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Kudos1 Stats

"Restart Norton Core" during setup

I am having issues with setup, using a iPhone 7 with BlueTooth on, wifi off, and cellular data on. The Core is plugged in to a cat5 cable directly to my modem - this connection is fine (I confirmed with a laptop connected directly to the cable.)  In the "Starting up your Norton Core" phase of the app, I am able to get through "Preparing", "Updating", "Optimizing", and "Restarting" before getting the "Hold tight. This may take a few more minutes" message followed finally by "Restart Norton Core. We can't seem to find your Norton Core". Restarting the Core at this point doesn't help.

I have factory-reset the Core as outlined here: https://support.norton.com/sp/en/us/norton-core-security/current/solutions/v120684510_EndUserProfile_en_us?inid=hho_supp_htm_coresecurity-cur-retail-topfaq-07-v120684510

However, those instructions say "The light changes to a slow blinking white, and ends in a solid white" whereas each time I reset the Core this way, it first shows the blinking white light before ending at a flashing amber light about 30 seconds later.

Has anyone seen anything similar to this?

Replies

Kudos0

Re: "Restart Norton Core" during setup

Hi @RWNY

Amber light is seen when Norton Core is not connected to the internet and there is an error or problem in the connection. Can you check if any of the below steps help? 

1. Ensure you have an active internet connection - remove Norton Core and check if your internet connection on the port is working seamlessly. 
2. Connect Norton Core and reset the router - How to Reset Norton Core to Factory Settings? 
Note: There is a video in this KB article for easy reference.
3. Start Setup process with your iPhone with cellular data turned on.
Note: After turning on Norton Core after the hard reset, wait for 2 minutes, then restart the router, wait for a minute before beginning the Setup process. 

Please let me know your findings. It will help in isolating the problem area. Thank you. 

-Gayathri

Gayathri R | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: "Restart Norton Core" during setup

Thanks, here are the results:

For #1, the Internet connection is active - I have attached a laptop directly to the cable to confirm it is working.

#2 - I have factory-reset the Core multiple times using those instructions and have just tried again. The white lights are always followed by the flashing amber light.

#3 - I consistently get the same results each time:  Preparing, Updating, Optimizing, Restarting, and then the "Restart Norton Core" message

Kudos0

Re: "Restart Norton Core" during setup

RWNY:

Thanks, here are the results:

For #1, the Internet connection is active - I have attached a laptop directly to the cable to confirm it is working.

#2 - I have factory-reset the Core multiple times using those instructions and have just tried again. The white lights are always followed by the flashing amber light.

#3 - I consistently get the same results each time:  Preparing, Updating, Optimizing, Restarting, and then the "Restart Norton Core" message

If you have a cable modem and have configured it in bridge mode also fully power down the cable modem (and power back up) before connecting the Norton "core" router.

Kudos0

Re: "Restart Norton Core" during setup

RWNY You do have your CAT5 cable connection from your modem to the Core via the LAN ports on each device correct? Silly question nevertheless one needing asked.  Below is a link on what to do to troubleshoot light issues.

https://support.norton.com/sp/en/us/home/current/solutions/v119939520_EndUserProfile_en_us

Cheers

"From DOS to Windows10 what a journey it has been" Windows 10 Professional x 64 Fall Creators Update version 1709 / build 16299.64 / NSBU 22.11.2.7 Traditional / Norton BETA tester
Kudos0

Re: "Restart Norton Core" during setup

password_password, I was intending to not use bridge mode, but instead to use the Core as a wifi router for kids & guests. (I understand that other devices connected to the modem won't be protected). So I am basically using the Core to replace a wifi router on one end of the house, and then I have other ethernet cables directly connected to the modem on the other end of the house (FiOS Actiontec). Has there been any luck with *not* using bridge mode for cases like this? (I would have a lot of rewiring to do if I needed all of my wired connections to pass through the Core)

Kudos0

Re: "Restart Norton Core" during setup

SoulAsylum, I have the cable in the LAN port on the modem but the WAN port (little globe) on the Core. I tried putting it into a LAN port just now - the green activity light showed plenty of activity but I got the same results after the factory reset and the setup attempt (a blinking amber light and the Restart message)

Kudos0

Re: "Restart Norton Core" during setup

Good. LAN to WAN is the correct setup. Power cycle the Core then allow it to sit for 10-15 minutes before attempting to do the setup again. Power cycle the phone you are using as well to clear junk files as well. See whether you have success.

Cheers

"From DOS to Windows10 what a journey it has been" Windows 10 Professional x 64 Fall Creators Update version 1709 / build 16299.64 / NSBU 22.11.2.7 Traditional / Norton BETA tester
Kudos0

Re: "Restart Norton Core" during setup

RWNY:

password_password, I was intending to not use bridge mode, but instead to use the Core as a wifi router for kids & guests. (I understand that other devices connected to the modem won't be protected). So I am basically using the Core to replace a wifi router on one end of the house, and then I have other ethernet cables directly connected to the modem on the other end of the house (FiOS Actiontec). Has there been any luck with *not* using bridge mode for cases like this? (I would have a lot of rewiring to do if I needed all of my wired connections to pass through the Core)

That should be fine. You will have double NAT, but that was kinda what you were going for.

RWNY:

I tried putting it into a LAN port just now - the green activity light showed plenty of activity but I got the same results after the factory reset and the setup attempt (a blinking amber light and the Restart message)

You DO NOT want to do that. The cable comes out of the LAN port of the modem and must go into the WAN port of the Norton "core" router. If you hook LAN to LAN undesirable things happen (most involve your internet not working).

Kudos0

Re: "Restart Norton Core" during setup

password Please read the most current posts before posting. LAN to WAN is the correct setup per my post and the user manual. https://community.norton.com/en/comment/7625031#comment-7625031 if you need the link to manual I can provide it to you.

Cheers

"From DOS to Windows10 what a journey it has been" Windows 10 Professional x 64 Fall Creators Update version 1709 / build 16299.64 / NSBU 22.11.2.7 Traditional / Norton BETA tester
Kudos0

Re: "Restart Norton Core" during setup

SoulAsylum:

password Please read the most current posts before posting. LAN to WAN is the correct setup per my post and the user manual. https://community.norton.com/en/comment/7625031#comment-7625031 if you need the link to manual I can provide it to you.

Cheers

Who's disagreeing? I was suggesting against hooking the LAN port of the cable modem to the LAN port of the router, which is what he seemed to have tried briefly.

Unless he was talking about the LAN port of the modem, but the modem doesn't have any other ports.

Kudos0

Re: "Restart Norton Core" during setup

Thanks for trying out the troubleshooting steps. Could you please check your inbox when you get a chance? I have sent you a private message requesting additional information. Thank you. 

-Gayathri

Gayathri R | Norton Forums Administrator | Symantec Corporation
Accepted Solution
Kudos2 Stats

Re: "Restart Norton Core" during setup

My apologies everyone, and thanks for your help... based on all of the guidance above (amber=network issue) I just tried the oldest trick in the book: blowing into the port, pulling the sheath boot out of the way and slamming the connector into the port.  Even though I had plugged it in a dozen times when troubleshooting, either there was debris in the port or I was never seating the cable correctly. This time, it clicked solidly into place and the light stayed white... setup was a breeze and I've gone from grumbling about "surely this is a Norton issue and no fault of *mine*" to marveling at the range of this router. It's easily 2x as powerful as my old wifi router which had extended antennas & also a directional antenna out to the yard. Very impressive so far!

Thanks for your help!

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