Attachment_G_-_Remedy_Monthly_Report.xlsx

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USCIS Livescan Equipment Purchase and Installation
Solicitation number
HSSCCG-15-R-OOO24
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Attachment G

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File Type Posted
Questions_and_Answers.pdf PDF
Attachment_M_-Checklist_updated_20150902.pdf PDF
Attachment_A_-_Statement_of_Work_(SOW)_updated_20150902.pdf PDF
000007.pdf PDF
Submission_Instructions_Basis_for_Award.pdf PDF
First_Article_Test_Clause.pdf PDF
SOW.pdf PDF
000006.pdf PDF
Checklist_.pdf PDF
CLINs.pdf PDF
Attachment_A_-_Statement_of_Work_(SOW).pdf PDF
Adjusted_CLINs.pdf PDF
000005.pdf PDF
Attachment_M_-_Demonstration_Checklist.pdf PDF
Copy_of_Attachment_M_-_Demonstration_Checklist.pdf PDF
HSSCCG-15-R-00024_Amendment_4.pdf PDF
Adjusted_CLINs.pdf PDF
000003.pdf PDF
Adjusted_CLINs.pdf PDF
Attachment_G_-_Description_of_LiveScan_Systems_for_Disposal.pdf PDF
Attachment_A_-_Statement_of_Work_(SOW).pdf PDF
Revised_List_of_Attachments.pdf PDF
Attachment_E_-_Biometrics_Data_Flow.pdf PDF
Attachment_H_-_UK_VISA_and_Immigration_Software_Requirements.pdf PDF
Attachment_D_-_Locations.xls XLS spreadsheet
000002.pdf PDF
Questions_and_Answers.pdf PDF
HSSCCG-15-R-00024-000001.pdf PDF
HSSCCG-15-R-00024_Amendment_1.pdf PDF
Attachment_D_-_Locations.xls XLS spreadsheet
Attachment_I_-_Canada_Visa_Software_Requirements.pdf PDF
Attachment_N_-_Safeguarding_of_Sensitive_Information.pdf PDF
Attachment_A_-_Statement_of_Work_(SOW).pdf PDF
Attachment_H_-_UKVISA_Software_Requirements.pdf PDF
Attachment_M_-_Demonstration_Checklist.xls XLS spreadsheet
Attachment_B_-_Security_Requirements.pdf PDF
Attachment_F_-_Deployment_Schedule.xls XLS spreadsheet
Attachment_E_-_Biometrics_Data_Flow.pdf PDF
Attachment_J_-_FBI_CJIS_Image_Quality_Specifications.pdf PDF
Attachment_C_-_Privacy_Information.pdf PDF
Attachment_K_-_Data_Formats.pdf PDF
HSSCCG-15-R-00024.pdf PDF
Attachment_L_-_Past_Performance_Questionnaire.docx DOCX document
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CIS SR Data

Remedy #SR #OpenedClosedDays OpenNotesPart NumberSerialNumberAccountSitecodeSummaryStatusSR Group OwnerSR TypeProblem CodeSR OwnerResolution Summary
269385810003544871-Dec-201402-Dec-20141TPE-4100UXD-USCIS23464-01CIS WILSHIREXLM0I1Finger prints are too light machine # 6CLOSEDPacific RegionLivescanFinger/Slap OpticsVELASQUEZ, PAULR2'd Scanner
269409810003545071-Dec-201402-Dec-20141TPE-4100UXC-USCISAEN130000201CIS EL MONTEXLC8D3User unable to log into MachineCLOSEDCall CenterLivescanLogin/PasswordDAVIS, PETER J.Refered back to customer. This is a network issue.
269376410003544671-Dec-201402-Dec-20141TPE-4100UXC-USCISAEN160000282CIS WILSHIREXLM0I1Machine will not power on. Blinking power light.CLOSEDPacific RegionLivescanGPC/PCVELASQUEZ, PAULR2'd GPC Power Supply
269327110003544221-Dec-201401-Dec-20140TPE-4100UXC-USCISAEN210000381CIS ALBANYXBI1S2Touch screen not following input when touching screenCLOSEDCall CenterLivescanHardware FailureDAVIS, PETER J.Calibrated the touch screen and user tested and it is working.
269721210003548792-Dec-201402-Dec-20140TPE-4100UXC-USCISAEN110000117CIS YAKIMAXSH1S4Machine #1 Dup recordCLOSEDCall CenterLivescanCustomer QueryLANETTE, TONYAClyde remoted in and deleted the extra record/
269721910003548812-Dec-201404-Dec-20142TPE-4100UXC-USCISAEN110000122CIS YAKIMAXSH1S4Machine #2 Big white line showing on print capturedCLOSEDCall CenterLivescanMugshot/Photo Capture HWLANETTE, TONYAOLE Link present.
269650110003547662-Dec-201404-Dec-20142TPE-4100UXC-USCISAEN130000182CIS SAINT PAULXSI3D1windows cannot repair this computer automaticallyCLOSEDCall CenterLivescanApplication ProblemsGERDE, DAVIDreferred to domain team to re-join computer to domain.
269650210003548722-Dec-201404-Dec-20142TPE-4100UXC-USCISAEN150000234CIS SANTA ANAXLH9I8Scanner not available Machine #3CLOSEDCall CenterLivescanHardware FailureVELASQUEZ, PAULReseated powere cable and scanner turned on. Verified functionality via TPAPI Sample App.
269214910003548702-Dec-201404-Dec-20142TPE-4100UXC-USCISAEN150000237CIS SANTA ANAXLH9I8Unable to capture photosCLOSEDPacific RegionLivescanMugshot/Photo Capture HWVELASQUEZ, PAULTested the camera and had no issues with taking photos.
269665910003547892-Dec-201402-Dec-20140TPE-4100UXC-USCISAEN170000305CIS HOUSTON SEXHH5D1#3 Reached record limit and old ones arent deletingCLOSEDCall CenterLivescanApplication ProblemsFOX, KEVINRemoted in & found record count at 1011. Cleared logs, event viewer & rebuilt DB. Record count now s
269159310003546412-Dec-201403-Dec-20141TPE-4100UXC-USCISAEN170000316CIS HOUSTON NWXHJ4D3Camera Freezing #E Power Issue #A and B#CLOSEDSouth RegionLivescanFinger/Slap OpticsSCHOPPE, KEVINreplaced part
269808010003549763-Dec-201404-Dec-20141TPE-4100UXC-USCISAEN110000118CIS CINCINNATIXCJ1S2App is randomly crashingCLOSEDCall CenterLivescanApplication ProblemsBUCKNER, JERRYI called the CIS helpdesk to close this SR, as I have not been able to get in touch with anyone rega
269955110003551843-Dec-201405-Dec-20142TPE-4100UXC-USCISAEN130000199CIS OXNARDXLK4D2Computer won't recognize camera.CLOSEDPacific RegionLivescanMugshot/Photo Capture IssuesVELASQUEZ, PAULCamera won't power on. R2'd Camera.
269898410003550973-Dec-201405-Dec-20142TPE-4100UXT-USCISCISMOB-090CIS YAKIMAMOB090Bar code reader not workingCLOSEDCall CenterLivescanApplication ProblemsDAVIS, PETER J.Replaced bar code reader and modified COM port assignment in application
269965710003552023-Dec-201404-Dec-20141TPE-4100UXT-USCISCISMOB-090CIS YAKIMAMOB090Mobile unit transmitted records not on smart systemCLOSEDCall CenterLivescanSoftware GeneralCAMPBELL, GEORGEI called the customer back and verified that the records transmitted.Records that are transmitted h
269894110003553524-Dec-201408-Dec-20142TPE-4100UXC-USCISAEN120000138CIS LOUISVILLEXNF1S6#2 - System issues IP: 10.57.255.8 XSI cameraCLOSEDSouth Central RegionLivescanFinger/Slap OpticsGITSHIER, DOUGFinger scanner and Bar Code reader were replaced
269959010003553884-Dec-201404-Dec-20140TPE-4100UXC-USCISAEN130000179CIS BAKERSFIELDXFI2D9User account had an extra "0" in itCLOSEDCall CenterLivescanLogin/PasswordDAVIS, PETER J.Remoted the account with the bad pin. Contacted Vincent and he will have the user log in with the c
270106710003553704-Dec-201404-Dec-20140TPE-4100UXC-USCISAEN140000202CIS EL MONTEXLC8D3#3 Saying that the previous employee'sCLOSEDCall CenterLivescanApplication ProblemsFOX, KEVINThey had entered someone else's employee ID for this user. I deleted their entry in Users.xml so the
270032210003555374-Dec-201410-Dec-20144TPE-4100UXC-USCISAEN140000218CIS OKLAHOMA CITYXDD1S4NIC card bad Machine #2.CLOSEDSouth RegionLivescanHardware FailureStillman, GaryReplaced CPU, tested and stayed on site while they processed several applicants.
270075710003553474-Dec-201404-Dec-20140TPE-4100UXC-USCISAEN150000241CIS CHATSWORTHXLE7D5Machine# 3 Three stuck records on the machineCLOSEDCall CenterLivescanStuck RecordCAMPBELL, GEORGEI remoted into the system and the records have transmitted. Probably an issue with one of the CIS re
270093110003554084-Dec-201405-Dec-20141TPE-4100UXC-USCISAEN160000272CIS RIVERSIDEXLJ8D1Powersupply on CPU not workingCLOSEDPacific RegionLivescanHardware FailureFOGARTY, MARK ASites IT had replaced Powersupply to finish the migration. Left powersupply with site to replace t
270152710003554444-Dec-201408-Dec-20142TPE-4100UXC-USCISAEN160000284CIS WILSHIREXLM0I1System will not power up but battery backup is onCLOSEDPacific RegionLivescanGPC/PCVELASQUEZ, PAULPowered on GPC by pressing the power supply reset switch on back of PC. Waited for it to boot up an
270080310003553494-Dec-201417-Dec-20149TPE-4100UXC-USCISAEN170000329CIS LAREDOXJX1S12# Camera Canon Rebel SXI error camera not foundCLOSEDSouth RegionLivescanApplication ProblemsROBERTSON, CHRIS SPer tom DSM Tech - this can be closed per Jeremy's call into his cell. CC12-17-14Rebel XSi not res
270053510003553144-Dec-201404-Dec-20140TPE-4100UXC-USCISAEN210000379CIS ALBANYXBI1S2#1 Touchscreen isnt working properlyCLOSEDCall CenterLivescanHardware FailureFOX, KEVINWalked them through recalibrating the touch screen monitor.
270223710003555555-Dec-2014Still OpenStill OpenUnable to reach customer to verify if problem is resolved or not.TPE-4100UXC-USCISAEN120000138CIS LOUISVILLEXNF1S6Windows 7: Users are unable to get logged in.OPENTier 3 SupportLivescanApplication ProblemsWALDMAN, JEREMY M
270264910003556325-Dec-201408-Dec-20141TPE-4100UXC-USCISAEN140000217CIS OKLAHOMA CITYXDD1S4No light on fingerprint scanner.CLOSEDSouth RegionLivescanFinger/Slap OpticsStillman, GaryReplace fingerprint scanner calibrated and test.
270388410003558295-Dec-201410-Dec-20143TPE-4100UXC-USCISAEN150000262CIS CHULA VISTAXSB4D1Machine No 1 Hinge needs to be replaced Machine is WorkingCLOSEDCall CenterLivescanParts OrderVISKUPIC, ERNESTReplaced hinge for calibration cover.
270094710003556005-Dec-2014Still OpenStill OpenCustomer agreed that parts replacement can wait until PM occurs in January.TPE-4100UXC-USCISAEN170000333CIS SAN JUANXPM1S1machine #2 STATION IS WORKING needs some parts thoughOPENPacific RegionLivescanOtherFOGARTY, MARK A
270213510003555545-Dec-201405-Dec-20140TPE-4100UXC-USCISAEN210000379CIS ALBANYXBI1S2#1 Only one selection works with touchscreen. Windows 7CLOSEDCall CenterLivescanApplication ProblemsPURKAT, CHERYL LCalibrated touchscreen monitor and restarted camera.
270766010003561088-Dec-201411-Dec-20143TPE-4100UXC-USCISAEN110000117CIS YAKIMAXSH1S4Camera IssueCLOSEDCall CenterLivescanMugshot/Photo Capture HWDAVIS, PETER J.Camera was replaced and the system is working.
270475610003559898-Dec-201408-Dec-20140TPE-4100UXC-USCISAEN130000177CIS MODESTOXFF3D6# 1 + 2 other machines not connected to domain networkCLOSEDCall CenterLivescanNetwork IssueLANETTE, TONYAConfirmed with Clyde that a different group other than MorphoTrust assists with the site's network i
270574510003559818-Dec-201409-Dec-20141TPE-4100UXC-USCISAEN130000195CIS SALINASXFD3D4Can't logon 2 machines. Unable to login after maintenance.CLOSEDCall CenterLivescanLogin/PasswordOWENS, WADEPer Jeremy Waldman: They finally figured out the login issue. CIS has some intrusion detection softw
270557210003561268-Dec-20149-Dec-20141TPE-4100UXC-USCISAEN130000199CIS OXNARDXLK4D2#3 Windows detected a hard disk problem.CLOSEDCall CenterLivescanHardware FailureVELASQUEZ, PAULHard drive was replaced and system is working fine.
270475610003559388-Dec-201408-Dec-20140TPE-4100UXC-USCISAEN150000260CIS DALLAS SOUTHXDL3D5Login issues with multiple usersCLOSEDCall CenterLivescanLogin/PasswordKeen, AlexanderJeremy has reported to me that the network issues that were causing the problem are now resolved. Cu
270778810003561338-Dec-201408-Dec-20140TPE-4100UXC-USCISAEN170000299CIS NEW ORLEANSXNA2D1Incorrectly Processed Booking.CLOSEDSouth RegionLivescanApplication ProblemsKeen, AlexanderCustomer entered two records with the same name. Customer needed to get the form from the USCIS call
272165510003560808-Dec-201410-Dec-20142TPE-4100UXC-USCISAEN170000305CIS HOUSTON SEXHH5D1CIS Windows XP NEES CISCLOSEDSouth RegionLivescanGPC/PCSCHOPPE, KEVINReplaced Hard Drive
271767410003560208-Dec-201417-Dec-20147TPE-4100UXC-USCISAEN452000523CIS CENTER CITYXPS2M6Bar code reader not working IP: 10.57.171.117CLOSEDNorth East RegionLivescanHardware FailureNORTHERN, ROOSEGENEReplaced and tested barcode scanner
270576210003562338-Dec-201418-Dec-20148TPE-4100UXT-USCISCISMOB-067CIS SAIPANXHS1D3Mobile unt camera is not working.CLOSEDCall CenterLivescanApplication ProblemsKIRCHOFF, CAROL MSite has received camera. I am closing the ticket.
270748710003563519-Dec-201409-Dec-20140TPE-4100UXC-USCISAEN120000146CIS NAPERVILLEXCD4D4Rolling fingers on the scanner is jerky and laggingCLOSEDCall CenterLivescanFinger/Slap OpticsCAMPBELL, GEORGEAfter reloading the scanner firmware and calibrating, the scanner is now working fine.
270486210003562739-Dec-201409-Dec-20140TPE-4100UXC-USCISAEN130000192CIS FARGOXSK1S3#1User ID was entered in wrong and needs to be resetCLOSEDCall CenterLivescanLogin/PasswordBARNES, JONATHANRemoted in and deleted entry in users.xml and had her recreate with her correct information
270445610003562399-Dec-201412-Dec-20143TPE-4100UXC-USCISAEN200000352CIS SAINT CROIXXPP1S2#1-Blinking Green light on the cpu won't boot up.CLOSEDSouth East RegionLivescanGPC/PCBARNES, JONATHANParts were shipped and local DSM will install as the site is only open 5 days a month.
270671910003563399-Dec-201409-Dec-20140TPE-4100UXC-USCISAEN200000353CIS PORTLAND, MEXPJ1S1#2: Camera not connectingCLOSEDCall CenterLivescanMugshot/Photo Capture IssuesFOX, KEVINPower cycled the camera and PC and everything is working.
270718410003563209-Dec-201410-Dec-20141TPE-4100UXT-USCISCISMOB-090CIS YAKIMAMOB090Device not found - CameraCLOSEDCall CenterLivescanMugshot/Photo Capture HWKeen, AlexanderSpoke with Pam, she said she's all set.
2710239100035682410-Dec-201410-Dec-20140TPE-4100UXD-USCIS23598-01CIS RALEIGHXAF2D5Can't transmit one code 2 enrollment.CLOSEDCall CenterLivescanEnrollment IssuesBUCKNER, JERRYI called the CIS service desk and asked them to refer the user to the cpms/esb group at the recommen
2709971100035678310-Dec-201411-Dec-20141TPE-4100UXC-USCISAEN200000366CIS NASHVILLEXNE1S5#2 No power from the 780 PCCLOSEDSouth Central RegionLivescanHardware FailureTIMMONS, CARYI replaced the power supply and the problem is fixed.
2706694100035691011-Dec-201411-Dec-20140TPE-4100UXT-USCIS44453-08CIS CHARLESTON, SCMOB108Stuck record on smart reporter.CLOSEDCall CenterLivescanCustomer QueryPATRY, TONYHaving Denver helpdesk get this over to "ESB-CPMS".
2710967100035693311-Dec-201411-Dec-20140TPE-4100UXC-USCISAEN170000305CIS HOUSTON SEXHH5D1Touchscreen has stopped working.CLOSEDCall CenterLivescanHardware FailureKeen, AlexanderTouchscreen calibration resolved the issue.
2712041100035719611-Dec-201412-Dec-20141TPE-4100UXC-USCISAEN200000365CIS NASHVILLEXNE1S5Machine 1 Software is locking up taking photo 10.57.138.20CLOSEDCall CenterLivescanSoftware GeneralCAMPBELL, GEORGEReloaded the TouchPrintSRutility and ran a test record.All seems to be working.
2711751100035713811-Dec-201412-Dec-20141TPE-4100UXC-USCISAEN452000514CIS CENTER CITYXPS2M6Finger captures are capturing half the area & freezes.CLOSEDCall CenterLivescanFinger/Slap OpticsPATRY, TONYDisabled verify Reader in TPSR Utility and relaoded, flashed scanner firmware and calibrated.
2709462100035700311-Dec-201412-Dec-20141TPE-4100UXC-USCISANE452000503CIS RIVERSIDEXLJ8D1#9 Freezing up and device not found 10.58.144.152CLOSEDCall CenterLivescanMugshot/Photo Capture IssuesFOX, KEVINRemoted in and deleted the IDXCanonCapture.ini file and reloaded deivers. Created test record and ca
2713126100035743912-Dec-201415-Dec-20141System not online. With new software being deployed will verify functionality afterwards.TPE-4100UXT-USCIS44453-08CIS CHARLESTON, SCMOB108System needs to be downgraded to XP.CLOSEDTier 3 SupportLivescanConfigurationWALDMAN, JEREMY M
2713121100035743012-Dec-201412-Dec-20140TPE-4100UXT-USCIS44453-19CIS CHARLESTON, SCMOB119Cashing issue with Win 7CLOSEDCall CenterLivescanSoftware GeneralJOHNSTONE, CLYDEOS rolled back to XP after Win 7 upgrade sue to a cacheing issue. Per Jeremy, call can be closed
2715795100035780215-Dec-201416-Dec-20141TPE-4100UXD-USCIS23405-01CIS DALLAS SOUTHXDL3D5#3 is not powering up (Dell )CLOSEDSouth RegionLivescanHardware FailureSMITH, JEFFREY MReplaced the power supply in the Dell 780 mini PC. Tested system.
2715411100035772015-Dec-201422-Dec-20145TPE-4100UXC-USCISAEN110000117CIS YAKIMAXSH1S4#1 Barcode gun is not capturing. IP 10.55.21.12CLOSEDCall CenterLivescanOtherBROWN, CLARENCEApp was set for COM1 but barcode reader was on COM2. Fixed settings.
2715516100035775015-Dec-201419-Dec-20144TPE-4100UXC-USCISAEN130000171CIS MILWAUKEEXCH1S8SXI Camera disconnects after one record.CLOSEDTier 3 SupportLivescanMugshot/Photo Capture HWWALDMAN, JEREMY MRolled back software to working version and worked with customer to adjust camera settings to improve photo quality.
2715458100035773815-Dec-201417-Dec-20142TPE-4100UXC-USCISAEN200000365CIS NASHVILLEXNE1S5#1 System is freezingCLOSEDCall CenterLivescanApplication ProblemsFOX, KEVINUSCIS called back to close the ticket. The problem has been resolved per the customer.
2664669100035787215-Dec-201418-Dec-20143TPE-4100UXC-USCISAEN230000442CIS TAMPAXMF2D6Machine #4 cover for the platen is broken offCLOSEDCall CenterLivescanHardware FailureLANETTE, TONYATracking Number: 1Z56323E0175088955Service:UPS Next Day Air®Shipped/Billed On:12/15/2014Delivered
2714839100035765215-Dec-201416-Dec-20141TPE-4100UXC-USCISAEN240000463CIS FORT MYERSXMJ2D9Camera is not working after updateCLOSEDCall CenterLivescanMugshot/Photo Capture IssuesBUCKNER, JERRYClyde resolved the problem by reinstalling the device driver. I verified that it's working today.
2715766100035780615-Dec-201418-Dec-20143TPE-4100UXT-USCISCISMOB-090CIS YAKIMAMOB090MOBILE UNIT 090 Camera issueCLOSEDCall CenterLivescanHardware FailureOWENS, WADEReferred to Tier 3. Per Jeremy Waldman, he says that this is due to a previously unknown bug with th
27116950100035798916-Dec-201416-Dec-20140TPE-4100UXD-USCIS23677-01CIS CHARLESTON, WVXPC1S3Software can't start, initialization problem.CLOSEDCall CenterLivescanApplication ProblemsKeen, AlexanderJeremy said that he did a system restore and readded the machine to the domain. That has resolved th
2697627100035818016-Dec-201418-Dec-20142TPE-4100UXD-USCIS23852-01CIS TAMPAXMF2D6System will not start.CLOSEDPacific RegionLivescanApplication ProblemsSTIWALT, CHARLESReplaced PC.
2718025100035822716-Dec-201416-Dec-20140TPE-4100UXD-USCIS23283-01CIS FRESNOXFG5D7#4 unable to log on to systemCLOSEDCall CenterLivescanOtherBORREGO, SAMIR Yinformed POC that JW statedHi,The site should send the username to Dawn Stephens and Duane Hors
2717146100035799216-Dec-201416-Dec-20140TPE-4100UXC-USCISAEN110000113CIS DETROITXDK2D1App won't start - failure during init. Blank cam capt screenCLOSEDCall CenterLivescanMugshot/Photo Capture IssuesBUCKNER, JERRYJeremy fixed the app not starting problem and I walked the user through resetting the camera. User c
2717544100035804916-Dec-2014Still OpenStill OpenTPE-4100UXC-USCISAEN150000231CIS DENVERXDG4D1Freezing when taking photographs machine# 1 Needs partsOPENCall CenterLivescanSoftware GeneralJORDAN, MARK
2717264100035801916-Dec-201417-Dec-20141TPE-4100UXC-USCISAEN170000302CIS SAINT THOMASXPO1S3Camera is not working on both machines.CLOSEDCall CenterLivescanMugshot/Photo Capture IssuesBUCKNER, JERRYJeremy Waldman resolved the problem by rolling back the canoncapture sdk. Confirmed with user it is
2694458100035811416-Dec-201429-Dec-20149TPE-4100UXC-USCISAEN170000320CIS AUSTINXSN3D2#1 Software failing after they click capture to capture signCLOSEDTier3LivescanApplication ProblemsWALDMAN, JEREMY MRolled back the software, flashed the scanner firmware, defragged the hard drive, and light balanced
2717276100035801416-Dec-201416-Dec-20140TPE-4100UXC-USCISAEN170000323CIS LAREDOXJX1S1App crash - a failure occurred during initialization.CLOSEDCall CenterLivescanApplication ProblemsBUCKNER, JERRYClyde dialed in and the problem was not occurring. I called the user back and he was able to get int
2717562100035805716-Dec-201416-Dec-20140TPE-4100UXC-USCISAEN170000335CIS NORFOLKXDF1S2#2 Device not found when trying to take pictureCLOSEDCall CenterLivescanImage Capture IssuesFOX, KEVINReset the camera back to defaults and seemed to fix the issue. Also changed the settings back to P
2721598100035827516-Dec-201417-Dec-20141TPE-4100UXT-USCISCISMOB-090CIS YAKIMAMOB090Laptop tries to go ingto standby but freezes. 10.55.21.244CLOSEDCall CenterLivescanApplication ProblemsGERDE, DAVIDtony defaged the harddrive and pam has not called back.
2719071100035833717-Dec-201417-Dec-20140TPE-4100UXD-USCIS23862-01CIS ORLANDOXME2D5Record got sent twice.CLOSEDCall CenterLivescanNetwork IssuePATRY, TONYSmart report has two records for the same person.Kim told me that they were having network issues y
2719830100035843817-Dec-201417-Dec-20140TPE-4100UXC-USCISAEN140000203CIS EL MONTEXLC8D3Unable to capture Photo's, just white screen.CLOSEDCall CenterLivescanMugshot/Photo Capture HWDAVIS, PETER J.Had the user reseat the camera USB cable and it is now working.
2694211100035834117-Dec-201418-Dec-20141TPE-4100UXC-USCISAEN150000260CIS DALLAS SOUTHXDL3D5User entered employee ID incorrectly. 10.54.206.233CLOSEDCall CenterLivescanCustomer QueryPATRY, TONYUpdated Field Value= to the empoyees ID.
2719324100035835617-Dec-201418-Dec-20141TPE-4100UXC-USCISAEN170000316CIS HOUSTON NWXHJ4D3Computer will not power on. Ordering partsCLOSEDSouth RegionLivescanApplication ProblemsSCHOPPE, KEVINReplaced Part
2719773100035843417-Dec-201417-Dec-20140TPE-4100UXC-USCISAEN170000322CIS MCALLENXHA2D1All three machines freeze upon login since the win 7 updateCLOSEDCall CenterLivescanLogin/PasswordBUCKNER, JERRYI called the site back and informed them that there is nothing we can do on our end to troubleshoot
2719833100035844617-Dec-201422-Dec-20143TPE-4100UXT-USCISCISMOB-003CIS SEATTLEMOB003User has a stuck record - machine #3 10.55.26.160CLOSEDCall CenterLivescanStuck RecordBUCKNER, JERRYClyde deleted the duplicate record. They are good to go.
2721840100035875418-Dec-201419-Dec-20141TPE-4100UXC-USCISAEN130000189CIS SAN JOSEXTE8I5#5 System freezing after logging in 10.58.242.25CLOSEDCall CenterLivescanHardware FailureFOX, KEVINSystem is now working fine without any changes.
2722549100035886218-Dec-201419-Dec-20141TPE-4100UXC-USCISAEN160000278CIS SAN MARCOSXSC2D2Camera taking blurry photosCLOSEDPacific RegionLivescanMugshot/Photo Capture HWVISKUPIC, ERNESTReplaced camera.
2722195100035880918-Dec-201419-Dec-20141TPE-4100UXC-USCISAEN200000365CIS NASHVILLEXNE1S5MACHINE #1 crashing after one picture takenCLOSEDCall CenterLivescanMugshot/Photo Capture HWOWENS, WADEThe camera is crashing the application after one photo is taken. They can restart the application bu
2721683100035873118-Dec-201422-Dec-20142TPE-4100UXT-USCISCISMOB-098CIS CHARLESTON, SCMOB098Camera not workingCLOSEDCall CenterLivescanMugshot/Photo Capture HWJOHNSTONE, CLYDESite is using 4.1.0.360 Per email from Jeremy this is a kow issue with the software and SXI110 came
2723553100035902419-Dec-201423-Dec-20142TPE-4100UXD-USCIS23492-01CIS YUMAXPI1S5App crash when creating a record. Common language errorCLOSEDCall CenterLivescanApplication ProblemsBUCKNER, JERRYProblem resolved by Jeremy:12/22/2014 1:28:00 PM - WALDMAN, JEREMY MThis is fixed. I deleted DB
2723980100035908219-Dec-201419-Dec-20140TPE-4100UXC-USCISAEN110000122CIS YAKIMAXSH1S4#2 Camera Canon Rebel SXI kicks out of app 10.55.21.21CLOSEDCall CenterLivescanApplication ProblemsBROWN, CLARENCESet camera setting to P
2724358100035915219-Dec-201421-Dec-20140TPE-4100UXT-USCISCISMOB-098CIS CHARLESTON, SCMOB098Camera has broken cables. SX110CLOSEDCall CenterLivescanConnectors or CablesKeen, AlexanderCustomer received the parts. She's all set.
2726010100035938322-Dec-201422-Dec-20140TPE-4100UXC-USCISAEN170000321CIS AUSTINXSN3D2Bootstrapper error when logging into appCLOSEDCall CenterLivescanApplication ProblemsBUCKNER, JERRYUser had rebooted as she was waiting on hold. Reboot fixed the issue.
2727810100035960223-Dec-201429-Dec-20144TPE-4100UXD-USCIS23258-01CIS NAPERVILLEXCD4D4#4 Pen isnt workingCLOSEDCall CenterLivescanHardware FailureFOX, KEVINReplaced the part. The site was closed for four days they got the part and it works.
2728653100036186623-Dec-201423-Dec-20140TPE-4100UXD-USCIS23285-01CIS MODESTOXFF3D6White capture screen on camera.CLOSEDCall CenterLivescanMugshot/Photo Capture IssuesBUCKNER, JERRYJeremy Waldman resolved the problem by rolling the software back.
2728769100036194623-Dec-201402-Jan-20156TPE-4100UXC-USCISAEN150000236CIS SANTA ANAXLH9I8Machine #2, Camera issues. IP 10.58.144.16CLOSEDCall CenterLivescanMugshot/Photo Capture HWDAVIS, PETER J.1/2/2015 12:35:00 PM - Tony PatryI logged in and found that device manager can see the camera but
2728161100035964223-Dec-201405-Jan-20157TPE-4100UXC-USCISAEN170000299CIS NEW ORLEANSXNA2D1#2 Bar code reader and signature padCLOSEDSouth RegionLivescanHardware FailureSTEVENSON, LYNWOOD COLE Link present.
2727508100035956923-Dec-201430-Dec-20144TPE-4100UXC-USCISAEN200000357CIS MEMPHISXND1S4#1 Took a picture and computer froze. Site not down.CLOSEDSouth Central RegionLivescanMugshot/Photo Capture HWTIMMONS, CARYCamera was replaced and software was downgraded
2728083100035964523-Dec-201424-Dec-20141TPE-4100UXC-USCISAEN200000365CIS NASHVILLEXNE1S5On the preview screen there is no image displayedCLOSEDCall CenterLivescanApplication ProblemsCAMPBELL, GEORGETier 3 remoted into the station and rolled back the CIS software on the machine.Jeremy was able to
1653978100036199724-Dec-201429-Dec-20142TPE-4100UXD-USCIS23677-01CIS CHARLESTON, WVXPC1S3error messge when taking photoCLOSEDTier 3 SupportLivescanMugshot/Photo Capture HWWALDMAN, JEREMY MRemoted in and unchecked Display Background Warnings in camera settings.
2729698100036205924-Dec-201426-Dec-20141TPE-4100UXT-USCIS44453-08CIS CHARLESTON, SCMOB108Power cord for camera does not work, T3CLOSEDCall CenterLivescanHardware FailureDAVIS, PETER J.The site replaced the power cable for the camera.
2730793100036216229-Dec-201430-Dec-20141TPE-4100UXD-USCIS23333-01CIS OXNARDXLK4D2Machine won't power on.CLOSEDPacific RegionLivescanHardware FailurePRAMSHAFER, AJRemoved the power supply from the GPC sent to the site and installed that in the exising GPC.Had on
2731680100036227729-Dec-201430-Dec-20141TPE-4100UXC-USCISAEN100000104CIS ALEXANDRIAXDE6I1Scratched platenCLOSEDCall CenterLivescanHardware FailureDAVIS, PETER J.Replaced lens and recalabrated scanner. Watch site work customer thru finger print capture.
2731026100036218829-Dec-201405-Jan-20154TPE-4100UXC-USCISAEN130000189CIS SAN JOSEXTE8I5#5 letters not working on Eye color hair color Code 1 and 3CLOSEDPacific RegionLivescanOtherREED, ANTHONY WReplaced the keyboard on system#5. Verified operation.
2732073100036236829-Dec-201402-Jan-20153TPE-4100UXC-USCISAEN160000284CIS WILSHIREXLM0I1Have to power on using a switch on the backCLOSEDPacific RegionLivescanGPC/PCPRAMSHAFER, AJReplaced computer power supply. Site supervisor tested system and it is now working.
2731101100036219329-Dec-201431-Dec-20142TPE-4100UXC-USCISAEN200000353CIS PORTLAND, MEXPJ1S1Camera flash not working, out of focus. Machine # 2.CLOSEDCall CenterLivescanMugshot/Photo Capture HWWILSON, DWAYNE KReplaced camera.
2731558100036224329-Dec-2014Still OpenTPE-4100UXC-USCISAEN210000395CIS PORT CHESTERXNG4D1#4 Canon Rebel 450D - client trys to take photo 4 timesOPENCall CenterLivescanMugshot/Photo Capture HWBROWN, CLARENCE
2731879100036233029-Dec-201429-Dec-20140TPE-4100UXC-USCISAEN240000463CIS FORT MYERSXMJ2D9Machine #2 Model of the camera Canon EOS Rebel XSICLOSEDCall CenterLivescanHardware CommsCAMPBELL, GEORGESoftware locked up while camera is taking a picture.I had the operator reseat the mini-usb cable on
2730475100036224929-Dec-201430-Dec-20141TPE-4100UXC-USCISAEN240000471CIS ORLANDOXME2D5Camera issues on machines 3 and 4CLOSEDCall CenterLivescanHardware FailureKeen, AlexanderInformed the customer that they need to scan the barcodes. They know that with the next stable softw
2732937100036245130-Dec-201431-Dec-20141TPE-4100UXC-USCISAEN140000222CIS GARDENAXLD6D4#2 - Camera issues IP: 10.58.143.8CLOSEDCall CenterLivescanMugshot/Photo Capture HWJOHNSTONE, CLYDEDowngraded App. SW to v.304 and tested
2732875100036244930-Dec-201430-Dec-20140TPE-4100UXC-USCISAEN150000232CIS DENVERXDG4D1Records not sending.CLOSEDCall CenterLivescanApplication ProblemsKeen, AlexanderCustomer said that there was a record that was stuck from around 12/24 and it had just submitted yes
2733398100036251830-Dec-201430-Dec-20140TPE-4100UXC-USCISAEN150000244CIS CHATSWORTHXLE7D5Machine #6 Irma Luco 914673 put in her name instead of #CLOSEDCall CenterLivescanApplication ProblemsCAMPBELL, GEORGERemoted in and deleted incorrect entry in users.xml.
2733420100036253030-Dec-201430-Dec-20140TPE-4100UXC-USCISAEN160000278CIS SAN MARCOSXSC2D2Machine#3 Customer says that the line is missingCLOSEDCall CenterLivescanCustomer QueryVISKUPIC, ERNEST12/30/2014: Received a call from George Campbell regarding a problem with machine #3. I arrived on s
2731908100036241230-Dec-201405-Jan-20153TPE-4100UXC-USCISAEN452000510CIS FORT BENNINGXAI2M8Machines were moved, they have the old site IDs. 10.57.49.11CLOSEDTier 3 SupportLivescanConfigurationWALDMAN, JEREMY MCustomer's issue has been resolved as of 12/30. Jeremy Waldman remoted in and changed the site codes
2732876100036245030-Dec-201430-Dec-20140TPE-4100UXC-USCISAEN452000530CIS ALEXANDRIAXDE6I1#11 - Barcode reader not workingCLOSEDCall CenterLivescanHardware FailureJOHNSTONE, CLYDERemoted in and reloaded driver. Customer tested
2729884100036248230-Dec-201431-Dec-20141TPE-4100UXC-USCISAEN452000540CIS BUENA PARKXLI4D9#5 Canon rebel EOS T3 freezing; pc periodically beepingCLOSEDCall CenterLivescanApplication ProblemsLANETTE, TONYAI calleed Danny back to check for any issues and he says that the camera is working fine and no more
2735176100036285431-Dec-201405-Jan-20152TPE-4100UXC-USCISAEN220000400CIS WOODSIDEXNN5D8Machine #1 camera can not see a imageCLOSEDTier 3 SupportLivescanSoftware GeneralWALDMAN, JEREMY MUpgraded software to version 4.1.0.367.

Pivot of Area and Subarea

Count of SR #
SR TypeProblem CodeTotal
LivescanApplication Problems24
Customer Query4
Finger/Slap Optics6
GPC/PC5
Hardware Failure20
Mugshot/Photo Capture HW15
Configuration2
Other4
Login/Password6
Stuck Record2
Software General5
Mugshot/Photo Capture Issues7
Parts Order1
Network Issue2
Enrollment Issues1
Image Capture Issues1
Connectors or Cables1
Hardware Comms1
Grand Total107

Pivot of Days Open

Count of SR #
Days OpenTotal
035
132
216
38
45
51
61
72
81
92
Still Open4
Grand Total107

All Open

Remedy NumberSR NumberOpenedNotesPart NumberSerial NumberInstalled At LocationProblem SummarySR Group OwnerSR TypeProblem CodeSR Owner
2642212100034678228-Oct-2014Unable to reach customer to verify if problem is resolved or not.TPE-4100UXC-USCISAEN110000111CIS CLEVELANDMemory full error after clicking the send button.Tier 3LivescanGPC/PCWALDMAN, JEREMY M
270223710003555555-Dec-2014Unable to reach customer to verify if problem is resolved or not.TPE-4100UXC-USCISAEN120000138CIS LOUISVILLEWindows 7: Users are unable to get logged in.Tier 3LivescanApplication ProblemsWALDMAN, JEREMY M
270094710003556005-Dec-2014Customer agreed that parts replacement can wait until PM occurs in January.TPE-4100UXC-USCISAEN170000333CIS SAN JUANmachine #2 STATION IS WORKING needs some parts thoughPACIFICLivescanFOGARTY, MARK A
2717544100035804916-Dec-2014Software was upgraded on 1/7/15 to the latest version. Customer will test and let us know if it is working.TPE-4100UXC-USCISAEN150000231CIS DENVERFreezing when taking photographs machine# 1 Needs partsBD SUPPORTLivescanSoftware GeneralJORDAN, MARK
2731558100036224329-Dec-2014TPE-4100UXC-USCISAEN210000395CIS PORT CHESTER#4 Canon Rebel 450D - client trys to take photo 4 timesBD SUPPORTLivescanMugshot/Photo Capture HWBROWN, CLARENCE

All Open - Previous Report

Remedy NumberSR NumberOpenedClosedNotesPart NumberSerial NumberInstalled At LocationProblem SummarySR Status DescriptionSR Group OwnerSR TypeProblem CodeSR OwnerResolution Desription
2314593100029202719-Mar-20148-Jan-2015Spoke to customer. Problem has not reoccurred since most recent software upgrade.TPE-4100UXC-USCISAEN160000281CIS HELENA#1-The cursor starts at the PW blank not the user blank.CLOSEDTier 3LivescanApplication ProblemsWALDMAN, JEREMY M
2486902100032224615-Jul-201416-Dec-2014Site was sent a new laptop as they had problems with this one.TPE-4100UXT-USCISCISMOB-029CIS DC HQNeed to configure a mobile system at CIS Austin.CLOSEDN EASTLivescanConfigurationWALDMAN, JEREMY M
252382810003281947-Aug-201429-Dec-2014Site move completed.CIS FORT BENNINGMoving 2 systems from Atlanta to new site Fort BenningCLOSEDS EASTLivescanRelocation Without TrainingWALDMAN, JEREMY M
2531573100032964713-Aug-201429-Dec-2014Closing until system is ready for configuration.TPE-4100UXT-USCISCISMOB-037CIS LAWRENCEDSM reimaged system by mistake.CLOSEDN EASTLivescanGPC/PCWALDMAN, JEREMY M
2642212100034678228-Oct-2014Unable to reach customer to verify if problem is resolved or not.TPE-4100UXC-USCISAEN110000111CIS CLEVELANDMemory full error after clicking the send button.OPENTier 3LivescanGPC/PCWALDMAN, JEREMY M
2649687100034787731-Oct-20148-Jan-2015Spoke to customer. Issue has not reoccurred since most recent software upgrade.TPE-4100UXC-USCISAEN210000383CIS CHARLESTON, SCMachine # 1 Value 1 not valid parameter indexCLOSEDTier 3LivescanApplication ProblemsWALDMAN, JEREMY M

File details come from the government source that posted it. Updated .