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Kudos0

Norton Core lost internet access through AT&T Arrius Router

A few weeks ago my Norton Core quit having internet access through my AT&T Arrius Router.  I did all the repowers, reconnects, resets, etc, etc.  I contacted Norton, no help.  I contacted AT&T they sent me a brand new Arrius Router.  I still have the same issue - Amber flashing light - on my Norton Core.  My Norton Core is being assigned and IP address by the AT&T Router, it just won't get internet access (solid white light).

Anyone else have this issue?  Anyone know how to solve it?  Norton support so far doesn't know how.

Replies

Kudos1 Stats

Re: Norton Core lost internet access through AT&T Arrius Router

Hello Skyman. What is your setup? Is Core connected to one of the LAN ports on the rear of your ISP device? This would be a NAT-NAT setup where if you DO NOT have TV and VOIP phone services which your ISP needs to keep DHCP enabled, you should DISABLE DHCP on your ISP device and disable its WiFi as well. Please advise of your setup method and model of the AT&T device. Also we need to know if you are on satellite or DSL services.

Edit: If Core is flashing amber that means its not getting an internet signal from your ISP router.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
Kudos0

Re: Norton Core lost internet access through AT&T Arrius Router

I have an Arris 5168NV provided by AT&T, it's brand new.  I had an older version of this box which AT&T replaced as a way to troubleshoot this issue.  My Core is connected to the LAN port of the Arris.  It used to work, it just up and quit one day, started flashing amber.  Now no matter what I do the core boots, it starts out with a flashing white light, then right after it slow flashes white it turns to flashing amber.  My DTV via wireless, Ooma phone wired and ADT wired are connected to the Arris.

My core has worked successfully for 10 months.  Nothing physically changed, then one day no access and my core was flashing amber.  I've even tried installing a brand new core, same results.

I've disconnected everything and just had the core connected to the Arris and tried to get the core to come up, same results.

Logging into the Arris I can see the cores connected and has an IP address assigned and it shows data has flowed between the two devices.  The core just can't get internet access.  

Kudos1 Stats

Re: Norton Core lost internet access through AT&T Arrius Router

Thanks for the feedback. Questions remain unanswered that can be causing the issue:

-Do you also have TV and/or VOIP phone services being provided with the ISP device? Your modem/router is a "bonded pair" ADSL/VDSL device suggesting you at least have VOIP and your ISP requires PPPoE to function. Follow steps #12 - #15 when prompted in this article. Have the required credentials at the ready.

Edited: Since you said this is your 2nd Core I believe the issue lies in the onboarding as I gave above. Please let us know if that corrects the issue.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
Kudos2 Stats

Re: Norton Core lost internet access through AT&T Arrius Router

Thanks for the update!  This may solve my issue.  I do not have Uverse or VoIP by At&T.  However AT&T has been doing upgrades in my neighborhood and there was about an hour outage right around the time my core stopped working.  I wonder if they changed protocols.

I don't have this AT&T device because of my services, it because of a long drawn out fight over getting the service I'm paying for.  Every time I'd call about having no service they always wanted to send a tech to my house and the issue was always their lines but I couldn't get them to send a lineman out.  To make a very long story short the bottom line is they repaired their lines and I got updated (overkill) equipment.  The standard AT&T home DSL boxes wifi wouldn't cover my house.

Anyway, thanks for the tip.  I will do this tonight and see if it fixes my situation.  Thanks again.

Kudos0

Re: Norton Core lost internet access through AT&T Arrius Router

Thanks again for the update, let us know if your issue is solved.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
Kudos0

Re: Norton Core lost internet access through AT&T Arrius Router

New day, same issues.  I did as suggested and followed the setup directions to setup as PPPoE.  And here lies my issue now, in step #12 where I'm supposed to select 'I have PPPoE', that option is not there.  The only option given to me is 'I have a static IP'.

I did a complete reset and start over, I made sure I had deleted all Core accounts, started from scratch and still only get the 'IP' option.  The PPPoE option will not show up.

New ideas?

Kudos0

Re: Norton Core lost internet access through AT&T Arrius Router

What Core app are you using, iOS or Android, also what it its version? Also, please verify with AT&T whether you are using the PPPoE protocol on that router. That may be the reason you aren't seeing it due to PPPoE not being detected.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
Kudos0

Re: Norton Core lost internet access through AT&T Arrius Router

Android, version 1.98

Kudos0

Re: Norton Core lost internet access through AT&T Arrius Router

And have you validated your AT&T device is using PPPoE?

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
Kudos1 Stats

Re: Norton Core lost internet access through AT&T Arrius Router

Just a thought. Either AT&T changed protocols or you may want to ask your provider whether they put your previous device in "bridged mode" to work with Core. They'd have to walk you through the setup as its more than likely a drawn out process specific to them if that is way you had been using the device. Bridged mode will put your providers device in strictly "access point mode" if it can be bridged.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
Kudos0

Re: Norton Core lost internet access through AT&T Arrius Router

Thanks.  That's what I've been thinking is that AT&T changed some protocol.  I've talked with their advanced tier tech a couple of times and they won't say, they hint around it but won't come out and say it.  They do keep asking a new question which is why do I want to use an additional router, trying to convince me to just use theirs no matter what.  Over the past three weeks they've been much more adamant about this angle than in the past.

Guess I'll dig into the packet traffic differences between my laptop when it's wired accessing the internet and then the Core which doesn't access the internet.  If I find anything such as an 'OH WOW' situation I'll post it so others in this situation can be helped.

Thanks again for hanging with me and helping me work on this.

Kudos0

Re: Norton Core lost internet access through AT&T Arrius Router

The best way to determine whether your ISP modem is using PPPoE is that you'd have been given login credentials to initially setup the new modem. If that is the case you'd be using PPPoE most likely.

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
Kudos0

Re: Norton Core lost internet access through AT&T Arrius Router

Nope, no login info.  100% just plug-n-play, always has been, at least for the past 15 years anyway.

Kudos0

Re: Norton Core lost internet access through AT&T Arrius Router

Yeah, doesn't appear you are on PPPoE. Are you connecting Core to one of the LAN ports or directly into the WAN port. It shouldn't be connected to WAN.

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
Accepted Solution
Kudos0

Re: Norton Core lost internet access through AT&T Arrius Router

Finally it's back on line.  I have no idea what was done to fix it.  I tried all kinds of setups, following different Norton FAQs and talking with AT&T.  Then as one last fed up moment I contacted Norton Chat to close out my tickets since I wasn't getting support.  The tech was very friendly, as usual, and asked to try things one more time.  The one thing he did was to ask for my Core Serial number which no one else ever did.  Started up the Core and then the phone app "POOF" it connected, downloaded the updates, etc, etc, etc.  It's up and running.

Thanks for all the help everyone, especially 'SoulAsylum'.

Kudos1 Stats

Re: Norton Core lost internet access through AT&T Arrius Router

You're most welcome as always!!

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00

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