Richard Crane

During an attempt at transcribing tape recordings of communications at NORAD’s Northeast Air Defense Sector (NEADS) from September 11, a tape is damaged. [9/11 Commission, 10/28/2003 ; Farmer, 2009, pp. 274] In a corner of the NEADS operations floor, four Dictaphone multi-channel tape recorders recorded every radio channel on September 11. [Vanity Fair, 8/1/2006] Technical Sergeant James Tollack, the resident expert in digital voice recording systems at McGuire Air Force Base, New Jersey, arrived at NEADS on September 20, in order to transcribe the facility’s recordings from September 11 (see (September 20-October 4, 2001)).
Tape Reformatted during Rebooting – On the following day, one of the tapes Tollack is working from becomes damaged, causing much of the information on it to be lost. Interviewed by the 9/11 Commission in 2004, Tollack will explain what happens. He will say a civilian contractor assists him as they reboot the system, but this causes the tape to be re-formatted, and so the information on it is lost. [North American Aerospace Defense Command, 9/21/2001; 9/11 Commission, 3/22/2004] Tollack has at least been able to transcribe a portion of the recording of the NEADS mission crew commander position on the tape before the malfunction occurs. [North American Aerospace Defense Command, 9/21/2001; 9/11 Commission, 7/29/2004] Colonel Robert Marr, the battle commander at NEADS, is subsequently informed of what has happened, including the loss of information. [9/11 Commission, 3/22/2004]
Reason Tape Is Damaged Disputed – When members of the 9/11 Commission staff visit NEADS during their investigation of the September 11 attacks, they will be told that Tollack caused the tape to malfunction and reformat. However, Tollack will dispute this. He will deny having caused the tape to malfunction and profess ignorance as to why he was subsequently asked to stop listening to and transcribing the tapes.
Unclear if Tollack Continues Transcribing Tapes – The Commission staff members will also be told that after the tape is damaged, Tollack is instructed to stop transcribing the tapes because Department of Defense officials are concerned that they could be permanently lost. [9/11 Commission, 7/29/2004; Farmer, 2009, pp. 274] And according to journalist and author Philip Shenon, by the time the Commission gains possession of the tapes, around December 2003, NORAD has still “not prepared transcripts itself” of their contents. [Shenon, 2008, pp. 208] However, Tollack will remain at NEADS for at least another 10 days after the equipment malfunction occurs, until the first week of October. Furthermore, two or three days after the tape is damaged, General Ralph Eberhart, the commander of NORAD, visits NEADS and discusses with Tollack the importance of getting the information from the tapes (see (Between September 23 and September 24, 2001)). [9/11 Commission, 3/22/2004] It is therefore unclear when Tollack stops transcribing the tapes, and how much progress he has made before he stops.
Recordings Not Backed Up, Later Restored – The Dictaphone tape recorders that record the radio channels at NEADS are run by General Dynamics. [9/11 Commission, 10/28/2003 ] Richard Crane, General Dynamics’ technical representative to NEADS, will tell the 9/11 Commission that he believes, given the importance of 9/11, the NEADS tapes should have been copied immediately, but were not. Although General Dynamics lacks the capability to do this, Dictaphone could have made backups. And at some point after September 11, it is discovered that Dictaphone can transfer a digital audio tape to DVD for just $150. [9/11 Commission, 10/28/2003 ] However, most of the deleted information on the damaged tape is apparently later restored. In November 2003, it will be reported that Dictaphone “has recovered most of the tracks.” [US Department of Defense, 11/25/2003]