[ga] Date: Wed, 2 May 2001 22:31:09 -0700

["David Hernand" <david@new.net>]

New.net appreciates Mr. Stubbs bringing to our attention the problem
that he experienced with New.net's client application.  As many of you
are aware, we recently released a new version of our client application
that supports AOL users (using AOL's version of Internet Explorer) and
users sitting behind corporate firewalls.  The problem experienced by
Mr. Stubbs is a problem that affects a very small number of users and
appears to relate to the use of "transparent proxies" by certain
applications, such as Intel's Anypoint software.  We have identified a
technical solution that should avoid this problem going forward, and we
plan to release an updated version of our client application tomorrow.

As with any new software application, it is very difficult to predict
and test for all possible conflicts with other software applications 
despite extensive QA, but we are doing everything we can to promptly 
respond to such conflicts when they arise.  Thus far, we have received 
fewer than 10 customer complaints regarding our client out of over 
1,000,000 downloads.  The bug experienced by Mr. Stubbs really is no 
different from the types of bugs experienced by users that download 
software applications from Microsoft, Adobe, Netscape, Real Networks and

other leading software companies, and it's overkill to pronounce that
the 
existence of such bugs mean that all such companies contribute to 
"instability" of the Internet.  In the future, we invite Mr. Stubbs to 
contact our customer service department regarding any problems with our 
service instead of raising such issues first in domain name policy
forums.

As a side note, we regret that Mr. Stubbs was unaware that he had 
installed New.net's small client application.  Our website asks users to

click on "Click here to enable your browser to recognize New.net
domains!" 
and then click on "Yes" on the Verisign Active-X installer (or Java 
installer) security confirmation page before the client download occurs.

We welcome suggestions on how to make this process more clear to our 
users.  

David Hernand
CEO
New.net





David M. Hernand
CEO
New.net
Tel: 626.229.7808
Fax: 626.229.7801

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