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Kudos0

Norton Core Continually Crashing

I was very happy 6 days ago to get my advanced ordered Norton Core.  I received the box, unpacked it, downloaded the Android app, and followed the set up.  It worked great--for 3 days.  

I then got a notification of an intrusion and was so happy that Core stopped it and blocked it.  All is good?

A few hours later, the unit would not communicate with y mobile app and stopped all internet activity.   So I thought, well lets just shut down the cable modem, and the Core and wait a few minutes to power up.

I did a normal sequence.  Powered up the modem wand waited 2 minutes.  Then powered up the core and waited a few minutes.  Then tried the app to see what the home screen said--app would not power up, "No Internet connectivity".   

So I thought, must be an issue with my provider.  So called them and had them run a line test.  Everything ok.  Even went and hooked an old router to the modem.  All fine--works with the old equipment.

So I put in a call to Core support.  It took two hours.  We factory reset the device.  We again performed the startup sequences to what support said we should do.  We downloaded the app and tried to communicate with the device.  We tried so many things I began to fill in the customer support's dialogue before they said what to do.  

Finally after 2 hours, I again uninstalled the Android app and reinstalled.  I reset the modem and powered down for 5 minutes.  I reset the Core and powered done for 10 minutes.  I loaded the app and complete erased my data and started a new Core install.

It worked.  For 2 days.  Now here I am again.  The Core got an intrusion attempt to a device (we have a NAS behind the firewall (all firmware up-to-date) and once it got traffic it said was suspicious, it worked for about an hour and now I'm back to nothing working.  I went back to the old router.  The Internet is fine.  The Core cannot see it and once again, the app doesn't recognize the Core.

It's a nice idea, the Core, But I cannot spend 1-3 hours with customer support every few days to work on something that should be easier (and I'm a computer scientist by education).  This is insane. (and yes, my core is running the latest firmware).

Do I have a bad unit?  Is the App (on my Samsung Galaxy 7, with it's latest OS and device firmware) the issue?  Why when I get an intrusion, does the Core go dark even after it's been reset?

So frustrating!!!  I think I have a lemon!!!!!

Respuestas

Kudos0

Re: Norton Core Continually Crashing

Mark,

In another thread the solution was to factory reset the Core router AND remove the Core app from the devices being used to control and setup the core. When the router was restored to factory NO FIRMWARE updates were applied. Just the initial setup and configuration then rebooted the router.

If you have a screenshot or can get one of the intrusion that is making the core router go dark please post so we may have a closer look at what you are seeing. Here is how:

https://community.norton.com/en/forums/how-post-image-forums-0

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 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
Kudos0

Re: Norton Core Continually Crashing

I had issues with the app while on WIFI, when I turned it off and relied on only mobile data - the problems went away.  With the APP software update I needed to do it again and re-sign into my account.  It would not work while connected to my WIFI (through the Norton Core router)

Kudos0

Re: Norton Core Continually Crashing

Sam did you perform the tasks I gave Mark in my last post? If so please let us know your results if you'd be so kind. Thanks.

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 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
Kudos0

Re: Norton Core Continually Crashing

I'm not using wifi so that hasn't been my issue (or I think not).  The app has been erased and completely reinstalled 3 times now.  Each time, I don't use the old settings just create a new one from scratch.

I've also done the factory reset several times along with the reinstallation of the app.  I go through a complete set up including the updating of firmware (which is automatic it seems on an install).  I then check the app to see if the firmware is up-to-date.

And once again, it crashed in the same way last evening and at this point I've removed it and unplugged it.   To me, it is looking more and more like there is something materially wrong with this Core or the hardening process used to put this product into GA did not account for all the problems--aka bad use cases.

So, nothing new to report except I'm once again sitting with a dead Core.

Kudos0

Re: Norton Core Continually Crashing

Mark Applying NEW firmware updates seems to have been a problem for others with similar issues. One user has the known issue where an intrusion gets isolated within the core router and forces them no other choice other than factory reset. They DID NOT update firmware past the one initially on the router when purchases. In my post to Sam that was my suggestion as others are reporting when they get the latest firmware AFTER doing a core reset the firmware update hangs. As well as causing other issues. Pain in the rear as it will be that is my boilerplate.

When the router was restored to factory NO FIRMWARE updates were applied. Just the initial setup and configuration then rebooted the router

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 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
Kudos0

Re: Norton Core Continually Crashing

Sure thing.  My Core states (per the Android app) "Firmware Version: 1780818_164 (up-to-date)".  The Android app is per the Samsung Application menu states, "Norton Core Version 1.14".  Notifications are "Allowed", Permissions, "Location", downloaded from the Google Play Store.

If you need anything else, let me know. 

Kudos0

Re: Norton Core Continually Crashing

Thanks Mark. I've sent you a private message for obtaining logs. Let me know if you have any questions. Thanks.

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

Re: Norton Core Continually Crashing

Good luck Mark. I'm using a Galaxy S7 as well, and have gone through nearly identical fixes that you have.  One exception is that I haven't been live with Core long enough to detect anything.  I also have 8+ hours since Friday on and off the phone with tech support.  Now the Escalation Team has engineer's working to figure out what's going on with similar app connectivity issues, etc.  Apparently we're not the only ones.

Chuck

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