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Kudos0

Still not sign of latest firmware.

My Norton Core is still on firmware 170927_191 with no option to upgrade to latest firmware version 193. Resetting Core does NOT fix the problem. And this seems to happen quite frequently to me and many other Norton Core users based on comments here and in user product reviews online, making this a major security and customer relationship issue. Any ideas?

Replies

Kudos0

Re: Still not sign of latest firmware.

Richard1964 Is your network dropping off for some reason? Firmware updates are automatic just a regular Norton products use, all through Live Update. Open your phone with the Core app installed and open the core app. Shake the phone for 2-3 seconds and a screen will appear asking if you'd like to send logs. There will also be an area for you to write what your description of the issue you are seeing is. Please tell the team what you are seeing and press send. If for some reason the send fails try a second time. It should go through.

Also please ensure you are following the instructions in this article when checking for firmware updates and status.

https://community.norton.com/en/forums/norton-core-firmware-update-release-notes

Cheers

"From DOS to Windows10 what a journey it has been" Windows 10 Professional x 64 Fall Creators Update version 1709 / build 16299.98 / NSBU 22.11.2.7 Traditional / Norton BETA tester
Kudos0

Re: Still not sign of latest firmware.

@SoulAsylum  is that article still valid.  I have the latest IOS app and the latest firmware and my app doesn't say that the firmware is up to date or update available like it says in the article.

Kudos0

Re: Still not sign of latest firmware.

Thanks, @MannyT. Much appreciated. I'll look into it.

Gayathri R | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Still not sign of latest firmware.

SoulAsylum, I did follow the steps there, and still no update. No connectivity issues here. The app doesn’t even say an update is available or if it is up-to-date as described in the article; stopped indicating this 3 weeks ago. We have more than a dozen Norton Cores at my office as well, and ALL are having this identical issue, with no way to manually update Norton Cores there either.
Kudos0

Re: Still not sign of latest firmware.

And I agree with Manny, it doesn’t look like that article is up-to-date and matching current firmware or app appearance.
Kudos0

Re: Still not sign of latest firmware.

Richard / Manny The article I linked you to IS up to date. Did you scroll to the bottom of the thread page? The current firmware IS version 193. My android app is version 1.20.1 which is not reflected in the apps update thread as of today. Here is my suggestion for you both:

Restore Core Settings: Note - This is NOT a factory reset follow exactly as stated.  SIGNOUT of your Norton Core App THEN:

1. Unplug the Core and plug it back in.

2. Open your Core app and select set up (versus the login option).

3. Click next through all the setup steps. At one point there is a choice for existing Norton customer, choose this and enter your log-in credentials

4. Select Yes to restore existing settings

5. Allow the Core router to automatically check for the latest firmware updates, apply them and restart as necessary.

Re-check for your issues. Hope this helps!!

Cheers

"From DOS to Windows10 what a journey it has been" Windows 10 Professional x 64 Fall Creators Update version 1709 / build 16299.98 / NSBU 22.11.2.7 Traditional / Norton BETA tester
Kudos0

Re: Still not sign of latest firmware.

Thanks SoulAsylum, but I’ve already tried that with no change in firmware version or ability to download the new one. I’m still on 191. I’m on iOS v120 of the Norton Core app, latest version.
Kudos0

Re: Still not sign of latest firmware.

I'm almost out of ideas with this one Richard. Try signing out of the core app and rebooting the phone you are using. Power cycle the Core at the same time and log back in. See whether that synch's things. The app being on v120 suggests the app is doing its job and updating automatically as it should. The Core itself may not be sending its correct values to the app for whatever the reason may be. If you haven't already done so the final suggestion would be a total factory reset on the Core. Replace it if that doesn't correct things for you.

Cheers

"From DOS to Windows10 what a journey it has been" Windows 10 Professional x 64 Fall Creators Update version 1709 / build 16299.98 / NSBU 22.11.2.7 Traditional / Norton BETA tester
Kudos0

Re: Still not sign of latest firmware.

SoulAsylum.   I've never have had any problems getting the firmware updates or any app updates.  The problem is I don't have the up to date or update available message on the app.  I think I lost that message a while back I think after the first firmware update.   I'm at app version 120 and firmware 193.  I actually posted a message at the time I lost the message but I didn't get a response on it.

Kudos0

Re: Still not sign of latest firmware.

Still at version 191 with no option to manually update. Just updated to iOS app version 1.20.2.
Kudos0

Re: Still not sign of latest firmware.

The message about the firmware being up-to-date went away several app updates ago.

Kudos0

Re: Still not sign of latest firmware.

That’s what I thought. Stupid mistake to take that away. Guess that’s when they took away the option to manually do the firmware update too. Stupid move there too.
Kudos0

Re: Still not sign of latest firmware.

I agree.  You now have to wait till they force the update.  If the update happens to fix a security risk you can't.

Kudos0

Re: Still not sign of latest firmware.

I’ve got same problem, still on 191 even after factory reset AND app update (that’s automatic). Usually the Core updates overnight. iOS app has no manual “chk for update”. I’m running iOS 11.0.3 Apparently Core has missed two updates so far!
Jim The Greek
Kudos0

Re: Still not sign of latest firmware.

All: The iOS and Android apps both automatically update via Live Update. I know of no setting in either app which allows a manual checking for app updates. As others have said the Core firmware will also update automatically via Live Update. There isn't a setting in Core which allows for that either. The only option I can offer at the moment is remove your app, reboot your devices and download the app again. On iOS make sure your device is set to allow apps from other than trusted sources.

Shake your devices for 2-3 seconds and see if it will allow you to send logs as well.

https://support.norton.com/sp/en/us/home/current/solutions/v118380506_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 16299.98 / NSBU 22.11.2.7 Traditional / Norton BETA tester
Kudos0

Re: Still not sign of latest firmware.

That is what we are all are trying to say there used to be the option to manually update.  It has been removed or gone away.  BTW, I have removed the app and reinstalled the app and the option is still missing.

Kudos0

Re: Still not sign of latest firmware.

SoulAsylum, we are trying to say that Live Update is NOT repeat NOT working as it should and thus NOT updating Cor firmware as it should. Removing the app and rebooting devices does NOTHING to fix the problem. I spoke with the Federal Computer Emergency Respibse Team, and they confirmed that Borton Core DID have the option to manually update the router firmware and that the option is now missing or deliberately removed. They also stated that Federal law requires that the option for manual router firmware updating is required in consumer routers and that Norton needs to restore that functionality in the next app and firmware updates to be compliant. They also said they were aware that an estimated 1/3 all online Norton Cores were stuck on firmware v191 or earlier based on phone calls and emails they’d received, and that that also needed to be rectified.
Kudos0

Re: Still not sign of latest firmware.

Oh, and I sent my logs about 6 hours ago, and haven’t heard anything back from Norton yet
Kudos0

Re: Still not sign of latest firmware.

MannyT I have never seen the ability to "manually" update the app on Android or Core since setting mine up. I cannot speak for older versions since I have not had Core that long.  Richard hearing from Norton about logs is almost never a happening thing unless an employee happens to send you a PM asking for them. Even then its hit and miss. They DO use the logs to troubleshoot issues and make the products better therefore its not a waste of time. And I DO, repeat DO understand what your issues are. I will post in the Guru area for someone from Symantec to get an answer about routers being stuck on firmware v191 and repost as soon as I have some info for you all here.

FWIW!! The apps have updated one again to 1.20.2 are you all seeing that update? Although it was mainly to fix gaming lag issues one never knows what other small things are fixed in the process. https://community.norton.com/en/comment/7668721#comment-7668721

"From DOS to Windows10 what a journey it has been" Windows 10 Professional x 64 Fall Creators Update version 1709 / build 16299.98 / NSBU 22.11.2.7 Traditional / Norton BETA tester
Kudos0

Re: Still not sign of latest firmware.

SoulAsylum.  I'm absolutely sure that you weren't aware of the manual update since it was gone by the time you got your Core.  I have no problem getting the updates and have updated to the latest version.  Again, this feature was there originally and now is not available.  I used it to do my first firmware update.  Again, the feature is also mentioned in the link that you posted earlier.

Kudos0

Re: Still not sign of latest firmware.

It is also possible that the core firmware is being released in a phased manner. A percentage of users will get the update immediately. Then Norton monitors the feedback from those users. If all is well, the release is expanded. If there are issues with the new version, the release is delayed until it is fixed.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Still not sign of latest firmware.

If that was the case firmware would say up to date like it mentions in the previously provided link.  It doesn't say anything.  My firmware was updated to 193.

Kudos0

Re: Still not sign of latest firmware.

@Richard1864 - did you write the following in your log description? If so, we received your logs:

 "Core will not update its firmware! Already missed one. Still on 191"

Our team is looking into this issue right now; thanks for your help. For the others having this issue, I've sent you instructions on creating and sending logs. Please include any identifying information -- your email address, forum username, link to the forum thread -- so we can tie your logs to this issue. Thanks.

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

Re: Still not sign of latest firmware.

Tony I think so. I also mentioned that rebooting and resetting the Core didn’t help. I believe I was given an issue 5 or something with the number 5 after sending it. Do you want me to message you my email address or anything?
Kudos2 Stats

Re: Still not sign of latest firmware.

Nope, I think we're good for now, thanks. The team might need some more follow-up info, and when I know what they need, I'll let you know too. Thanks again, I really appreciate it.

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

Re: Still not sign of latest firmware.

I sent logs too, earlier today!
Jim The Greek
Kudos0

Re: Still not sign of latest firmware.

@Tony_Weiss  Thank you sir for stepping in and assisting. 

"From DOS to Windows10 what a journey it has been" Windows 10 Professional x 64 Fall Creators Update version 1709 / build 16299.98 / NSBU 22.11.2.7 Traditional / Norton BETA tester
Kudos0

Re: Still not sign of latest firmware.

Tony, I just filed this submission at about 8:30-8:44 am Eastern this morning, as I still have NOT received the firmware update for my Norton Core. Still stuck on firmware version 170927_191 with no way to manually update. FIX ASAP! The app said it was Incident 12 after confirming successful submission if that helps. I also included my forum ID and email address.
Kudos0

Re: Still not sign of latest firmware.

Thanks for submitting logs. Our team is looking them over to determine the cause. We should have more information shortly. Thanks for your help, and your patience.

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

Re: Still not sign of latest firmware.

Reset Norton Core, sent log files: Reset Norton Core, app says Core on latest firmware version, still stuck on 191... I’ve had my Core more since June, first time having this issue. Does anyone there have any idea why Core won’t update to 193? FYI, went to local Best Buy, Geek Squad has identical problem with FIVE Norton Cores off the shelf, and they were all stuck on original shipping Core firmware, none updated, so problem apparently isn’t with the Cores. They didn’t even see new firmware, all said they were up to date in Settings>About. With even NEW Cores not seeing new firmware versions, that makes replacing problematic, doesn’t it? Implies major cloud or other server issues on Norton’s side.
Kudos0

Re: Still not sign of latest firmware.

My Core is still stuck on 191. Do you need any more logs or want me to try something to get the update to 193?
Kudos0

Re: Still not sign of latest firmware.

Mine too!
Jim The Greek
Kudos0

Re: Still not sign of latest firmware.

Richard In another thread a user performed one last factory reset. Corrected his issues totally with not getting updated. I believe he let the Core update itself BEFORE connections were made other than getting it setup and online. Just a thought.

Cheers

"From DOS to Windows10 what a journey it has been" Windows 10 Professional x 64 Fall Creators Update version 1709 / build 16299.98 / NSBU 22.11.2.7 Traditional / Norton BETA tester
Kudos1 Stats

Re: Still not sign of latest firmware.

I’ll try that again. Thing is, my Core has always said its downloading and installing the update, and then says update successful, yet its never newer than 191. I’ve also never seen any way to stop it updating after resetting it to factory defaults. Maybe a problem with internal storage medium preventing the upgrade?
Kudos0

Re: Still not sign of latest firmware.

Well, I reset my Core one last time, wiping all data. Now, on top of STILL being stuck on firmware version 191, it can no longer provide any usage data whatsoever, including how much traffic was scanned, nor are any dangerous websites blocked like they were before. I filed an incident report with my logs. Whatever this bug is, it’s a doozie and really needs to be fixed ASAP.
Kudos0

Re: Still not sign of latest firmware.

Indeed this needs an immediate patch and correction. I'm beginning to wonder whether the Core eMMc flash is having issues. Older Chromebooks used these storage chips and were very susceptible to data corruption.

"From DOS to Windows10 what a journey it has been" Windows 10 Professional x 64 Fall Creators Update version 1709 / build 16299.98 / NSBU 22.11.2.7 Traditional / Norton BETA tester
Kudos0

Re: Still not sign of latest firmware.

I didn’t know that, SoulAsylum, but it makes sense. Were the chipsets themselves the cause of the corruption, or their firmware?
Kudos0

Re: Still not sign of latest firmware.

The chips themselves

"From DOS to Windows10 what a journey it has been" Windows 10 Professional x 64 Fall Creators Update version 1709 / build 16299.98 / NSBU 22.11.2.7 Traditional / Norton BETA tester
Kudos0

Re: Still not sign of latest firmware.

Then that’s a big problem.
Kudos0

Re: Still not sign of latest firmware.

Richard Try this on your Core. Just a little trick I use on computers to clear excess static current on the motherboard and it works. Worth a try since nothing else is working. Remove the power from the Core and allow it to sit for about a minute. Then press and hold in the factory reset button for 30 seconds. Apply power to the Core and see whether anything changes.

Cheers

"From DOS to Windows10 what a journey it has been" Windows 10 Professional x 64 Fall Creators Update version 1709 / build 16299.98 / NSBU 22.11.2.7 Traditional / Norton BETA tester
Kudos0

Re: Still not sign of latest firmware.

Ugh. No changes.
Kudos0

Re: Still not sign of latest firmware.

Comment: Would be nice if Norton support staff were aware of the issue. Just got off the phone & he was trying to tell me to go to setting & tell it to update. No such option in either the iOS app or the android app! He also want me to try resetting, which I already did with no success. I followed on of the suggestions posted here, no go!
Jim The Greek
Kudos0

Re: Still not sign of latest firmware.

Skoutariotis Indeed. Support SHOULD be more in the know. Please keep in mind, the Core router is a v1.0 device. As most threads here on the Core boards already know there are unknown issues which are being worked with. And it takes time as you are all too well aware. Compatibility with ISP devices coupled with different user configurations are the most common. The firmware not updating issue, in my personal view, when corrected will have been about a "service related" disconnect. Reading this https://news.microsoft.com/2017/10/16/symantec-powers-consumer-security-with-the-microsoft-cloud/ the announcement seems to lend some credence to that thought process, however we most likely will never know the actual cause of the issue. Hang in there as we all are in this together until the solution is in place.

Cheers

"From DOS to Windows10 what a journey it has been" Windows 10 Professional x 64 Fall Creators Update version 1709 / build 16299.98 / NSBU 22.11.2.7 Traditional / Norton BETA tester
Kudos0

Re: Still not sign of latest firmware.

Yeah, I just got off the phone w/support again & they are hinting that the update is possibly on an as needed bases (per Norton). So, the server that is serving us [those of us at 191] IS the latest, until Norton deems it necessary to issue the latest! So, no point of “fighting” it, it’ll happen when Norton is ready!

Jim The Greek
Kudos0

Re: Still not sign of latest firmware.

I was told by Support that everyone was supposed to have it, but for unknown reasons 191 is unable to download and install updates; they are investigating why and how to fix. The tech tried to send the 193 update to my Core, and my Core never saw it, which confirms part of the issue is in the 191 firmware. Of course that raises another issue: if the currently installed firmware never sees the newer firmware, how do you force update it?
Kudos0

Re: Still not sign of latest firmware.

How about rolling back to 192 & see if it has same issue?
Jim The Greek
Kudos0

Re: Still not sign of latest firmware.

Correct me if I am wrong, the firmware skipped from v191 to v193 leaving a v192 in the dust.

https://community.norton.com/en/forums/norton-core-firmware-update-release-notes

Cheers

"From DOS to Windows10 what a journey it has been" Windows 10 Professional x 64 Fall Creators Update version 1709 / build 16299.98 / NSBU 22.11.2.7 Traditional / Norton BETA tester
Kudos0

Re: Still not sign of latest firmware.

I’m stuck on 191, and there is no 192 to roll back to. There is no method available to roll back to an earlier version, which is a massive diagnostic screw up, and something I’ve never seen before on a router; the ability for the network administrator to be able to roll back router firmware to an earlier is an industry standard, as is the the router administrator being able to manually install or decline firmware updates based on their network infrastructure. For whatever reason, both capabilities, which were present before, are now missing from Norton Core firmware, and removing them has nothing to do with the hardware, but the reasoning behind it hasn’t been made public.
Kudos0

Re: Still not sign of latest firmware.

Correct, SoulAsylum. There was no 192.
Kudos0

Re: Still not sign of latest firmware.

Sounds like Norton ought to be working overtime on these issues! Sounds more & more like they release this product too quickly or didn’t do enough beta testing! Getting a new “super duper” product out there to look good & end up not being ready & getting bad rap on it....

Jim The Greek

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