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Kudos0

I cannot recommend the Core until major bugs are fixed

I have been working in the forum since I installed my Core. It has major problems and no solution has been presented in the forums.

Problem 1: Instructions on setting up the Core emphasize setting the modem up in bridge mode but there is no provision in the Core software to login into an internet service provider if the modem is in bridge mode. Service with Comcast/Xfinity requires a login in. If i place the modem in bridge mode, the modem will not perform the internet login. The login information must be provided by the router which the Core does not do. This is a major fault. It means I have two routers on my system, even if the only connection to the modem is the Norton Core. Second, Norton makes a big deal about the security score .... it's a major marketing point ... but the score is diminished by the simple fact there are two routers on the system. This is bad design, bad messaging and bad marketing.

Problem 2: The Core crashes and does not automatically reboot. I have to reboot the Core manually each time this happens. This is not only a nuisance but is potentially a major security issue, especially if a user has installed wifi security systems. Firmware _193 does not fix this problem. This is a fatal flaw.

Problem 3: This is merely a nuisance but Norton can do much better. The Core application, at least my Core application, crashes when I attempt to change the time zone. I am on App Version 1.22. This is a minor problem but is very annoying. 

I was sold on the security concept underlying the Core. I would like a browser based management tool but the application interface is good and for most consumers, way more than adequate.  However, until these problems are corrected, I would advise against using the Core.

Replies

Kudos1 Stats

Re: I cannot recommend the Core until major bugs are fixed

Sorry, to disagree with you on problem #1.  I have Comcast/Xfinity and I have no problems with using the Core.  I have an Arris Surfboard modem->Core no problems and I don't believe I have a Comcast/Xfinity login either.     I also have no problems changing time zones.   I have no crashes, your crashes might be due to you having two routers and your particular setup.

Kudos0

Re: I cannot recommend the Core until major bugs are fixed

Hello DavidGJ

I'm just starting up with the core since on Monday afternoon. I do know that the Core App is on 1.22.2 now, so that needs to be updated. I believe it could take up to 24 hours to do that. I'm still waiting for my Core App to update and will be patient and wait for some help. My firmware is only on 164 so that needs to be updated quite a bit.

Perhaps you can get some help from SoulAsylum. He knows his stuff about Core, even before he had it installed.

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: I cannot recommend the Core until major bugs are fixed

MannyT:

Certainly glad you have had no issues. I've been working with various levels of Norton support since October 7 and my problems persist. My original setup was a Netgear modem and Netgear router. My Xfinity internet account requires a login which was performed at the modem level. When I put the Netgear modem in bridge mode to add the Netgear router, the router setup included a provision to enter the internet login. Since Nortion Core does not provide this function, my Netgear modem cannot be placed in bridge mode. (I've tried it both ways. If the modem is in bridge mode, the Norton Core will not connect to the internet. Installation fails.)

There may be issues with my setup, although Core setup is very basic. There may be issues with two routers. Norton support has not been able to identify them. 

Kudos0

Re: I cannot recommend the Core until major bugs are fixed

Whoops. Brain misfunction. My cable provider is Xfinity/Comcast but my internet provider is Century Link. I have a DSL account. 

Kudos0

Re: I cannot recommend the Core until major bugs are fixed

All: Manny T is spot on and thanks for that input. I'm a FIOS customer and CANNOT use the proprietary ISP device in bridged mode due to TV/VOIP services. Therefore I must use my Core in a NAT-NAT configuration.  With the NAT-NAT configuration I can log into the FIOS modem via my IE interface as before. The FIOS ONLY provides routing for the TV/VOIP services however is NOT protected by Core as the Core is downstream. Comcast/X-finity falls into that category and should be able to be setup accordingly. Therefore I 150% disagree with the OP #1 comment. Core as originally implemented was designed for iOS or Android interfacing due to the issues presented by consumers using a wide variety of browsers and the support that would entail for usage on the part of Norton. More so from a security standpoint. I am sure a browser interface will come at some point, please remember this product is a v1.0 product. As with all new products they come with small issues. This is what the forums here are for. Working out those kinks and making a better product for everyone to enjoy.

Problems #2/3 - If your Core is constantly crashing, due to an app setting change it is more than likely improperly setup and needs another factory reset. I had to initially factory reset my Core three, yes three times after which small issues arose and worked themselves out with each patch release via the live update interface. With security systems the ability to assign static IP's for each camera is now built into the Core app under networking.

@DavidGJ  We have a FULL compliment of users, Guru's and Admins here on the forums whom I am sure are willing to assist you, as we have others in making YOUR Core work as it should. We look forward to assisting you with that if you accept our invitation.  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: I cannot recommend the Core until major bugs are fixed

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: I cannot recommend the Core until major bugs are fixed

Hello Soul

Thanks for the link for David above, only my modem/router isn't listed. I will try to find my modem/router in Verizon FIOS.

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: I cannot recommend the Core until major bugs are fixed

Hi DavidGJ,

Does your DSL use PPPoE?  PPPoE is not supported in Norton Core at this time, although there are apparently plans to support it at some future date.  If you use PPPoE, there are instructions on how to configure your modem/router combo without bridging it that you can follow here:

https://support.norton.com/sp/en/us/norton-core-security/current/solutio...
 

Kudos0

Re: I cannot recommend the Core until major bugs are fixed

All: Comcast / Xfinity does not use PPPoE UNLESS you are using an old antiquated DSL service they may still provide. They DO have older routers still in service that have PPPoE settings built in. However DSL services are most common in rural areas where regular Triple Play, etc services are not yet available. Modern Comcast setups are based solely on the DHCP method to provide more than one service on one device. http://forums.xfinity.com/t5/Email-Web-Browsing/PPPoE-Comcast-Info/td-p/614837

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: I cannot recommend the Core until major bugs are fixed

DavidGJ:

...my internet provider is Century Link. I have a DSL account. 

Kudos0

Re: I cannot recommend the Core until major bugs are fixed

SOJ depending on the model of his modem he MAY have both PPPoE and DHCP to choose from in his settings.

http://internethelp.centurylink.com/internethelp/modems.html

Here is the workaround for using a PPPOE enabled router: https://support.norton.com/sp/en/in/home/current/solutions/v120922438_EndUserProfile_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: I cannot recommend the Core until major bugs are fixed

SoulAsylum:

SOJ depending on the model of his modem he MAY have both PPPoE and DHCP to choose from in his settings....

Here is the workaround for using a PPPOE enabled router: https://support.norton.com/sp/en/in/home/current/solutions/v120922438_EndUserProfile_en_us

I asked the OP about PPPoE because he said he needs to log on to the service, so PPPoE seems like a possibility.  That is also why I gave him the link to the Norton Core PPPoE setup instructions in my earlier post.

Kudos0

Re: I cannot recommend the Core until major bugs are fixed

SoulAsylum:

Thank you for your comments. I appreciate the simplicity and design of the user interface and recognize it is ideally suited to the vast majority of users who have no clue. Norton will improve the security of those users who were probably using routers with default passwords and little or no security. We will all be better off for the improvement. My objection is to the marketing. The security score is highly touted. There is confusion in the Norton literature regarding whether a modem should be in bridge mode or not. If the modem is not bridged, then the the problem of having two routers on the system exists. The constant pop up message in the app reminding the user will only confuse them and it results in a lower security score. The whole point of this is to improve security. How hard would it be for Norton to include in setup the means to provide an internet ID and password if that's what the IP requires?

You may sense frustration in my comments. While I am not an expert, I am not a total novice either. I spent hours on the phone during initial set up with support trying to get my Core to connect. I explained over and over again that my modem was in bridge mode and that my IP required a login. I can't tell you the number of resets that were performed. And, each time the Core was unplugged, I was told to wait 10 minutes before restarting. Nor can I describe the amount of time that was spent testing bluetooth on my phone and attempting the setup from different phones because the tech I was working with believed bluetooth was the problem. These were Norton's instructions. I finally got a tech who told me to take the modem out of bridge mode. Yes, I should have tried that on my own but I was told not to. Silly me.

I turned to the forum for support with the Core crashing issues. So far no success. 

So forgive me if I'm not totally thrilled with the experience. My comment stands. If the Core cannot auto reboot if it loses connectivity, it is a serious problem.

DavidJ

Kudos0

Re: I cannot recommend the Core until major bugs are fixed

My Century Link / Qwest modem uses PPoE. Apparently, there is an enhancement on the way. I would have expected one of the experts I spoke to during the hours spent setting up my Core to have asked this simple question. It would have saved a lot of time. 

Kudos0

Re: I cannot recommend the Core until major bugs are fixed

With Century Link / Qwest and my Netgear router, if I put the modem into bridge mode, Core will not connect to the internet because there is no provision to pass login credentials. 

Kudos0

Re: I cannot recommend the Core until major bugs are fixed

I am aware now but was not aware through much of my frustrating set up that Core does not support PPPoE. Now I know. Would be that one of the experts would have asked this simple question.

Kudos0

Re: I cannot recommend the Core until major bugs are fixed

David If you have the Core/modem in a NAT-NAT setup and its dropping signal the issues are with the modem not the Core. Since Core doesn't support PPPoE at this point.

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: I cannot recommend the Core until major bugs are fixed

SoulAsylum:

Thank you for your assistance. My Modem is a Netgear ADSL2. My internet service is DSL through Qwest/Century Link so I think PPPoE is my only option. I'm not sure I understand how this configuration would keep the Core from rebooting if it loses connectivity. When I unplug it, the Core reboots without issue. 

David

Kudos1 Stats

Re: I cannot recommend the Core until major bugs are fixed

David First setup your ISP provided modem using this article from Netgear, using the info your provider gave you. Directly connect a computer to the yellow Ethernet port on the rear of your ISP modem to access the setup interface. IF this has wireless capability TURN OFF WIFI during the setup process. DO NOT connect the Core router at this time.

https://kb.netgear.com/120/How-to-configure-a-NETGEAR-DSL-Modem-Router-for-Internet-connection-with-Smart-Wizard

https://kb.netgear.com/22005/How-to-manually-configure-the-ADSL-settings-on-a-NETGEAR-DSL-Gateway-with-Smart-Wizard

Once you have verified you have internet service do the following:

Now connect the Core using the white Ethernet cable provided with it. One end to the yellow port on the rear of your modem, the other to the far right port underneath the Core router in the port with the blue globe emblem under it. DO NOT connect anything to the Core at this point. Apply power to the Core router and enable Bluetooth on the device you have the Core app installed on. Depress and HOLD the reset button on the far left for 30 seconds. The Core will perform a factory reset. Then follow the instructions provided. If setup AND activation are successful allow the core to check for updates. Check for a solid glowing white light on the bottom on the Core. At this point setup should be successful.

NOTE: There is another setup scenario where you can attach another router with more than one Ethernet ports to the ISP modem then connect the Core to one of the LAN ports on the second router. Ensuring you also shut off wifi (if capable) on this device as well. If either of these scenarios do not complete setup and activation Core will NOT work with the internet service you are provided as ADSL and PPPoE.

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: I cannot recommend the Core until major bugs are fixed

Soul Asylum:

This sounds like you want me to start over completely from scratch, which I can do but it will have to wait until this weekend. In case I was not clear before, the Norton Core is working .... the problem is that it quits every two or three days and will not automatically reboot. I have to unplug the Core to reboot. 

I confirmed the modem settings. I will perform a factory reset on the Core this weekend and begin again.

Kudos0

Re: I cannot recommend the Core until major bugs are fixed

David, its ONLY a suggestion and I don't want to put you through any added frustration. I believe PPPoE is the culprit with your issue. Maybe there is a way to do "transparent bridging" when you setup the modem. Maybe there is a way to do so within the modem setup interface without having to factory restore the Core. Thus the reasoning for the links I posted above. The wizard shows as DHCP being capable on this modem which in itself MAY be the cause of the issue. Attempt to shut that down and see if the Core responds well after a modem reboot and reconnect.

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: I cannot recommend the Core until major bugs are fixed

Currently PPPOE is not supported by the Core. The only option is the double NAT with a router that supports the PPPOE logins. Yes your Security Score is affected. But as long as you have disabled wifi in the second router, and only connect the Core to the ethernet ports, you should still be secure, despite the score. 

Remember the score is only your score. If you know this lowered score is normal for your setup, that is all you need to watch. If it goes lower than that, you need to investigate. There is no 'ideal' score.

Things happen. Export/Backup your Norton Password Manager data.
Kudos1 Stats

Re: I cannot recommend the Core until major bugs are fixed

SoulAsylum:

Thank you. You comment regarding DHCP was one I had not seen before or missed. I disabled DHCP and rebooted the Core. I'll leave it at that for now and see if it solves the issue with my Core losing connectivity. I have 30+ devices all of which have been custom named. I would prefer not to have to go through the process again but if the Core disconnects again, I will do a factory reset.

Thank you for your help.

Kudos0

Re: I cannot recommend the Core until major bugs are fixed

Thank you Peterweb. I'm learning all this as I go.

Kudos0

Re: I cannot recommend the Core until major bugs are fixed

You are most welcome David. We all are end users here on the forums and our goal is to get you setup and you enjoying your product if at all possible.

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: I cannot recommend the Core until major bugs are fixed

Thank you, looks like I may be back to square one though. When I emailed you, I thought I had DHCP turned off, apparently that wasn't the case. With DHCP actually turned off, internet did not pass through to the Core. (On this device, Device Mode must be set to modem + router and DHCP must be enabled)  I also had to do a factory reset on the modem to get back in the management screen. Not sure why that was required. Long story short, back to the original settings but with a factory reset on the modem. I think I'll leave things alone for now and see if the modem reset had any impact.

Thanks again.

Kudos0

Re: I cannot recommend the Core until major bugs are fixed

Thanks for the update. I will monitor the thread over the weekend.

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: I cannot recommend the Core until major bugs are fixed

So .... my Core crashed again today ... 6 days from the last reset. Do you know when Norton might choose to officially support PPPoE? Is it possible the Core is defective? Would I gain anything by contacting Norton support directly? If, I can't get this to stay live, I need to return the product and get my money back. I can't use a router that randomly crashes.
Kudos0

Re: I cannot recommend the Core until major bugs are fixed

Hello again David. A time frame for PPPoE support is not something anyone here would know about until it is in fact released through a firmware update. As we have said PPPoE/DSL is the reason Core is crashing due to your DSL modem dropping its link with it. If bridging your DSL modem was done and has not corrected your issue unfortunately the only recourse is to return the core for a refund or hand tight for a firmware update supporting PPPoE.

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

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