August, 1998 To all PortMaster 3 56K customers This communication is a technical bulletin directed to all PortMaster 3 customers who have 56K technology installed. We have uncovered a hardware issue on our modem boards that may show up in a number of different ways depending on the local environment, configuration set-up and number of users. In some cases, the problem may not affect your operation at all. The problem at the customer site can be described as excessive re-trains or excessive failures to connect on dial-in. The problem is all PortMaster 3 modem cards installed from June 1998 through the present. We will replace all affected boards in the specified timeframe as stated above to ensure proper operation of the Portmaster 3. Please review the criteria stated below to determine whether your Portmaster 3's are affected and the process for replacement of the identified boards. Criteria: The boards must meet BOTH revision and date code criteria to be part of the replacement program. PortMaster 3 - 56K modem boards - 8 or 10 port Revision F or G - info located on the bar code label - pictures of the modem board, bar code label and chip are referenced on our web page at www.livingston.com/tech/bulletin/56k-recall-ref.html. Date Code - 98XX - located on a chip directly to the right of the bar code label. Pictures are referenced on the Web page. Once it is determined that the boards have met the above criteria, please follow the process below. If you are unable to make the determination, please call technical support at 800-458-9966 or 925-737-2100. Contact Lucent INS technical support and a technical support engineer will work with you and verify your 56K modem boards meet the recall criteria. If it is determined by technical support that the 56K boards meet the criteria, the engineer will complete a service request and forward the request to Lucent INS's RMA department. A RMA administrator will arrange for the shipment of next day advanced replacement. Please have the total number, type and serial numbers of the modem boards required. This will assist in expediting the shipment and minimize any inconvenience. Upon receipt of your replacement boards, locate the RMA information envelope that contains product return information. Provided is a pre-paid Fed-Ex AirWay bill. Simply, re-package the defective boards, complete the pre-paid AirWay bill and contact Fed-Ex for pick up. It is critical that we have an expedient return of the defective boards. The following day, a RMA administrator will contact you to verify the receipt of your replacement boards and address any additional questions you may have. We expect to complete this program in 3 weeks. We have currently updated multiple customers who worked with us in identifying the root cause of the problem. I thank all of you who participated. We have added multiple processes to our test procedures as a result of this recall. We will continue to make the necessary changes ensuring you receive the highest of quality products or solutions from Lucent. Sincerely, Paul Harvey Customer Services