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Kudos0

Core down?

All day I have not been able to connect through my core. I called support (1.5 hour wait on the phone) and they tell me that the servers are down, and that it will be fixed "in some hours"...  

Is anyone having the same problem? I 

Replies

Kudos0

Re: Core down?

morenoa0922 It's wide spread and we do not know the cause yet. We will post something when we have some news.

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: Core down?

Wait, so I went through a factory reset as my core service is preventing me from connecting to the internet from anything except my phone with my data service? This is a serious issue and one that should involve some communication from Norton. Especially since I've been sitting on the phone for about 15 minutes and no one has picked up the call and your torturing me with the worst music.
Kudos0

Re: Core down?

JNT - I was 90 minutes on hold... only to learn that they're working on it. Their only recommendation was to re-enable the WiFI from my original router while they fix it. No ETA, and that was 5 hours ago.

Kudos0

Re: Core down?

Thank you Morenoa, but you shouldn't be the one to be telling me this. Norton has really screwed up with this event. Their responses on this and other threads is inadequate for any minimal approach to customer service.
Kudos0

Re: Core down?

Guys, I was having the same problem too today. I changed the DNS (from Norton's DNS server to Google's) by connecting my smartphone to another router and it seems that my Core is now back online. Not sure if this is the real solution but it is worth trying while we are waiting for their fix. It was taking about half hour to one hour until it got back online, or maybe they did already fix it.

Kudos0

Re: Core down?

Issue has been resolved according to https://mobile.twitter.com/nortonsupport

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
Kudos0

Re: Core down?

Thanks. Wish I would have check community site first instead of wasting time trouble shooting and putting a call in to Norton; which never left "on hold state". Question Norton why wasn't this posted on all core customer accounts or have some "outage" notification like the rest of us have to do who work in IT. It's mandatory at my organization when we have any outage that our customers are kept up to date via all possible communications channels. Luckily I still practice what I learned in the military and that was to keep spares so as soon I was not able to figure out what was going on I pulled my old cisco router out plugged it in and was backup and connected to work.  I work from home so it's a must that I have a solid connection in.

I did try to reset dns to my isp's as I noticed that default was set to Norton and I thought maybe that was the issue and still had nothing so I'm not sure what the deal was with this outage but the total lack of communications is unacceptable. I hope Norton will reevaluate and make changes in SOP along with maybe making changes to the core to allow it fail over by adding a "failover" option so we can use Norton's dns first and pick a secondary option.

I like others did a reset so guess i'll check back in the morning to see if I can reconfigure it then.

Kudos0

Re: Core down?

Thanks for the update Rainbow_2

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: Core down?

Hi,

We are sorry for the inconvenience caused. This issue has been fixed. Should the issue recur, please let us know. Thank you. 

-Gayathri

Gayathri R | Norton Forums Global Community Administrator | Symantec Corporation
Kudos0

Re: Core down?

SoulAsylum:

Thanks for the update Rainbow_2

Cheers

My duty!

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
Kudos0

Re: Core down?

My internet connectivity dropped a little before 10am on Friday, December 22, 2017. After doing preliminary trouble shooting includIng calling my ISP, I had narrowed the problem down to likely being Norton Core. I initiated a help chat with Norton. I got a case number, but no one was available to chat. So I made a voice call. During my 1 hour hold, I determined that the phone app could not connect to NC. Also from google searches it appeared there was no other way to connect to NC. I found that my intranet seemed to be working as well as my WiFi. I could even ping IP addresses. It appeared to be a DNS failure. When I finally got someone from Norton on the phone, I was informed that there was a Norton system error that would be resolved in 24-48 hours. So, I’m running a business in the last few days before Christmas, and my new wonderful security device has blocked my usage of the internet. In my opinion, there appear to be 2 serious flaws. 1. The user is prevented from accessing NC if NC cannot connect to its server. 2. There should be a more graceful way to utilize another DNS server. Finally, I gave my business phone number and my cell number in the event the business was closed to the help representative. I was told I would receive a phone call when the matter was resolved. It has been over 48 hours and I have received no call. So, I continue to use an old Linksys router. The Norton Core is sitting on the shelf next to its box, and receipt. I am strongly considering returning it and purchasing one of the alternatives available.
Kudos0

Re: Core down?

miguelkeller

From Gayathri's post above, this issue should have been resolved late on the 22nd December. Have you tried your Core since then? 

If you still have the connection issue, try rebooting your modem, and then reboot the Core.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Core down?

It looks like the Core issue has returned.  I cannot access the internet with the Core but when I use an Ethernet cable from my AT&T modem directly to my laptop, the service is restored.  This seems to be happening far too often now.  What is going on Norton?

Kudos0

Re: Core down?

Hello

My Core is working OK now. I have internet. Make sure there isn't another cause for your outage. Try shutting down your modem and then restarting your modem.

Have a Good Night and

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 270 I E 11 Chrome latest one
Kudos0

Re: Core down?

All: I awoke a bit ago with the Core "App" showing no connection, the same as the initial outage on the 22nd. Once again, I checked internet services on ALL my devices. They ALL remained connected. Again, I turned wifi OFF on my smartphone and reopened the Core app. It appeared as it normally would. I then, "restarted" the Core although it was online to that Core and the "App" would once again communicate. One minute later both were communicating. Having expressed this same scenario during the first "outage" I express again the need not to panic when this happens. The fix is simple as I have described above.

Cheers

"Merry Christmas to everyone"

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: Core down?

However, the whole scenario seems pretty crappy for a piece of hardware at this price point and needs $10 a month to continue using it to it's "full measure" including connectivity drops.

Kudos0

Re: Core down?

I had the issue this morning as the 22nd. All wireless devices connected wirelessly but no internet access. Bounced modem without success. Connected laptop via Ethernet and got internet. Then I took Norton core offline and went back to my old wireless router, and everything works again. I am in Colorado.
Kudos0

Re: Core down?

My MacBook Pro is connected wirelessly to the Core and works fine but my iPhone X connects to the Core but has no internet access. Merry Christmas!

Kudos1 Stats

Re: Core down?

Merry Christmas! And the Grinch award goes to Norton.  Problems again today it seems. I don't know if the workaround would have worked the last time, or if we are just getting better at troubleshooting Norton's issues.  Here's what seems to work:

1] Turn off wifi on your phone.  The Norton Core app seems to be connecting over the cellular signal just fine so you should be able to log in as normal.  Of course if you are one of the unfortunate people with a weak cell signal at home you might still have problems, in which case I hope somebody has a workaround they can chime in with. 

2] Change DNS settings in the app. In settings, network, DNS just choose one other than Norton. I used my ISP servers.

3] Power cycle the Core. Not even sure if that's necessary but I did it anyway

4] Turn WiFI back on in your phone and connect to your home network. Hopefully it connects and all is fine again.

While this works it does mean not using Norton's servers, so that takes away the extra layer of protection provided. But honestly at this point I don't care about that. The extra layer of protection provided ny Norton's servers doesn't mean jack if the server doesn't work. 

Kudos2 Stats

Re: Core down?

I haven’t had any trouble since the 22nd. Maybe that’s because my Norton Core is unplugged and sitting on the shelf while I’m using my old (reliable) Linksys router. I can hear someone saying that the Norton Core is more secure. Well of course it’s secure if it’s not connected to the Internet.
Kudos1 Stats

Re: Core down?

I rebooted and everything finally began working again.  This Core is definitely unperfected right now as it is having far too many issues for the price that is being charged.

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