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Kudos0

After second Norton Core continuously flashes white and drops wi-fi

Returned my first Norton Core because the light would flash every 20 minutes or so, and all wi-fi in the house would disconnect. Had to restart music or Apple TV, just to have wi-go shut down again 20 mins later. After troubleshooting multiple times with the India team, sending in logs that I don't think were looked at, sent back for replacement. Replacement did the same thing. I'm sadly back on my Netgear router with no solution for why the Core does this. Really disapointing. Unfortunately I'm giving up with no one able to resolve and returning for refund.

Replies

Kudos0

Re: After second Norton Core continuously flashes white and drops wi-fi

Hello Ric. This sound to me like a configuration/setup issue where there is a conflict of some sort. Knowing troubleshooting is pain in the backside for most please try the instructions in the link below. There is a video at the bottom which should be helpful as well. One thing commonly missed is turning OFF the WiFi on your internet providers modem if is has WiFi incorporated into it before connecting the core router for setup.

https://support.norton.com/sp/en/us/home/current/solutions/v118380509_core_en_us

Troubleshooting tips:

https://support.norton.com/sp/en/us/home/current/solutions/v119939520_EndUserProfile_en_us

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.270 on Android 1.93
Kudos0

Re: After second Norton Core continuously flashes white and drops wi-fi

Thank you for the reply. This is actually the second Core router I'm using, the first performed the same way and after much troubleshooting I returned it and was sent a replacement. The modem is bridged, so has always had the wifi turned off. It was much slower than having my own router, so I've never used it for more than being a modem. The setup link you provided is exactly what was done to set both routers up, and I have performed all of the troubleshooting listed in the tips as well including factory reset. Since this is the second Core router having the same issue, I have to believe there is some function running within the router every 20mins-1 hour that is causing the wifi to shut down for 30 secs. I have also changed the wifi channels as recommended by one of the techs and still the problem persisted. I do not have this issue with my Netgear router, so I know it's not an issue with the modem. I'm willing to continue troubleshooting if there are any other ideas, but if not need to return the router before the offer of full refund expires.

Thank you,

Ric

Kudos0

Re: After second Norton Core continuously flashes white and drops wi-fi

Ric You stated your "modem" is bridged which to me is indeed confusing. The modem is the first device in the network where if it also has wifi built in as you said it does, wifi MUST be disabled. Connect your Ethernet cable from the modem to the core router. That is the proper setup. Bridged would mean there is another router in the network attached as the 3rd device in the network and would be utilized for wifi expanded coverage. Check for the settings regarding DPI (DEEP PACKET INSPECTION) in the core router. HTTP traffic is inspected although HTTPS being encrypted is not. Turn this setting off for a brief period of time and see if the 20 minute time internet drop persists.

https://community.norton.com/en/comment/7554951#comment-7554951

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.270 on Android 1.93
Kudos0

Re: After second Norton Core continuously flashes white and drops wi-fi

Thank you for the reply.  Bridged is the term Bright House (Now Spectrum) has always used in that the Modem bridges the Wi-Fi to the router. Maybe that terminology is wrong, but the wifi is deffintely off in the modem. I'll check again later signing on the modem to be sure, but the wifi lights on the modem are off. I'll try the DPI settings later when home as well, and see if that fixes the issue. I took the router offline, but willing to give it another shot. I appreciate the help.

Ric

Kudos0

Re: After second Norton Core continuously flashes white and drops wi-fi

You are most welcome Ric!!

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.270 on Android 1.93
Kudos0

Re: After second Norton Core continuously flashes white and drops wi-fi

SoulAsylum:

Ric You stated your "modem" is bridged which to me is indeed confusing. The modem is the first device in the network where if it also has wifi built in as you said it does, wifi MUST be disabled. Connect your Ethernet cable from the modem to the core router. That is the proper setup. Bridged would mean there is another router in the network attached as the 3rd device in the network and would be utilized for wifi expanded coverage. Check for the settings regarding DPI (DEEP PACKET INSPECTION) in the core router. HTTP traffic is inspected although HTTPS being encrypted is not. Turn this setting off for a brief period of time and see if the 20 minute time internet drop persists.

https://community.norton.com/en/comment/7554951#comment-7554951

Cheers

The Wi-Fi beacons of different (disparate) Wi-Fi access points within the desired Wi-Fi coverage zone (e.g., other Wi-Fi routers, Wi-Fi extenders, Wi-Fi access points, etc.) are by design (and of necessity) fully capable of harmonious (self-negotiated) coexistence with one another. The only reason (that I can think of) to "temporarily" disable other access point Wi-Fi beacons (in this case the WAN sourcing ISP supplied Wi-Fi Router/Modem) would be (only) as a "temporary" verification test that a specific Wi-Fi LAN connected device (or group of Wi-Fi LAN connected devices) is (are) connecting to the correct (desired) Wi-Fi LAN access point - in this case, to the Core's Wi-Fi beacon(s) and not to the previously utilized access point's beacon.

But this is certainly not a mandatory "permanent" prerequisite in order to get the Core into a proper (functioning as expected) condition.

Kudos0

Re: After second Norton Core continuously flashes white and drops wi-fi

@avjohnnie Thanks for that input. Please allow me to direct you to these threads for reference:

https://support.norton.com/sp/en/us/home/current/solutions/v119939113_EndUserProfile_en_us *Note in the first paragraph the statement " If you connect Norton Core directly to a modem/router combo, you create two home networks. Norton Core cannot protect devices that are on the wireless network of the combo device. This set up can also cause connectivity issues due to communication problems between the Norton Core and the modem/router networks".

https://support.norton.com/sp/en/us/home/current/solutions/v119939520_EndUserProfile_en_us

Please take note of the specifics in step #2-2. Currently I do not have Core in my network and can only direct to what the official documentation states are requirements.

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.270 on Android 1.93
Kudos0

Re: After second Norton Core continuously flashes white and drops wi-fi

If those statements are to be interpreted not as temporary testing suggestions, but instead literally as meaning "no other Wi-Fi beacon sources may be allowed to impinge on the intended Core Wi-Fi coverage zone", then that would have to be taken as a notification warning that the Core device cannot be used in most common multi-Wi-Fi close proximity situations such as multi-unit housing, nor in multi-unit business locations (e.g. apartment complexes, business parks, etc.).

Kudos0

Re: After second Norton Core continuously flashes white and drops wi-fi

SoulAsylum:

Ric You stated your "modem" is bridged which to me is indeed confusing.

Bridge mode (for a modem) means that rather than the modem acting as a router and operating a LAN with DHCP and NAT, it instead acts as a pass through (bridge), the device connected to a bridged modem's "LAN" side is assigned an public IP directly from the ISP, usually only one device can be connected (to the modem) in this configuration.

Kudos0

Re: After second Norton Core continuously flashes white and drops wi-fi

So, I've logged into my Arris modem. Wifi was already off for both 2.4 GHZ and 5 GHZ. The NAT mode is bridged which is defined in the router as "data will pass through the device without any routing". That seems to be the correct mode which also works with no issues when using my Netgear router. I have hunted through all the options in the Core Router app, and can find no mention of DPI or Deep Packet Inspection. So not able to make any changes there. Something else is causing the white light to flash and the Wi-Fi broadcast to stop for 30 seconds every 20 mins or so. Let me know if you have any other thoughts. I do appreciate your assistance.

Kudos0

Re: After second Norton Core continuously flashes white and drops wi-fi

Also, regarding the comment about Wi-Fi close proximity situations, I live in a condo surrounded by multiple other Wi-Fi networks, all of which are secure. Is it possible that the design of the Norton Core router is unable to handle this type of area and is actually going offline when it detects interference from one of my neighbors networks? If the answer is yes, while it doesn't help me to utilize the Norton Core, at least I can give up on it while understanding that it is a situation I just can't resolve. 

Kudos0

Re: After second Norton Core continuously flashes white and drops wi-fi

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.270 on Android 1.93
Kudos1 Stats

Re: After second Norton Core continuously flashes white and drops wi-fi

Ric Richardson:

Also, regarding the comment about Wi-Fi close proximity situations, I live in a condo surrounded by multiple other Wi-Fi networks, all of which are secure. Is it possible that the design of the Norton Core router is unable to handle this type of area and is actually going offline when it detects interference from one of my neighbors networks? If the answer is yes, while it doesn't help me to utilize the Norton Core, at least I can give up on it while understanding that it is a situation I just can't resolve. 

Before returning my Core to the Norton Online Store for a refund (for reasons other than those that you're experiencing) I had it functionally installed and operational in a very densely populated (Wi-Fi signal rich) environment, so I'd have to say no on this as being a concern - that's not the problem you're having, IMO.

FWIW: Perhaps however you are being "affected" by a neighbor, but in a manor different than Wi-Fi saturation - it could be happening if device enforcement (aka MAC filtering) is not being fully utilized on your Core...Anyway it's a thought.

Kudos0

Re: After second Norton Core continuously flashes white and drops wi-fi

Quick question and another potential thought...

When the Core enters the "flashing white" condition - if you go into the Core App on your mobile device, is the App indicating that it wants to setup the Core (again)? In other words is the Core App giving an indication as though the Core router had been (somehow) factory reset?

If this is the case, you may want to survey the immediate area around the Core for other mobile devices that also happen to have the Core App installed. If any are found, then you need to confirm whether or not those device's copies of the Core App have administrative access to your Core. 

Kudos0

Re: After second Norton Core continuously flashes white and drops wi-fi

Hi. I forget the actual verbiage of the error in the app when the core goes into flashing white, but it basically states no internet connection, not in setup mode. I was actually on the phone with Norton tech support at one point when it went flashing white, and Venkat asked me to open the app and look. I only have the app on my cell phone, no other devices. Thanks again for your thoughts, I appreciate the help. Still unable to use the Core though.

Kudos0

Re: After second Norton Core continuously flashes white and drops wi-fi

Hello Ric. Try to update your iOS app to this version.

https://community.norton.com/en/comment/7637621#comment-7637621

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.270 on Android 1.93
Kudos0

Re: After second Norton Core continuously flashes white and drops wi-fi

All: I came across this thread and thought it might be worth trying since nothing else seems to take care of this issue.

https://community.norton.com/en/comment/7640271#comment-7640271

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.270 on Android 1.93
Kudos0

Re: After second Norton Core continuously flashes white and drops wi-fi

@Ric Richardson  I now have Core setup and running and can tell a bit more about how things work than previously. One question comes to mind. Is your service a FIOS or similar network where DHCP must remain enabled on the ISP device in order for certain other provider features to function? I have FIOS and my ISP device will kill those other services if put into bridged mode. DPI inspection settings are located in the app under Settings then to security, then find network inspection. It is recommended this remain set to "default" as the Core comes out of the box. FWIW, I also live in a wifi saturated area but have yet to have any issues with services dropping. Another issue could be setting your guest network so that ALL devices connecting to it are approved rather than being approved automatically. You could indeed have wifi hoppers trying gain free wifi access at your expense with it set to freely allow anything it sees. 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.270 on Android 1.93
Kudos0

Re: After second Norton Core continuously flashes white and drops wi-fi

My Norton Core was stable for the first month I had it.  Now it does the same thing but only a few times a day.  I have done everything tech support says.  I just shipped them my logs.  Here are some things they made me do:

1) Make sure the firmware is up to date.
2) Reset Norton Core device (multiple times).
3) Change the DNS to ISP
4) Change the security setting from default to none.

Like you, I turned off all additional wifi.  I had it just the FIOS modem and Norton Core.  It looks like it is rebooting since wifi drops, the lights blinks white, and then everything comes back on.  I had to go back to my Netgear for now since it seems to interrupt my VOIP conference calls.

Kudos0

Re: After second Norton Core continuously flashes white and drops wi-fi

@CST1 I left DHCP enabled on my FIOS device to ensure VOIP/TV services remained routed and uninterrupted. My DPI is set to normal as well. Both hurt my score but its the "normal" for the way I have to configure with this FIOS router since putting it in bridged mode will kill TV/VOIP. I did have an issue over the weekend where the app was not chatting with the core as it should and had to perform several reboots on both the Core and Android phone. Left things as is for the weekend and the Core is running perfectly as it should. One thing of note was I had Norton Clean installed on my mobile device. Once I removed it and erased all its cache then rebooted the phone the core app functioned as it should.

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.270 on Android 1.93

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