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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.

It failed again this morning. Thread: Core drops communication with broadband modem about once a week requiring core reset to re-establish internet link. Same symptoms as always, losing WAN link to cable modem only! Incedent #8
Kudos0

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

Wow!!!! Mine JUST failed same way! It hasn't done it in since I don't know when! It's been working 100% since V202 or some like that, and I've done nothing different, nothing added or taken away, I was just using it! I wonder if they re-introduced the bug from an old rev?

FYI: Here's what I done, it may help Norton techs or someone! First I done a simple reset from the iOS app, didn't work. Then I power cycled w/about a minute of off time and that's it, came right back. I also noticed the link light Core to vendor equipment (Arris TG1682)  never went out, it showed link ok. Arris was running fine and had internet, but the Core said no internet connection. Also, noticed Core wifi was fine, but not the Ethernet.

Hind-site, I should've sent a log report while it was down, but...

Cheers

Jim The Greek
Kudos0

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

Ok the new firmware did not even work one day! Running I Phone ap 1.27. Core firmware ver 223 successfully installed on Dec 19. After 13 hour run it failed again. Same symptoms as always, losing WAN link to cable modem only! Incident #9 reported!
Kudos0

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

Running iPhone ap 1.27. Core firmware ver 223 successfully installed on Dec 19. Another failure this morning. Same symptoms as always, losing WAN link to cable modem only! Incident 10 reported. Looks like the new firmware is even worse! When can we expect a real solution to this problem?
Kudos0

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

I don’t think the log report works when the core is down with no internet connection.
Kudos0

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

I was tempted to connect this thing again after the new firmware was posted, but it looks like there is no need.  I have not used this thing for more than a couple of days in a row since I got it because of the issues, giving Norton a chance to fix them.  I also just found it doesn't even support IPV6.  smh

Kudos0

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

Running I Phone ap 1.27. Core firmware ver 223 successfully installed on Dec 19. Another failure this evening. Incident 11 reported. Same symptoms as always, losing WAN link to cable modem only! New firmware is worse than ever, three failures in 24 hours! You got to be kidding. What is being done to fix it!
Kudos0

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

Have you thought of returning Core for a new one? Sounds like it may be a defenctive one!
Jim The Greek
Kudos0

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

@skoutariotis.   Dropping the internet connection is a software/firmware problem that Norton engineers are working on.  I've been told by the Core product manager that it is not (so far) a hardware problem.  Many people are experiencing the drops.  If you see that your Core drops the internet and does not reboot and recover, you'll want to stay tuned in this forum.  

Kudos0

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

All: Core firmware is now at version 223. This release addressed the issue where "memory corruption" would cause Core to reboot. Can you confirm you have the update and whether your issues improved?

https://community.norton.com/en/comment/7752251#comment-7752251

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

dmystic134 When IPv6 functionality becomes available it will be announced here: https://support.norton.com/sp/en/us/home/current/solutions/v123797159_EndUserProfile_en_us

Please note: IPv6 is not of standard usage across the internet at present. Here are some reasons why:

https://insights.sei.cmu.edu/cert/2008/09/ping-sweeping-in-ipv6.html

https://www.theregister.co.uk/2017/01/18/net_boffin_ipv6_needs_hardening_against_fragmentation_attacks/

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

It actually got worse with 223. Three drops in 24 hours! Good today so far
Kudos0

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

It ought to, even w/no internet, it can save for later when internet returns. Only way to find out what happened, NOT after the fact! It shouldn't be a problem to do a mem dump and save for later xmission!

Hopefully some one can dispel the rumor it doesn't work w/o internet or relate the problem to tech support!

Cheers & Happy holidays to all!

Jim The Greek
Kudos0

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

Presumably the logs from the app are transmitted via your cell connection.  

Kudos0

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

Think about it, how does the core communicate with the smart phone when internet is down? I don't think the core has any cell telecom capability. Only Internet through the Ethernet which is down. It does have bluetooth to the phone but I have shaken my phone and sent incident reports when I was far out of bluetooth range and only when the Internet was restored. In fact I don't believe I ever got an incident # confirmation when I tried it while no Internet. It does not use the wifi either even though my wifi remains on with no internet. I have shaken sent and received incident confirmations at work far out of range of my home wifi and bluetooth but only after Internet was restored. It most likely sends the saved log info residing in the core as it exist when it is restored and requested. Just do it as soon as you restore Internet.

if it did respond when down, it would be great if I could shake/send/restore Internet service on the damn thing remotely all at the same time. No... we have to be there personally or worse, have our already mad as hell less than understanding spouses/users do a hardware reset.

Kudos0

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

I'm not a techie.  I assume the Core is connected via bluetooth to your cell phone app, when your phone is not connected to internet via Core.  If the Core's internet connection is down, wouldn't the logs get to Norton by the cell's internet connection via LTE?

An aside, my core has not dropped with 223.  And maybe right after I send this....it will drop....

Kudos0

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

Kocojim, I like that, “... have our already mad as hell less than understanding spouses/users...” I KNOW the feeling! Not sure what you mean of “it does not use WiFi...” Just to be clear, in my case all devices were communicating with the Core, of course w/o internet, but WiFi WAS functional. Now in regards to sending logs with or w/o internet, IDK! But that can easily be tested there with the techies in conjunction with Norton programmers!
Jim The Greek
Kudos0

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

What I meant is that the smart phone ap does not appear to use WiFi directly when communicating with the core. My WiFi remains up when I lose the internet too. But my phone can no longer see or respond to the core while the internet is down even when on the same still working WiFi. It needs a working internet Ethernet to communicate with the core. Also that is why it can work to send reports even from work. The ap is simply commanding the core through the internet to send its log reports through and over its internet channel with or without an active WiFi. You can turn WiFi off on the core and it works hardwired just fine and still communicates/responds to the phone ap just fine if the internet channel is working. Also note the core does not need the ap to do its normal router work. It works with or without an active phone ap! The ap however is pretty useless without an internet connected core except during initial set-up using Bluetooth.
Kudos0

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

Kocojim, I tend to differ! As you can see from my post of my last internet loss, first in months, I was able to work on the Core via WiFi or even perhaps Bluetooth, IDK, but I was on the core, but no internet & was able to do a soft reset, but didn’t fix it, until power cycle.

Jim The Greek
Kudos0

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

All: I had an incident at 7:23 am EDT this morning which will reflect some light on things in this thread. And may provide some answers to lingering questions as well.

At 7:23 am I found my smartphone, which is the phone used with the Core app, TOTALLY unresponsive to a game that I check first thing every morning at coffee time. The phone's wireless indicator showed connected to the Core so I proceeded to check Core via the app and see if there was an issue. I got a screen showing "no internet connection", screenshot #1&2. I checked Core connectivity to the other devices on the network and found them ALL with internet access BOTH wired and wireless. Core light was bright white and NOT flashing. See screenshots # 3 - 6. I then disabled wifi on my smartphone and attempted to open the Core app again. This time it opened. I then found a device showing connected to the network when it was more than 10 miles away (screenshot # 8). And that her phone as well as mine had "time limitations reached" when ALL devices on the network are in the "Shared" group under people, with "unlimited" access and NO parental controls or filters set. See screenshot #9, I figured out our two smartphones were the devices being blocked and corrected.

Boilerplate: Logs DO NOT send via smartphone data plan when the Core app shows no internet connection that is valid or invalid as in my case this morning.

Core and ALL devices other than the 2 which had time limits set on them (which I have never had set in the first place) remained connected as the Core was actually still up. My smartphone was being blocked by the Core app which is Android version 1.27. This version's release notes state a fix for memory corruption which I BEG TO DIFFER as having been corrected. My settings being changed through no actions on my part validate that. Core itself remained UP and performing as it should.

TWO soft resets and all is back to normal.

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

I think it is time to chalk this one up to experience. I think the router is bricked. Status ring showed internet connection but no connectivity to any device. Attempts to access the router from the app froze. Power on reboot did not help. 

Back to my old router indefinitely since there is no way to access the Norton router to do anything. With my old router I have my happy home back. EXTREMELY DISAPPOINTED IN NORTON!!!!

Kudos0

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

I think my brother-in-law's bricked today too. The ring keeps changing from amber to white and he has no connectivity with either the WiFi or Ethernet. I switched him back to the old WiFi and Ethernet and all is good, using the same cables. Very disappointing.

Kudos0

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

@Confused, I am color blind but I am pretty sure my ring was solid white, but I had no internet access whatever from any device. Including the app. A power-off reset does not work and I can’t do a factory reset from the app.

i may plug it back in occasionally to see if it is still capable of getting a download that may fix the problem, but I can’t afford to stand by waiting with no internet and hence no smart home control.

When I pre-ordered, I assumed Norton would know better than anyone how critical their products can be to the enterprise. Alas, apparently not.

Kudos0

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

I thought you can do a factory reset by pressing the reset & hold for 30 some seconds or so.
Jim The Greek
Kudos0

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

Hi folks, The “unable to connect to cloud” error should be resolved for you now. If you're still seeing this error with your Norton Core, I recommend that you try this potential workaround:

  1. Reboot your cable modem
  2. Then reboot your Core

Please let me know if this resolves the issue for you. Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

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

All: Factory reset can be done with or without the power button scenario:

https://support.norton.com/sp/en/us/home/current/solutions/v118380611_core_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.278 on Android 1.93
Kudos0

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

Hello

No  connectivity with 2 Android phones. I can see the Core has a solid, white light on the bottom. The Core App on my Android cellphone shows no internet on my Core. Restarting my cellphone of course doesn't help. This has been going on for hours. My desktop is hard wired, so I guess my desktop is working ok. My hubby hasn't gotten off the couch to see if his laptop is working since that is wireless. My Core was working fine for almost 2 months. Unfortunately, I can't get up to try anything with the Core itself.

I just had read Gayathri's Announcement and then I looked at the Core App and noticed my weather program wasn't working. I looked at the Core app and it says no Internet. All I could do was to shut down my phone and then restart it, but no go.

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

Floplot, have you tried to restart the core FROM the app?

Jim The Greek
Kudos0

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

Disconnect the wifi from your phone and try connecting to the core app with the cellular connection of your phone.

Kudos0

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

Just curious, Can any cable be used? cat 5, 5e or 6?

Kudos0

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

Yes!
Jim The Greek
Kudos0

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

But suggest 5e unless you’re going extra long distance, which I doubt! 5e should be able to handle the bandwidth!
Jim The Greek
Kudos0

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

Here is some information on the difference between those cable specifications.   https://lifehacker.com/5994163/whats-the-difference-between-these-ethern...

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.

Whichever type you choose to go with, one thing to keep in mind, DONOT mix, otherwise you’ll run at the speed of the slowest type, waste of money!
Jim The Greek
Kudos0

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

Thanks for the link and info. From the little understanding I have about cables, I was thinking that the cat 6 had a little more insulation that might help keep out any microwave interference, since the router is "coming out of the closet" to sort of speak. Happy New Year.

Kudos0

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

In regards to Core dropping communications, it just happened again! As I said before, extremely rare prior to v223!
Jim The Greek
Kudos0

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

Core SUPER slow or unable to establish connection with various servers. If I connect to my vendor WiFi, connects immediately & no it’s never a questionable site! I’m starting to not liking the Core, I’m not sure the stress it causes me is worth it & neither am I sure Norton will EVER fix issues or at least any time soon! As far as security, all of MY family devices are running NAV. I know my IoT devices would not be protected, but I’ll have some decent speed!

Jim The Greek
Kudos0

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

Hello

Have you tried changing the DNS server in the Core? Try changing the CORE DNS servers to ISP servers. Also if your Computers have received the Windows Updates for the CPU fixes are supposed to slow down the computers.

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

Team,

I am the original creator of this thread way back in September 2017 and have been through all the firmware changes and suggested solutions since version 191 to 223 and we still had the issue of losing the internet that always required a hard push button or power reset of the CORE to restore it communicating with the ISP modem and the internet. Until early Jan 2018 the problem was always the same, the CORE would stop communicating with the ISP WAN (amber status CORE) and I always had local wifi in the house, just no internet without the ISP WAN communication. Then I started getting the same symptoms still requiring a CORE reset to restore, but now the CORE status remained white and the WAN connection on the ISP Modem appeared to be blinking, but still no internet until a CORE reset/re-power was executed. 

About two weeks ago I decided "Enough was Enough" and I could no longer wait for Norton to fix this very annoying problem. I pulled the plug on the CORE router and decided to replace it. Being a mostly Apple hardware household (iMac, iPhones, Apple TV's, iPads, etc. and the fact that it happened to be on sale at Best Buy, I replaced the Norton CORE with a brand new Apple AirPort Extreme router.

I could not be more pleased. I installed it less that 15 minutes and everything was up and running. I have not had a single outage or problem since I replaced the Norton CORE with Apple Air Port Extreme about two weeks ago. My network may not be as secure as it was with the CORE and the CORE mobile app was pretty cool at being able to monitor my local/wifi network and user usage from anywhere with my iPhone, but that feature was pretty useless when the CORE lost the internet and the loss of the internet makes the most secure router pretty useless anyway.

I will continue to use my Norton Security Subscriptions/Features on my devices and I will have to see about how to return the CORE to Symantec, it is an item that never has worked as expected, and hopefully I will get some money back from Symantec. 

Good Luck!

Kudos0

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

Kocojim, I know how you feel! As you can see from my last post, I feel the same. I’m strongly considering taking the leap to less stress too! VERY disappointed at Norton!
Jim The Greek
Kudos0

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

Floplot, if you change to the ISP DNS, wouldn’t that reduce the Core’s security? After all, the Core’s security is the ONLY reason we’re sticking with the Core, at least it’s the reason I am!
Jim The Greek
Kudos1 Stats

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

Kocojim, new firmware update V226 addresses your issues. Chk it out!
Jim The Greek

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