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Kudos0

Norton Core fails to connect to Hiawatha Broadband Inc. (HBC)

This post is for anyone in Minnesota that has Hiawatha Broadband Inc. (HBC) internet. HBC is expanding fiber networks into Minnesota communities. My Belkin N600DB Wireless Router works fine with HBC. Norton Core refuses to connect to HBC. I currently have Norton Core connected to a LAN off of the Belkin and I can connect via WiFi to the Norton Core. I spent over 3 hours on the phone with Norton Core support on Friday, August 11, 2017 before finally getting to the point of using the LAN off the Belkin before the Norton Core iPhone app actually finished setting up the Norton Core. Case # 32211816 was opened by Norton Core support. The logs from the iPhone Norton App were also submitted to Norton Core support. I am hoping for a fix next week but I expect it will take longer to work out the interface issues between Norton Core and HBC fiber. It appears to be a problem in the interface specification implementation.

Labels: Firmware

Replies

Kudos0

Re: Norton Core fails to connect to Hiawatha Broadband Inc. (HBC)

Arthur Howard we will take a peek into the retrieve logs and try to help out here as soon as possible. 

Kudos0

Re: Norton Core fails to connect to Hiawatha Broadband Inc. (HBC)

@Arthur I am also following this thread. I am having basically the same problems with connecting my Metronet Fiber provider.

Accepted Solution
Kudos1 Stats

Re: Norton Core fails to connect to Hiawatha Broadband Inc. (HBC)

Norton Core firmware has been successfully updated to version gateway-app-fw-together-prod-s-release_170815_156 on Aug 16, 2017, 04:06.

I found the above on my Activity Feed on the Norton Core app on my iPhone today. So I disconnected the Belkin N600DB Wireless Router that was a bridge to the Norton Core and connected the HBC ISP directly to the Norton Core. After a few 'burbs' and a disconnect, and after multiple power off and power (I did this by unpluging the power cord) on the Norton Core it finally hooked up to stay on the HBC fiber network. Nice! In the process I saw blinking white, solid white, blinking amber, and then back to solid white. Then it finally went to solid white and my internet connection works! There was also an error message that asked for an upload of the error logs.

I think this may solve the fiber problem for me. It was obviously a firmware problem in the Norton Core. I hope it stays fixed.

Kudos0

Re: Norton Core fails to connect to Hiawatha Broadband Inc. (HBC)

Thanks @Arthur Howard. Please keep us posted on the status, we are very interested to know if this issue is resolved for you.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos2 Stats

Re: Norton Core fails to connect to Hiawatha Broadband Inc. (HBC)

@Arthur Sounds great!! The firmware update also corrected my problem of not being able to directly communicate with my Metronet Fiber Provider. Now, does anyone need an ole router? 

Kudos0

Re: Norton Core fails to connect to Hiawatha Broadband Inc. (HBC)

Comcast requires a modem reboot if the modem is in bridge mode and you switch to a router with a different MAC address. Maybe that is common with fiber providers as well.

Kudos0

Re: Norton Core fails to connect to Hiawatha Broadband Inc. (HBC)

The Norton Core has been running successfully on HBC fiber for about 24 hours with no problems. I consider "Norton Core firmware has been successfully updated to version gateway-app-fw-together-prod-s-release_170815_156 on Aug 16, 2017, 04:06." to have fixed the problem of Norton Core initially failing to hook up to this fiber ISP. 

Thanks to the Norton Core team for the fix!

Kudos0

Re: Norton Core fails to connect to Hiawatha Broadband Inc. (HBC)

Hello Tom,

The firmware update yesterday, August 16, 2016 fixed the problem.

Please extend my "Thank you" to the Norton Core team.

Art

Kudos0

Re: Norton Core fails to connect to Hiawatha Broadband Inc. (HBC)

Hi Art, absolutely! Thank you for coming back to us with the update - we appreciate knowing it has been fixed.

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

Re: Norton Core fails to connect to Hiawatha Broadband Inc. (HBC)

Hi Tony.

It looks like we are back to square 1. After the latest firmware update the issue has returned. 

Norton Core again no longer connects to HBCI. I installed a TP-LINK (Free to me but costs $24.99) to interface to the HBCI ISP modem and then connected the Norton Core to the TP-LINK. It still seems to me that Norton Core is in Beta Test.

The HBCI modem is a Calix 721 GE ONT Serial # <removed>. This modem is mounted outside the house on a wall. Every time I call support with a problem they want me to either give them the name of the modem or unplug the modem to restart it. I have no idea where the power plug is. I finally took a picture of the modem but in doing so I had to take a screw driver and open up the HBCI sealed box on the outside of my house. The basic problem is that the Norton Core does NOT connect reliably with a fiber network.

https://www.calix.com/ is the URL of this major player in the commercial fiber world. Norton Core engineering needs to talk to Calix. The modem I have is: https://www.calix.com/systems/p-series.html

*** Start of quote.

The following is directly from the Calix P-Series website:

Calix P-Series

The Calix P-Series is the industry's broadest portfolio of innovative, standards-based optical demark outdoor ONTs for residential and business services. Calix is the most widely deployed fiber access vendor in North America, with over 1000 service providers deploying today. Calix has a long history of innovation in fiber access, including our unique auto-detect technology supporting both 2.5 GPON or point-to-point Gigabit Ethernet.

**** End of quote.

Please reference Case # <removed>.

Another comment is that the Norton Core support folks who answer the telephone are not well trained or versed in router terminology. They appear to be flow chart folks just following a script and if anything is different they are totally lost as to what to do. None of them so far can understand why the modem is not in the room with the Norton Core router.

I hope the Norton Core software/engineering team can fix this router in the next year. If not, I am returning if for a full refund. Yes, you read that correct. Since the Norton Core is in Beta Test I am giving them a year to fix the connection problem to fiber networks. All networks are eventually going to be fiber and Norton Core will be history if this connection problem is not fixed. A year seems like an excessive amount of time but not if the design point was not around fiber modems and their interface specifications. If the design point was incorrect, Norton Core IS history.

[Edit: Removed personally identifiable information to conform with the Participation Guidelines and Terms of Service]

Kudos0

Re: Norton Core fails to connect to Hiawatha Broadband Inc. (HBC)

Hi @Arthur Howard,

Thank your for posting about this issue on the forum. We have also made a note of your feedback. Thanks. 

-Gayathri

Gayathri R | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton Core fails to connect to Hiawatha Broadband Inc. (HBC)

Thanks Gayathri,

I wish the best of luck to the Norton Core team in fixing this problem. It looks like one tough problem.

Have a great day.

Art