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Kudos1 Stats

Norton Core keeps dropping connections

Every since I installed the Norton Core devices are dropping internet connections intermittently.  I have factory reset and reinstalled the unit several times.   I have rebooted every device several times.  Yesterday, I put my ASUS Router back and not a single drop connection.   How do I get this issue resolved?

Replies

Kudos2 Stats

Re: Norton Core keeps dropping connections

Mike, I am not claiming victory yet, but the latest firmware update may have solved the problem.  I'll give it another week or two to really determine how effective this update may be.  I've been beyond annoyed with this thing since week 1.

Kudos1 Stats

Re: Norton Core keeps dropping connections

Argh, I was hoping it was just me. A lot of the comments on this thread sound familiar, and I mean verbatim. My Norton Core has been intermittently dropping internet connectivity every 2-4 days for the last 2-3 months. I had one contact with a Norton Support person in November who instructed me to go through the factory-reset. That worked for about a week and then the issue reoccurred. Finally, last week was too much.

On Dec-22nd I had to revert to my previous router so my family would let me sleep inside my own house. Before doing that, I created yet another case, sent the logs, and called Support, and waited on hold for over an hour. No one ever picked up the phone on the Support side of that call. I have yet to receive a response (today is Dec-28). After falling back to my previous (ASUS) router I haven't had a single internet drop either.

I had really hoped that Norton and Semantec would stand behind this venture into the hardware world. The Norton Core has some great features but they're useless if the primary functionality, that of being a home wifi router, isn't yet.stable.

I am/was to the point where I'm ready to swap my Norton Core for another one to see if it's a particular hardware issue with my Norton Core vs. the Core in general. I'm seeing a lot of evidence to the contrary.
Kudos0

Re: Norton Core keeps dropping connections

EMace, thanks for the glimmer of hope. I'll plug my Norton Core back in and try it.
Kudos0

Re: Norton Core keeps dropping connections

I have the same issue with a laptop running 2.4 GHz. Have 2 phones and another computer running 5 GHz that have no problem. I have run network speeds both combined and separate. Issue on both. Laptop only supports 2.4 GHz.
Kudos1 Stats

Re: Norton Core keeps dropping connections

It seems v 223 is better.  I have had only two drops since it was installed, rather than multiple times per day or three or more times per week.  Both times, the bottom light stayed steady white. 

Kudos0

Re: Norton Core keeps dropping connections

Kudos0

Re: Norton Core keeps dropping connections

I am currently using and have been using App Version 1.27 and Firmware Version 171218_223 since sometime around Dec-18th or 19th. Today when going through yet another hardware reset (one of several since Dec-22), I was informed that the password I had been using for my secured home wifi was not valid. Apparently, the comma (,) is no longer an acceptable password character. This caused me to have several questions.

My first question being whether not resetting my Norton Core the first several times actually invoked the new firmware or not. My next question being whether or not the comma character is what has been causing the intermittent internet drops.

I'm sharing this in hopes that it helps others to resolve their Norton Core issues. Note that these observations are only a few hours old. I'll try to remember to update this post in a few days to let you know whether things are "normal" or better than what I've been experiencing for the last 2 to 3 months. Suffice it to say that if I don't respond in the next 7 to 10 days, things are working much better than normal.

A side note: I find it interesting that those commenting on the Norton Core seem to have some level of technical familiarity and yet all the documentation is written for those that just want to set-and-forget. I'm glad to see I'm not the only one who falls squarely in both camps.

Take care & have fun.
Kudos0

Re: Norton Core keeps dropping connections

Hello Mike- Answering your questions. The recent internet drops are and have been caused by issues with the Norton cloud DNS services. Your comma issue most likely has nothing to do with it. And all updates to the firmware will appear and install automatically as long as the Core is up, connected and functioning properly. Keep in mind as well that not everyone gets the firmware/app updates at once and they are at times released in a "phased" manner. This is normal.

 As for your password, that is an oddity indeed. Although not normal per se since firmware version 223 and app version 1.27 were released. I would suggest replacing that character with another special character and let it go at that. Other odd things have happened with me, such as the Core and app become unresponsive. Once finally corrected I found "time limits" had been set AND expired on both our smartphones while none having ever been set. Thus disabling them on the network. Another recent instance was I had to use Bluetooth to reconnect which was odd. A simple power cycle of the Core remedied things for me. That last incident was on Dec. 28th and things have been good since then. I haven't gone into panic mode and just power cycled. Have an awesome New Year!!

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93
Kudos0

Re: Norton Core keeps dropping connections

When I setup the Core at my office last week, it would not let me use a comma (,) in the password.  It did not actually tell me I couldn't use a comma, but kept telling me "please enter a valid password" (don't remember the exact wording).  Once I left off the comma everything was fine.

Last night when I got home about 11 I could not reach the internet through wifi (wired connections did have internet).  Turned off wifi on my phone (had internet connection through LTE) and tried to open the Core app.  I got nothing but a blank screen.  Unplugged the Core, waited 30 seconds, plugged back in, and everything was back to normal.

Kudos0

Re: Norton Core keeps dropping connections

All: The DNS issues continue. I've had my share this month as well however never a complete issue where Core went off line. More so the app issues that everyone are seeing. The admins would like everyone to shake their phones and get the comments field to send log and describe your issue. No matter whether tons of others are seeing the same please describe it. Within that field please add your forums user name, Core serial number and link to this thread so the logs can be tied to you personally. Please don't expect a direct personal response to the logs because they will be collectively used to help determine the underlying issue with the app, as well as core communication to the cloud. Everyone please have a grand time and a safe New Year!!

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93
Kudos0

Re: Norton Core keeps dropping connections

Add me to list of users having connections drop.  Android phone app of 1.27.2, Firmware 171218_223. 

Only been about four or five days since had to reboot Norton Core Router!

Does Norton plan on fixing the issue?

Kudos1 Stats

Re: Norton Core keeps dropping connections

Interesting that this thread has been active since August of last year and still no solution. It seems we are just moving from one problem to another with connectivity issues. It's not the DNS servers causing the problem for most of us now as far as I know, but I also never switched back to Norton's DNS to see if there are still problems there. I have no plans to switch back to Norton DNS until I know that the DNS server issues were fixed, which has never been confirmed to my knowledge. It seems that nobody has a clue what causes the wifi connection drop offs for those of us that can rule out Norton DNS server error since we don't use that server anymore. It'd be nice if Norton would at least acknowledge that there's a problem somewhere. 

Kudos0

Re: Norton Core keeps dropping connections

Checking in on this thread as well.   How is everyone's Core after the latest firmware v226 release?   Has it resolved the issue of dropped internet/wifi requiring physical power off/on reboots of the Core?  Thanks.

Kudos0

Re: Norton Core keeps dropping connections

I seem to have way fewer service interruptions, but other issues have emerged.  My kids frequently have difficulty connecting when they arrive home from school.  Often their iphones or computers will not connect until I reboot the router.  I may have been on the network all day with no issue, but their devices will not get service unless I reboot the system.  Has anyone else seem something like this when a device is introduced to the network (generally these devices are known to the network already and vice versa)?

Kudos0

Re: Norton Core keeps dropping connections

All: Has everyone received the latest firmware update to version 226, if so please update your status if you'd be so kind. Trying to get feedback so we can send that back to the Norton team.

EMace - Separate your 2.4 / 5 GHz networks with separate SSID's and password. Have your normal every day devices connect specifically to the 2.4 side and streaming devices to the 5.0. Conflicts can arise when devices attempt to connect to a network with speeds it cannot support. Let us know how that worked out for you.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93
Kudos1 Stats

Re: Norton Core keeps dropping connections

It's still not perfect. Running the latest firmware. I separated the networks way back when the initial DNS server issue surfaced in December. Streaming devices are on the 5 network, others on the 2.4 network. I tried changing network channels in case there was some interference. I haven't used the Norton DNS servers since they went down in December, I have been on my ISP's server since then. 

I am still randomly dropping wifi though it is not as often and doesn't seem to last as long. Not sure what else I can do and I've pretty much resigned myself to just dealing with it. 

Kudos0

Re: Norton Core keeps dropping connections

For me it's been stable the past few weeks - DNS issues seem to have cleared up and I haven't had to reset in a week or more.  

Kudos0

Re: Norton Core keeps dropping connections

Good news folks. Hope everyone on the thread are seeing the positive results you are as well. Mack McDowell what is your status sir? You are the original poster so we need to hear from you as well.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93
Kudos0

Re: Norton Core keeps dropping connections

Since v226 I power cycled just once, possibly because of the updated firmware and just needed to reboot.  Before this gets closed I suggest we wait a couple of weeks.  Cuz, I won't trust this update until Core has run without interruption for at least two weeks.  /

Kudos0

Re: Norton Core keeps dropping connections

I have not had any unexpected reboots or connection drops in a few weeks. I believe the latest firmware update has resolved the issue. It’s just too bad that I had to be an “involuntary beta tester” for Symantec’s product. I’d you had been more honest with the community about the instability of the Core upon the its release, there would be a lot less vitriol regarding our treatment. Even though my Core is finally stable, I will not be recommending this device to any of my clients. I cannot reward Symantec for 5 months of getting it wrong.
Kudos0

Re: Norton Core keeps dropping connections

MonkeyMan, good news regarding Core. I do believe the firmware update to 226 solved most of the issues and the backend DNS issue appears to be resolved as well. I am trying to gain a status from the original poster. Hoping he will chime in soon so that we can get this thread closed.

@Mack McDowell

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93
Kudos1 Stats

Re: Norton Core keeps dropping connections

As I mentioned numerous time before I could not afford to continue to disrupt my work and home activities that required internet services by continuing to use an unreliable and stable product. I finally got Norton (after numerous complaints & calls) to send me an RMA Label. I have already sent the device back although I have not received a refund yet. 

Frankly, I don't think your customer base should be doing your unit and quality acceptance testing.  The worse part was your company's  unwillingness to formally acknowledge and/or completely take responsibility for the delivery of such an unstable & unreliable product.  Surely, you're not looking for a pat on the back for fixing a problem that Norton have had some of us suffer since August 2016.   Since I no longer have the product feel free to consider the problem close if all the other folks that have been responding are satisfied that your latest firmware has indeed resolved their issues.

Kudos0

Re: Norton Core keeps dropping connections

Mack thank you so much for the update. While I am NOT an employee with Norton and a total volunteer here on the forums I will ensure your concerns are forwarded to those who need to see them. Unfortunately too late and never resolved. I personally gave it my best. I will ask that an admin lock the thread from further posts since there isn't going to be a solution on your part. Everyone else seems to be on an even keel with the latest firmware. Warm regards.

SoulAsylum

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93

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