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Kudos0

How to return a defective Core

How can I return my apparently defective Norton Core?

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Accepted Solution
Kudos1 Stats

Re: How to return a defective Core

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 1903 / build 18362.356 / N360 Deluxe 22.19.8.65 / Norton Core v.282 on Android 2.00
Kudos0

Re: How to return a defective Core

Thank you.

Kudos0

Re: How to return a defective Core

Ok, I've done as you asked. I reset the router before starting. I talked to my service provider and he assured me that the Core and their server were connected and communicating properly. I emailed the log as you requested.
Kudos0

Re: How to return a defective Core

KrashKraft I assume support had you email logs since no one on this thread requested it. Continue working with support and what they are asking of you. I am sure they can get you the answers you need.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 1903 / build 18362.356 / N360 Deluxe 22.19.8.65 / Norton Core v.282 on Android 2.00
Kudos0

Re: How to return a defective Core

I've been very patient over this situation, but my patience is wearing thin now. I pre-ordered my Norton Core on June 24th, after nearly three months waiting I received it on August 25th.  I've had it a week today and have been unable to set it up.  I've done everything that I was asked to do to try to get it to setup. I even went so far as to try to run the setup program with My wife's phone which is a Samsung Galaxy S5, but to no avail.  I have worked with my internet provider and the tech person assures my that their server and the Core are communicating properly.  So, I've come to the conclusion that I have been shipped a defective router. I have filled out the RMA request form and I'n ready to mail it in unless I get some satisfaction,  One idea that has crossed my mind, is an exchange,  I send this Core back and Norton sends me a new one. 

Kudos0

Re: How to return a defective Core

KrashKraft One silly question coming to mind. Are you connecting to the core router via Bluetooth on the mobile device as instructed when doing the initial setup? And do you have a valid Norton account? These are the initial pre-requisites for setting up Norton Core, you need:

  • A broadband internet connection

  • A valid Norton account (see instructions)

  • Norton Core app is installed on your iOS or Android device (see instructions)

  • Data connection and Bluetooth enabled on your mobile device (for initial setup only)

https://support.norton.com/sp/en/us/home/current/solutions/v118380509_core_en_us

Talk to support again, they can assist you with a replacement and the steps you need to take.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 1903 / build 18362.356 / N360 Deluxe 22.19.8.65 / Norton Core v.282 on Android 2.00
Kudos0

Re: How to return a defective Core

Yes to all of the above, except... That when I go to my Bluetooth on my phone, I see all my connections except there is no option to connect to the Core.  Either the Core is not seeing my Bluetooth, or my phone is not seeing the Core's Bluetooth.

Kudos0

Re: How to return a defective Core

There should be a setting within your Bluetooth to "make your device visible to nearby devices". Check for that.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 1903 / build 18362.356 / N360 Deluxe 22.19.8.65 / Norton Core v.282 on Android 2.00
Kudos0

Re: How to return a defective Core

Checking the Galaxy S5 specs it supports Bluetooth LE which is what the core router looks for. Try NOT pairing the two and see if that changes things. That is a known issue on that phone.

https://forums.androidcentral.com/ask-question/726176-galaxy-s5-bluetooth-connect-ble-devices.html

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 1903 / build 18362.356 / N360 Deluxe 22.19.8.65 / Norton Core v.282 on Android 2.00

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