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Kudos1 Stats

Norton Core keeps dropping connections

Every since I installed the Norton Core devices are dropping internet connections intermittently.  I have factory reset and reinstalled the unit several times.   I have rebooted every device several times.  Yesterday, I put my ASUS Router back and not a single drop connection.   How do I get this issue resolved?

Replies

Kudos0

Re: Norton Core keeps dropping connections

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 17763.316 / NCSP 22.16.4.15 / Norton Core v.270 on Android 1.93
Kudos0

Re: Norton Core keeps dropping connections

Yes, I am using the latest firmware.
Kudos0

Re: Norton Core keeps dropping connections

Mack Please give support a chat. This is something they can better assist you with.

http://norton.com/chat

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 17763.316 / NCSP 22.16.4.15 / Norton Core v.270 on Android 1.93
Kudos0

Re: Norton Core keeps dropping connections

Hi @Mack McDowell

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 Global Community Administrator | Symantec Corporation
Kudos1 Stats

Re: Norton Core keeps dropping connections

I'm having similar issues only for normal internet usage.  

Kudos0

Re: Norton Core keeps dropping connections

Hi @Colin Campbell 4,

Can you please check your inbox? Thank you. 

-Gayathri

Gayathri R | Norton Forums Global Community Administrator | Symantec Corporation
Kudos0

Re: Norton Core keeps dropping connections

I did respond to your email.

Thanks

Kudos0

Re: Norton Core keeps dropping connections

I have this problem too (if I understand the OP correctly).  My Core would drop all network connections for a time and then everything would work again.  This includes both wired ethernet and all my wi-fi connections.  I already called support and opened a ticket, and sent them my logs through the Core app.  They mentioned they might call me back after analyzing them, but so far nothing (been almost a week).

I would certainly like to hear something on this issue eventually... It's a real downer to have my entire network reset occasionally.

Kudos0

Re: Norton Core keeps dropping connections

I am having the same issue it just started 2 days ago (Had it for few weeks)

Interestingly enough this started right after my wired computers finally got speed back, from the "Known Issue"

Kudos0

Re: Norton Core keeps dropping connections

All: Have you checked for new firmware updates of late? https://community.norton.com/en/forums/address-reservation-functionality-now-available

Mack, change to your ISP DNS settings on the core, recheck for your issue reappearing. https://support.norton.com/sp/en/uk/home/current/solutions/v118380590_core_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 17763.316 / NCSP 22.16.4.15 / Norton Core v.270 on Android 1.93
Kudos0

Re: Norton Core keeps dropping connections

I tried again with the suggestion you mentioned above,  but some of my connections both wireless and wired keep dropping.   This does not occur with my ASUS router.   When you work from home one of the most important devices to have is a stable router.  You can't keep your  job if you can't stay connected and you can't spend a valuable work day trying to debug these issues especially when you have an old router that works without any issues.

Kudos0

Re: Norton Core keeps dropping connections

Nice to see someone from Norton involved in this thread.  This seems to be a problem as there are other posts in other threads and forums about this same topic.  I have the same problem.  Core will drop connection to the modem.  If I reboot the Core or the Modem, I'll get the connection back and it might last an hour or maybe up to 6 or 7 hours and then poof, it drops again.  Removing Norton Core and putting in a Linksys router and I can run for days with no issue.  Put Norton Core back on as the router and the problem starts again.  I did discover is seems to happen much more often when the main computer is on and this computer is LAN wired to the Core.  When this computer is off and only WiFi devices are running the problem seldom happens.  I've also done factory reset from both the app and from the Core reset button.  It's very frustrating to drop Internet when gaming or watching a movie or trying to research items.  I'm about ready to return the Core to Norton for a refund.

Kudos0

Re: Norton Core keeps dropping connections

This issue has several threads throughout the Core forums.  A solution I found in another thread that worked for me is to change your Domain Name Server (DNS).  You can use the App and go to Settings > Network > DNS and change it off the Norton (recommended) to another one such as your ISPs DNS.  Since doing this, I've not dropped connection once.  Note, it will lower your security score, but it's still a good solution until Norton fixes their DNS problems.

Kudos0

Re: Norton Core keeps dropping connections

Thanks Bob, I suggested that a couple of posts earlier. The OP has not given any feedback on that yet.

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 17763.316 / NCSP 22.16.4.15 / Norton Core v.270 on Android 1.93
Kudos0

Re: Norton Core keeps dropping connections

Norton, can you hear us?  Looks like you are, but nothing yet on this forum.....

Kudos0

Re: Norton Core keeps dropping connections

Alas, it's back.  Changing the DNS worked for a little over 24 hours and then the problem came back.  So I called Norton tech support and spent about and hour on the phone with them resetting the modem, resetting the Core, uninstalling and re-installing the app and the Core just died.  That's right, after the resets the Core would NOT setup... nothing, zip.  So Tech support had me send them the log files from the phone app and also the log files from the Core itself and said I'd get a call back in about 24 to 48 hours.  Well, I can't be without Internet that long so I ran to WalMart (only store open that late at night that sells routers) and bought another router.  I'll be returning the Core to Norton for a refund.

Kudos0

Re: Norton Core keeps dropping connections

Hi @jayarr7, @BobA546,

I'm sorry about the issue you're facing. I have sent you both private messages requesting additional information and logs. Could you please check your inbox when you find time? Thanks. 

-Gayathri

Gayathri R | Norton Forums Global Community Administrator | Symantec Corporation
Kudos0

Re: Norton Core keeps dropping connections

All: Possible solution for you may be in this thread

https://community.norton.com/en/comment/7606391#comment-7606391

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 17763.316 / NCSP 22.16.4.15 / Norton Core v.270 on Android 1.93
Kudos0

Re: Norton Core keeps dropping connections

@Gayathri_R.  Received your private message and replied.  However, I no longer have the app on the phone and no longer have the Core connected.  I've sent you the case number that should have the logs from yesterday's talk with tech support.

Kudos1 Stats

Re: Norton Core keeps dropping connections

For those having the internet ISP WAN drop-out problem check these two items on your systems. Both actions were taken within the past 3 days for me and it seems I no longer have the problem and I am running all the Norton recommended settings including the Norton DNS on the CORE (My Security score is 500):

1) Set all "hardwired ethernet" devices to only communicate with the Norton Core through their assigned hardwired ports! (disable WiFi on all of them). I was having failures every 12 hours or so until this was done 3 days ago. 

2) Ensure Core firmware is latest version: 170927_191. Upgraded less than 18 hours ago but still may be a crucial factor.

Everything is now working great. 72 Hours of runtime and still working with no resets required!

Kudos0

Re: Norton Core keeps dropping connections

@Mack McDowell   All - Have you applied the suggested settings Kocojim posted above? Sounds like this MAY alleviate your issue as it is very similar in nature. I have my core but have yet to find the time to get it setup. Sigh!! Keeping all your suggestions and hard work assisting in my "top hat" for future reference. Please let us know if this works for you Mack. 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 17763.316 / NCSP 22.16.4.15 / Norton Core v.270 on Android 1.93
Kudos0

Re: Norton Core keeps dropping connections

@Gayathri_R:  Norton moderator/tech support.  Please see similar thread (https://community.norton.com/en/forums/core-drops-communication-broadban...) and note possible solution provided by Kocojim both posted above here and also in the similar thread.  It seems highly promising and it would be nice to see someone from Norton chime in on this.

Kudos0

Re: Norton Core keeps dropping connections

@Gayathri_r -- I am having this issue as well.  I have the latest firmware, I switched to Google DNS, and the issue reoccured this morning.  What do you need from me?

Kudos1 Stats

Re: Norton Core keeps dropping connections

I just applied the suggested settings Kocojim posted above. I will keep you posted on whether it resolves my issue or not. Best Regards,
Kudos0

Re: Norton Core keeps dropping connections

@David M Gursky Suggest using your ISP DNS settings and recheck. Please follow all the settings in this thread as it is a possible solution from another thread with the same issues. https://community.norton.com/en/comment/7647981#comment-7647981

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 17763.316 / NCSP 22.16.4.15 / Norton Core v.270 on Android 1.93
Kudos1 Stats

Re: Norton Core keeps dropping connections

Let's see if it stays connected, and that the latest drop was not a "one off"

Kudos1 Stats

Re: Norton Core keeps dropping connections

Updated yesterday.  So far all is working.  No drops during last 18 hours.  Hope this is the solution.  Thank you!!!

Kudos1 Stats

Re: Norton Core keeps dropping connections

I did the DNS thing! 3 days my score dropped over 100 points, but no issues since!

Be nice if they fix it!

Kudos1 Stats

Re: Norton Core keeps dropping connections

Great news from all of you. I will be setting up my Core this afternoon. Hoping no issues will present. Keep us posted everyone.

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 17763.316 / NCSP 22.16.4.15 / Norton Core v.270 on Android 1.93
Kudos0

Re: Norton Core keeps dropping connections

All: Following up on the thread. Have all of you gotten the app version 1.20.2 and the latest firmware update to v193? Some users are reporting they are stuck at firmware v191 and cannot update. What is your current status? Thanks in advance.

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 17763.316 / NCSP 22.16.4.15 / Norton Core v.270 on Android 1.93
Kudos0

Re: Norton Core keeps dropping connections

Android app is now v1.22 / iOS v1.22.3, core firmware v193. Have you all seen these updates and have your issues been resolved with the updates?

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 17763.316 / NCSP 22.16.4.15 / Norton Core v.270 on Android 1.93
Kudos0

Re: Norton Core keeps dropping connections

As per the suggestion on this forum, I did a factory reset of my Core.  Used the same names and passwords for the new set up so it took about 10-20 minutes in all.  Went from 2 restarts a day to about 1 or 2 a week.

I can now depend on my voip phone and Netflix is not a headache.  I wish the Core was rock solid, but I now give is a solid "OK."

I am perplexed why no one can find anything in the many log files I have sent to tech support.  It seems strange to me that the log does not log a reason for the restarts.

F_Mcnab

Kudos0

Re: Norton Core keeps dropping connections

F_Mcnab That's good news all the way around. I too have VOIP phone and TV from my provider yet have not had any disconnects as of this posting. Just small nuances that a reset corrected. From the log perspective it is extremely resource intensive for Norton to notify everyone individually what their logs are revealing. A compilation of logs and what they reveal as the source of the issues, then releasing a new firmware revision is the most common method of correcting it. The wait is the hardest part but rest assured a firmware release is coming. When, is the part we don't have privy to. Glad you are functional.

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 17763.316 / NCSP 22.16.4.15 / Norton Core v.270 on Android 1.93
Kudos0

Re: Norton Core keeps dropping connections

Same here. I have the latest  (v1.22 / v.193) and just today it dropped my wireless connections while I was on a Webex, dropping all my devices. Any solution for this? It's happening once a week at this point. 

Kudos0

Re: Norton Core keeps dropping connections

All: Core firmware updated to version 202 overnight. Requesting status from everyone concerned in the thread so we can see if your issues were resolved. And provide further assistance. Thanks in advance.

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 17763.316 / NCSP 22.16.4.15 / Norton Core v.270 on Android 1.93
Kudos1 Stats

Re: Norton Core keeps dropping connections

Confirm I have received the latest. Will test it over the next week and get back to the thread.

Kudos0

Re: Norton Core keeps dropping connections

@SoulAsylum - I just had this crash again, dropping all my network. I was on a call with a customer. I'm getting ready to just return this thing...

Kudos0

Re: Norton Core keeps dropping connections

@jshaw:  I know the feeling.  I actually returned mine about a 7 weeks ago.  My Linksys is just as secure.  It might not be as pretty, but it doesn't drop connections and has much newer technology (3-channel instead of Norton's 2 and does the phased directional WiFi just as Norton does).  I figured I'd give Norton about a year for them to upgrade their hardware V2 and get the bugs out and then I might try them again.

Kudos0

Re: Norton Core keeps dropping connections

jshaw Who is your provider? And are you on a DSL or ADSL account service?

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 17763.316 / NCSP 22.16.4.15 / Norton Core v.270 on Android 1.93
Kudos0

Re: Norton Core keeps dropping connections

Currently Spectrum Cable. Setting for DNS has been set to Google, Symantec...all of them. Right now it's set to Google DNS. 

Kudos0

Re: Norton Core keeps dropping connections

jshaw Thanks. Do you have TV and VOIP services as well as internet from these folks? Brighthouse or Time Warner? Please tell me what your ISP device is as well. Whether it has wifi or is just a pure router. Do you have any other device installed between your ISP device and the Core? Thanks in advance.

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 17763.316 / NCSP 22.16.4.15 / Norton Core v.270 on Android 1.93
Kudos0

Re: Norton Core keeps dropping connections

Spectrum only. It's just the router then the DOCSIS 3 Surfboard modem. Only the wireless drops, so it's centered only to the router. No VOIP. Just straight Webex and streaming services.

Kudos0

Re: Norton Core keeps dropping connections

Spectrum only. It's just the router then the DOCSIS 3 Surfboard modem

Sorry but I am still a bit confused lol. I understand your setup to be: The ISP modem with a router connected to it. Have you turned OFF the wireless capabilities of the router (if is has the capability) ?  The Core is connected to one of the LAN ports on the router? ALL your wifi connections are on the Core network NOT the personal router wifi? Just making sure I understand what your setup is. I don't use that setup so I do not know what the next step is in the app or if it would be different than with a combo modem/wireless router as the ISP device.

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 17763.316 / NCSP 22.16.4.15 / Norton Core v.270 on Android 1.93
Kudos0

Re: Norton Core keeps dropping connections

The CORE is the only Wifi enabled router on my network. I own my modem and it is not provided by ISP.

Kudos0

Re: Norton Core keeps dropping connections

Good and thanks. Now we are getting somewhere lol. What is the model and manufacturer of the modem? The core should be connected to a LAN port on the modem as the proper setup. I am sure that is how you have it. Is DHCP enabled on the modem or disabled?

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 17763.316 / NCSP 22.16.4.15 / Norton Core v.270 on Android 1.93
Kudos0

Re: Norton Core keeps dropping connections

About ten times a week, no pattern, i loose my internet on every device.  Have a MAC and PC hard wired to the Core and have no wifi, therefore Amazon Alexa, Google Home, iPad, iPhone and Android can not connect to the internet.

So the Core at this point is flashing yellow.  The problem is solved when I unplug the Core from AC and a minute later I am connected, but this is very frustrating

Kudos0

Re: Norton Core keeps dropping connections

Sorry to say that I am once again having multiple dropped connections daily (2-4x).

Based on advice from SoulAsylum I did a factory reset of the Core and dropped connections reduced to about 2 per week.

In the last week they have increased to 2-4 daily.

I try to send a log using the phone shake after each dropped connection.

I received my Core during the first week of launch, what are my options for returning it.  It has never worked right and plays havoc with VOIP and Netflix.

Kudos0

Re: Norton Core keeps dropping connections

Alright I'm up to v207 and it still dropped, even with it switched back to Symantec DNS. I checked in on it and it was flashing. I turned it off and switched it on. This is getting ridiculous. I should have gotten the extended warranty through Best Buy - I'm stuck with a $250 dud of a router. @Symantec help!

Kudos0

Re: Norton Core keeps dropping connections

I've opened up a ticket and forwarded the logs to Norton. Let's see what it comes back with.

Kudos0

Re: Norton Core keeps dropping connections

@jshaw:  I returned mine directly to Norton.  Somewhere on their website is a form you can fill out and send it in and then they will send you a label with RMA.  I don't have the link handy, but it's something to look into.  I just couldn't take the lost connections any longer and honestly, my Linksys is just as secure and has newer technology (3 channels vs 2, better WiFi directional, better range).  Hopefully in a year or so Norton will have the bugs worked out.

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