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Kudos0

Setup problems

I'd been using Norton Core w/no problems for months. Recently, my wireless connection slowed w-a-a-y down. After plugging my desktop (Win10) directly into the cable modem the speed was fine, so the problem is just wireless. Norton support had me reset the router and reinstall Norton Core app and setup the router again. Using my iPhone with latest iOS (11.0.2), I get to the setup screen that says, "Ensure Internet Connectivity," turn off wireless on the phone (I still have connectivity via Verizon). The "Next" button at the bottom of the page is grayed-out. When I click on it I get an error message "No Internet Connection." And that's the end of the install. Any suggestions on what I should try?

Replies

Kudos0

Re: Setup problems

Do you have Bluetooth enabled on your iPhone to perform the setup?

Cheers

"From DOS to Windows10 what a journey it has been" Windows 10 Professional x 64 Fall Creators Update version 1709 build 16299.16 / NSBU 22.11.0.41 Traditional
Kudos0

Re: Setup problems

Yes.

Kudos0

Re: Setup problems

Good!!! Is your provider FIOS? If so what device do you have for FIOS? Combination router with WiFi? If FIOS do you have TV and VOIP services with FIOS?

"From DOS to Windows10 what a journey it has been" Windows 10 Professional x 64 Fall Creators Update version 1709 build 16299.16 / NSBU 22.11.0.41 Traditional
Kudos0

Re: Setup problems

How do you know if your provider is FIOS? I don't believe it is. My cable modem doesn't have WiFi (Cisco DPQ3212). I've spent over 2-hours on the phone with Norton Core support trying software updates, uninstalling & reinstalling updates, reversing the ethernet cable, resetting router to factory default (5x), and no solutions. They had me get out my old router and try to patch the Core through it, nothing. I've never had so much grief with a router before. I'm still trying to get it working, but this is getting a bit crazy. Thank you for your help, though.

Kudos0

Re: Setup problems

Ahh, just stay with us here. We hopefully will get you all straightened out. Make sure power is OFF on your cable provider modem and before beginning make sure your coax cable for your internet service is connected to your modem and the connection is snug. Power up the mobile device you will be setting up the core with and ensure that you have Bluetooth ENABLED on that device. The Core will look for that connection during the setup process.

From the photo I am viewing of your modem there is only 1 Ethernet port on the rear of the modem, its colored yellow. Connect one end of the white Ethernet cable that came with the Core router there. Connect the other end of that cable to the port on the Core router with the blue globe decal underneath it. Underneath the core and to the left of the WAN port where you connected the white Ethernet cord connect another Ethernet cable to one of those ports and then the other end to your PC. Power on and boot your PC.

Following the steps in the mobile app with the above instructions you should now be ready to power things up. Connect the power to BOTH the Core router and the internet provider modem and power them on at the same time. Follow the on screen steps on your mobile device and complete your setup, passwords, etc. Please note that the Core WILL perform an automatic check for firmware updates and may take up to five minutes. Let us know if this gets you all setup.

Cheers

"From DOS to Windows10 what a journey it has been" Windows 10 Professional x 64 Fall Creators Update version 1709 build 16299.16 / NSBU 22.11.0.41 Traditional
Kudos0

Re: Setup problems

Hi OshaGray Davidson,

When you state "I still have connectivity via Verizon," we assume you mean internet connectivity, not cellular since you said you turned off wireless.  However, the Cisco DPQ3212 is a cable modem.  Verizon uses either a DSL modem or a Fios modem, depending on your service - you cannot use a cable modem with Verizon internet.  It might be helpful if you could clarify again what happens when you reach that point in the set up.  I think I would reset the Norton Core router using the reset button, then call your ISP customer support and have them verify the modem is active and connected to the internet, then go through the Norton Core set up procedure.

Kudos0

Re: Setup problems

Thanks for the help, but I tried that and the problem is the same. In the Core Setup app I get to the screen headed, Ensure Internet Connectivity. The "Next" button is grayed out.

When I press it anyway, the error message "No Internet Connection" appears. I've disabled the WiFi connection on my iPhone but that doesn't change anything.

Kudos0

Re: Setup problems

I can connect to the Internet on my iPhone via data plan, not with wireless (which is turned off). My Cisco cable-modem is from my ISP, Cox Communications. Verizon is my iPhone service. I've reset the Core router many times and I'm able to get online via the cable modem when it's connected directly into my computer. So that's working. Thanks for trying to help!

Kudos0

Re: Setup problems

Turning off wifi on your iPhone doesn't matter anyway since when you start the Core app, Bluetooth will automatically start within the app, at least it does on my Android Note 4. Either your modem has died, the coax is not connected to the rear of the modem, or confused about what your provider device is. Else you should be getting internet services through it from your provider. If the modem does get services as you are suggesting, the core should see the iPhone Bluetooth for setup.

Cheers

"From DOS to Windows10 what a journey it has been" Windows 10 Professional x 64 Fall Creators Update version 1709 build 16299.16 / NSBU 22.11.0.41 Traditional
Kudos1 Stats

Re: Setup problems

When I set up my Norton Core, I also got the "No Internet Connectivity" issue, but in my case the set-up app said to turn on the iPhone's cellular data plan to proceed with the installation.  Reset the Norton Core (always restart from the very beginning when something goes wrong) and try set-up again with your Verizon Wireless enabled.

Kudos0

Re: Setup problems

Hmm. Modem works fine connected to computer. That also means coax is connected fine. Yes, the core SHOULD see the iPhone Bluetooth but it doesn't. So I hooked up my old Trendnet router and everything is working fine with it -- I have WiFi through it working on my phone and on my Apple TV. I'd like to get my Core working, but since Norton support hasn't been able to come up with any solutions I turned to this forum. Oh, well, I can always stick with the Trendnet and just write this off as an unwise purchase.

Kudos0

Re: Setup problems

What is the model of the Trendnet router Osha? And who is your internet provider? IE Cox Cable,Comcast, X-finity, etc. Have you tried setting up the Core router with the Trendnet router? Thanks.

"From DOS to Windows10 what a journey it has been" Windows 10 Professional x 64 Fall Creators Update version 1709 build 16299.16 / NSBU 22.11.0.41 Traditional
Kudos0

Re: Setup problems

It's a Trendnet TEW-818DRU. ISP is Cox. The support person at Norton did have me try to set up the Core router w/the Trendnet router but that didn't work either. Thanks!

Kudos0

Re: Setup problems

Thanks for the feedback. The way to setup the Core router is that your internet provider has a modem or modem/router that they provide you. That is the 1st device in your network. The core router then connects to the internet providers device through an Ethernet cable as I described in my earlier post. Since you have established there is internet service on your provider modem the core router SHOULD pickup that signal IF it is correctly connected. Being that you only have 1 Ethernet port on the modem that is where the white cable goes. The other end goes into the port with the blue globe under the core router. To connect your main computer to the core use a separate Ethernet cable and connect it to one of the three Ethernet ports to the left of where the white Ethernet cable is connected on the core, connect the other end to the Ethernet port on your computer.

https://support.norton.com/sp/en/us/home/current/solutions/v122652028_core_en_us

Cheers

"From DOS to Windows10 what a journey it has been" Windows 10 Professional x 64 Fall Creators Update version 1709 build 16299.16 / NSBU 22.11.0.41 Traditional
Kudos0

Re: Setup problems

OshaGray Davidson I'm following up to see how you have made out with getting your core going again.

Cheers

"From DOS to Windows10 what a journey it has been" Windows 10 Professional x 64 Fall Creators Update version 1709 build 16299.16 / NSBU 22.11.0.41 Traditional