EFTA00036164.pdf
95.3 KB
Extraction Summary
5
People
10
Organizations
5
Locations
1
Events
1
Relationships
4
Quotes
Document Information
Type:
Email thread / technical support log
File Size:
95.3 KB
Summary
This document is an email thread between electronics technicians at various Federal Bureau of Prisons facilities (Otisville, Houston, Sandstone) and external support (SigNet Technologies) dated August 8-9, 2019. The correspondence details widespread technical failures with the 'NICEVision' and 'AMS' video surveillance systems following a software update, specifically citing 'Database Errors' and display glitches. These system failures occurred just days before Jeffrey Epstein's death in federal custody on August 10, 2019.
People (5)
| Name | Role | Context |
|---|---|---|
| Jeffrey McKenzie | Senior Customer Support Technician |
Employee of SigNet Technologies assisting with surveillance system issues
|
| Justin Houston | Technical Support |
Contact person mentioned as being out of office
|
| Redacted Sender 1 | Electronics Technician |
Employee at FCI Sandstone discussing HF installation
|
| Redacted Sender 2 | Employee |
Department of Justice, FBOP, FDC - Houston discussing color issues
|
| Redacted Sender 3 | Electronics Technician |
FCI Otisville employee initiating the thread about NICEVision errors
|
Organizations (10)
Timeline (1 events)
2019-08-08
Multiple Federal Bureau of Prisons facilities (Otisville, Houston, Allenwood) experience technical failures with NICEVision/AMS surveillance software following an update.
Various FBOP Facilities
FBOP Technicians
SigNet Technologies Support
Relationships (1)
Jeff provides troubleshooting advice regarding the AMS server reboot.
Key Quotes (4)
"I just tried logging into Administrator to unlock an account and I get a pop up that states 'Database Error.'"Source
EFTA00036164.pdf
Quote #1
"One other thing that happened after the new version was installed. The colors on the AMS and 1 workstation (the Captains) are way off."Source
EFTA00036164.pdf
Quote #2
"He is checking with R&D to see if there is a deeper issue as to what could be causing it."Source
EFTA00036164.pdf
Quote #3
"It happened after we loaded the latest update."Source
EFTA00036164.pdf
Quote #4
Full Extracted Text
Complete text extracted from the document (3,503 characters)
We installed HF only on windows 10 work stations not on the AMS we get the database error but you can remote into AMS and make needed changes under admin tab or make changes on the AMS itself..the AMS runs on a windows server program and doesn't require Hotfix to run......
[Redacted]
Electronics Technician
FCI Sandstone
2300 County Road 29
Sandstone, MN 55072
[Redacted]
Electronics Technician
FCI Sandstone
2300 County Road 29
Sandstone, MN 55072
[Redacted]
>>> [Redacted] 8/9/2019 6:26 AM >>>
One other thing that happened after the new version was installed. The colors on the AMS and 1 workstation (the Captains) are way off. Yellow comes in as Light Blue and Red comes in as Purple. I've tried all the settings on the AMS and the computers themselves. No luck. Jeff McKenzie is also working on this problem with Qognify if anyone else is having a similar issue.
One other thing that happened after the new version was installed. The colors on the AMS and 1 workstation (the Captains) are way off. Yellow comes in as Light Blue and Red comes in as Purple. I've tried all the settings on the AMS and the computers themselves. No luck. Jeff McKenzie is also working on this problem with Qognify if anyone else is having a similar issue.
[Redacted]
Department of Justice
FBOP, FDC - Houston
[Redacted]
Department of Justice
FBOP, FDC - Houston
[Redacted]
>>> [Redacted] 8/8/2019 12:51 PM >>>
Restarting the AMS was the first thing I tried. Unfortunately, that did not fix the issue. I spoke to a couple of different comm techs who gave me some guidance on what worked for them. I'm trying some different things now and will update the group if I find a solution. Thanks for everyone's input and help.
Restarting the AMS was the first thing I tried. Unfortunately, that did not fix the issue. I spoke to a couple of different comm techs who gave me some guidance on what worked for them. I'm trying some different things now and will update the group if I find a solution. Thanks for everyone's input and help.
[Redacted]
FCI Otisville
Two Mile Dr.
Otisville, NY 10963
[Redacted]
FCI Otisville
Two Mile Dr.
Otisville, NY 10963
[Redacted]
>>> On 8/8/2019 at 1:44 PM, in message <5D4C5F7B.2E7 : 142 : 58704>, [Redacted] wrote:
See below response from Jeff:
See below response from Jeff:
Can you respond to the email string and let them know to restart the AMS server and retry the Administrator application? I just spoke with Qognify and the guy that taught the Qognify/NICE Vision training at FCC Allenwood experienced the same thing and had to reboot the AMS and it fixed the issue. He is checking with R&D to see if there is a deeper issue as to what could be causing it. Thank you.
Jeffrey McKenzie | Senior Customer Support Technician
SigNet Technologies | Convergint Federal Solutions
12300 Kiln Ct Suite E, Beltsville, MD 20705
[Redacted]
[Redacted]
SigNet Technologies | Convergint Federal Solutions
12300 Kiln Ct Suite E, Beltsville, MD 20705
[Redacted]
[Redacted]
This e-mail and any attachments to it are intended only for the identified recipients. It may contain proprietary or otherwise legally protected
EFTA00036164
EFTA00036164
information of SigNet Technologies, Inc. Any unauthorized use or disclosure of this communication is strictly prohibited. If you have received this communication in error, please notify the sender and delete or otherwise destroy the e-mail and all attachments immediately.
>>> [Redacted] 8/8/2019 12:19 PM >>>
Yep. Same exact issue here in Houston. It happened after we loaded the latest update. Might be a pain, but if you still have a copy of the old AppSuite you could load it just long enough to unlock the work station and then go back to the newest version until we can get some support.
Yep. Same exact issue here in Houston. It happened after we loaded the latest update. Might be a pain, but if you still have a copy of the old AppSuite you could load it just long enough to unlock the work station and then go back to the newest version until we can get some support.
[Redacted]
Department of Justice
FBOP, FDC - Houston
[Redacted]
Department of Justice
FBOP, FDC - Houston
[Redacted]
>>> [Redacted] 8/8/2019 11:13 AM >>>
Hello,
Hello,
Looking for some help or advice from anyone using NICEVision. I just tried logging into Administrator to unlock an account and I get a pop up that states "Database Error." I click "ok," and it closes the application. I'm getting the error on the AMS as well as a BOPNet computer that is running the NICEVision software. I reached out to Justin Houston but he is out of the office and I haven't heard back from anyone at the tech support number he left. If anyone has any ideas or has experienced this error, I'd appreciate any advice or guidance to fix it.
Thanks in advance.
[Redacted]
Electronics Technician
FCI Otisville
Two Mile Dr.
Otisville, NY 10963
[Redacted]
EFTA00036165
Electronics Technician
FCI Otisville
Two Mile Dr.
Otisville, NY 10963
[Redacted]
EFTA00036165
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