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Kudos1 Stats

Core Requires Existing Router Between Itself and Modem

My initial CORE setup was going great until I got the dreaded "Unable to connect to cloud message." I did all of the recommended fix attempts to no avail. The next day I chatted with Norton and the first suggestion was to plug the CORE into my existing router rather than directly to the modem. I just assumed this was a temporary step. After hooking into the router, the install and setup completed successfully. I then asked if the router had to stay inline permanently, which I stated was really not what I had expected or wanted. Norton support said yes, the old router was necessary but I could try without it. I have since tried to plug directly to my modem (after turning off power, etc. to both mode and CORE for 15 minutes) and the CORE will simply not connect. I put the old router back into line and the CORE starts properly. I suppose I could reset the CORE and start over with a direct attachment, but I had tried that step at least a dozen times on my first attempt to install.

I verified with my provider (RISE broadband) that they do not use PPPoE.

Given the fact the CORE does work, just not directly connected to the modem, any suggestions?

Replies

Kudos1 Stats

Re: Core Requires Existing Router Between Itself and Modem

Hello CeeDeeMac What manufacturer and model is your modem and is your service DSL/ADSL? Knowing the modem will answer a lot of questions up front.

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 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
Kudos1 Stats

Re: Core Requires Existing Router Between Itself and Modem

My service is not DSL/ADSL. My provider is RISE Broadband. This is from their page, "Rise Broadband provides an Internet connection via a wireless antenna system." Unfortunately, the modem is on the antenna, 30 feet in the air. I am requesting the modem info but it might be a day or so. 

Kudos1 Stats

Re: Core Requires Existing Router Between Itself and Modem

Ahh, you are a satellite internet customer. That then makes the use of your router mandatory for use with Core. Noting that you ONLY have a wireless connection to your modem Core has no direct way to connect to your network except through your router. 

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 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
Accepted Solution
Kudos1 Stats

Re: Core Requires Existing Router Between Itself and Modem

Not exactly. I am NOT on satellite. It is called wireless broadband internet. It uses cell technology between their towers and the antennae on your house. After the signal reaches the tower, the connection is a normal, wired service. 

However! I have resolved my issue. I am guessing the MAC address of the CORE router was not being allowed to connect. After chatting with a RIDE tech, he said "What is your MAC address?" I gave it to him. He responded, "Give me two minutes and then connect the CORE directly." I did and am now typing this note with the CORE being the only router involved.

 Any other user on this sort of technology with connection problems may just have to let their provider know to do whatever magic it takes to get the CORE mac address accepted.

Kudos0

Re: Core Requires Existing Router Between Itself and Modem

Glad you have a solution, albeit one your ISP should have resolved for you long before.

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 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
Kudos0

Re: Core Requires Existing Router Between Itself and Modem

Whenever you connect a new router in place of an existing router, you need to release the DHCP when you unplug the old router so that the new router can obtain an IP address and access the internet.  It sounds like the tech may have released and renewed the DHCP lease for you, freeing it up for the Norton Core.

Kudos0

Re: Core Requires Existing Router Between Itself and Modem

Thanks for that insight. However, as soon as I switched routers, the chat window disconnected right away and would not re-connect. I could not ask the tech! I had no way of getting the same guy back.

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