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Please wake up!
Michael Shackleford is able to program well enough to know that their explanation is implausible at the best of times but especially given the circumstances of the situation. I also doubt his audits normally covered the double up feature at all despite the implication otherwise. The results data sent to be audited could also easily be fabricated by the software provider in any case.
The software provider really needs a more techinical explanation for the error as it seems unlikely to be possible without deliberate rigging.
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