• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

Kudos0

Setup problems

I got my Core today and I have tried to get it setup. My phone is the samsung Galaxy S8+, I have the Bluetooth turned on, and I have a good Internet connection to the Core. I start the setup procedure and it appears to go through the setup routine. The white light in the base blinks all through the process for 7 or 8 minutes. At the end of this period, I get an error message that says that my Core cannot see my phone. The white light blinks all through this process. I have uninstalled and reinstalled the Core app, but that hasn't helped. Anyone have any suggestions? Thanks. 

Replies

Kudos0

Re: Setup problems

I done the same thing  time after time for a week, and can't get any where. mine says can't find the core router or no internet connection. I think this is the big pile of crap I ever got .

Kudos0

Re: Setup problems

Expensive, high tech paperweight. 

Kudos0

Re: Setup problems

Kudos0

Re: Setup problems

Sorry for the inconvenience. Thank you for notifying us. We will look into this issue.

-Gayathri

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

Re: Setup problems

I really hope that you can help me with this. I've looked forward to getting this thing up and I running ever since I ordered it. I would hate to have to send it back.
Kudos0

Re: Setup problems

This morning, I called my internet provider and discussed my problems with him.  He had me to turn off and disconnect my old Dlink router and connect the Norton Core  router and turn it on.  He was able to see the router and server communicating with each other.  So I tried to run the Norton Core setup program again, which I had uninstalled and reinstalled.  But to no avail.  My ISP support person seems to think that there is a software problem with either the Router or the setup program.  I  reconnected my Dlink and have basically given up on the Core.  If I can’t get some assistance form Norton and get this thing working, then I will need to return it for a refund.
 

Kudos0

Re: Setup problems

Hi @KrashKraft & @big_dawg,

Could you please follow the below troubleshooting steps and let me know if the issue gets resolved? If not, I have sent you a private message with steps to trigger logs. Please check your inbox when time permits: 

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?
3. Start Setup process with a different Android or iOS smartphone 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 if any of these troubleshooting methods help. Otherwise please send logs, so I can investigate further. Thank you. 

-Gayathri

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

Re: Setup problems

It's been over a month now since I received my Norton Core.  It has become apparent to me that Norton is unable to help me with my setup problem.  I have mailed an RMA request so that I can return the core for a  refund.  I had really looked forward to getting this thing up and online. But enough is enough, my patience has been exausted.

Kudos0

Re: Setup problems

@KrashKraft Have you followed the instructions given by Symantec employee Gayathri?

-Does the phone you are using have Bluetooth BLE and is it enabled when you are doing setup?

-Is the Core router the FIRST device connected to your ISP modem? AND if your ISP modem is a combo devices do you have wifi disabled within that router?

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 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos0

Re: Setup problems

I did, I followed it step-by-step, twice, and I get the error message, "We can't see to find your Core, please try again". I'm tired of this trial and error thing. I don't think that they know what the problem is, or that I have a faulty unit. I will be shipping it back for a refund as soon as I get an RMA. It's been over a month now and I've run out of patience. I was really looking forward to getting this thing online.

Kudos0

Re: Setup problems

I have eternet, no modern, direct connection. My ISP provider assured me that both the core and their server are connected and and communicating properly. My phone is the Galaxy S8 plus and my Bluetooth is current and connects just fine with all my other Bluetooth devices. This is what makes me think that my Core is defective.

Kudos0

Re: Setup problems

@KrashKraft - in reviewing the logs, it appears that the app was put in the background during the setup process. Was this done by you, or did something happen during the setup process that put the app in the background?

I've also send you a Private Message for another set of logs, if you're able to send them to us. That would help immensely. Thanks for helping us figure out and resolve this issue.

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

Re: Setup problems

I have the same issue.  Modem Arris DG1670. Pixel Xl phone.  Does not complete setup 20x on different lines and locations. White light usually blinking at the end -but no connect.

Kudos0

Re: Setup problems

Also try unplugging the Arris DG1670 for a minute before connecting the Norton Core.

Accepted Solution
Kudos2 Stats

Re: Setup problems

Problem solved, I ran through the setup procedure again and this time my Core got connected and is operating just fine.  I really don't know if I did anything any different or not, but it worked this time.

Kudos1 Stats

Re: Setup problems

Great news Krashkraft. Just got my core up and running, on FIOS setup with advice from user RADJ. Thread is here:

https://community.norton.com/en/comment/7655521#comment-7655521

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 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos1 Stats

Re: Setup problems

Did that.  On norton support for 2hr.  Summary - the default wait time for turning off the arris and waiting for new IP to connect seems to be about 5 min.  Anything less and no IP provided.  Connected now and most working.

Kudos0

Re: Setup problems

@KrashKraft  Sounds like your issues are all squared away. Your firmware should have updated to version 193 last evening as mine did. It solved a lot of small issues for me, hopefully for others as well. Please mark the thread as solved if indeed you believe it has been. Others may then be able to see the solution. Glad we could assist. 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 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos1 Stats

Re: Setup problems

I got a notification this morning that my firmware had been successfully installed, when I checked, I saw that I now have version 193.  So it appears that my problems have been solved. 

Kudos0

Re: Setup problems

Problem solved. HH

Kudos0

Re: Setup problems

Again, awesome news. One more happy Core user!! Sometimes more than one factory reset fixes the issue. It did mine. Have a great day.

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 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos0

Re: Setup problems

I had the same problem.  Received CORE, went on line with tech for about 6 hours.  Tech took over my phone (didn't like that, but felt we had no choice to get the CORE to work).  No results.  Couldn't get CORE to connect.  Tech said they would put in a case and send it to engineering and I would hear back in 24 hours.  Nothing.  Two more calls to tech and nothing, same response.  Finally got fed up and went the return route. 

BE CAREFUL.. If you purchased your CORE under the "current Norton customer" deal for a reduced price AND an additional year of Norton Security, they will Immediately, without notice, drop your Norton Security subscription and leave you naked on the web!

Norton should have field tested this device a lot more and trained their tech people a lot more before releasing the Core. 

You've been warned........

This thread is closed from further comment. Please visit the forum to start a new thread.