15 September 2005 17:53
Call Close by Nicola Howe: PM states that her bop is printing faintly, advised her to get a new image drum, ref no given
Outcome
PM advised to order new part for printer.
Signature Signature witnessed by
csottA
POL00167135
POL00167135
Version 4.0 07/06
POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
5. Mon 19 September 2005 10:44 Call E-0509190463
PM reports CP isn’t accepting MLPs
Resolution: Tue 20 September 2005 08:46
Call Close by Russell Bull: Engineer replaced the counter printer... Call closure code of and repair code 821
Outcome
Printer replaced.
6. Tue 20 September 2005 10:10 Call E-0509200234
BOP - makes grinding noises - red light flashes —
Resolution: Tue 20 September 2005 10:12
Call Close by Imran Hussain: BOP - makes grinding noises - red light flashes - advised change drumkit/toner - pm to order from
communisis
Outcome
PM advised to change printer parts.
7. Wed 21 September 2005 10:42 Call E-0509210435
Link call e-0509200234 pm has changed the image drum and toner as requested. the new image drum prints black marks as before.
Resolution:
Call Close by Mark Brown: swapped bop Call closure code of and repair code 821
Outcome
Back office printer replaced
8. Fri 23 September 2005 17:32 Call E-0509230688
pm states her power went and is getting power company to sort out
Resolution: Fri 23 September 2005 17:35
Call Close by Akram Ali: pm states her power went and is getting power company to sort out. advised pm to call us and power up when
back
Outcome
PM advising that they have had a power loss.
9. Sat 24 September 2005 09:54 Call E-0509240165
PO closed today due to flood - power will be off during this period. PO may re-open Monday 26th Sept.
Resolution: Tue 04 October 2005 13:09
Call Close by Andrew Smith: Office closed due to flood, office re-opened on 27/09
Outcome
Signature Signature witnessed by
csottA Version 4.0 07/06
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
PO closed due to flood.
10. Mon 26 September 2005 09:11 Call E-0509260175
Counter Printer - no power
Resolution: Mon 26 September 2005 11:54
Call Close by Kenneth Hudson: replaced fuse on power cable plug. Call closure code of and repair code 824
Outcome
Engineer replaced fuse in printer plug.
11. Mon 03 October 2005 11:24 Call E-0510030449
Leslie @ nbsc states that the site reopened on the 27th of september@ 0900
Resolution:
Call Close by Thomas Field: site is now open - it reopened on the 27th of September
Outcome
Call to say that site opened after flood.
12. Thu 06 October 2005 09:40 Call E-0510060251
OSP for Seema misra PM
Resolution: Thu 06 October 2005 09:54
Call Close by Darryl Johnson: OSP has been issued
Outcome
One-Shot Password supplied.
13. Fri 14 October 2005 11:40 Call E-0510140339
FAD non polling, please investigate
Resolution: Fri 14 October 2005 16:37
Call Close by Sarah Dawe: Site Communicating. EOD received
Outcome
PM states that there was a power cut, counters rebooted and network restored.
14. Mon 17 October 2005 11:05 Call E-0510170416
caller is restarting the computer and he had a blue screen but now it has gone to system busy
Resolution: mon 17 October 2005 11:10
Call Close by Erica Tidman: system busy, adv pm this is part of normal reboot, ref given
Outcome
PM advised that reboot process is ok.
Signature Signature witnessed by
csottA
POL00167135
POL00167135
Version 4.0 07/06
POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
15. Sat 05 November 2005 09:57 Call E-0511050159
PM states touch screen is not responding
Resolu
Call Close by Matthew Wilson: Touch screen not working, clean touch screen and recalibrated. screen now working Outcome
Cleaned touch screen and recalibrated
IN: Sat 05 November 2005 10:01
16. Sat 05 November 2005 10:01 Call E-0511050165
BCR not working
Resolution: sat 05 November 2005 10:02
Call Close by Matthew Wilson: BCR not working, cleaned lens and rebooted
Outcome
PM advised to clean BCR and reboot.
17. Wed 16 November 2005 09:20 Call E-0511160161
pm states he has discrepancy on system
Resolution: wed 16 November 2005 09:21
Call Close by Akram Ali: pm states discrepancy on system advised pm to call nbsc
Outcome
Call passed to NBSC.
18. Wed 23 November 2005 10:05 Call E-0511230280
PM reports that CP isn't working
Resolution: wed 23 November 2005 10:08
Call Close by Barrie Curtin: pm reports that CP isn't working. Advised through checks. pm will continue unassisted and come back to us
Outcome
PM advised to carry out checks on the printer.
19. Fri 25 November 2005 16:47 Call E-0511250758
Clerk states CP is not printing mail labels
Resolution: Mon 28 November 2005 12:12
Call Close by David Dawe: Engineer replaced the counter printer. Call closure code of and repair code 821
Outcome
Signature Signature witnessed by
csottA Version 4.0 07/06
POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
Printer replaced
20. Fri 25 November 2005 16:53 Call E-0511250761
Clerk states touch screen is not responding
Resolution: Fri 25 November 2005 16:57
Call Close by Matthew Wilson: Touch screen not responding. Cleaned screen and failed recalibration. Advised reboot. ref no given
Outcome
Clerk advised to reboot after recalibration of screen failed.
21. Mon 05 December 2005 18:17 Call E-0512051031
pm did a cash declaration. the machine started to make a noise.
Resolution: Tue 06 December 2005 12:05
Call Close by Mark Brown: @@CHARGE no fault found. Call closure code of and repair code 819
Outcome
Counter replaced and events checked, no errors.
22. Tue 06 December 2005 09:54 Call E-0512060215
Node 3 is non-polling, please investigate.
Resolution: Tue 06 December 2005 11:59
Call Close by Sarah Dawe: Site Communicating. EOD received
Outcome
No Fault appears to be found, connection back up after 2hrs.
23. sat 17 December 2005 10:26 Call E-0512170158
swiss francs given to colleague - trying to transfer ands not in dropdown list
Resolution: sat 17 December 2005 10:28
Call Close by Imran Hussain: Swiss francs given to colleague - trying to transfer ands not in dropdown list - advised reboot - pm to
reboot unassisted
Outcome
PM advised to reboot to fix problem.
24. Tue 10 January 2006 09:03 Call E-0601100096
the online services are down.
Resolution: Tue 10 January 2006 09:27
Call Close by Anthony Vasse: pm has rebooted to clear a network failure.
Outcome
Pm advised to reboot to restore online services.
25. Mon 20 February 2006 10:42 Call E-0602200350
Signature Signature witnessed by
csottA Version 4.0 07/06
POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
pm states that showing £ 6000 down from balance.
Resolution: mon 20 February 2006 10:44
Call Close by Joanne Rowland: pm states that showing £ 6000 down from balance. advised nbsc issue
Qutcome
Call passed to NBSC
26. Mon 20 February 2006 10:45 Call E-0602200355
pm states that showing £ 6000 down from balance. advised nbsc issue pm stated she was talking to the nbsc and got cut off
Resolution: Mon 20 February 2006 10:48
Call Close by Laura Sutton: pm states that showing £ 6000 down from balance. advised nbsc issue pm stated she was talking to the
nbsc and got cut off i advised pm i would put her through pm was happy with this _pmhtcc
Outcome
PM call passed through NBSC.
27. Mon 20 February 2006 15:40 Call E-0602200818
Pm states that her system is showing difference values for certain products.
Resolution: mon 20 February 2006 15:42
Call Close by Matthew Fry: Pm states that her system is showing incorrect values. Pm transfered
Outcome
Call passed toNBSC.
28. Tue 21 February 2006 12:45 Call E-0602210464
PM states that the last couple of weeks they have had problems with the horizon kit and it is always showing that they are down in
money
Resolution: Tue 21 February 2006 12:54
Call Close by Samantha Roullier: PM states that that system is showing her as being down everyday, she has been advised by the
NBSC, advised PM to follow this, REF offered
Outcome
Advised to follow NBSC instructions.
29. Thu 23 February 2006 08:59 Call E-0602230104
annetee nbsc - pm states that she has losses every week in two stock units
Resolution: Fri 03 March 2006 13:55
Call Close by David Dawe: pm was getting discrepancy's ssc have investigated and advised that the NBSC take a 2nd look at this as the
office stock units appear to be in a mess.
Outcome
SSC team advice that call be passed back to NBSC for further investigation.
30. sat 04 March 2006 10:40 Call E-0603040153
Signature Signature witnessed by
csottA Version 4.0 07/06
POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
Pm states that her cp is not feeding.
Resolution: sat 04 March 2006 14:27
Call Close by Stephen Ashby: ** [Engineer 000163 allocated]. Call closure code of and repair code 821
Qutcome
Printer replaced.
31. Wed 15 March 2006 09:13 Call E-0603150177
pm states that the system are slowing during transaction
Resolution:
Call Close by Rhian Shirley: pm states they have a slow counter. after checking event advise pm to keep a record for future calls as
there is no fault. pm happy
Outcome
No fault found, PM advised to keep records of any future slow counters.
32. Wed 15 March 2006 13:36 Call E-0603150530
PM states nvl and A&L are declining
Resolution:
Call Close by Kenneth Hudson: ** [No Remark entered.] Call closure code of FAILURE and repair code 821
Outcome
PinPad not reading cards,,, PinPad replaced by engineer.
33. Wed 15 March 2006 13:42 Call E-0603150536
PM states no cards are being taken on the pinpad
Resolution:
Call Close by Kenneth Hudson: engineer swapped pinpad. tested ok. Call closure code of and repair code 821
Outcome
Faulty pinpad replaced
34, Fri 24 March 2006 09:51 Call E-0603240249
Pm states that the cps on nodes 1+3 are not printing labels and keep rejecting them.
Resolution: Fri 24 March 2006 14:09
Call Close by Darren Budge: swapped Printer, tested ok Call closure code of and repair code 821
Outcome
Counter printers replaced.
35. Fri 24 March 2006 10:04 Call E-0603240273
Pm states that the cp on node 1 is not printing labels.
Resolution:
Signature Signature witnessed by
csottA Version 4.0 07/06
POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
Call Close by Darren Budge: swapped printer, tested ok Call closure code of and repair code 821
Outcome
Printer replaced
36. Fri 24 March 2006 17:26 Call E-0603240820
‘Nothing that can be settled or refund with the method of payment’ using card on Bureau transaction
Resolution: Fri 24 March 2006 17:30
Call Close by Ricki Law: error on bureau transaction. advised this is nbsc issue, pm transferred
Outcome
Call transferred to NBSC
37. Wed 19 April 2006 12:10 Call E-0604190327
pm states cp is not printing mips
Resolution: wed 19 April 2006 12:10
Call Close by Sarah Dawe: engineer replaced ithaca tested ok Call closure code of and repair code 821
Outcome
Printer replaced
38. Tue 02 May 2006 05:02 Call E-0605020017
Critical Alert Received on H12602300101 on 02/05/2006 at 03:45:10. Event Description: A fatal error has occurred. A corrupt storage
unit was detected on volume %1 with LPN %2. UnitType %3 (0xC105003F). The message store will be shut down abnormally
Resolution: Tue 02 May 2006 10:07
Call Close by Mary Rainbow: engineer call raised on fadifad call - this call can be closed
Qutcome
Subsequent call raised e-0605020278, where engineer replaced ADSL cable and tested ok
39. Tue 02 May 2006 08:56 Call E-0605020144
PM states that she has no entry signs on all icons.
Resolution: Tue 02 May 2006 08:59
Call Close by Louise Peplow: PM states that she has no entry signs on all icons. Advised pm to re-boot the counter and to call back if
there are any further issues,
Outcome
PM advised to reboot.
40. Tue 02 May 2006 09:39 Call E-0605020278
PM states that she still keeps getting message please wait while desktop connects to riposte
Signature Signature witnessed by
csottA Version 4.0 07/06
POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
Resolution: Tue 02 May 2006 13:19
Call Close by Kenneth Hudson: engineer swapped ads! cable. tested ok. Call closure code of and repair code 824
Outcome
This call raised in conjunction with Call E-0605020017, cable replaced and tested ok.
41. Tue 02 May 2006 18:20 Call E-0605021966
Critical NT event at 18:05:51 02/05/06 on H -12602300101 KMRX: Riposte Error 1722. server is unavailable. (0x6BA) Riposte Close
Message Port
Resolution: wed 03 May 2006 12:37
Call Close by Darren Dutton: Reboot event received at 12:27:00. No further events to report
Outcome
This is a known error and a reboot is suggested, there were no further events to report. Repeat call E-0605030184.
42. Wed 03 May 2006 08:59 Call E-0605030155
pm states PWWDCTR
Resolution: wed 03 May 2006 09:01
Call Close by Stephen Ashby: pm states pwwdetr. reboot required. ref no offered
Outcome
This is a known error and a reboot is suggested
43. Wed 03 May 2006 09:07 Call E-0605030184
PM states the “ on line services unavailable"
Resolution: wed 03 May 2006 09:11
Call Close by Melanie Connolly: PM states " server unavailable,. advised reboot, ref offered
Outcome
This is a known error, call in conjunction with Call E-0605021966, advised to reboot.
44. Wed 03 May 2006 09:34 Call E-0605030277
pm states that she has message frozen on screen pwwdctr (Please Wait While Desktop Connects To Riposte).
Resolution: wed 03 May 2006 14:08
Call Close by Katrina Brooks: swapped b-base, tested ok
Outcome
Base Unit replaced, reboots for calls Call E-0605030184, Call E-0605030155 and Call E-0605021966 failed to rectify problem so the
counter was replaced and tested ok.
45. sat 17 June 2006 09:19 Call E-0606170102
The online services are down. pm has pwwdctr on the gateway,
Resolution: sat 17 June 2006 09:21
Signature Signature witnessed by
csottA Version 4.0 07/06
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
Call Close by Anthony Vasse: pm is rebooting to clear pwwdetr.
Outcome
PM advised to reboot to fix.
46. Mon 03 July 2006 16:27 Call E-0607031108
caller states he is doing a capo card transaction and is getting message card cannot be processed by the pinpad
Resolution: mon 03 July 2006 16:30
Call Close by Patricia Clegg: card not going through on 2 counters, fault with card
Outcome
Problem with the credit card.
47. sat 08 July 2006 13:54 Call E-0607080339
Caller states that the counter has frozen
Resolution: sat 08 July 2006 13:56
Call Close by Adam Robertson: Reboot required
Outcome
PM advised to reboot.
48. Wed 12 July 2006 13:46 Call E-0607120645
no power to horizon
Resolution: wed 12 July 2006 13:48
Call Close by Imran Hussain ~: no power to horizon - referred to local electrician
Outcome
Electrical problem - referred to local electrician
49. Wed 12 July 2006 13:59 Call E-0607120672
pm states there is no power to horizon system,
Resolution: - wed 12 July 2006 14:03
Call Close by Keely Butler: pm states there is no power to horizon system. transf to nbsc.
Outcome
Call passed to NBSC.
50. wed 12 July 2006 14:04 Call E-0607120680
PM states that the power has gone down on all of the counters - have checked the trip switch to the horizon counters and it is fine and
an electrician has had a look at the fuses - all appears to be fine
Resolution: wed 12 July 2006 14:12
Call Close by Adam Robertson -: No fault found - Trip switch had not been checked
Signature Signature witnessed by
csottA
POL00167135
POL00167135
Version 4.0 07/06
POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
Outcome
No Fault found, PM happy to close call.
51. Fri21 July 2006 09:09 Call E-0607210115
Pm states that touch screen is faulty
Resolution: - Fri 21 July 2006 09:13
Call Close by Melissa Delamaine: touch screen fault, recallibrated, now fine, ref no given
Outcome
Touch screen reset.
52. Tue 25 July 2006 09:57 Call E-0607250218
caller states that the touch screen is not working, the arrow does not follow your finger
Resolution: - thu 27 July 2006 17:03,
Call Close by Samantha Roullier: engineer replaced touch screen tested ok Job Completed: 27/07/2006 14:55:00 Call closure code of
Completed and repair code 821
Outcome
Touch screen replaced by engineer.
53. Mon 14 August 2006 11:52 Call E-0608140565
FAD non polling, please investigate
Resolution: - Tue 15 August 2006 09:05
Call Close by Leanne Hudson: Site Communicating. EOD received
Outcome
PM stated that the electrician who was fitting the Air con unit cut the power off yesterday.
54. Fri 22 September 2006 09:37 Call E-0609220246
caller states that the counter printer on node 2 is not printing the receipt. there is no power to the printer.
Resolution: - Tue 26 September 2006 10:37
Call Close by Kenneth Hudson: Engineer Summary: poor & cuts out exchange & tested ok rte 1009 Call closure code of Completed and
repair code 821
Outcome
Printer replaced by engineer
55. Mon 25 September 2006 16:03 Call E-0609250857
clerk states that op is not working and is only printing half recipt
Resolution: Tue 26 September 2006 11:33
Call Close by David Dawe -: Engineer Summary: exchange & tested ok Call closure code of Completed and repair code 821
Outcome
Signature Signature witnessed by
csottA Version 4.0 07/06
POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 54(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
Printer replaced by engineer
56. Fri 29 September 2006 13:28 Call E-0609290473
PM states that her CP was replaced last week and keeps jamming.
Resolution: - sat 30 September 2006 17:53
Call Close by Ricki Law: ** [No Remark entered.] Call closure code of Completed and repair code 821
Outcome
Counter Printer repaired.
57. Thu 05 October 2006 11:59 Call E-0610050525
Caller states that node 2 touch screen is not working
Resolution:
Call Close by Adam Robertson: replaced touch screen and mains adaptor Call closure code of Completed and repair code 821
Outcome
Touch screen replaced by engineer.
58. Wed 08 November 2006 16:40 Call E-0611080875
the scanner is not working properly.
Resolution:
Call Close by Anthony Vasse: pm is rebooting to clear a scanner issue on node 3.
Outcome
Counter rebooted to clear scanner problem
59. Thu 09 November 2006 09:57 Call E-0611090270
pm states ber not working
Resolution: - thu 09 November 2006 09:59
Call Close by Akram Ali: pm states system is stuck in loop, advised reboot pmhtce
Outcome
PM happy to close call after reboot of counter to resolve Bar Code Ready (BCR) problem.
GO. Sat 11 November 2006 11:04 Call E-0611110242
pm states that the ber is still not working
Resolution: - von 13 November 2006 13:01
Call Close by Nicola Whitehead: ** [No Remark entered.] Call closure code of Completed and repair code 821
Outcome
Part replaced.
Signature Signature witnessed by
CSOTIA Version 4.0 07/06
POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
61. Fri 24 November 2006 13:10 Call E-0611240549
Cc states cp is not printing labels
Resolution:
Call Close by David Moulden: REPLACED PRINTER Call closure code of Completed and repair code 821
Outcome
Part replaced
62. Wed 29 November 2006 14:25 Call E-0611290624
CC states that the node 1 printer is not working
Resolution: - wed 29 November 2006 14:31
Call Close by Samantha Roullier: PM states that the printer is not working, advised to reset, ref offered
Outcome
PM advised how to perform factory reset of the printer.
63. Wed 29 November 2006 15:49 Call E-0611290763
CC quotes E-061 1290624. CP is still not working after initial checks and factory reset.
Resolution: Thu 30 November 2006 13:00
Call Close by Katrina Brooks -: rtc 09:55 Engineer Summary: the unit was rejecting the labels so the engineer replaced and tested fine.
Call closure code of Completed and repair code 821
Outcome
Printer replaced.
64. Thu 07 December 2006 09:36 Call E-0612070206
Caller states that the counter keeps on turning itself off during transaction
Resolution: - Fri 08 December 2006 17:06
Call Close by Donna Thomas: Job Completed: 08/12/2006 15:30:00 Engineer Summary: counter would cut out, and CTX mains had low
voltage, swapped part tested ok Call closure code of Completed and repair code 821
Outcome
Base Unit (counter) replaced by engineer.
65. Mon 15 January 2007 14:22 Call E-0701150667
pm states that her pinpad is not reading cards
Resolution: - Mon 15 January 2007 16:02
Call Close by Samantha Bowden: pm states that her pinpad is not accepting cards, advised re-installation of pinpad, pm happy to do this
unassisted
Signature Signature witnessed by
csottA Version 4.0 07/06
POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
Outcome
PM advised to re-install pinpad.
66. Mon 15 January 2007 16:05 Call E-0701150810
pm states that the pinpad installation failed as it failed to read the text card.
Resolution:
Call Close by Alexander Gibbs: swapped pinpad Call closure code of completed and repair code 821
Outcome
PinPad replaced by engineer.
67. Wed 24 January 2007 14:17 Call E-0701240721
CC states that Node 1 CP is not printing properly.
Resolution:
Call Close by Stephanie Byrne: CC states that CP on node 1 is jamming, advised a factory reset this was successful. ref given
Outcome
PM advised to reset printer, which cleared problem.
68. Wed 24 January 2007 14:25 Call E-0701240731
CC states that the BCR is not scanning
Resolution: - wed 24 January 2007 14:33
Call Close by Stephanie Byrne: CC states that BCR on node 3 is not scanning, Advised CC to reboot and call back in 20 mins if
problem still persists. ref given
Outcome
Counter Clerk rebooted BCR.
69. Mon 29 January 2007 10:59 Call E-0701290399
Pm states that his cp is still not printing labels
Resolution: Tue 30 January 2007 14:18
Call Close by Joseph Mould: Engineer Summary: not printing labels exchanged tested all ok Call closure code of completed and repair
code 821
Outcome
Printer replaced.
70. Thu 15 February 2007 13:11 Call E-0702150566
Sup states that his is it not printing lables
Resolution: sat 17 February 2007 13:40
Call Close by Joseph Mould: Call closure code of completed and repair code 821
Outcome
Signature Signature witnessed by
csottA Version 4.0 07/06
POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
Printer replaced
71. Mon 19 February 2007 12:17 Call E-0702190608
CC states that her cp is not printing labels
Resolution: wed 21 February 2007 09:32
Call Close by Joseph Mould: ** [No Remark entered] Call closure code of completed and repair code 821
Outcome
Counter printer replaced.
72. Thu 01 March 2007 09:14 Call E-0703010170
CC states that her BCR is not working
Resolution: thu 01 March 2007 09:24
Call Close by Latoya Rodgers: CC states that her BCR is not working advice her of the steps and advice her to reboot and then try it
and if it doesn’t wrk then she needs to ring us back . ref given
Outcome
PM advised to reboot and try again.
73. Tue 06 March 2007 16:23 Call E-0703060844
pm states cp started smoking
Resolution: wed 07 March 2007 15:32
Call Close by Tracy Scott: Engineer Summary: not print slips or labels, exchanged & tested all ok
Outcome
Counter printer replaced
74, Mon 12 March 2007 15:14 Call E-0703120773
CC states that her cp keeps rejecting labels.
Resolution: wed 14 March 2007 10:51
Call Close by Sukhdeep Thind: Engineer Summary: Rejecting labels so replaced and tested ok. Call closure code of FAILURE and
repair code 821
Outcome
Printer replaced.
75. Thu 26 April 2007 13:50 Call E-0704260661
CC states that her online services are unavailable.
Resolution: Fri 27 April 2007 09:47
Call Close by Stephanie Byrne: PM now has online services
Outcome
Loss of network connectivity, connection restored after reboot.
Signature Signature witnessed by
csottA Version 4.0 07/06
POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
76. Sat 28 April 2007 09:59 Call E-0704280155
pm states that node disconnected and regained connection errors
Resolution: sat 28 April 2007 10:01
Call Close by Joanne Rowland: pm states that nodes are all working and fine were disconnected but ok pmhtcc ref given
Outcome
Brief loss of network connectivity.
77. Thu 03 May 2007 12:01 Call E-0705030652
CC states that her cp on node 3 has no power.
Resolution: thu 03 May 2007 14:16
Call Close by Sukhdeep Thind: pm called. can we cancel the engineer visit. the printer is now working
Outcome
Printer problem
78. Wed 20 June 2007 14:42 Call E-0706200766
Counter clerk states the cp is not working
Resolution: wed 20 June 2007 15:01
Call Close by Nazma Majeed: Counter clerk states the cp is not working. Advised to reboot and call back if the problem persists. Ref
given
Outcome
Printer problem.
79. Wed 20 June 2007 15:09 Call E-0706200812
pm needs to know how to reboot the counter for epson printer problem
Resolution: thu 03 May 2007 14:16
Call Close by Ricki Law: pm needs to know how to reboot the counter for epson problem. advised how to reboot
Qutcome
Printer problem
80. Thu 05 July 2007 08:48 Call E-0707050086
the gateway is not switching on after a power failure the screen is blank.
Resolution: Thu 05 July 2007 17:11
Call Close by Latoya Rodgers: Engineer Summary: power failed and has been changed and has been tested ok
Outcome
Base unit replaced by engineer.
Signature Signature witnessed by
csottA Version 4.0 07/06
POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
81. Wed 11 July 2007 1718 Call E-0707110847
‘sub pm states that node 1 screen is not responding
Resolution: wed 11 July 2007 17:21
Call Close by Latoya Rodgers: sub pm states that her soreen is not responding . walk through the checks and it is working . ref given
Outcome
Walked through checks and tested ok
82. sat 14 July 2007 10:39 Call E-0707140168
No response when touching the screen. KB is working.
Resolution: mon 16 July 2007 18:07
Call Close by Joseph Mould: Engineer Summary: Touch screen calibration failed - replaced screen - tested and ok
Outcome
Screen replaced by engineer.
83. Thu 19 July 2007 11:14 Call E-0707190374
Pm states on node 2 touch screen is not responding at all 3910000056
MONO900T UEO900WEDOSNNT HUDSO0FRIO900SATO900SUNO000BNK0000 3920000056
MONO000TUE0000WEDO00THUD000FRIO000SATOO00SUNO000BNK0000 3930000056
MONO000T UEO000WEDOONOT HUDOD0FRIDOD00SAT 0000S UNO000BNK0000 3940000056
MON1730TUE1730WED1730THU1730FRI1730SAT 1300SUNO000BNK0000
Resolution: Thu 19 July 2007 11:18
Call Close by Kam Seshadri: Pm had a problem with the touch screen, advised calibration, calibration ok and found touch screen
seemed to be working fine
Outcome
Touch screen problem, fixed by re-calibration.
84. Wed 01 August 2007 14:30 Call E-0708010603
Supervisor states that the system frozen
Resolution: wed 01 August 2007 14:37
Call Close by Thomas Kane: screen freeze.. advised reboot.. ref given
Outcome
Screen freeze fixed by re-boot
85. Thu 23 August 2007 11:01 Call E-0708230383
Clerk reports her cp is printing blank receipts on node 1
Signature Signature witnessed by
csottA Version 4.0 07/06
POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
Resolution: Thu 23 August 2007 11:06
Call Close by Leanne Hudson: Pm states cp is printing blank, advised through checks. Pm states cp is printing ok, pm happy to
continue and has ref.
Outcome
Printer problem.
86. Tue 28 August 2007 15:18 Call E-0708280851
CC states CP is not printing receipts
Resolution: Tue 28 August 2007 15:23
Call Close by Deepak Nerr: CP not printing receipts, advised to replace red ink cartridge, issue resolved. Ref Given.
Outcome
Printer problem
The following calls are in a different format due to the helpdesk software changing in October
2007.
87.
Incident: 10293 13/09/2007 09:29:18
Description: PM states he has an epson CP that is
printing blank
Fawthrop, Kyle 13/09/2007 09:35:50 Resolved
Desc: PM states he has an epson CP that is printing blank, cleaned the print
heads and resolved the issue.
88.
Incident: 11370 14/09/2007 11:42:17
Description: PM stated green flashing. Error and Red
Light. Slip light.
Asghar, Rameez 14/09/2007 11:56:31 Resolved
Desc: PM stated that error red ink and tally roll were on. Advised reboot.
REF GIVEN.
Signature Signature witnessed by
CSOTIA Version 4.0 07/06
20
POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
89. Incident: 12252 17/09/2007 09:31:03
Description: CP is not printing receipts
Nerr, Deepak 17/09/2007 09:40:49 Close
Desc: CP not printing receipts, advised checks - issue resolved. Ref Given.
90.
Incident: 14215 18/09/2007 16:37:46
Description: bop printing blank.
Majeed, Nazma 19/09/2007 Close
17:18:11
Desc: Engineer Summary: refit print drum, all tested ok
Call closure code 826
91.
Incident: 14468 19/09/2007 09:32:47
Description: PM states that his CP is not working
Giles, Ricky 19/09/2007 09:38:09 Close
Desc: PM states that his CP is not responding, advised to change black cart
92. Incident: 41686 30/10/2007 10:04:46
Description: Counter clerk states that the cp is printing
blank receipts
Majeed, Nazma 30/10/2007 Close
10:10:45
Desc: Advised self cleaning test x3 and this solved the problem. The cp is
printing fine now
93. Incident: 47888 08/11/2007 10:59:04
Description: PM states that she has had a power cut and
she has gone into the lost pin screen
Signature Signature witnessed by
csottA Version 4.0 07/06
21
POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 54(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
Description: PM states that she has had a power cut and
she has gone into the lost pin screen
94, Incident: 48100 08/11/2007 12:59:53
Description: FAD requires the Security keys updated -
Contact the PM to request controlled
restart and acceptance of new security data
on all counters beginning with the Gateway
counter. Ensure the network door is open
for "Key Change" for the Gateway restart
Agar, Charlene 09/11/2007 Close
11:14:49
Desc: key update complete
95. Incident: 48610 09/11/2007 09:39:11
Description: Pm states cp printing nothing at all
Hickman, Nick 09/11/2007 09:52:11 Close
Desc: PM states cp not printing, when trying to print re3ceipt, screen froze,
advised reboot will call back later, ref given
96. Incident: 50596 12/11/2007 12:14:03
Description: PM states that she is having problems with
her Moneygram
Giles, Ricky 12/11/2007 12:15:35 Close
Desc: NBSC Issue
97. Incident: 56758 20/11/2007 11:22:26
Description: Clerk states on node 1 scanner is not
scanning
Seshadri, Kam 20/11/2007 11:27:04 Close
Desc: Pm had a problem with the bcr, advised pm to clean the lens found
Signature Signature witnessed by
csottA Version 4.0 07/06
22
POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
bcr seemed to be working fine
98. Incident: 56771 20/11/2007 11:28:39
Description: Pm states that her ber is still not working
ref from call 56758
Thind, Sukhdeep 22/11/2007 Close
09:35:47
Desc: engineer replaced BCR.
99. Incident: 56802 20/11/2007 11:50:05
Description: PM states that her base unit wont turn on
Griffiths, Jamie 20/11/2007 11:56:23 Close
Desc: PM states that while i was checking events she got the base unit to
turn on and has put in her PMMC card, gave a REF no. and told to call back if
any more problems occur.
100. Incident: 59389 23/11/2007 12:43:23
Description: Pin number - appears as mistyped
Nerr, Deepak 23/11/2007 13:20:25 Close
Desc: Lost PIN, new PIN generated and accepted, POLO complete - starting
services.
101. Incident: 59509 23/11/2007 14:30:00
Description: pm states that they had to reboot node
three and now the keyboard will not accept
the pmmc card the keyboard does not
recognise it
Singh, Lucvinder 23/11/2007 14:37:51 Close
Desc: pm has logged on now and services are starting, pm happy to
continue and will call back if she has any more problems, ref given
Signature Signature witnessed by
csottA Version 4.0 07/06
23
POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 54(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
102. Incident: 63912 29/11/2007 13:11:19
Description: CP is not printing.
Law, Carla 01/12/2007 Close
08:20:34
Desc: Engineer Summary: ink spill in printer exchanged printer test ok
103. Incident: 71603 07/12/2007 14:20:45
Description: PM states she has red light
Willis, Emma 07/12/2007 14:24:28 Close
Desc: PM states she has red light, Advised PM to change Black Ink cartridge,
Issue Resolved
104. Incident: 72363 10/12/2007 09:01:22
Description: Pm states that her system is frozen on the
message " Please wait while receipt is
printing"
Asghar, Rameez 10/12/2007 09:05:55 Close
Desc: Pm states that her system is frozen on the message " Please wait
while receipt is printing" Advised pm to reboot the counter and call back if
the problem persists. Ref given
105. Incident: 79146 17/12/2007 10:44:49
Description: PM states CP on node 02 is not working
Brooks, Katrina 20/12/2007 Close
09:44:14
Desc: cleaned printer test ok INFO: CSR Code 000314 is known to D1 - AND
updated ** PARTS USAGE VALIDATION INFORMATION ** INFO: No valid
spares usage data found. INFO: No spares usage data was provided. ** END
OF PARTS USAGE VALIDATION INFORMATION ** INFO: Cause Code
completed is known to D1 - AND updated INFO: Repair Code 821 is known to
D1 - AND updated OTI Auto Closing this call to CM.
Actual Visit:
Engineer: 000314
Arrival: 2007-12-18 14:40:00
Handed Back: 2007-12-18 15:00:00
Signature Signature witnessed by
csotta Version 4.0 07/06
24
POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
106. Incident: 98279 14/01/2008 09:15:44
Description: OSP authorised by NSBC for Auditor - Keith
Noverre.
Norsworthy, 14/01/2008 Close
Dean 09:39:51
Desc: OSP authorised. Contacted Auditor, issued OSP. OSP issued
successfully.
107. Incident: 100180 15/01/2008 12:56:03
Description: alan @ NBSC states site is closed due to an
audit
Signature Signature witnessed by
csottA
25
Version 4.0 07/06
POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
Thind, 23/01/2008 Close
Sukhdeep 16:09:09
Desc: 0900 ... 15.01.08 po reopened.
108. Incident: 116574 04/02/2008 06:05:04
Description: Critical event received for node
H12602300101 on the 02-04-08 @
03:47:29. Classification = NT_Error,
Source = Disk, NTID = 7. Event text reads,
‘The device, \Device\Harddisk0\Partition1,
has a bad block'.'
Thind, 04/02/2008 Close
Kaljinder 09:44:35
Desc: B Base Unit call raised - 116835
109. Incident: 116835 04/02/2008 09:37:05
Description: p/m states he has error message pwwdctr
Nerr, Deepak 04/02/2008 Close
16:56:00
Desc: Replaced b base unit.
110. Incident: 117569 04/02/2008 13:32:39
Description: PM wanted help with a transaction.
Fawthrop, Kyle04/02/2008 Close
13:36:21
Desc: PM called in for transaction help, i have done checks and transferred
to NBSC.
111. Incident: 117613 04/02/2008 13:53:46
Description: Can CLI be removed from this site to
enable authentication
Signature Signature witnessed by
csottA Version 4.0 07/06
26
POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
Tidman, Erica 04/02/2008 Close
17:29:06
Desc: cli re-enabled
112. Incident: 132384 20/02/2008 09:32:28
Description: PM states he needs to do an AP reversal.
Fawthrop, Kyle20/02/2008 Close
09:35:42
Desc: PM needed help with an AP reversal. transferred to NBSC.
113. Incident: 138233 26/02/2008 13:19:25
Description: itchica printier has an error 94
Leavesley, 26/02/2008 Close
Carley 13:28:42
Desc: RMGA.H Hardware.HDO7 Counter printer fault.CX6 Print Quality issue
114. Incident: 143395 03/03/2008 11:01:13
Description: PM states that his CP is printing white lines
between the text.
millman, 03/03/2008 Close
emma 11:04:54
Desc: PM states that his CP is printing white lines between the text. Advised
to do 3 self clean tests, printing fine now. REF offered
115. Incident: 299321 05/06/2008 09:26:43
Description: CP is not printing due to red ink out light is
on
Nerr, Deepak 05/06/2008 Close
09:29:27
Desc: Advised to replace the red ink cartridge.
116. Incident: 388611 24/07/2008 15:06:27
Description: Manager states online services unavailable
Signature Signature witnessed by
csotta Version 4.0 07/06
27
POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
Seshadri, 24/07/2008 Close
Kam 15:09:08
Desc: Pm had a problem with the online services, advised network test
pinged, Advised pm that the online services are back up and running
117. Incident: 388735 24/07/2008 15:41:33
Description: pm states hes got the message
Disconnected node
Poulton, 24/07/2008 Close
Claire 15:47:11
Desc: checked events - nodes 2 and 3 are showing Disconnected
advised pm to reboot both counters - gave incident
118. Incident: 391119 25/07/2008 16:31:20
Description: pm advises that he has no line online
services and 1 counter: Disconnected.
Sharma, 25/07/2008 Close
Devan 16:50:05
Desc: Successfully Pinged.
Counter has been connected.
Advised pm to test a card transaction..
pm advises that card transaction works.
pm would like an engineer.
Advised that i can send call to networks team but need to do a reboot.
pm advises he is busy all the time.
Advised when he is free if he can do a reboot.
pm advises this has happened twice yesterday reference 388735 and
388611.
pm would like to know which counter was disconnected.
Health Check Node1-25%, Node2-0% and Node3-0%
Advised pm Health Check Node1-25%, Node2-0% and Node3-0%
Offered Reference.
Signature Signature witnessed by
CSOTIA Version 4.0 07/06
28
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
119. Incident: 391460 26/07/2008 08:11:20
Description: RRA KK *AVOTICEMAIL CALL.
V260708001****KHKK KK
NBSC ISSUE
One Stock Unit is showing £1.000 loss
unable to find where it has disappeared to.
Leavesley, 26/07/2008 Close
Carley 09:04:13
Desc: Advised to call the NBSC
120. Incident: 393412 28/07/2008 11:42:11
Description: When printing receipt it says "printer error"
and the screen seems to be frozen
Goad, Daniel 28/07/2008 Close
12:41:50
Desc: system now working fine after reboot to counter
121. Incident: 399282 30/07/2008 13:21:57
Description: pm states that counter has froze on node 2
Daly, Amanda30/07/2008 Close
13:27:51
Desc: checked events all ok advised reboot ref given
122. Incident: 433532 15/08/2008 14:38:00
Description: pm states no OLS
Field, Sarah 15/08/2008 Close
Jane 14:49:44
Desc: advised a reboot
123. Incident: 433735 15/08/2008 15:43:56
Description: PM states that nodes 2 and 3 are
disconnected
POL00167135
POL00167135
Signature Signature witnessed by
csottA
29
Version 4.0 07/06
POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
Sahota, 15/08/2008 Close
Omkar 16:03:57
Desc: Advised reboot
124. Incident: 433925 15/08/2008 16:52:30
Description: PM states following clal references 433735
and 433735, nodes 2 & 3 are still
disconnected
Sharma, Devan 18/08/2008 Close
14:54:10
Desc: Engineer Summary: Plugged in 8 port hub adaptor, tested ok
125. Incident: 435728 18/08/2008 10:20:58
Description: PM need guidance on an AP reversal
transaction
Cooper, 18/08/2008 Close
Jordan 10:25:44
Desc: Offered to transfer PM back to NBSC, however his office is too busy
and he call them later
126. Incident: 724071 09/12/2008 11:29:38
Description: Caller states CP is not printing labels.
Sahota, Gagandeep 11/12/2008 Close
11:41:00
Desc: Engineer Summary: changed as no print changed tested working all
ok
127. Incident: 728050 10/12/2008 12:23:45
Description: pm has message onscreen. you are losing
until the branch is rolled into the next tp.
stock unit bb rolled into the current tp 42
Signature Signature witnessed by
csottA Version 4.0 07/06
30
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
days ago.
Vasse, Anthony 10/12/2008 Close
12:53:13
Desc: pm had a su roll over error to do with trans archiving. spoke to the
nbsc. no fault found with software. nbsc think the pm has rolled a stock unit
early system is saying that some trans have already been archived.
128. Incident: 761289 23/12/2008 14:16:21
Description: Node 3 BCR will not work.
Intermittent.
Law, Carla 23/12/2008 Close
14:21:31
Desc: Advised.
129. Incident: 841614 26/01/2009 13:07:26
Description: Back office printer, is making a grinding
sound and jamming paper.
Abdul, Hamid 27/01/2009 Close
11:15:03
Desc: Job Completed: 27/01/2009 11:00:00 Repair Code: 821 Cause Code:
completed Signature: Nil Status: C - Delivery Complete Reason: As
Requested Collected (Old) Items: Serial: 0CJ33032119K Model: PATOKI8P-
PTR Fault: BAD Notes: Delivered (New) ITems: Serial: 08333029611K Model:
PATOKI8P-PTR Fault: GOOD Notes: Engineer Summary: swapped oki advised
pm to order new image drum
130. Incident: 854143 29/01/2009 13:54:38
Description: PM has a transaction problem - sent to
NBSC
Hale, Perry 29/01/2009 Close
13:55:52
Desc: PM has a transaction problem - sent to NBSC
131. Incident: 1493231 26/08/2009 14:30:34
Description: KMAEXP 15/10/09 Branch requires Security
POL00167135
POL00167135
Signature Signature witnessed by
csottA Version 4.0 07/06
co
POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
keys updated - Contact the PM to request
controlled restarts and acceptance of new
security data for nodes
Leavesley, Carley 21/09/2009 Close
13:44:57
Desc: RMGA.S Software.SD17 Key refresh.CG9 Scheduled security data
update
132. Incident: 1621289 06/10/2009 13:07:58
Description: OLS are down
Briggs , Lisa 09/10/2009 Close
11:56:03
Desc: ADSL card replaced by engr. Comms ok since. PM happy to close call.
133. Incident: 1621846 06/10/2009 14:33:54
Description: OSP for PM Lisa Hothersall
Spang, Perry 06/10/2009 Close
15:07:39
Desc: Called Post office... they said that they haven’t requested a OSP at all
today
134. Incident: 1622327 06/10/2009 15:45:43
Description: PM said that her online services is running
fine but says that it goes down every now
and again
Spang, Perry 06/10/2009 Close
15:48:51
Desc: PM said that her online services is running fine but says that it goes
down every now and again
Advised PM to call back when it next happens
135. Incident: 1658567 17/10/2009 09:29:25
Signature Signature witnessed by
csottA Version 4.0 07/06
32
POL00167135
POL00167135
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andy Dunks
Description: Caller states that she has message saying
"this counter has disconnected from the
network"
Badenhorst, Jean 17/10/2009 Close
Paul 10:26:13
Desc: Advised pm to reboot.
Signature Signature witnessed by
csottA Version 4.0 07/06
33