EFTA00036149.pdf
109 KB
Extraction Summary
5
People
4
Organizations
2
Locations
3
Events
1
Relationships
6
Quotes
Document Information
Type:
Service request / it maintenance log
File Size:
109 KB
Summary
This document is a service request log dated August 8, 2019, from the Metropolitan Correctional Center (MCC) in New York, reporting a critical crash of the prison's camera recording system (NICE Vision Pro Unit NVR). The log details that on August 10, 2019—the day Jeffrey Epstein died—a technician attempted to rebuild the RAID array after gaining access to the DVR room. The report states that during this process on 'DVR 2', the video database became corrupted and 'all data is wiped from the raid' due to improper shutdown and the nature of RAID 5 failures.
People (5)
| Name | Role | Context |
|---|---|---|
| Jeff Cranor | Technician |
Assigned to the service request for FBOP MCC New York
|
| Jeff McKenzie | Senior Customer Support Technician |
SigNet Technologies/Convergint Federal Solutions; documented the failure and rebuild attempt
|
| Justin Houston | Technician |
Assigned to the service request
|
| Derek Barr | Senior Support Engineer |
Qognify support engineer referenced in previous email regarding RAID rebuilds
|
| [REDACTED] | FBOP Contact |
Called for support, attempted to replace drives on Aug 10th
|
Organizations (4)
| Name | Type | Context |
|---|---|---|
| FBOP MCC New York |
Federal Bureau of Prisons, Metropolitan Correctional Center; Customer location
|
|
| SigNet Technologies |
IT support vendor
|
|
| Convergint Federal Solutions |
Parent company/partner of SigNet
|
|
| Qognify |
Vendor for the video recording system (NICE Vision Pro)
|
Timeline (3 events)
August 10, 2019
FBOP staff gained access to DVR room and attempted to replace drives. During the rebuild process on DVR 2, drives were removed without proper shutdown, causing video database corruption and data wipe.
MCC New York DVR Room
FBOP Staff
Jeff McKenzie (via phone support)
August 8, 2019
RAID system crash reported at MCC New York. Two 'S's showing on display.
MCC New York
FBOP Staff
Jeff McKenzie
August 9, 2019
Replacement drives located by FBOP staff, but no access to DVR room.
MCC New York
FBOP Staff
Locations (2)
| Location | Context |
|---|---|
|
Location of the service request and the failed DVR unit
|
|
|
Office address for Jeff McKenzie
|
Relationships (1)
McKenzie providing technical support for the prison's DVR system.
Key Quotes (6)
"Raid just crashed"Source
EFTA00036149.pdf
Quote #1
"Raid is showing 2 'S's on the display."Source
EFTA00036149.pdf
Quote #2
"Is this a emergency request: Yes."Source
EFTA00036149.pdf
Quote #3
"He called Signet for phone support on Saturday August 10th when he gained access to the DVR room."Source
EFTA00036149.pdf
Quote #4
"Once the drives are removed without proper shutdown of the recorder, the video database becomes corrupted."Source
EFTA00036149.pdf
Quote #5
"Typically, any time the raid on a raid 5 configuration loses 2 drives, the raid needs to be rebuilt and all data is wiped from the raid."Source
EFTA00036149.pdf
Quote #6
Full Extracted Text
Complete text extracted from the document (4,116 characters)
Service Request #24975
Raid just crashed
Raid just crashed
Status: FBOP Assigned
Priority: P3 (Next Day)
Type: Service Contract
Assigned To: Jeff Cranor, Jeff McKenzie, Justin Houston
Date Created: Aug 8, 2019
Next Appt.:
Priority: P3 (Next Day)
Type: Service Contract
Assigned To: Jeff Cranor, Jeff McKenzie, Justin Houston
Date Created: Aug 8, 2019
Next Appt.:
Customer: FBOP MCC New York MS0109 (130104.001)
Contact: [REDACTED]
Service Location: Main Location
150 PARK ROW
NEW YORK, NY 10007
Bill To: FBOP MCC New York MS0109 (130104.001)
150 PARK ROW
NEW YORK, NY 10007
PO #:
Contact: [REDACTED]
Service Location: Main Location
150 PARK ROW
NEW YORK, NY 10007
Bill To: FBOP MCC New York MS0109 (130104.001)
150 PARK ROW
NEW YORK, NY 10007
PO #:
Additional Information & Custom Fields:
Is this a emergency request: Yes. You must call 844-802-0188
When was the problem first discovered: Today
PO Number:
Who reported the problem initally: [REDACTED]
Is this a consistent problem or intermittent: CONSISTENT
Is this problem effecting all users: YES
Is there power to the device in question: YES
Do you have a spare device on site: Unknown
Can you send a picture of the device: NO
Has any work been done in the area involved: NO
Can you describe what is or is not happening: recording
Material Required For Request: PHONE SUPPORT
Who Requested the service call: [REDACTED]
Is this a emergency request: Yes. You must call 844-802-0188
When was the problem first discovered: Today
PO Number:
Who reported the problem initally: [REDACTED]
Is this a consistent problem or intermittent: CONSISTENT
Is this problem effecting all users: YES
Is there power to the device in question: YES
Do you have a spare device on site: Unknown
Can you send a picture of the device: NO
Has any work been done in the area involved: NO
Can you describe what is or is not happening: recording
Material Required For Request: PHONE SUPPORT
Who Requested the service call: [REDACTED]
Detailed Description:
Raid is showing 2 "S"s on the display. [REDACTED] is going to get new drives from computer services for the raid and replace them in the morning.
Raid is showing 2 "S"s on the display. [REDACTED] is going to get new drives from computer services for the raid and replace them in the morning.
Schedule
When: Aug 8 - 16, all-day
Assigned To: Justin Houston, Jeff McKenzie, Jeff Cranor
Comment: Jeff Cranor will be working on this. Get a case started with Qognify.
When: Aug 8 - 16, all-day
Assigned To: Justin Houston, Jeff McKenzie, Jeff Cranor
Comment: Jeff Cranor will be working on this. Get a case started with Qognify.
Equipment - No Equipment
Comments
EFTA00036149
Comments
EFTA00036149
[PAGE 2]
Comment
by Jeff McKenzie on Aug 14, 2019, 8:02 PM
[PRIVATE]
[REDACTED] called us on Thursday August 8th stating that he had 2 bad drives on his raid unit of the NICE Vision Pro Unit NVR. We advised him to get replacement drives. Once they are replaced they should start to initialize to become available for the raid array. [REDACTED] did not have drives readily available. He checked with his local CSM to see if they had any spare replacement drives. Once he located replacement drives on Friday August 9th, he did not have access to the DVR room to replace them. He called Signet for phone support on Saturday August 10th when he gained access to the DVR room. He attempted to replace the drives and they started to rebuild. During the rebuild process of the drives, the drives were required to be taken out of the raid on DVR 2. Once the drives are removed without proper shutdown of the recorder, the video database becomes corrupted. Typically, any time the raid on a raid 5 configuration loses 2 drives, the raid needs to be rebuilt and all data is wiped from the raid.
by Jeff McKenzie on Aug 14, 2019, 8:02 PM
[PRIVATE]
[REDACTED] called us on Thursday August 8th stating that he had 2 bad drives on his raid unit of the NICE Vision Pro Unit NVR. We advised him to get replacement drives. Once they are replaced they should start to initialize to become available for the raid array. [REDACTED] did not have drives readily available. He checked with his local CSM to see if they had any spare replacement drives. Once he located replacement drives on Friday August 9th, he did not have access to the DVR room to replace them. He called Signet for phone support on Saturday August 10th when he gained access to the DVR room. He attempted to replace the drives and they started to rebuild. During the rebuild process of the drives, the drives were required to be taken out of the raid on DVR 2. Once the drives are removed without proper shutdown of the recorder, the video database becomes corrupted. Typically, any time the raid on a raid 5 configuration loses 2 drives, the raid needs to be rebuilt and all data is wiped from the raid.
Comment
by Jeff McKenzie on Aug 8, 2019, 3:38 PM
[PRIVATE]
Hi [REDACTED]: Unable to locate anything official. The basic steps are as following: 1. Set the raid level to none, and save. It will restarted with all drives being "J." [Replace any faulty drives] 2. Set the raid level to 5 and save. It will restart and being an initialization. The password is 1111 (if I recall correctly). Once the raid is created, you'll need to restart windows and create the proper partitions. I'll keep looking but that should get you going. Best regards, DEREK BARR Senior Support Engineer [REDACTED] www.qognify.com CUSTOMER SUPPORT CONTACTS USA Toll Free +1-866-895-4607 USA +1-201-377-3408 UK +44-203-1501-393 UK Toll Free +44-800-0488305 Israel +972-73-394-7900 France +33-170-70-0066 support@Qognify.com Germany +49-3419-288-035 Singapore +65-3163-3144 India +91-117-1279-047 Hong Kong +852-5808-6118 China +86-10-5357-3270 From Jeffrey McKenzie <[REDACTED]> Sent: Tuesday, February 26, 2019 14:35 To: Support
Subject: RE: PRO UNIT RAID REBUILD DOCUMENTATION REQUEST Anything you have on Pro Unit documentation would be appreciated. Jeffrey McKenzie | Senior Customer Support Technician SigNet Technologies | Convergint Federal Solutions 12300 Kiln Ct Suite E, Beltsville, MD 20705 [REDACTED]
by Jeff McKenzie on Aug 8, 2019, 3:38 PM
[PRIVATE]
Hi [REDACTED]: Unable to locate anything official. The basic steps are as following: 1. Set the raid level to none, and save. It will restarted with all drives being "J." [Replace any faulty drives] 2. Set the raid level to 5 and save. It will restart and being an initialization. The password is 1111 (if I recall correctly). Once the raid is created, you'll need to restart windows and create the proper partitions. I'll keep looking but that should get you going. Best regards, DEREK BARR Senior Support Engineer [REDACTED] www.qognify.com CUSTOMER SUPPORT CONTACTS USA Toll Free +1-866-895-4607 USA +1-201-377-3408 UK +44-203-1501-393 UK Toll Free +44-800-0488305 Israel +972-73-394-7900 France +33-170-70-0066 support@Qognify.com Germany +49-3419-288-035 Singapore +65-3163-3144 India +91-117-1279-047 Hong Kong +852-5808-6118 China +86-10-5357-3270 From Jeffrey McKenzie <[REDACTED]> Sent: Tuesday, February 26, 2019 14:35 To: Support
Subject: RE: PRO UNIT RAID REBUILD DOCUMENTATION REQUEST Anything you have on Pro Unit documentation would be appreciated. Jeffrey McKenzie | Senior Customer Support Technician SigNet Technologies | Convergint Federal Solutions 12300 Kiln Ct Suite E, Beltsville, MD 20705 [REDACTED]
Assignment Created
by Jeff McKenzie on Aug 8, 2019, 3:36 PM
The assignment on Aug 8 - 16, all-day for Justin Houston, Jeff McKenzie and Jeff Cranor has been created.
[PRIVATE]
Jeff Cranor will be working on this. Get a case started with Qognify.
by Jeff McKenzie on Aug 8, 2019, 3:36 PM
The assignment on Aug 8 - 16, all-day for Justin Houston, Jeff McKenzie and Jeff Cranor has been created.
[PRIVATE]
Jeff Cranor will be working on this. Get a case started with Qognify.
Details - No Detail Items
EFTA00036150
EFTA00036150
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