August, 2002

If you are currently running First Resort Software on a Novell network please read and share this document with the person responsible for your company's hardware & network.

Over the past year we have continued to warn our clients about file overwrites at client locations using Novell networks and the Novell NetWare Client. As we have shared in previous letters, these overwrites occur when a Novell client misdirects First Resort report output on top of First Resort data files. In the summer of 2000 Novell acknowledged the existence of a problem in their client software but has been unsuccessful in resolving the problem.

A file overwrite may occur at any time but is most common when large reports are being generated during a period of peak online activity. The impact of a file overwrite can range from a minor, when the damage is minimal and/or a backup is available, to catastrophic, when the damage is substantial and no backup is available.

In the past we have provided a detailed grid of Novell server and client versions identifying configurations where we had seen the occurrence of file overwrites and configurations where, to date, no file overwrites were reported. What we now know is that no currently supported version of the NetWare Client is free from the risk of these overwrites. Our focus will continue to be to advise our customers information about configurations in which file overwrites will not occur.

We have not seen this type of file overwrite on networks that are purely Microsoft NT/2000, Peer-to-Peer, or on Novell networks where all workstations are using the Microsoft Client for NetWare Networks (Microsoft Client). Certain versions and features of Novell are not compatible with the Microsoft Client, so be sure to check with Support for the latest information before installing the Microsoft Client. Another configuration that eliminates the risk of these overwrites is attaching a Windows 2000 Server to an existing Novell network and moving the First Resort data and executable program from the Novell server to the Windows 2000 server. This particular configuration will also serve as a good stepping-stone towards eventual conversion to our new V12 web-based product that requires Windows 2000 Server; we will begin converting existing clients to V12 later this year.

As always, the best way to minimize down time is to always have a current backup of your data that you know can be restored if necessary. If you cannot restore successfully from a backup, our Professional Services had been successful in repairing the damaged files in most cases. (Normal charges are $150 per hour for this type of work.) We will not charge you to verify that a file overwrite has occurred. If you have restored your data successfully from a backup that is no more than 2 days old, you will probably only need advisory assistance from our Support staff which is included in your Maintenance Agreement.

Data backup procedures should be a standard procedure at all companies. We recommend that you perform backups on a nightly basis. Rotate the backup tapes - we recommend utilizing a 10 tape staggered rotational system. Sample schedules for this system may be found under the Maintenance tab of your blue First Resort Software system manual. Make sure that you are able to successfully restore from the backup. Do not wait for a problem situation to arise to test your backups. If you have any doubt at all about the integrity of your backups, please contact your network administrator to verify the process is working properly.

Thank you again for your patience and continued support. If you have any questions, please contact me at 970-927-9111.

Regards,

Carmela T. Gillenwater
Executive Vice-President and General Manager