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Kudos0

Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link. Only the core router requires the reset. I love the router but dropping the Ethernet link to the cable modem requiring a hard reset is quite annoying.

Replies

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Hello. Does your ISP modem device feature built-in wifi? If so disable the wifi within your ISP modem. That will conflict with the Core. Also when this happens check your ISP's modem logs to see whether your ISP is reissuing a new IP address on a recurring basis. The time frame you are giving suggests that your ISP is renewing "its lease" with your modem thus a signal loss between it and the Core.

Cheers

Retired military (Navy 1980-2002) "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.316 / NCSP 22.16.4.15 / Norton Core v.270 on Android 1.93
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

I do not believe either of these two conditions are true or apply but I will check them out. Thank you.
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

The ISP (Charter Spectrum) cable modem (Cisco-Model-DPC3216 DOCSIS-3-0-16x4-Cable-Modem) does not have built-in wifi and the IP Address remains stable with same external IP address before a Norton Core ethernet loss as it is after a Norton Core reset and the ethernet link reestablishes itself. It just failed again. The Norton Core router is glowing steady amber and the ethernet com activity indicator on the Cisco modem remains off with no action or glow. Again, resetting only the Norton Core router with a manual push of the reset button reestablishes the ethernet link and internet access. Suggestions?

Another item probably not related to the ethernet loss is. When I look at my norton account info online, my Core router's serial number does not show on the Account Settings, Subscription Tab, Norton Core Security Plus details/info. Why? Is this a problem? I can live with that but not the loss of my ISP service.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Please give support a shout. Something is going on with the core that they may be able to straighten out. Especially the issue where your core serial number doesn't appear.

http://norton.com/chat

Cheers

Retired military (Navy 1980-2002) "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.316 / NCSP 22.16.4.15 / Norton Core v.270 on Android 1.93
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Kocojim An old or worn Ethernet cable could also be a problem. It wouldn't hurt to check just for peace of mind on that one. One other thing comes to mind. Are you updated with the latest firmware update? Not sure whether that would make any difference. https://support.norton.com/sp/en/us/home/current/solutions/v119362017_core_en_us

https://community.norton.com/en/comment/7587111#comment-7587111

Cheers

Retired military (Navy 1980-2002) "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.316 / NCSP 22.16.4.15 / Norton Core v.270 on Android 1.93
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Kocojim:

The ISP (Charter Spectrum) cable modem (Cisco-Model-DPC3216 DOCSIS-3-0-16x4-Cable-Modem) does not have built-in wifi and the IP Address remains stable with same external IP address before a Norton Core ethernet loss as it is after a Norton Core reset and the ethernet link reestablishes itself. It just failed again. The Norton Core router is glowing steady amber and the ethernet com activity indicator on the Cisco modem remains off with no action or glow. Again, resetting only the Norton Core router with a manual push of the reset button reestablishes the ethernet link and internet access. Suggestions?

Another item probably not related to the ethernet loss is. When I look at my norton account info online, my Core router's serial number does not show on the Account Settings, Subscription Tab, Norton Core Security Plus details/info. Why? Is this a problem? I can live with that but not the loss of my ISP service.

Does any combination of re-plugging cables and power cycling devices restore service?

Unplug the cable between the "core" and the modem for 30 seconds, plug back in.

Reboot the cable modem (unplug power, verify all lights are off, wait 30 seconds, plug back in).

Reboot the "core" (unplug power, verify all lights are off, wait 30 seconds, plug back in).

 

Test which if any of these alone resolve the issue.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Kocojim Static IP addressing has now been enabled in Core.

https://community.norton.com/en/forums/address-reservation-functionality-now-available

Cheers

Retired military (Navy 1980-2002) "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.316 / NCSP 22.16.4.15 / Norton Core v.270 on Android 1.93
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

1 Unplug the cable between the "core" and the modem for 30 seconds, plug back in. - NO DOES NOT FIX ..... 2 Reset the cable modem (unplug power, verify all lights are off, wait 30 seconds, plug back in). - NO DOES NOT FIX...... 3 Reboot the "core" (unplug power, verify all lights are off, wait 30 seconds, plug back in). - YES DOES FIX. AND SO DOES A PUSH BUTTON CORE RESET!

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Kocojim:

1 Unplug the cable between the "core" and the modem for 30 seconds, plug back in. - NO DOES NOT FIX ..... 2 Reset the cable modem (unplug power, verify all lights are off, wait 30 seconds, plug back in). - NO DOES NOT FIX...... 3 Reboot the "core" (unplug power, verify all lights are off, wait 30 seconds, plug back in). - YES DOES FIX. AND SO DOES A PUSH BUTTON CORE RESET!

Thanks that greatly clarified what is going on.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

SoulAsylum:

Kocojim Static IP addressing has now been enabled in Core.

https://community.norton.com/en/forums/address-reservation-functionality-now-available

Cheers

That's DHCP reserved IP addresses. Static IP (such as on the WAN port) still isn't supported. 

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

pw_pw  Without sounding condescending. May I suggest you re-read the release thread again. "We have added Static IP functionality - that we're calling Address Reservation - to Norton Core app version 1.18." is the first sentence in the release statement.

https://community.norton.com/en/forums/address-reservation-functionality-now-available

As an added note please review: https://support.norton.com/sp/en/us/norton-core-security/current/solutions/v118380605_core_en_us

Cheers

Retired military (Navy 1980-2002) "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.316 / NCSP 22.16.4.15 / Norton Core v.270 on Android 1.93
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

SoulAsylum:

pw_pw  Without sounding condescending. May I suggest you re-read the release thread again. "We have added Static IP functionality - that we're calling Address Reservation - to Norton Core app version 1.18." is the first sentence in the release statement.

https://community.norton.com/en/forums/address-reservation-functionality-now-available

As an added note please review: https://support.norton.com/sp/en/us/norton-core-security/current/solutions/v118380605_core_en_us

Cheers

Just wanted to distinguish one desired feature from another since (such as in this case) the terms can be mixed in an informal environment.

Static IP: either dynamic IP addresses that is always the same (reservation) OR manually configured address (such as on the WAN port)

The Norton "Core" router just got first interpretation of the word, and does not have the second.

I believe there were users waiting for both features.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Why would you need a manually configured address (such as on the WAN port)?  For my personal knowledge.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

MannyT:

Why would you need a manually configured address (such as on the WAN port)?  For my personal knowledge.

ISP assigns you an IP address and doesn't run DHCP, you would need to configure your IP, subnet mask, default gateway, and DNS server manually.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Isn't that done in the router (Core)?  The modem gets an IP address from the ISP and then the Core would handle the DHCP, subnet mask, default gateway, and DNS server manually.  Isn't what people asking the ability to do this on the Core and set their own DHCP ranges, gateway, and DNS servers.  My ISP is not configuring anything right now it is only assigning an external IP address.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

ISP's assign an IP address. It may be static or dynamic. That is assigned to the MAC address of the modem. This information is then forwarded through the WAN port. Either way, any router including the Core just takes that information through the WAN port. A router cannot distinguish between a static or dynamic WAN IP. 

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

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

I understood that and that is what I was trying to say but what I did not understand was the explanation that was given by password_password.

Just wanted to distinguish one desired feature from another since (such as in this case) the terms can be mixed in an informal environment.

Static IP: either dynamic IP addresses that is always the same (reservation) OR manually configured address (such as on the WAN port)

The Norton "Core" router just got first interpretation of the word, and does not have the second.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

MannyT What is the model of your ISP modem and provider? I will research its settings and get back to you.

Cheers

Retired military (Navy 1980-2002) "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.316 / NCSP 22.16.4.15 / Norton Core v.270 on Android 1.93
Kudos1 Stats

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

I don't have a problem.  I was just trying to understand an explanation that was posted before. Just for my knowledge

Thanks

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Most ISPs are equipped to provide either DHCP or STATIC (aka FIXED) WAN IPs depending on the customer's particular requirements. STATIC WAN assignments are (in most cases) used by Businesses, including SMB and SOHO customers. These users often have certain on premises (localized) Server-to-WAN access routing requirements, e.g., MTAs, (email servers) that are best served utilizing STATIC WAN assignments. Granted, the routing management needs for these situations can be accomplished utilizing Dynamic-DNS services, but it's messy and typically adds unnecessary routing overhead.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

I don't think anyone on this thread is using a manually applied static IP on the WAN side. The Norton "core" doesn't support it, and could not be activated if it was required by the ISP.

Think "manually applied static IP": ISP doesn't do DHCP on the WAN side, you have to type things in manually.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

I started this thread because the Core router stops communicating over the WAN link to the ISP (Charter Spectrum) cable modem (Cisco-Model-DPC3216 DOCSIS-3-0-16x4) cable modem. The modem does not have built-in wifi, the IP Address remains stable with same external IP address before a Norton Core ethernet loss as it is after a Norton Core reset and the ethernet link reestablishes itself. 

1. I am using WAN cable that came with Core router. Tried another known good one - DID NOT FIX it failed again.

2 Unplug the cable between the "core" and the modem for 30 seconds after a failure and plug back in. - DOES NOT RESTORE WAN

3 Reset the cable modem after the failure (unplug power, verify all lights are off, wait 30 seconds, plug back in). - DOES NOT RESTORE WAN

4. A Push Button Core router reset always fixes, restoring the WAN Link and internet for a day or two.

4. Last week's firmware update - DID NOT FIX, It failed again.

5. Totally reset to factory settings and reinstalled Core router worked for two days and now it just failed again. Modem WAN link light shows no activity. Core glowing amber loss of internet. No activity on Core WAN link light. Once again with touching anything else leaving all power on simply a PUSH BUTTON CORE RESET fixes it and It goes another day or two.

This was never a problem with my former NetGear N600 router. I switched to the Core for security reasons but router reliability is more critical to me than the security improvements added by the core router. I need a solution or I will be sending the router back to Norton for a full refund. 

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

I have the same problem, but for me it's not weekly--it's a couple of times a day.  The Core will lose Internet connection to the modem.  Rebooting the Core or the modem will restore Internet.  It might last an hour or maybe 5 or 6 hours, but then it's down again.  If I remove the Core and drop in my old Linksys router I can go for days and never have an issue.  Putting the Core back in and the problem starts up again.  I'm also about ready to return the Core.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Posted this to another thread on the same topic...copying here...

I've had the same problem for the last four days.  Up and down two to three times a day.  Have app v1.18, iOS 11.0.1.   Firmware v 170818_164.  The app does not allow me to check for updates to _180.  Had Core since mid-Aug, no problems until now.  19 devices connected.

Have ATT gateway with wireless.  I think what happens is: if the ATT gateway burps or internet connection stops for a few seconds, then Core drops its connection, light turns amber. When the gateway is back up, Core does not re-engage automatically, light is still amber.  When the Core is down, I can get a wireless connection through the ATT gateway.  I have to power down Core, wait 15 secs, plug in, everything comes back up, light turns white, and works until the next drop. 

Someone else suggested: Under Network Settings/DNS...Change DNS setting from Norton Secure DNS to ISP's DNS.  Trying to see if that works...temporarily.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

This issue has several threads throughout the Core forums.  A solution I found in another thread that worked for me is to change your Domain Name Server (DNS).  You can use the App and go to Settings > Network > DNS and change it off the Norton (recommended) to another one such as your ISPs DNS.  Since doing this, I've not dropped connection once.  Note, it will lower your security score, but it's still a good solution until Norton fixes their DNS problems.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Changing the DNS did NOT work for me.  

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Back again....   after changing the DNS (note my post above), the Core worked fine for about 24-hours and then the problem came back.  I contacted support via phone and spend about an hour resetting modem, core, phone app, etc.  After all of that, I had no internet.  That's right, the core no longer would setup.  Support had me send log files from the app and from the core itself and said they would get back to me within 24 to 48 hours.  Because I can't be that long without Internet I ran to WalMart (only place open late at night that sells routers) and bought a new router.  I'm returning the core for a refund.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Norton: please respond to the multiple comments on this and all the other forum topics on this same issue.  We need to hear something....anything.....

Kudos1 Stats

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Late Monday evening I spent a good deal of time with Norton Support trying various things. reconnecting and restarting the ISP broadband modem, restarting the Norton Core, etc. Of course we never actually experienced the failure while we were doing all this, the Norton never lost communication over the WAN ethernet like it does when it fails. The tech was very patient and kept trying things that would help the WIFI and keep it communicating. I finally got through to him and explained I had no problem with the WIFI staying up and connected, it was the LOSS OF INTERNET from my ISP provider because the CORE ROUTER STOPS COMMUNICATING OVER THE WAN ethernet connection to the ISP Cable modem! It was at that point he really understood what I was saying. He said they would be back in touch and so far it has been working for almost 48 hours.

I did do one thing during all the resets and start-ups during our telecom session that may be a fix. I thought about this after we ended the session. I use all three hardwired ethernet ports (#1 for my iMac, #2 for Apple TV, #3 for my Panasonic Blu-Ray Player). All other devices at my home are Wi-Fi connected (10 more various devices, phones, iPads, printer, etc). In any case, as we were going through things, I did note that even though my main computer, the iMac, was Ethernet hardwired, it was indeed also connected to the Core via Wifi. I thought why do I need that, so I disabled the iMac's s Wifi connection AT the iMac. Well, so far the Core has not stopped communicating with the ISP modern WAN and everything is normal. PLEASE NOTE: This may be a possible solution!

Could it be that connecting a device to the Core Router via Ethernet "AND" WiFi causes some kind of conflict in the Ethernet comm logic that disables the WAN ethernet port to the ISP requiring a reset? In any case I will let you all know if continues to work. The iMac (and all other hardwired devices) only communicate with the Norton Core through the hardwired ports (WiFi is disabled on them). Everything seems ok so far. 

Also Note: This was never a problem with my former NetGear router as the iMac was hardwired and Wifi connected for years without any failures. But let's see how it goes.   

Kudos1 Stats

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Status on setting all hardwired ethernet devices to only communicate with the Norton Core through the 3 hardwired ports (WiFi is disabled on all of them). Everything working great. 72 Hours and still working!

Kudos1 Stats

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

@Kocojim and @Gayathri_R:  You might be on to something.  I had one desktop connected to the Core through Ethernet cable and it's WiFi was also turned on so this could have been my problem as well.  However, after talking with the Norton folks on the issue, my Core no longer completes Setup so I'm unable to test your solution on my end.  If I ever get a working Core up and running I'll be sure and have WiFi off on all Ethernet cable connected device.

*** I hope a Norton tech person sees this thread and Norton can look into it ***  

NOTE:  The other day (posts above), I was on the phone with Norton tech support for over an hour about this problem and we ended up where the Core would not even finish setup, so I bought another router and packed up the Core.  After reading Kocojim's post this morning I decided to try something so I unpacked the Core, hooked it all back up but ensured the Ethernet cable devices had WiFi set to OFF.  I ran the Core setup and POOF!  It setup fine.  Also, I had a "security score" problem.  It kept showing "Weak Password" even with a password that far exceeds Norton's recommendations.  That problem also seems to be gone and I'm showing a score of 500.  So, Kocojim I think you're clearly on to something.

Bottom line is, make sure WiFi is OFF on any devices connected via Ethernet cable.  Thank you Kocojim.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Don't connect two ways (wifi, ethernet, etc..) to your router (any router). At best you will make your connection unreliable, at worst you will totally confuse your OS. (auto disable wifi on ethernet connect is a handy feature)

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

All: Just following up to see how things stand with you all. Sounds as thought we may have a solution at last!!

Cheers

Retired military (Navy 1980-2002) "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.316 / NCSP 22.16.4.15 / Norton Core v.270 on Android 1.93
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

SoulAsylum:

All: Just following up to see how things stand with you all. Sounds as thought we may have a solution at last!!

Cheers

I know it shouldn't work this way, but if both of the connections were bridging traffic, it would be like hooking one ethernet cable into the same switch twice. Traffic without TTL would circulate forever overtaxing everything. Some smarter switches would disable one of the offending ports.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

I think firmware _191 might have solved the problem.   Previously Core would drop out every four to twelve hours.  With new firmware my Core has been up for the last 40 hours with no drop.  DNS restored to Norton Secure.

Thank you.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

@Kocojim  What is your status sir? It appears we have a solution. As the OP please mark the thread solved if you feel it indeed is as appropriate. Others can then see the solution.  Cheers

Retired military (Navy 1980-2002) "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.316 / NCSP 22.16.4.15 / Norton Core v.270 on Android 1.93
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Solved so far with firmware update _191

Thanks all for their help.

Kudos1 Stats

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

For those having the internet ISP WAN drop-out problem check these two items on your systems. I no longer have the problem and I am running all the Norton recommended settings including the Norton DNS on the CORE (My Security score is 500):

1) Set all "hardwired ethernet" devices to only communicate with the Norton Core through their assigned hardwired ports! (disable WiFi on all of them). 

2) Ensure Core firmware is latest version: 170927_191. Upgraded 18 hours after #1, but still is a crucial requirement.

Everything is working great! #2) The Firmware ..._191 may be the official fix but #1) did it for me 18 hours before the upgrade. In any case I would suggest both are implemented, ensuring ISP/WAN communications reliability.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Great news Kocojim!! THANKS for following up and assisting us in helping you. I hope this is a solution for everyone in the thread as well.

Cheers

Retired military (Navy 1980-2002) "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.316 / NCSP 22.16.4.15 / Norton Core v.270 on Android 1.93
Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

I have the same issue with Core losing communications with the ATT router about once a week.  Requires power off and on of the Core to work again.  I have no hard wired units attached to the Core.   The ATT wireless TV box is still connect to the ATT router with own wireless router.  No issues with the TV when Core stops.

Firmware on Core is 170927_191

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Firmware update _191 is installed.  Worked perfectly for 48 hours then Core connection to my ATT Gateway dropped twice in the last 24 hours.  Thoughts?

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

I thought it was fixed with this:
For those having the internet ISP WAN drop-out problem check these two items on your systems. I no longer have the problem and I am running all the Norton recommended settings including the Norton DNS on the CORE (My Security score is 500):

1) Set all "hardwired ethernet" devices to only communicate with the Norton Core through their assigned hardwired ports! (disable WiFi on all of them). 

2) Ensure Core firmware is latest version: 170927_191. Upgraded 18 hours after #1, but still is a crucial requirement.

Everything was working great! #2) The Firmware ..._191 may be the official fix but #1) did it for me 18 hours before the upgrade. In any case I would suggest both are implemented, ensuring ISP/WAN communications reliability.

But... It failed in the same way again this evening 2017-10-04 at 8pm CDT after operating for over a week! Required a CORE push button reset to restore ISP Internet. Note: my CORE enabled WiFi remains up the entire time. I can print from my iMac ethernet port on the CORE to the wifi printer but just like before the CORE router looses comm with the ISP modem WAN connection!

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Since Firmware v_191 was installed I'm getting less frequent drops, but the drops are still happening.  Not the 2-3 times a day I was experiencing before, but down to 3 times since Oct 2.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Hi @jayarr7 & @Kocojim,

Would you be able to send me logs if the issue recurs, and notify me through a private message? Thank you. 

-Gayathri

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

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

I'm seeing similar issues now.  Turning off WiFi on the Ethernet connected computer and upgrading to _191 helped a lot.  But now I get one of three problems"

1 - Every now and then one of my WiFi will drop off and seems I can't get it connected again without restarting that device.  This does not happen with my Linksys router, only with the Core.

2 - I get "lag" when online almost constantly.  I'm a gammer and also so come online conferring and video.  I didn't have the lag before, but now I'm getting it, also on the Core.

3 - At rare times, I lose connection to the ISP just like @Kocojim does, but not often.   

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Sure.  Can you tell me how to download the logs to send?

Kudos1 Stats

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

@jayarr7 - When the Norton Core app is open, shake your mobile device.  Please put a link to this forum thread in the description field and your username.  Also send Gayathri your Norton Core Serial Number, this will help her find your logs. 

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

I'm having the same problem with losing internet connection to my broadband. Now it is happening daily.

-the only wireless is the Core
-there are no wired/wireless conflicts
-firmware is updated

Currently have my old Buffalo router connected which is working fine. I don't have time to deal with troubleshooting and can't afford to have internet down. Waiting for someone else to come up with a fix for the Core.

Kudos0

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

Hi @jayarr7,

Our previous conversation over Private Message, contained the steps to collect logs. So I've "bumped" that thread for reference. Thank you. 

@BobA546, @Kocojim, @WilliamE Ritchie

I have sent you private messages as well requesting logs. Could you please check your inbox when you get a chance? Thank you. 

-Gayathri

Gayathri R | Norton Forums Global Community Administrator | Symantec Corporation
Kudos1 Stats

Re: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link.

@Gayathri_R, dropped again this morning so I sent you the logs from the app.  Seems to happen more frequently during heavy internet usage such as during video conference calls while also downloading conference files.

This thread is closed from further comment. Please visit the forum to start a new thread.