Honolulu cannot recover the documents of about 66,500 people because of malfunctioning hard disks managed by a vendor who issues driver’s licenses and state identification cards in all four counties. 

The hard disk failure only affects those who applied for a driver’s license or IDs card between Feb. 25 and Sept. 15, 2017.  

There was no data or security breach, but the city and counties can no longer access scanned copies of documents including birth certificates, passports, paper applications and finger print scans.

Since its system crashed in September, the vendor, Marquis ID Systems, has recovered some data, including names, addresses, photographs and signatures of those affected.

The driver’s licenses and permits issued between Feb. 25 and Sept. 15 are still valid. 

However, people whose licenses were issued in that timeframe should bring original copies of identifying documents to a satellite city hall if they wish to duplicate their ID or license, or are seeking other services.

“No one has to make a special trip for the purpose of bringing in the documents but when they do come in for service or are asking for something from the driver license center, please bring your documents ready so that we can service you as quickly as possible,” Sheri Kajiwara, the director of the Department of Customer Services, said at a press conference Thursday.

Satellite City Hall Fort Street flooded. 25 july 2016
People issued IDs or licenses between Feb. 25 and Sept. 15 should bring their documents when seeking services at Fort Street Mall Satellite City Hall and other city centers. Cory Lum/Civil Beat

In some instances, the city does not require people to bring the original copies of those documents if a scanned copy is already in the system.

The city learned of the issue on Feb. 12.

 Marquis ID Systems and the city’s customer services department plan to send letters to those affected to explain what happened. The department is also looking for ways to minimize wait times at centers that issue licenses and IDs.

We really apologize for any inconvenience to the driving license customers, the state and the counties,” said Steve Purdy of Marquis ID Systems. “We want to be sure that the drivers license customers and the State of Hawaii and its counties are treated in the very best way possible.”

MIDS stores the documents on hard drives it maintains on Oahu and has a backup system in Indiana. The company’s backup system “was not configured properly” so the documents were not backed up, Purdy said.

“We were not aware that certain documents were not backing up properly,” Purdy said.

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