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Kudos0

Losing internet connection

I just received the core and installed it yesterday.  I am now losing my connection constantly on my desktop and laptop.  This is extremely frustrating.  What can I do?

Replies

Kudos1 Stats

Re: Losing internet connection

HI @cbabstock,

Does this issue still persist? Are you seeing any error message? How frequently are you losing internet connection? I have sent you a private message requesting additional information. Could you please check your inbox when time permits? Thanks. 

-Gayathri

Gayathri R | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Losing internet connection

I have to reboot (unplug) the unit ever 3 to 4 hours as it looses the Internet.  I have TW and use a bridge connection.  I had no issues prior to this installation using a FIOs G1100.  Even after the firmware update the unit fails to keep a connection. 

Kudos0

Re: Losing internet connection

I am having the same issue, it started a few days ago.  I may have coincided with the latest firmware install, but I'm not positive.  Each time it requires a power reset then it works for a few hours, then it happens again.

Kudos0

Re: Losing internet connection

Same here. Had to POR the Core after the 180 update and then each day since. Light on Core goes amber and lose the Link light on the modem.

The best way to predict the future is to invent it. Alan Kay (Xerox PARC)
Kudos0

Re: Losing internet connection

I am having the same problem it goes offline constantly, a reset fixes it for a day or so, Also using a FIOS G1100.

Kudos0

Re: Losing internet connection

Tons of people are having the same issue....all over this forum.  It's getting frustrating!!!!!

And I want my Core to work!!!

Kudos1 Stats

Re: Losing internet connection

Hi,

I'm sorry you're experiencing this issue. Could you try the new Firmware Update v.191 and send me a private message if the issue persists? Thanks. 

-Gayathri

Gayathri R | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Losing internet connection

My iPhone Core app v1.18 does not allow me to update firmware.  There is no arrow or response to a next step when I click on Firmware version.  Options?

Kudos0

Re: Losing internet connection

@jayarr7

Have you re-booted the Norton Core since the firmware update last night?  (Unplugging, waiting 30 seconds, and plugging back in.)  If not, I'd recommend giving that a try.    Let us know the results. 

Kudos0

Re: Losing internet connection

My iPhone app is v1.18, the latest I believe and in the about/software section for firmware I can NOT click nor see an arrow that allows me to go to next step in the update.  I am still on -164

Thank you!!!

Kudos1 Stats

Re: Losing internet connection

Hi @jayarr7 - I hate to be a stickler but you didn't clearly answer if you unplugged your Norton Core today and plugged it back in.   It should have updated on its own early this morning, but like other computer devices, perhaps it just needs a manual re-start.   

Kudos1 Stats

Re: Losing internet connection

Apologies, I will re-start when I get home in about 90 minutes.  Thanks for nudging me.  

Kudos1 Stats

Re: Losing internet connection

OK, re-started and yes indeed, I got the firmware update _191.  Running OK.  Will check back with you in the morning to see if I get any drops.  Thanks for all you guys are doing.  As I said earlier, I like the concept of this device and want it to work.  

Thanks.

Kudos0

Re: Losing internet connection

jayarr7 Anything to report?

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 1803 / build 17134.319 / NSBU 22.15.1.8 / Norton Core v.267
Kudos0

Re: Losing internet connection

My Core is up and running with firmware update to _191. All seems to be running OK for the last 40 hours.  

Kudos0

Re: Losing internet connection

@cbabstock  What is your current status? Following up as you are the original thread poster.

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 1803 / build 17134.319 / NSBU 22.15.1.8 / Norton Core v.267
Kudos1 Stats

Re: Losing internet connection

solved so far with firmware update _191

Kudos0

Re: Losing internet connection

All: The solution in another thread is ensuring wifi is disabled for ALL hard wired connections on the Core. Firmware update to _191 seems to be a part of the solution as well. Just a heads up, update your firmware and give these settings a try. Allow us to know your results.

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 1803 / build 17134.319 / NSBU 22.15.1.8 / Norton Core v.267
Kudos0

Re: Losing internet connection

All: I'm following up. The Core app is now on v 1.20.2 and Core firmware is at v193. Do you all have these updates and what is your current status? Thanks in advance.

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 1803 / build 17134.319 / NSBU 22.15.1.8 / Norton Core v.267
Kudos0

Re: Losing internet connection

Same app and firmware.  Dropping less, about once every three days, instead of 3-4 times a day.

Kudos0

Re: Losing internet connection

Thanks again jayarr7. It appears the original poster is not keeping up with the post. Hoping we can get a status from him at some point.

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 1803 / build 17134.319 / NSBU 22.15.1.8 / Norton Core v.267
Kudos0

Re: Losing internet connection

Same with mine.  App and Firmware updated, crashing still, but less frequently.  Unable to send logs as requested because the app can't connect to the router until it is power cycled.

Kudos0

Re: Losing internet connection

jam123 When you have the app connected shake the phone and send those logs. Symantec will add them to the ongoing solution for the fix.

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 1803 / build 17134.319 / NSBU 22.15.1.8 / Norton Core v.267
Kudos0

Re: Losing internet connection

All: The android app is now v1.22 / iOS is v1.22.3 / Core firmware is v193. Have you all received these updates and have they resolved any of your issues?

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 1803 / build 17134.319 / NSBU 22.15.1.8 / Norton Core v.267
Kudos0

Re: Losing internet connection

I'm on iOS app version 1.24, my Core f/w is 171102_202.   Just had to power cycle my Core because:

  1. 5Ghz SSID was nowhere to be found (which I mainly use)
  2. 2.4Ghz SSID was present, but joining it showed "no internet"
  3. Could not reset router from app because the Core was "offline"

At least a few times per week my wifi network SSID just "disappears" only to reappear a few mins later.   I have my old Netgear router that I've set up in AP mode to help (finally) with coverage in my house, but I think this intermittent issue throws it off completely so I've had to disconnect it (devices connecting to it "believe" they are online, but are really in some la-la land).   Let me know if any logs would help here.

When did 202 come out, today?  I'm wondering if that's what caused my Core to get into the mode described at the beginning (a first for me).

Kudos0

Re: Losing internet connection

blue _avatar It sounds as though your Core was updating and needed a reboot? I had that happen more than once with my Core 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 1803 / build 17134.319 / NSBU 22.15.1.8 / Norton Core v.267
Kudos0

Re: Losing internet connection

Internet dropped again. Yesterday. On 202.
Kudos0

Re: Losing internet connection

SoulAsylum, yep could be the case.   I'll monitor the situation and see if I encounter any more disconnects.   Will also power back up the AP too.

Thanks!

Kudos0

Re: Losing internet connection

Doh - the problem still exists.   All my connected devices lost internet.   Had to power cycle the Core to restore.   Still shows it's on 202 so this time it's not due to any updates...

Kudos0

Re: Losing internet connection

All: Those of you who are still having your issue shake your phone for 2-3 seconds. A window will appear for you to send logs. In the comments field type the issue(s) you are having, AND your Core serial number along with your forums username. That will tie the logs to you when they are reviewed.

blue_avatar, something in your setup is not correctly setup.

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 1803 / build 17134.319 / NSBU 22.15.1.8 / Norton Core v.267
Kudos0

Re: Losing internet connection

The next time I lose connection I will send logs.   Quick question: should I send logs before or after power cycling the Core?

Also @SoulAsylum, if something is not set up correctly for my Core, what would you recommend to fix it?  Should I factory reset it?   Aside from enabling UPNP to support Plex and enabling some parental controls, I haven't done much else -- and also these power cycles were only needed recently (past week).  I've owned the Core since August.

Thanks!

Kudos0

Re: Losing internet connection

blue_avatar Send those logs before reset if the app will function. As for your Plex media server you shouldn't have to enable UPnP for it to connect. It should connect to the 5G side of your network as any other device should. Have you tried that setup?

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 1803 / build 17134.319 / NSBU 22.15.1.8 / Norton Core v.267
Kudos0

Re: Losing internet connection

SoulAsylum, thanks I'll give the logs a shot before reset.   As for the UPNP, that was so I can enable external access to my server  (outside my network).   I just tried turning it off and once again I lost the ability for external access.  This is a setting I haven't really bothered to change since I got the Core back in August.  

Thanks

Kudos0

Re: Losing internet connection

Thanks for the feedback. The UPnP protocols are susceptible to vulnerabilities thus the reason for Core disabling it by default. Do you have a double NAT setup? Have a look at this article, maybe something there is being missed regarding your PLEX and remote access on the Core. Personally I wouldn't allow anything UPnP to auto connect but rather set the ports manually as it states in the article. : https://support.plex.tv/hc/en-us/articles/200931138-Troubleshooting-Remote-Access

Does your Netgear router in AP mode have DHCP enabled or disabled? It should be disabled and connected via Ethernet to the Core. Otherwise there will be conflicts. If I understand correctly that is the way you have it setup?

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 1803 / build 17134.319 / NSBU 22.15.1.8 / Norton Core v.267
Kudos0

Re: Losing internet connection

SoulAsylum, Is there a way to access the logs when the Core is amber?  I've not sent my logs on this issue because I always need to power cycle the Core prior to accessing it, and just assumed it was of no value at that point.  Please advise, and thanks.

Kudos0

Re: Losing internet connection

Indeed there is. Do it as I had suggested earlier. The app should send the logs. MAKE SURE you include your forums user name and Core serial number in the comments field so the logs are tied to you.

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 1803 / build 17134.319 / NSBU 22.15.1.8 / Norton Core v.267
Kudos0

Re: Losing internet connection

SoulAsylum,

I'm not sure if I have a double NAT setup, I would hope not.   If you're referring to my AP also using some form of NAT I can only guess it isn't, since there was no option for me to specify DHCP or anything when putting it in AP mode (a lot of options are grayed out).   I'm using my old Netgear R7000, which has instructions here for AP mode (that I followed): https://kb.netgear.com/24104/How-do-I-change-my-Nighthawk-router-to-AP-m...

As for the UPNP, it's been a while but I did look at that Plex link some time ago when I wasn't getting the connections working.   I recall my old router used port forwarding, which at the time was not available for the Core.   So I can definitely switch to port forwarding again, now that the Core supports it.

Thanks!

Kudos0

Re: Losing internet connection

Hello again. You said: I'm using my old Netgear R7000, which has instructions here for AP mode (that I followed): https://kb.netgear.com/24104/How-do-I-change-my-Nighthawk-router-to-AP-m...

Whatever your ISP device is it should be the 1st device in the network and directly connected to the Core WAN port, with the blue globe icon. Your Netgear R7000 should go downstream. If you have this router BETWEEN your modem and Core WITH its wifi enabled that IS an issue. Wireless on this device MUST be disabled and it in standard AP or bridged mode.

Using the PLEX device you most definitely will need to port forward that device so it will setup correctly. Make sure the PLEX goes onto the 5 ghz network and setup there. You can add a priority device there in those settings on an as needed basis.

https://support.plex.tv/hc/en-us/articles/200264746-Quick-Start-Step-by-Step-Guides

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 1803 / build 17134.319 / NSBU 22.15.1.8 / Norton Core v.267
Kudos0

Re: Losing internet connection

SoulAsylum, I am actually not using any equipment provided by my ISP, I've replaced with devices I own.  Below is my current setup:

ISP --> Cable Modem --> Core --> R7000 in AP mode using same SSIDs as set up in the Core (this is a preference when configuring AP mode).   All connected via wired connections.   I don't believe it's possible to have general wifi set up on the R7000 when selecting AP mode, a lot of it is using a wizard-like interface.   It was literally some radio button choices and button clicks to set it up that way, per that Netgear page.

My Plex server is a PC that is hardwired to the Core, so no wireless needed there, but in case I do decide to use wireless I'll keep your instructions handy.

Thanks!

Kudos0

Re: Losing internet connection

blue avatar. Your setup looks good. Just ensure that your R7000 in AP mode has wifi disabled as well as its DHCP. Those are the only two concerns I can see. Set the PC being used as your PLEX to QOS.VOIP in your devices then set it under network settings as a "priority device". You can tap 24 hour time limit and save multiple times to get a longer duration.

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 1803 / build 17134.319 / NSBU 22.15.1.8 / Norton Core v.267
Kudos0

Re: Losing internet connection

Thanks SoulAsylum.   I just experienced the connection loss earlier today, and sent over some logs (incident ID 6) before power cycling the Core.   Same symptoms, devices connect to the router but no internet.   The app also reported the Core as offline.   Also noticed the f/w is now 207.   Maybe an update did it?   I've also had my AP turned off this whole time just to help test the internet from the Core itself, to reduce the number of variables.

Kudos0

Re: Losing internet connection

Indeed there could have been your firmware update. Check your notifications in your app for the date and time for comparison to the event. See if they match.

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 1803 / build 17134.319 / NSBU 22.15.1.8 / Norton Core v.267
Kudos0

Re: Losing internet connection

Thanks SoulAsylum, I checked the log and it seems the update happened a couple days before the incident.   I also was just surfing the web a minute ago and suddenly lost internet.   Browser reported DNS_PROBE_FINISHED_NO_INTERNET ... sent over a log to see if it would help.   The connection icon on my screen didn't change, and looking at the Core I saw the ring light was steady white.   Not sure what the hiccup was.   But after a few minutes the internet was restored. 

Has anyone else experienced these intermittent disconnects and recoveries (no need to reset or power cycle)?

Kudos0

Re: Losing internet connection

Hi @blue_avatar

I have sent you a private message requesting additional information. Could you please check your inbox when you get a chance? Thanks. 

-Gayathri

Gayathri R | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Losing internet connection

blue_avatar Have a look at these settings on your device having the issue (computer).

Go to the settings of your network card under "device manager". Highlight
your device then right mouse click. Select "properties, then uncheck ALL
boxes. Save.

Also under the advanced tab check -> Speed and Duplex, set to the value: 100 Mbps Full Duplex
(or as applicable for your speeds) Save and reboot your system. Recheck for your issue.

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 1803 / build 17134.319 / NSBU 22.15.1.8 / Norton Core v.267
Kudos0

Re: Losing internet connection

Done, and thanks.  Issue is becoming more frequent.

Kudos1 Stats

Re: Losing internet connection

It would significantly reduce the difficulty caused by the issue, if the app could connect via the local area network or bluetooth to the Core to trigger the Core reboot.  We keep the router in a secure / locked room to avoid physical tampering, so every time this happens, its a noticeable disruption to physically access the device to cycle the power.

Kudos0

Re: Losing internet connection

jam123:

It would significantly reduce the difficulty caused by the issue, if the app could connect via the local area network or bluetooth to the Core to trigger the Core reboot.  We keep the router in a secure / locked room to avoid physical tampering, so every time this happens, its a noticeable disruption to physically access the device to cycle the power.

^ This.  Became obvious to me over the holiday weekend.  It somewhat adds insult to injury.  The limitation that the only way to access the Core settings to reboot the Core is over the internet, even though I'm on the local network with it, is worthless when the issue is that the Core is dropping the internet. It becomes, in essence, its own little saboteur. 

Kudos0

Re: Losing internet connection

@Gayathri, I've replied to your note, thanks.

@SoulAsylum, Thanks!  I've made the changes and will keep on the lookout for any power cycle hangs.  I did note that I temporarily lost internet twice within a period of about six hours after making the changes.   Each time the Core ring light was blinking like it was reset ... and after a few mins internet was restored on its own.   I sent logs both times with my forum ID and Core serial.

Kudos1 Stats

Re: Losing internet connection

This is a first:  Core dropped internet but the ring light did not turn orange.  It was a steady white.  This is the second time today Core dropped.  

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