• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

This forum thread needs a solution.
Kudos1 Stats

Lag issues while gaming

So far the Core is working mostly as expected. In terms of throughput, it is as good as anything else I have owned in the past, so no issues there.

However, we are a gaming household (PC primarily) and with both Rocket League and PUBG, we are getting intermittent lag spikes. The appear to occur at random intervals within the space of 1-2 minutes and last for 1-3 seconds. I haven't noticed any issues with streaming video, although I imagine buffering would largely take care of that problem.

In any event, is anyone else experiencing this? I'll need a solution before too long or I won't be able to continue to use the router.

Thanks.

Replies

Kudos3 Stats

Re: Lag issues while gaming

There is a setting in the Core app where you can set device priority. I do not have the Core yet, so I cannot guide you to the setting. Just look for something about Devices and look for Priority. Set your gaming devices as a priority device, and that should reduce any lag.

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

Re: Lag issues while gaming

It's a good suggestion, but I tried that already. That setting appears to be related to bandwidth, and I am nearly 100% confident my issue isn't bandwidth. It feels more like packet loss.

Kudos0

Re: Lag issues while gaming

Have confirmed that this is definitely a router issue by trying it on multiple PC's in the my house. Haven't tried with the Xbox yet. After some further consideration, I'm wondering if this is happening because of the DPI. Is it possible to remove a device from DPI inspection, even temporarily?

Kudos1 Stats

Re: Lag issues while gaming

jbanghart - Thanks for sharing your experiences!  I'm waiting on my pre-ordered core, so this is helpful to know what's coming when it arrives.

I've read there is a "Network Inspection" setting (https://support.norton.com/sp/en/us/norton-core-security/current/solutio...) which may affect performance.  Have you tried it?

It's also possible the DPI adjusts itself a bit based on destination and device being used.  I wonder if your XBox might work better than your PC while gaming.  I'd love to hear any experiences that people have with XBox One performance.  

Kudos1 Stats

Re: Lag issues while gaming

@Bzim yeah, that seems to be it. I disabled inspection for the 30 minutes it allows and the problem went away.

The good news is that I can make the problem go away when I need to, but obviously disabling protection, even for 30 minutes is sub-optimal. I'll trust that Symantec will figure out why this is occurring and fix it in a future update. Even if I could disable protection for a subset of systems for a longer period of time, that would work.

Thanks all.

Kudos0

Re: Lag issues while gaming

@JBanghart - Thanks for the update.  Would love to hear about the XBox experience (both enabled and disabled) when you have a chance to try it.

Kudos0

Re: Lag issues while gaming

Disabling DPI does not remove ping spikes for me, neither did prioritizing my device help. For me, these ping spikes occur also when watching videos on Youtube or after connecting to the WiFi network - wired connections seem to be fine so far.
Kudos0

Re: Lag issues while gaming

Hmmm. Definitely aren't having those problems. Streaming works flawlessly so far, on both wired and wireless. 

Kudos1 Stats

Re: Lag issues while gaming

Thanks @jbanghart. I've let the team know about this issue. Can you give me some more details on what's happening? Thanks.

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

Re: Lag issues while gaming

The problem has occurred with the three games will play online: Rocket League, PUBG, and DOTA 2. At seemingly random intervals, although rarely more then a few minutes apart, we get network lag errors from the games. Practically speaking, the games just simply stop, like zero traffic is getting through. After a few seconds it comes back, so we aren't getting fully disconnected. 

This problem occurs when in Default or Advanced inspection mode. When inspection mode is off, the problem goes away. To me, it seems like packets are getting hung up in a queue, and then released a couple second later while the Core tries/finishes/gives up trying to analyze them.

I have tested this by bypassing the Core and going directly into the FIOS router and the problem doesn't occur there. Problem wasn't occurring with my Netgear router, which I had in place for almost year before getting my Core the other day.

The problem doesn't occur while streaming video, but I would expect that buffering would probably hide any lag, or the Core isn't analyzing that traffic.

I'm happy to share logs or whatever if that would be helpful.

Kudos0

Re: Lag issues while gaming

Thanks for the update. I've made the team aware of the additional info.

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

Re: Lag issues while gaming

I am having the same issue while playing Diablo 3. Sometimes the game stops for 2-3 secs and then it resumes. Is there a solution or something I can try to avoid these lagging issue?

Thank you.

Kudos0

Re: Lag issues while gaming

Wanted to report the same issue. Like jbanghart, it seems to be isolated to wireless, as wired connections seem fine thus far. In my case, I was noticing it via Steam In-Home streaming, which has worked flawlessly with my old routers, even over wireless.
Kudos0

Re: Lag issues while gaming

Just to be clear, my problem exists with BOTH wired and wireless, on multiple PC's, all running Windows 10.

Kudos0

Re: Lag issues while gaming

Hi everyone,

I am experiencing the same issue with gaming online, the one that I have a big issue is Fornite (Epic game) I don't only lag I lose connection to the game completely, I connected my old Asus router and I am not experiencing that issue anymore. I notice as well that I lose connection if I am helping a family member with TeamViewer the connection terminates after 30 minutes, its seems the router is clearing the ports being used terminating the session.

Kudos0

Re: Lag issues while gaming

this is how it looks pinging google from Norton Core, I was downloading a big file and every 5 minutes keep disconnecting my download.  Connect my old router and get perfect ping to google.

File Attachment: 
Kudos0

Re: Lag issues while gaming

Hi any update on when this issue will get fix? the lag is unbearable!!!

Kudos0

Re: Lag issues while gaming

Yes, this issue is under investigation by Norton Core team.

Support team will update this thread with the progress. 

Kudos0

Re: Lag issues while gaming

Thanks folks. I've requested logs from a few of you via private message. Please let me know if you need any assistance. Thanks for your help in trying to resolve this issue.

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

Re: Lag issues while gaming

@jbanghart - if possible, could you tell me the date/time/timezone of when you experienced the lag? Thanks.

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

Re: Lag issues while gaming

Eastern time zone. Happens every time we play, usually in the evenings, but at various times on weekends.

Kudos0

Re: Lag issues while gaming

Thanks. I'll let the team know. I appreciate the quick response too!

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

Re: Lag issues while gaming

Same issue on Battlefield 1 and World of Warships.   I have the same settings above and still have the same issues as author above.  I replaced the core with FIOS G1100 and have no issues, reconnect and lag spike and loss of the internet connection happen on a regular basis.   

Kudos0

Re: Lag issues while gaming

Same in Overwatch. Suddenly the pings shoot over 400 for me, and I have a 60 MB download and six MB upload connection. I removed the router and replaced with my original, and the problem stopped. I have decided to place the core back into use to conduct further testing, but now it sounds like this is an issue across the board. It seems like gaming was not considered for this device. I am hoping that the team will remediate this soon as this seems like an unfortunate issue. I look forward to an update.

Kudos1 Stats

Re: Lag issues while gaming

All: We are still investigating this issue. 

Do we have anyone on this thread that is experiencing lagging issues while using Xbox / PlayStation or all the issues here related to PC based games?

Kudos0

Re: Lag issues while gaming

I assume this is because most PC games use - contrary to consoles - P2P connections for either VOIP, chat and/or are P2P based with no real dedicated server - which is why the traffic isn't on the list of trusted connection as it comes and goes to other people rather than a server with a static ip.
Kudos0

Re: Lag issues while gaming

That's an interesting thought, but I'm not sure that it quite right. Both PUBG and Rocket League depend on dedicated servers, and the issue isn't that I can't connect and play, it's just lag spikes, then the game comes back and plays like normal for a bit.

I forgot to mention this earlier, but prior to having the Core, I was playing around with a WatchGuard T10, which also does DPI, domain filtering, etc... and never had this problem.

Kudos0

Re: Lag issues while gaming

A better way to ping when you finally start to get good results with the command you are using now:

ping -t -w 768 -l 1472 -f IPaddressHere

This will send max MTU sized packets. You would want target your Norton router (and the next local device past it if you have one), and the first two hops on the traceroute outside your local network.

The default packets sent by ping are 32 bytes (+28 bytes of IP/ICMP overhead), which are relatively small packets. The command above sends 1472 sized packets (+28 bytes of IP/ICMP overhead), which is the MTU (unless you are on DSL).

Kudos0

Re: Lag issues while gaming

I just wanted to comment that as soon as I switched from my old router to Norton Core, I have had the same issues.  The lag is throughout the network and spans multiple applications.  (Video, Gaming, etc) Is it possible that we just got a bad batch?  Should we return for a new one just to check?

Kudos0

Re: Lag issues while gaming

We're seeing a lag/stall problem constantly with numerous games, including Overwatch and League of Legends. This is even on a wired connection. It happens every 1-2 minutes. The only way to resolve this gaming issue is to disable the Network Inspection temporarily. We've also seen a few odd stalls streaming to our Apple TV, that didn't happen before the Core.

Kudos0

Re: Lag issues while gaming

My son is having the same issue with various computer game such as Overwatch. Gets ping spikes every few minutes of up to 900ms. Also getting rubberbanding effects. Have a Fios Quantum Router and have tried a number of options including setting up Fios route to act just as a modem with the Core as the primary router (if you try this you need to contact your provider to register the core or you lose your internet access) and had the same issue. For me, disabling the network inspection did not seem to help. Hope Norton staff can solve this problem since I really want to be able to use the device.

Kudos0

Re: Lag issues while gaming

I'm definitely interested in this being resolved a resolution as well.  I ended up canceling my pre-order because I can't use the Core until this issue is fixed.  Given there hasn't been much communication from Norton on this thread (and others have reported issues returning the Core), I just wasn't confident in completing the purchase.

Look forward to re-considering in the near future!

Kudos0

Re: Lag issues while gaming

My son confirmed the performance issue with Xbox One gaming as well (over WiFi)... very annoying and disappointing.

Kudos0

Re: Lag issues while gaming

I have the same issue with Quake Champions, PUBG, Quake Live, and any other frequent network usage game. The game lags for up to 5 seconds, making it unplayable. My connection is wired and I have put my pc as the Priority Device, with no difference. Games that require low latency are effected.

Kudos0

Re: Lag issues while gaming

Yep same with World of Warships, thank goodness I found others suffering, I was beginning to think it was me!

Game lag at start up have to disable Auto-protect in order to play, although with it not disabled I can sometimes enter the game with it freezing.

Kudos0

Re: Lag issues while gaming

I put my old router back in so I could game. If this isn't fixed soon I am going to look to return this Norton Core router.

Kudos0

Re: Lag issues while gaming

Any updates or an estimated ETA on a fix? Anything Symantec?

Kudos0

Re: Lag issues while gaming

Historically, Norton doesn't give time-frames for fixes, but I believe this one is on their radar.  

Kudos0

Re: Lag issues while gaming

Same issue with Tom Clancy's Rainbow Six Siege.  Lagging (or dropts?) make it unplayable since installing Norton Core.

Kudos0

Re: Lag issues while gaming

I am also seeing this issue. Happened as soon as the Norton core was added, previous router was fine. Is there a place we can see the status of tickets submitted by the field and upvote on the issues?
Kudos0

Re: Lag issues while gaming

If numbers of people having problem matters, count me in also.

Had to take machines off of the Core and use my old router.

How long will I be sitting around with my useless new router?

Kudos4 Stats

Re: Lag issues while gaming

Full transparency:

We (the development team) want to have the best secure router and keep the game ping latency to the minimum. 

We think we have managed to identify the problem. We are evaluating few potential possible fixes. No ETA for a final fix at this point.

Kudos0

Re: Lag issues while gaming

When the fix is available, will I be able to plug in the router and it will auto-update?

What is the return policy if this fix doesn't work?

Kudos0

Re: Lag issues while gaming

Any updates should be downloaded after plugging in the Core.

If you want to return the core, you only have 30 days from receipt. See this Norton KB article, and scroll down to the Core Return section.

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

Re: Lag issues while gaming

I don't want to return the core, I want one that works correctly. If I wait for this update and it doesn't fix the issues then I am stuck with a router that I paid good money for and I have no use for. I understand giving people a window of time in which the item may be returned, but in this case I would think that showing some understanding and support for your customers who have been using your products for years would be warranted.

If you are able to fix the issues that many people have reported with the router then I have no desire to return the router, but if the issues are not fixed, or can't be fixed, then even if the amount of time between purchasing the router and returning the router is more than 30 days a return of the item should be allowed.

Is this something that you or your company is willing to do? I would like to continue supporting and using Symantec products. Please make this an environment that makes me, and others, want to continue doing so.

Kudos3 Stats

Re: Lag issues while gaming

I think I brought this up before, but I'll rehash it since several more people have jumped in.

I get that the router has to perform some intensive scanning and processing in order to its job, and I don't think anyone wants it to not be good at its job. I was using a Watchguard T10 before this, and as far as I know, it was doing the same kind of scanning but without the lag spikes. So, at the bare minimum, that means that it CAN be done. I get that Symantec hardware/software isn't Watchguard hardware/software, but still, it's informative.

I would also be fine with the following solution:

  • The ability to disable the scanning for longer periods of time, at least a couple of hours
  • Or ideally, the ability to disable the scanning per device for longer periods of time. My EcoBee and Alexa don't need to play games. :)

Anyway, I'm confident you guys will get this resolved, because other than this issue, I'm very happy with my purchase. It does what you said it would do, and I can see the potential for what it can do in the future.

Don't give up!

Kudos1 Stats

Re: Lag issues while gaming

I agree with jbanghart's last comment. Could not have said it better. I was contacted by Norton to get a download of the files from my router. They are clearly working on this issue. I really like the router and believe they will be able to solve the problem and am willing to give them the time needed to properly address the issue. The option of being able to disable the scanning per device for longer periods of time would be a solution I could live with.I am very happy with all other aspects of the performance. Looking forward to a solution in the near future.

Kudos0

Re: Lag issues while gaming

Any updates yet on the lag? I've got 3 boys who live for video games on the weekends and the word "LAG" is a real debbie downer in this house, especially when one of those boys is an Aspie!  I have used Norton for years and was expecting a much better product than we received. 

Kudos0

Re: Lag issues while gaming

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.270 on Android 1.93
Kudos0

Re: Lag issues while gaming

It's lag issue on norton dns itself even itold them about issue they said they are working as of now change dns on norton core until it is fixed

This thread is closed from further comment. Please visit the forum to start a new thread.