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Kudos0

Multiple disconnects per day

Anybody else find their Norton Core disconnects multiple times per day?  Mine does it every day, 3 or 4 times.  I tried changing from Norton Secure DNS to ISP's DNS with little to no effect.  Since my wife and I work from home, disconnecting so often is a real problem.

Thanks in advance.

Replies

Kudos0

Re: Multiple disconnects per day

I am having the exact same problem.  Has been happening since I first started using the Core.  I called tech support on Saturday and opened a support ticket.  

Barnarjr, have you tried to send a log file to tech support?  I tried on Saturday and my Norton Core app on my android phone could not upload the file. I suspect the log file is really big with a lot of errors logged in it.  It would be interesting to see if you have the same problem.

To send a log file to tech support, "shake" you phone vigorously with the Norton Core app running.  The shaking will trigger a send box.  I know it sounds weird but that's what Norton designed.

It would be great if you could open a support ticket too.  I would love to get to the bottom of this frustrating problem.

Kudos0

Re: Multiple disconnects per day

Hi,

Thank you for posting this on the forum. I have sent you both private messages. Could you please check your inbox when you get a chance? Thanks. 

-Gayathri

Gayathri R | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Multiple disconnects per day

Same problem here. Averaging 3 reboots a day. 

Kudos0

Re: Multiple disconnects per day

I haven't sent a support ticket yet, but someone at Norton private messaged me asking me to reproduce it.  Unfortunately, that isn't something I know how to do.  It happens seemingly randomly.  Very frustrating.

Kudos0

Re: Multiple disconnects per day

@barnarjr  @Kevin Mckenna1

Open your Core app on the device you are using to access Core. Shake the phone rapidly for 2-3 seconds and a dialog box will appear on the screen asking you do you want to send logs. There will be an area to describe what the issue is. Type it in and send. The folks at Symantec will receive those logs and analyze them for a possible reason 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
Kudos1 Stats

Re: Multiple disconnects per day

Sorry to report Firmware 193 doesn't solve the issue of the Core restarting at least 2x a day.  I sent new logs several minutes after a typical crash last night (this was after Firmware 193 was in place).  Hopefully one of the engineers can diagnose this frustrating problem from the new logs.

Kudos0

Re: Multiple disconnects per day

All: Give this a go and see if anything changes for you. Its a shot in the clouds but small things sometimes fix larger ones.

Restore Core Settings: Note - This is NOT a factory reset follow exactly as stated.

1. Remove power from the Core wait 1 minute and plug it back in.

2. Open your Core app and select set up (versus the login option).

3. Click next through all the setup steps. At one point there is a choice for existing Norton customer, choose this and enter your log-in credentials

4. Select Yes to restore existing settings

5. Allow the Core router to automatically check for the latest firmware updates, apply them and restart as necessary.

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: Multiple disconnects per day

SoulAsylum,

Thanks for the suggestion.  Unfortunately I couldn't locate the existing customer point you described in step 3.  The setup just failed saying "This Core is registered to another Norton account." 

I hate to take the factory reset route but that seems like what I should do next.

Kudos0

Re: Multiple disconnects per day

Thanks for posting this, @F_Mcnab. I will let the team know. 

-Gayathri

Gayathri R | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Multiple disconnects per day

@F_Mcnab Indeed so. My core had the same issue when being setup. Just follow the steps for factory restore and it should come online for you with relative ease. Note - I had to factory reset twice before getting the core to setup so be a bit patient with it. Good luck, let us know if you get stuck on something.

https://support.norton.com/sp/en/us/home/current/solutions/v118380611_core_en_us

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: Multiple disconnects per day

Same here.  Working at home, Wifi randomly turns off at least a couple times a day.  I will try some of the recommended steps above, but not feeling good about this at all....

Kudos0

Re: Multiple disconnects per day

All: Perform a factory restore on your Core. When it asks tell it to wipe ALL your settings and remove the Core from your account. Perform the reset following the app instructions. I performed a factory reset this morning and cleared a lot of small issues with my setup in just 10 minutes. One thing I DID NOT power down the Core but did my modem. Let us know how things did or didn't change.

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: Multiple disconnects per day

For the record, Norton, I'm another user having the exact same problem. It's not encouraging to read so many others are having this problem. Considering returning for a refund. I'm VERY disappointed in this router and would not recommend others buy it.
Kudos1 Stats

Re: Multiple disconnects per day

I'm having the problem talk to Norton support they look into to it  it would be nice if Norton added full  Detailed error logs like normal router has 

Kudos0

Re: Multiple disconnects per day

I'm also using  Firmware 171009_193 and app version 1.22 

Kudos0

Re: Multiple disconnects per day

Hello breda How is your Core configured, bridged to your modem/router from your ISP or NAT-NAT? The latter meaning you cannot bridge the modem your provider gave you and have the Core in one of the Ethernet ports on your provider modem. A little more info would be helpful!!

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: Multiple disconnects per day

Hi, SoulAsylum I have it setup in router mode I have dedicated Cable modem 

Thanks 

Kudos0

Re: Multiple disconnects per day

Making sure I understand correctly, your ISP device is a stand alone modem without built-in wifi correct? Or is it a "combo" modem with built in wifi? If you were using a modem from your provider WITH another wifi enabled router that is another issue in itself. Which setup in the links below best describes how Core is setup?

https://support.norton.com/sp/en/us/home/current/solutions/v118380575_core_en_us

https://support.norton.com/sp/en/us/home/current/solutions/v120684448_EndUserProfile_en_us

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: Multiple disconnects per day

Hi, its the Two devices: modem and router stand alone modem without built-in wifi

Thanks 

Kudos0

Re: Multiple disconnects per day

Thanks again. Is that combo device setup in bridged mode to the Core or do you have the core connected to an Ethernet port on the ISP device?

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: Multiple disconnects per day

Kudos0

Re: Multiple disconnects per day

breda This is how your modem should be setup for the Core. Setting up for xfinity before connecting the Core. https://www.xfinity.com/support/internet/wireless-gateway-enable-disable-bridge-mode/

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: Multiple disconnects per day

This happens ALL THE TIME!
Kudos0

Re: Multiple disconnects per day

A dozen random reboots since v2.07 was released. FIX YOUR F**KING PRODUCT!!!!!!
Kudos0

Re: Multiple disconnects per day

Deleted by me

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: Multiple disconnects per day

Three disconnects in 12 hours.  Wow.

Kudos0

Re: Multiple disconnects per day

I truly believe that, even moving into the month of Dec 2017, that we are all still the quasi "bata testers" for this Core device even this late in its public release.  To have these same reoccuring issues ongoing months after the public release is not acceptable. Recommendation to all: I think that every time Norton updates the core firmware it might be prudent for all of us having issues to factory restart the Core and sign back in until they release the final firmware outside of the quasi "beta testing" period, which is obvious that we are still in.   

Additional edit:  I did this twice now since they released their firmware updates and its worked for me to reset each time to avoid dropouts of my connection.

Kudos0

Re: Multiple disconnects per day

Hi, I have the same problem Norton  support is still looking into this for few mouths now 

Kudos0

Re: Multiple disconnects per day

I just had 8 emails in 2 hours that none was disabled...
Kudos0

Re: Multiple disconnects per day

It seems ever since the latest firmware I seem to be having Core issues.  I've had to reboot the Core 3-4 times within a 48 hour period after the wifi network stays up but the internet drops.  Core light is orange. A power cycle of the Core and everything is fine.  This was an infrequent occurrence prior to. I have also performed a complete factory reset.  Logs sent.

Another annoyance is when this occurs, I can not perform a reboot of the Core via the mobile app, because it tells me there is no internet access. There seems to be no way of connecting to the core via the network itself via a direct ip, it has to use the internet.  If the Core has dropped the internet, I can't access the Core to reboot the core.

Kudos0

Re: Multiple disconnects per day

X_Code_X You are correct. Core in its present form doesn't support a browser interface. I CAN reboot my Core remotely using my Note 4 and on my carrier data. Logs can also be sent from the Core as well when you are off site in the same manner.

When you say: "Another annoyance is when this occurs, I can not perform a reboot of the Core via the mobile app, because it tells me there is no internet access". .

My experiences to date with assisting Core users mostly comes down to incorrect setup of ISP devices and having other devices between the ISP modem and the Core. Since having my Core and on FIOS I have not had one drop of services. From my perspective you are having issues with the ISP service itself suffering packet drops or the modem is refreshing its leases on a regular basis. That headache can be remedied by having DHCP on the ISP device disabled, unless of course, DHCP is required for other services to function such as TV and VOIP phone services. If that device supports WiFi it should also be disabled. Any additional router downstream of the Core should also be setup in AP mode to avoid conflicts on the network as well.

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: Multiple disconnects per day

Hi,

Please try to reproduce the issue with the latest firmware update (v213) and check if the problem persists. Thank you. 

-Gayathri

Gayathri R | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Multiple disconnects per day

This is still a DNS issue for me. My connections lose DNS resolution at least 3 times a day for anywhere from 30 seconds to a couple of minutes. It sure is getting old. Nothing has gone right with my Core without a huge battle. Heck, they didn't even send me the right one. I ordered a Gold one and the box said I had a gold one. Nope.

Working from home and dropping all my connections is problematic when you can't trust your router. Sorry, bank/market customers. I know you're losing tens of thousands of dollars per minute but hey, I'm sure my DNS resolution will come back any day now.

Kudos0

Re: Multiple disconnects per day

Sorry to report firmware v213 did not fix problem.  Instead of Core restarting automatically, it now freezes and needs power cycling 1-3 times a day.
Unfortunately, I have to give up on the Core as it is impacting my work.

I sent the mail-in return RMA request form and supporting documents to Norton about a week ago.  So far, no contact from them.  Does anybody know how long it usually takes Norton to respond to a RMA request?

Kudos0

Re: Multiple disconnects per day

Well, I give up.  I have given Norton several firmware updates and still multiple disconnects.  I finally tried to a reset based on previous discussion.  Now I can't even set the piece of junk up.  It tells me the Core is connected to an account so I need to log in with that account, but when I do that the app tells me I am not logging in with an account that is connected to a Core, which, of course, I AM.  Junk.  I can't even, in good conscience, sell this junk to someone and have them go through the hassles I have gone through.

Kudos0

Re: Multiple disconnects per day

KMP14, I am with you.  I have tried everything suggested in the forums, multiple different firmware version, and nothing fixes it.  I called to find out how to return it but, spent forever on hold before finally giving up for now.  I'll try calling back again later.  If Norton can't supply me a product that meets the basic functionality of a router, then they need to refund my money.

Kudos0

Re: Multiple disconnects per day

I am prepared to just eat the money, sunk cost.  I doubt they will give a refund for me since it has been several months.  Dont even want to spend another minute thinking about it 

Kudos0

Re: Multiple disconnects per day

So for everyone still suffering from this issue, Norton claims to have a fix.  After talking with customer support (who added an extra year of service for my troubles -- everyone should call and ask for this, because dealing with this issue for the last 6 months is ridiculous) I reconnected my Core and it immediately updated the firmware.  Support also told me that UPnP needs to be on, which I already had, and that the DNS settings need to change.  I believe they told me that I should set it to my ISPs DNS, but unfortunately I don't remember for sure (I asked the support rep to send me the exact settings I needed to change, but he sent me instructions HOW to change them, which I did not need, not what the settings should be.)  I will update this thread with further data points as I get them.

Kudos0

Re: Multiple disconnects per day

Hello barnarjr On the Core just select ISP for your DNS, it will automatically detect those values and reboot. As far as a "fix" being suggested from support, I have direct contact with the Core Admin. That person hasn't suggested  a fix is in place as of today. However I will ask for clarification again to validate and repost what I can here.

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: Multiple disconnects per day

This solution to change the DNS from Norton to ISP, isn't that one of the important features of Core to content filter through the Norton DNS?   How does this effect Parental Controls / URL filtering?  Does that still work OK after making that change?

Kudos0

Re: Multiple disconnects per day

X_Code_X.  I have tested the parental controls on both my Windows 10 pc and my IPhone and the Parental Controls work using my ISP (Comcast).  Norton DNS is apparently not needed for it to work.

Kudos0

Re: Multiple disconnects per day

MannyT:

X_Code_X.  I have tested the parental controls on both my Windows 10 pc and my IPhone and the Parental Controls work using my ISP (Comcast).  Norton DNS is apparently not needed for it to work.

Well that's good news, at least!  Glad to hear it, thanks for testing it.

Kudos0

Re: Multiple disconnects per day

This solution to change the DNS from Norton to ISP,

This is not a solution, but a work around until the Norton DNS issues are resolved.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Multiple disconnects per day

All: There was a new statement about Core earlier this morning. Looking for it now it appears it has been retracted. I did see a couple of things within the write-up which were incorrect however nothing as far as WHY and WHAT the cause of all the Core issues since December. Just so that everyone indulges into the same thing at once, please keep in mind things Core ARE 100% CLOUD based. DNS connectivity is therefore in my view a larger part of the issues as it is infrastructure and content delivery related. Hope to have some better news for everyone ASAP!! Note: Android app is version 1.27.2 / iOS is version 1.27, Core firmware is version 223. These are the current of each.

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: Multiple disconnects per day

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: Multiple disconnects per day

All: Your Core firmware should now be at version 226. Do your issues persist?

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: Multiple disconnects per day

I am on firmware 226 and I've run for almost a month now with no disconnects, so I would say that the issue appears to be solved.

Accepted Solution
Kudos0

Re: Multiple disconnects per day

barnarjr Good news indeed. Since you are the OP you can mark the thread as solved if you are confident things have been solved. Others may then see the solution.

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

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