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Kudos8 Stats

*** Don't call tech support, their Core Servers are down 12/22/2017

Admin Edit - Dec 23 2017:

This issue has been resolved, with most customers reporting that the “unable to connect to cloud” error has been fixed for them. If you are still experiencing this issue, please try this potential workaround:

  1. Reboot your cable modem
  2. Then reboot your Core

Thank you for your patience while continue to work on this issue.



I sat on the phone for hours to find out that the Norton Core server's are down.  I lost DNS and could not reconfigure it to use local ISP.  I reset the device and it would give me a cloud connection error.  After spending hours on the phone waiting for technical support, the engineer told me that the servers were down.  Give them 24 hours.  Unplug and rewire until it comes back up.

I thought I would share this information so that you will not have to wait half a day to get them on the phone.

Respostas

Kudos2 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

Thank you!  I have been troubleshooting and rewiring for a few hours until I hooked up my old ASUS router (good thing I held on to it).  They should have this on the support page to save us all some time.

Kudos2 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

I agree.  I told the tech support that they should have a message for people calling in.  That would have saved us a lot of time both troubleshooting and trying to get support on the phone.

Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

I, too, was on "hold" for over an hour before finally setting up my old router to get online and find your note. Thank you. 

Hey NORTON - get the word out and get this fixed.

Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

I have spent over three hours waiting for someone to answer at tech support.  You can get into the call center but tech support is a black hole.  They tell you somebody will be right with you.  I have went back to my old Cisco router.  It is amazing that their tech support line goes down when a lot of people are having trouble.  My Core router quit handling the internet signal.

Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

Yep, sure would have nice to easily find out their system was down. Spent a couple hours chasing my tail and calling my ISP to ensure there were no outages. 24hrs seems like a long time

Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

This is ridiculous EPIC design failure. It seems that our Core routers are dependent on Norton infrastructure being up, and accessible to work. If not then we lose Internet Access. Laos looks like Norton does not have fault tolerant system. This is EPIC fail number two. This is a major design flaw. Someone's ass needs to be fired.

Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

I was thinking the same thing.  Norton needs to modify the firmware so that the mobile app can configure the device without their cloud service.  If they have another outage, the entire Norton community can stay operational. Otherwise the Norton Core just turns into a paper weight.

Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

Since the ding-dongs at Norton didn't bother telling us service was down, how are we supposed to know when it's back up?  Do I just continue the ridiculous process of resetting the Core until it actually connects?  I've already wasted several hours on this, I'd prefer to not even try to connect again until I know it'll work.

Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

Folks: Most all customers, myself included are being or have been hit with outages throughout the day. The services site for status can be reached: https://status.norton.com/ As of this posting its showing "My Norton" as being down, all other services are showing green and up.

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
Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

Thanks a lot. You saved me a lot of time. I have been waiting over the phone.

So, Norton Core is not working until the server is up, right?

Thanks again. Merry XMas!

Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

Glad they have a status page!  Tech support should have told us about it instead of telling us to wait 24 hours and then try again.

Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

Thank you for posting! I was just about to get on the phone with norton

I've family at home and have spent 2 hours helping them work with the ISP to figure out what is wrong.  They reset the ISP router to factory settings and have switched over to the isp wireless.

Now I get to go home and deal with frustrated family, wiring mess and the task of reconfiguring the ISP router.

Norton core APP should say: OUR SERVERS ARE DOWN in the network setting instead of saying "offline"

Additionally they should remove the dependency on the Norton Servers - we should still have internet access even if the Norton servers are offline.

Kudos2 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

There is absolutely no excuse for them not notifying us OR for them making the mobile app access dependent on an internet connection or making our Cores 100% dependent on their crappy servers.  If a server was down that is the message we should get when trying to access a webpage.  It's pointless to post a status check website when a lot of customers cannot access the web at all.  Thankfully some of us knew to keep a functioning router around after the amateurish and disasterly rollout of the Core.  As soon as I saw it was a $300 router without basic IP address reservation capabilities I realized that Norton has no idea what they're doing with this thing and that there would be issues later on and here we are now.  We all have a $300 brick because they have no fault tolerance and one of their poorly maintained servers went down.

Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

Core services will show a green and UP if you visit the status site. That being said I had a serious issue with my Core for the first time ever this morning. A simple power cycle got the issue corrected. However, I had to shut OFF wifi on my smartphone and access the Core app with my cellular data. Give that a go. My app had blocked two devices saying time limits had expired when there has never been time limits on those devices. Therefore blocking my phone. Try your cell data and see whether that gets you access to the app. Power cycle the Core....do NOT do a reset. My Core has been up all days since the power cycle this morning.

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
Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

I wonder if its a regional thing.  I'm on the East coast and have had no problems.

Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

I'm in Houston TX. I have a problem!

Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

Still nothing. I've tried your suggestion of using cellular data. No good. Same problem encountered. Perhaps you're just one of the lucky ones.

Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

Also on East Coast (southeast, SC). Have had no CORE internet since 10:30ish. Still nothing at 16:17. Waiting....

Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

It sounds like if you are working, don't touch it. I don't think it is regional. The status page says that My Norton is down.  I rebooted and DNS was still not resolving.  So I did what the tech's typically tell me to do.  Reset the Norton Core.

Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

Do you happen to have Xfinity?  They have been having outages according to downdetector.com.  If not you can probably check there for your ISP eventhough they are not saying that they have problems.

Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

I've seen reports of outages on Comcast in Houston being reported on downdetector.com.  I don't know if your ISP is Comcast.

Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

I am connected now.  I had to put my old wifi router in place of the Norton Core.

Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

I do have Comcast. However I patched my computer directly through my old router and is working. Thanks for the site

Kudos0

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

Livermore California/ East Bay Area

I'm down!

Hey Norton, send me a text, email, or something. Been chasing this for hours!

Kudos0

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

Thank you for the post!  Same issue here.  Reverted to old router while they get this fixed.  A status in the app would be nice for troubleshooting.

Kudos0

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

This mess always happens on a holiday when no one will be around to deal with it. IF I get some additional info to share I will post that here for everyone.

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: *** Don't call tech support, their Core Servers are down 12/22/2017

This mess happens when you have terrible design flaws compounded by poor project planning and leadership.  That coupled with no customer service or support assistance brings us to where we are now.

Kudos0

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

How can their server being down affect our internet? Probably were hacked...

Kudos0

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

In Michigan, Core failure at about 10:30EST.  Thanks for making me wait on hold forever Norton!!!  Not to mention Christmas break just started and my kids have no internet.  Real smack in the face - Norton just lost a lot of credibility with me.

Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

Hey Norton........Really!!!........
-Your DNS Server Cluster(looks to be One(1) server) goes down and the customer and site router become useless for Internet Browsing..........
-Seems as though everything resolving via ping and trace using IP(Private and Public), but not via name.
-Local network does not seem to be an issue based on limited testing......

-No failover resiliency at your location, nor for customer at local router point......
-Customer has no way to access his router to manually admin fix anything, including DNS.......

-You forced me to do a quick re-wire back to your competition, CUJO SmartFirewall, and the network and browsing instantly back up and working without a problem as it had been for past year!
-Norton you are not ready for PrimeTime......
-You have too many basic client router/network options not ready, not available, not working......

-Hey Norton...... it has to be nice to use your clients as your R&D in producing a working Device, at the expense of your client.

-So far you have not let me down in my expectations.......
Aside from this incident.........
I received router in August and waited until recently to install,
I was thinking you do not know how to do routing and
would limit me on my options within the router to mirror my existing network........
WOW was I correct......

-I was forced to switch from a 10 network to a full class B (172.16.0.0)....had to renumber all statically assigned devices....
-no summarization being used.....
-all new device added via DHCP get the same IP 172.16.xx.2 except the 3rd octet changes....what is that....

-seems as though when tracing to a destination from dhcp devices(ex.172.16.2.2, 172.16.7.2),
device shows gateway being the router(172.16.0.1),
but the actual trace goes to a 172.16.2.1 or 7.1 respectively which is not gateway IP,
but instead some new hidden local gateway based on dhcp device given IP......
strange, what are you doing?.....
address reservation limited to changing 3rd octet of IP only,
even though network can be assigned any IP by rule......

And with all that, you have Core backbone problems that should be seamless to the client.
Not looking good!

Kudos2 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

ONCE ITS UP, HERE'S MY NEXT MOVE...

As soon as I can get back online I'm going to point my Norton Core to my Internet Provider's IP.  This accomplishes 2 things:  1) If Norton goes down, it won't affect me.  2) All my information will NO longer be routed through Norton's Server.  If your IP doesn't have an IP address you can use, Google has several that are available.  

Here's how (as stated by Norton)

  1. Launch your Norton Core app.
  2. On the top-left corner, tap the menu icon.
  3. Tap Settings > Network > DNS.
  4. In the DNS screen, under DNS Provider, select one of the following: Norton Secure DNS (Recommended) ISP's DNS. ...
  5. On the top-right corner, tap Save. The Norton Core router will restart for the DNS changes to take effect.
Kudos0

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

On West coast in S California. Intermittent problem this morning, and now not working at all, Spent hours trying to trouble shoot what the problem was, changing cables, rebooting modems, etc. Finally when hooked to my original router, back working. Wasn't sure if it was a cable, modem, switch, Norton core.

Would be nice to get a text or email or something to help save time. Have been on phone for long time and guess I will hang up after reading all the above entries!

All who write how we are tied to Norton to enable our setups to work are correct. DNS not responding error from computers from the Norton side, it seems, as all works when hooked up to my old Frontier router!

Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

After asking that same question, here's the answer.  Norton Core points to the Norton Servers to provide the Internet IP locations.  I was NOT aware of this. Once it's back up I'm going to repoint my Core to my Internet's IP address.  Here's what Norton says about that

  1. Launch your Norton Core app.
  2. On the top-left corner, tap the menu icon.
  3. Tap Settings > Network > DNS.
  4. In the DNS screen, under DNS Provider, select one of the following: Norton Secure DNS (Recommended) ISP's DNS. ...
  5. On the top-right corner, tap Save. The Norton Core router will restart for the DNS changes to take effect.
Kudos0

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

I just spent three hours troubleshooting, on hold with technical support, browsing the web for answers and the reason is Norton's servers are down? This a colossal fail. I do not own another wireless router so all my devices are offline rendering my security cameras and baby monitoring abilities null. At what point do I get the money I wasted on this paper weight back or does class action lawsuit sound better?

Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

The issue I ran into using third party DNS servers is that the Norton Core parental content control stops working.  However because of this issue, I will probably redirect my DNS to the ISPs DNS.  I can point my ISP's DNS to openDNS for content control.

Kudos0

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

Hello DustyCade Understanding your frustration 100% sir. However!! Your language is out of bounds for the forums so I will ask that you keep things civil while we all await for some information that we currently do not have. Thank you in advance.

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: *** Don't call tech support, their Core Servers are down 12/22/2017

Spent 1.5 hours chasing my tail until I bypassed the Core and decided to came here before calling Core tech support.  Thank you for saving me that frustration.

Still down in Dallas, TX.

Kudos0

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

I am in NC.  I had to hardwire my Ethernet back to the modem and was able to get on to discover this.  This entire Core experience has left much to desire.  Seemingly each week, there is an outage overnight which really causes concern because my Nest is hooked to this as well.  Fortunately I keep Alexa going all night so if the "thunderstorm" sound effects cease, I know the router went down so I can get up and reset.  Geez people!  Norton is better than this.

Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

The system should be up again, at least it is here in Las Vegas. I had spent all day trying to fix what I thought was a Cox Cable issue and the troubleshooting included a factory reset of the core before finding this forum. About 15 minutes ago I was able to access the app's startup menu and get everything running again.

Kudos0

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

Thanks TB. IF you all try to get your Core online again DO NOT factory reset. Power cycle the Core ONLY and let it restore from the cloud.

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
Kudos2 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

It does appear to be back up in the northern Illinois/southeastern Wisconsin region. 

Hopefully some kind of explanation with an apology is sent to their customer base after the holidays.

Thank you mods/gurus for allowing us to vent and the prompt responses.

Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

DC I have sent private messages to the two people at Symantec/Norton who can get the answers about what has/is taking place. Being its the Christmas holiday weekend as you said something official SHOULD come at least early in the week next week. Hoping that happens sooner than later.

Although I am just a user as you all are here, I am here to help never hinder. I too enjoyed the pains of working around this issue earlier today. I'm not an Symantec or Norton employee but want to express sincere regret that anyone had to endure this and especially during a holiday.

Please hold in mind the thought that technology does break and more frequently than most of us ever know of. I am sure that is the case here as the "cloud" based infrastructure is the way of the future with most fortune 500 companies. Thanks to everyone for being patient. As soon as there is some information rest assured that myself or another Guru/Admin will post it. Have a grand holidays everyone!!

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: *** Don't call tech support, their Core Servers are down 12/22/2017

I just powered mine back up and it connected and restored from backup.  I am located in the Dallas TX region.

Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

Issue has been resolved according to https://mobile.twitter.com/nortonsupport

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
Kudos2 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

Hi,

We are sorry for the inconvenience caused. This issue has been fixed. Should the issue recur, please let us know. Thank you. 

-Gayathri

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

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

Spent four hours with no one answering. Finally hooked up old Netgear router and have internet back. Figured out pretty quickly that it was the Core but didn't find the blogs till now. Big wasted day! Thanks Norton.

Kudos0

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

The Core is working again. Will need to run setup again if you reset it tho.

Kudos1 Stats

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

That's NOT good enough.  At all.

What caused the problem?

Why didn't you notify us of the problem?

Why did it take you so long to fix it?

What concrete steps have you taken to make sure it doesn't happen again?

Kudos0

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

All the same questions I asked when I did get through after 4 hours on hold. Only to get no answers no help. And the tech not understanding all i needed from him was a supervisor or the answers to the questions. I will go back to old router and firewall at least their i could change dns or hey try and do a release and renew on the ip address of the core.

only thing they will tell you is reboot or reinstall the core.

and with any luck you will have cell phone service that is not going through wifi to connect to the internet. or you are truly screwed with this product.

Kudos0

Re: *** Don't call tech support, their Core Servers are down 12/22/2017

maybe you can tell me how to reinstall the core if you are using your internet to connect your cell phone to the internet because of limited cell service in your area?

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