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Kudos0

Core loses internet everyday at same time

I have had the core setup for almost a year now. I have been having an issue or two but this one is very problematic. Every day around 11am or 12pm it loses its internet connection. Nothing connected to it directly or with wifi works and the app says it is not connected to the internet. To fix this I have to unplug it, wait a moment, and then plug it back in. This happens ever single day at the same time. Any idea what I can do to fix this?

Replies

Kudos0

Re: Core loses internet everyday at same time

Hello TheThird. First things first. What app are you using, iOS or Android? Secondly what is your current Core firmware version? Core firmware should be version 267. I know the Android app is version 1.83, the iOS app is up to version 1.83 as well. There are other reports that users on the iOS app are having issues with the app not synching with the backend (cloud) properly but none that I have seen are getting a total service drop.

I would check your ISP device lease times and/or contact them regarding a total service drop if indeed that is what you are seeing. Before doing so power cycle BOTH your ISP device and Core simultaneously. Watch for the drop to reoccur at the given time. Let us know your results, we can assist further.

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 17763.194 / NSBU 22.16.2.22 / Norton Core v.270 on Android
Kudos1 Stats

Re: Core loses internet everyday at same time

That really sounds like the ISP lease renewing.  If you take no action does the connection re-establish on its own?

Kudos0

Re: Core loses internet everyday at same time

Hello again The Third. Checking to see what your status is with the service drops. Did you follow any of the suggestions we gave you? If so we'd like to hear your results to assist further if needed.

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 17763.194 / NSBU 22.16.2.22 / Norton Core v.270 on Android
Kudos0

Re: Core loses internet everyday at same time

Hello The Thing

Did you have this issue with connection drops before you got your Core? If you have Cable connection, it sounds like either your Node has been oversold or you have a problem due to network traffic.like when every one comes home from school and/or work. These are just some other possible causes besides the one mentioned by SOJ.

Have a Good Night and

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.16.2.22 Core Firmware 270 I E 11
Kudos0

Re: Core loses internet everyday at same time

Sorry, I didn't see the notifications. I will try to answer the questions and provided as much detail as I can. I am not very knowledgeable when it comes to this stuff so bear with me.

I am using the Android app V1.83, Core firmware V267.

I have Fios and I have to continue to use their router for the box's so the core is connected to it. I am not sure what you mean by lease times but the Fios router never loses its internet connection. I have tried unplugging everything and it still continues to happen every day around 11/12. Like I said, if I cycle the core it starts working again right away till the next day. It has never reconnected without me doing this.

I did not have this issue before getting the core or for the past year using the core. I dont think it would be due to traffic as it happens every day at a time when no one is here during the week most of the time.

Kudos0

Re: Core loses internet everyday at same time

Hello

SoulAsylum and I have Verizon FIOS also and we have to use their Router for TV and phones. If you take the Core out of the picture, do you have the same problem? Is your Gateway or whatever modem/router you are using in good condition? Do you restart your computer at least once a day?

Have a Good Day and

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.16.2.22 Core Firmware 270 I E 11
Kudos0

Re: Core loses internet everyday at same time

No, the Fios router does not lose internet, only the core. I would think it is in good condition as I dont seem to be having any issues with it. Some of the rooms in the house have Tivo which are connected to the Fios router through the cable and they continue to work fine. My pc is restarted at least once or twice a day. It is connected directly to the core but everything on wifi also has no internet when this happens. When this occurs again tomorrow I am going to connect my pc directly to the Fos router just to double check.

Kudos0

Re: Core loses internet everyday at same time

In your FIOS router, log in with the credentials you have for accessing it. Scroll over to the "advanced" tab at the top of the page. In the area below go over to the far right area or the one where "IP Address Distribution" is shown and click it. You should now see the name of your main network listed below. Click the network name in blue lettering. You should now see the screenshot below. Go down and check your lease time number. It may be at a very low value and needs to be changed, note that I have mine set for 9999. Change to the value you wish and save your settings. Exit the advanced area and reboot the router after logging out. Tell us if this helped with the Core timing out issue when you can validate the time frame. As an added note: disable your WiFi on the FIOS device if you have not done so already.

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 17763.194 / NSBU 22.16.2.22 / Norton Core v.270 on Android
Kudos0

Re: Core loses internet everyday at same time

Some of the rooms in the house have Tivo which are connected to the Fios router through the cable and they continue to work fine.

I have a TIVO, internet, and phone setup from my cable provider. Each service is separate from the others. I have had times where the phone would not work, but internet and TV were fine. And any other combination has also happened. No internet, but phone and TV OK. TV out and internet and phone OK.

Maybe check the logs in the router to see what is reported around the time of your drop outs.

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

Re: Core loses internet everyday at same time

I understand each service is separate, I meant to say the Tivo service was working and I can use the apps like HBO or Hulu.

When I got home today the core wasn't working again so I connected my pc to the Fios router and it was working fine.

I went in to the Fios router and the lease time was set to 1440/24 hours which makes sense, I changed it to 9999. Hopefully this fixes it but dos that mean this will still happen once a week?

Kudos0

Re: Core loses internet everyday at same time

Setting to 9999 on my FIOS device just renews the lease automatically at almost exactly 7 day intervals, I never see any drop in Core services or the FIOS device. Your setting was set for the 24 hours cycle you were seeing the drop. What I don't understand is why the lease on your side doesn't just renew in a continuation without a signal drop to Core. With the changed lease setting now present and a reboot of your FIOS device you shouldn't see another 24 hour Core drop. If you DO see that happen again FIOS should get involved. You are most likely seeing enough of a signal drop from your ISP for Core to lose its signal.

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 17763.194 / NSBU 22.16.2.22 / Norton Core v.270 on Android
Kudos0

Re: Core loses internet everyday at same time

I haven't had a chance to post the last couple of days, but nothing has changed. Its still losing internet everyday at the same time. I dont know if this means anything but before restarting the core the other day I tried logging into the Fios router and I couldn't. Maybe these are one and the same but it seems the core is acting as if it is not connected to the Fios router at all.

Also, is there anyway to access the core when it has no connection? When I try to use the app it says I cant access the core in till it has an internet connection.

Kudos0

Re: Core loses internet everyday at same time

Hello again The Third. When you said:

I dont know if this means anything but before restarting the core the other day I tried logging into the Fios router and I couldn't.

If you do not have connectivity via ethernet on your FIOS router when these outages occur, the issue lies with FIOS and a service drop. When your FIOS router drops its signal Core won't detect a connection to the internet and will therefore not be on the internet. Your wireless may continue to connect to Core although in actuality its offline as well due to the FIOS drops. Contact FIOS and have them diagnose your connectivity. We are here to help going forward.

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 17763.194 / NSBU 22.16.2.22 / Norton Core v.270 on Android
Kudos0

Re: Core loses internet everyday at same time

Forgive me if I am not explaining it or understanding you correctly, as I said I am not the most knowledgeable in this area.

The Fios router never loses its internet connection. I have checked this by still being able to use my tivo apps and by connecting my pc directly to the Fios router as well as my phone through its wifi. Nothing connected to the Fios router ever loses its internet connection expect for the core.

What I was trying to say is, my pc is connected to the core which is connected to the Fiois router. So right now I can log into the Fios router by going to its ip address. When the core loses its internet connection I can no longer log into the Fios router. To me, this seems to imply the core is acting like it is not connected to the Fios router at all when this happens

Kudos0

Re: Core loses internet everyday at same time

The Fios router never loses its internet connection. I have checked this by still being able to use my tivo apps and by connecting my pc directly to the Fios router as well as my phone through its wifi

Having your wifi remain enabled on your FIOS device can cause conflicts with Core. I read your post to state your FIOS device was also dropping. In all, what specifically do you have continuously connected to your FIOS router, wireless or otherwise, other than Core? Core cannot protect those devices when they aren't on the main Core network or its wifi. Those devices, if there are any, can be causing Core to drop. Just getting some clarification on my part.

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 17763.194 / NSBU 22.16.2.22 / Norton Core v.270 on Android
Kudos0

Re: Core loses internet everyday at same time

The only things continuously connected to the fios router are the Verizon cable box's and tivo box's. I only connected my pc and phone to make sure there was no issue with the fios router. I just disabled the fios wifi. I didn't know that could cause an issue but like I said the core has been working fine for the past year.

Kudos0

Re: Core loses internet everyday at same time

TheThird   and  SoulAsylum

Can you access logs on the FIOS modem/router? Are you able to check logs for the modem to see if anything is being reported around the time of the dropouts?

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

Re: Core loses internet everyday at same time

Hello peterweb

If The Third knows his username and password for the modem/router, he should be able to access the router on the web and then see the Logs. Having the FIOS Wifi on might have caused the issues also.

Have a Good Night and

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.16.2.22 Core Firmware 270 I E 11
Kudos0

Re: Core loses internet everyday at same time

I have looked at the logs but there is a lot of information there and I am not sure what I should be looking for.

Kudos0

Re: Core loses internet everyday at same time

Turning off the fios wifi did not fix the problem.

I ran into another issue that maybe could be related. Last night I connected a new device to the guest network and as soon as I approved it the core lost its internet connection and I had to restart it.

Kudos0

Re: Core loses internet everyday at same time

The Third. Before all else, shake your mobile device with your app installed. Core should give you a screen where it will send logs. In that area please put in the link to THIS forum and your initial post. Include your forums user name, Core serial number and a description of the issue you are having. Logs will be sent and will then be tied to your user name. Also send a PM here on the forums to Gayathri_R so she can see the logs tied to you. Please allow some time for her response.

If all else fails. Perform a factory reset on the Core, as painful as that would be. DO NOT allow the previous data stored in the cloud for Core re-populate, setup as you normally would. If things do not get better from there I would otherwise, contact support at this point and ask for a router replacement.

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 17763.194 / NSBU 22.16.2.22 / Norton Core v.270 on Android

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