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Kudos8 Stats

*** Don't call tech support, their Core Servers are down 12/22/2017

Admin Edit - Dec 23 2017:

This issue has been resolved, with most customers reporting that the “unable to connect to cloud” error has been fixed for them. If you are still experiencing this issue, please try this potential workaround:

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

Thank you for your patience while continue to work on this issue.



I sat on the phone for hours to find out that the Norton Core server's are down.  I lost DNS and could not reconfigure it to use local ISP.  I reset the device and it would give me a cloud connection error.  After spending hours on the phone waiting for technical support, the engineer told me that the servers were down.  Give them 24 hours.  Unplug and rewire until it comes back up.

I thought I would share this information so that you will not have to wait half a day to get them on the phone.

Replies

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Kudos0

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

W     T      F....................   So many unresolved issues with this piece of crap device since getting it.  I work in the medical field and absolutely need my internet access to be available when I need it, or at least have an option to reboot into another DNS via CORE if necessary, but NO!!!!!!!!!   Not today!!!!!!   Had to use my Tmobile hotspot just to get online.  So, reading between the lines: a top rated AV company gets attacked/hacked and their DNS server drops.  There is no CORE default in CORE to fallback to our ISP or Googles DNS for the duration of the outage.  No method in place or available for customers to switch the DNS automatically so we can assess the internet!!!!!   

We are NOT your quasi beta testers norton!  Dug out my old ASUS router and disconnected this crappy CORE so that I can have reliable internet connections.  

Im done with with this failed CORE!

Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

Hi everyone,

I'm very sorry there hasn't been more contact with you all about this issue. The current status as off Dec 23rd at 12:00am ET, this issue has been resolved for most customers reporting the“unable to connect to cloud” error. That said, we're concerned that some customers may still be experiencing this issue. For those that are, please try this potential workaround:

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

Thank you for your patience while continue to work on this issue.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

That's not good enough.

You're sorry you had an issue for HOURS and YOU did nothing to communicate with your victims?  I think it's time Symantec clean house at Norton and get people in there that know what they are doing and how to communicate with their customers/victims.

We were down all day and you only bother showing your face once it's back up with absolutely no explanation as to why YOU didn't communicate with us or as to why your system failure took us offline?

Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

Agree with Jason. Not good enough by far, Norton! Coming on a forum after the fact with no explanation, no stated plan to prevent this happening again.  We have routers because we rely on WiFi and expect it to work. When there are times that the system has a failure we expect to be kept updated. You could have and should have put a notice on the app. That would have at least prevented a bunch of us from resetting the Core multiple times to no avail, wasting the better part of a day trying to fix something we had no control over.  

Kudos0

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

There should be some way to put this on their support page. I tried resetting several times over 5 hours and finally just swapped my ASUS router in for a test. It worked great. Norton needs to fix this. Nothing as simple as a DNS going down should stop the router from working for a long period of time. Availability is often more important than security. This is very disappointing to say the least. Not even their support web page indicated the outage. 

I also agree needing  WI-FI runing to set up the product, and not be able to load it from a PC via USB or something similar is crazy, there should always be a straight forward way to recover modem even if you don't have a cell phone that is working.

This is nothing that somebody else hasn't said, but this is ridiculous and I wasted half of my day off chasing their this down.  I only found out today that this was the cause of the problem 

Kudos0

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

All: Nothing official has been posted about a DNS server going down or any other reasons for the outage yesterday. My suggestion is please try these instructions to get your Core online:

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

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

Norton also won't let you cancel automatic renewal of your subscription today.  It would of been simple to have a message on tech support line yesterday instead of the black hole on hold.

Kudos0

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

SoulAsylum,

I get that you're here to fanboy for Norton but here are the facts:

Our routers were taken offline due to an issue with a Norton server.

They lacked the integrity or concern to even notify us there was an issue.

In a stunning move of cowardice the "Admins" only bothered showing up in the forums IMMEDIATELY AFTER the issue was resolved but were nowhere to be seen during the issue.

It is very likely that their systems, and our data, were compromised and they had no way to detect or prevent it until it was too late.  Then they come on here pretending to be sorry that they decided to leave us in the dark and not communicate anything with us while we had zero use of our routers.  They have shown that they do not have the integrity as individuals and as a company to alert us to a problem.  If there was a hack/data theft we cannot count on them to let us know.

Kudos0

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

Jason_Koneman Please check your PM inbox for a message.

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: *** Don't call tech support, their Core Servers are down 12/22/2017

That is ironic.

should the issue recur, please send me a text to let me know.

Or call me to let me know.

Or something. anything.

I shouldn't have to let you know. you should already know.

Yes?

Kudos0

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

Merry Christmas all! Now that the blasted Core is up and running again I am still having intermittent issues with dropping signal. It doesn't last long but it is annoying nonetheless. Anybody else still having some problems? 

Kudos0

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

The Core issue has evidently returned.  I cannot get on the internet through my Core but when I run an Ethernet cable from my AT&T modem directly to the computer, I can get on without any issue which was the same thing that was happening on Friday that was so very frustrating.

Kudos0

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

Same issue in Houston. Core is useless now
Kudos0

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

Earlier on December 24th I could play WoW but loading Facebook, checking email, bank account, etc would take forever to load. After unplugging and plugging my Core back up it all started working great again.

I really hope they get all this ironed out and soon!

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