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Core just started dropping internet — a dozen times today.

Have used Core for few weeks.  Today it started intermittently dropping Internet connection: a dozen times so far today.  Keep resetting.  Holds for a little bit.  I know of nothing that has changed from yesterday except iOS 11 update on tablet.

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Re: Core just started dropping internet — a dozen times today.

Nittany check the core settings and see if you are using the latest firmware. It should be auto updating on its own.

https://support.norton.com/sp/en/us/home/current/solutions/v119362017_core_en_us

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 17763.503 / N360 Deluxe 22.17.1.50 / Norton Core v.282 on Android 1.98
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Re: Core just started dropping internet — a dozen times today.

Thanks, I will try that. I appreciate the fast reply.

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Re: Core just started dropping internet — a dozen times today.

No such luck. Firmware is updated.

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Re: Core just started dropping internet — a dozen times today.

Same issue, *seems* to have started shortly after the firmware auto-updated, but could be coincidence.  

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Re: Core just started dropping internet — a dozen times today.

Another poster in this thread area had success following these steps. Maybe it will provide some results for you as well.

https://community.norton.com/en/comment/7640271#comment-7640271

Last resort: https://support.norton.com/sp/en/us/home/current/solutions/v118380611_core_en_us

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 17763.503 / N360 Deluxe 22.17.1.50 / Norton Core v.282 on Android 1.98
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Re: Core just started dropping internet — a dozen times today.

Thanks.  This sounds promising.  Mine started acting up during the early morning hours when I assume it was updating.  I will post the results.  I really appreciate the advice and help from all.

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Re: Core just started dropping internet — a dozen times today.

Mine started doing this very shortly after the firmware update to 170920_180--though my entire LAN goes down, not just internet or wireless. Everything just suddenly drops for a minute or two, though my stuff does eventually come back online with no intervention. I experience the same thing as above within the app (1.18), as well, and the LED on the router starts flashing white until if finally comes back online. Granted, I'd have this happen very occasionally on the old firmware, but this is daily at the very least. Can't say it is 12x per day, though, as I haven't been around long enough to ascertain that. Has done this 2x today that I'm aware of.

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Re: Core just started dropping internet — a dozen times today.

Oddly enough, problem seems to have worked itself out.  Tried all the suggestions: nothing.  Then, overnight — Viola!  Thanks to all/

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Re: Core just started dropping internet — a dozen times today.

Great news Nittany. That does happen ...its just a shame the fix isn't known so other can see the results.

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 17763.503 / N360 Deluxe 22.17.1.50 / Norton Core v.282 on Android 1.98
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Re: Core just started dropping internet — a dozen times today.

Greetings

I have had this same issue many times over the last week. The problem appears to be caused by using Norton Secure DNS as your DNS provider. I changed that back to using my ISP DNS and have had no issues since then. What was happening is that at times (for whatever reason) the DNS Server was not responding as it was not recognized. Don't know why or if Norton has a fix for that.

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Re: Core just started dropping internet — a dozen times today.

NEVER MIND FOUND IT:  I'll see if it helps:

Where is this setting to switch which DNS provider you're using? I'm not able to locate it and my Core drops connection several times a day.

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Re: Core just started dropping internet — a dozen times today.

I've had the same problem for the last four days.  Up and down two to three times a day.  Have app v1.18, iOS 11.0.1.   Firmware v 170818_164.  The app does not allow me to check for updates to _180.  Had Core since mid-Aug, no problems until now.  19 devices connected.

Have ATT gateway with wireless.  I think what happens is: if the ATT gateway burps or internet connection stops for a few seconds, then Core drops its connection, light turns amber. When the gateway is back up, Core does not re-engage automatically, light is still amber.  When the Core is down, I can get a wireless connection through the ATT gateway.  I have to power down Core, wait 15 secs, plug in, everything comes back up, light turns white, and works until the next drop. 

Trying the ISP's DNS setting to see if that works.

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Re: Core just started dropping internet — a dozen times today.

Thank you Danny Lowell.  Since changing the Domain Name Server (DNS) to my ISP instead of Norton's, I've not had a single dropped connection on any of my devices.  This worked for me and hopefully it will work for others.  It does lower your security score, but I'd rather have a lower score and be able to use the Internet instead of a higher score and have no reliable access.

For those just tuning in, if your Core drops connection a lot, go to the app Settings > Network > DNS and change it off the Norton (recommended) one to another such as your ISP DNS and see if that helps.

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Re: Core just started dropping internet — a dozen times today.

Glad that helped. That type of issue is very frustrating. Since I changed that setting 3 days ago I have not had a single problem.

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Re: Core just started dropping internet — a dozen times today.

Well not quite!!!   I changed my DNS to ISP's DNS and this morning Core dropped out again.  Keep and eye out.

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Re: Core just started dropping internet — a dozen times today.

I changed the DNS, too. (Thanks.) So far, no issues,  Not a cure but a good fix.  Now if tech support can just get us back to being able to use Norton’s secure DNS with no adverse issue!

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Re: Core just started dropping internet — a dozen times today.

Back again....   after changing the DNS (note my post above), the Core worked fine for about 24-hours and then the problem came back.  I contacted support via phone and spend about an hour resetting modem, core, phone app, etc.  After all of that, I had NO internet.  That's right, the core no longer would setup and there was nothing tech support could do.  Support had me send log files from the app and from the core itself and said they would get back to me within 24 to 48 hours.  Because I can't be that long without Internet I ran to WalMart (only place open late at night that sells routers) and bought a new router.  I'm returning the core for a refund.

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Re: Core just started dropping internet — a dozen times today.

Yup, same thing happening for me. Changed DNS back and forth, same internet drop.  I do not want to return the Core because I like the concept very much.  But, to solve my internet connection I have to use my ATT gateway/wifi as an interim.  Support overseas said I would get a call from a higher up tech....so far nothing.  I called support back to see if I could get escalated.  Nope, because they are not in the US, they don't have anyone they can directly escalate.  Norton, needs to follow up and post something here.   Going on too long.

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Re: Core just started dropping internet — a dozen times today.

Hi,

I'm sorry about the issue you're facing. I have notified the engineering team regarding this, and when I get an update, I'll post to this thread. Also, please be sure to run the latest firmware version. Thank you for reporting this on the forum. 

-Gayathri

Gayathri R | Norton Forums Global Community Administrator | Symantec Corporation
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Re: Core just started dropping internet — a dozen times today.

Hi @jayarr7, I have notified the concerned team about the call back. Thank you. -Gayathri
Gayathri R | Norton Forums Global Community Administrator | Symantec Corporation
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Re: Core just started dropping internet — a dozen times today.

Just a thought to everyone. Are you all on the latest firmware update v191?

https://community.norton.com/en/comment/7647641#comment-7647641

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 17763.503 / N360 Deluxe 22.17.1.50 / Norton Core v.282 on Android 1.98
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Re: Core just started dropping internet — a dozen times today.

Greetings

Since changing setting to ISP DNS 5 days ago I have had NO drop or browser/slow internet issues. That includes before V191 was installed and after. When I debugged this problem on Chrome the error that I got for the Norton secure DNS was something like "invalid or unrecognized DNS," the result being "Server Not Found." This should be relatively easy for Norton to resolve.

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Re: Core just started dropping internet — a dozen times today.

All: Check your hard wired devices for having wifi enabled. Disable wifi on those devices and monitor your issues.

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 17763.503 / N360 Deluxe 22.17.1.50 / Norton Core v.282 on Android 1.98
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Re: Core just started dropping internet — a dozen times today.

All: According to Symantec Employee @Benz  a release is forth coming next week to correct some gaming lag issues, in the form of an firmware update as well as an app update. I HOPE this will address a common core issue with your connection dropping as well. Since ALL core owners should get the new firmware automatically once it is released please report / post back here whether it addressed any of your issues as well. We can then add this solution to the release notes and hot fixes thread through an admin for others to see. https://community.norton.com/en/comment/7661371#comment-7661371

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 17763.503 / N360 Deluxe 22.17.1.50 / Norton Core v.282 on Android 1.98
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Re: Core just started dropping internet — a dozen times today.

Hi,

Is anyone still facing this issue? If yes, could you please shake your phone to report the issue, and private message me your Norton Core serial number? Thank you so much. 

-Gayathri

Gayathri R | Norton Forums Global Community Administrator | Symantec Corporation
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Re: Core just started dropping internet — a dozen times today.

Yes, have sent private message per your request.  Thank you.

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Re: Core just started dropping internet — a dozen times today.

@Gayathri_R:  Per your private message and this thread, I unpacked my Core (was returning it) and ran the setup again to update to Firmware v. 193.  It as only been up for about 36 hours, but so far no disconnect issues.  I'm still getting a slight lag when gaming, mostly noticeable in online games like World of Warcraft and when talking to Non-Player Characters (NPCs).  There's a delay in their chat boxes opening and accepting and turning in quests that is not there when running my other router, but is there on the Core.  But, no disconnects so far. :)

Bob

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Re: Core just started dropping internet — a dozen times today.

All: Following up on the thread status. Has every been able to get the app version 1.20.2 & firmware v193 successfully? If so are your issues resolved? Thanks 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 17763.503 / N360 Deluxe 22.17.1.50 / Norton Core v.282 on Android 1.98
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Re: Core just started dropping internet — a dozen times today.

I'm having the same problem as jayarr7. I lose the internet but my LAN stays up. All was fine for months before the version 180 upgrade on Sept 22nd. Failures started happening multiple times per day with versions 180 to 191. Now at 193 and it stays up for more than 24 hours. The only solution so far has been to power down and back up. Have not yet tried a full factory reset. Am not using Norton's VPN (yet).
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Re: Core just started dropping internet — a dozen times today.

As of yesterday (2017/10/19), I have app version 1.20.2 and firmware version 193. The problem is not yet resolved - today (2017/10/20) the Core had a yellow error light and I had no internet access.
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Re: Core just started dropping internet — a dozen times today.

All: The core firmware has updated to version 202. Have you all gotten it and are your issues still persistent ?

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 17763.503 / N360 Deluxe 22.17.1.50 / Norton Core v.282 on Android 1.98
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Re: Core just started dropping internet — a dozen times today.

All OK to 2:41pm Wed.  I think it's been about 36 hours since 202?

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Re: Core just started dropping internet — a dozen times today.

I got the update overnight this past Monday. Good hearing your Core is up jayarr7.

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 17763.503 / N360 Deluxe 22.17.1.50 / Norton Core v.282 on Android 1.98
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Re: Core just started dropping internet — a dozen times today.

All Following up in the thread to see what everyone's status is with the latest firmware version 213 release. @Nittany since you are the original poster and seem to have your issue resolved you can mark the thread as solved if you wish. We will continue to follow-up with the posters after your solution and get their present status as well.

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 17763.503 / N360 Deluxe 22.17.1.50 / Norton Core v.282 on Android 1.98
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Re: Core just started dropping internet — a dozen times today.

I have 213.  Core dropped a few times after 213 was installed.  But it has been up for the last three days.  

Ooops....ten minutes after I wrote the above.  Core dropped.  And this time the light stayed white, not amber.  

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Re: Core just started dropping internet — a dozen times today.

Hello again jayarr7 The Core remaining WHITE suggests it lost internet services from your provider. I know at this point hearing that something in your setup is not correct is not a good thing. That would seem to be the "most common" issue I have seen on the Core boards regarding dropping internet on a random basis. I suggest that you double check the way you have your network setup and base that on the type of service into your dwelling, ISP device being/not being used, personal router, etc. Personally I have to use a NAT-NAT setup with FIOS (TV & VOIP phone use the ISP DHCP routing) and using the installed cable in the house. I haven't had a service drop since initially setting up Core.

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 17763.503 / N360 Deluxe 22.17.1.50 / Norton Core v.282 on Android 1.98
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Re: Core just started dropping internet — a dozen times today.

Hi @SoulAsylum

Always appreciate your wisdom.   Actually when the internet connection goes down and the light stays white, I still must reboot by unplugging the power.  I've always wondered if my AT&T Uverse connection goes down or hiccups for a second or two that it would trigger a Core drop.  It's happened before I purchased Core.  But the same question comes up: if the internet connection from my ISP drops, why can't core reboot itself and/or reconnect on its own?

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Re: Core just started dropping internet — a dozen times today.

" But the same question comes up: if the internet connection from my ISP drops, why can't core reboot itself and/or reconnect on its own?"

Because Core does not have, yet, a decent firmware to tell the internal chipset to be "always on", so when connection drops it stays stupid and asks for user interaction.

Could also be an issue with ISP's Access Concentrator having difficulties to communicate with Core and re-establish the link automatically.

A note to all users: having Core dropping the connection is the result, it's not necessarily Core's fault, it could be a multitude of issues starting from your home's equipment, wall outlets, internal cabling etc, all the way long until your ISP's equipment/network. All those can be tested with appropriate equipment, your home with a technician and the rest by an ISP tech.

What could help troubleshooting?? Of course a dedicated UI advanced page of Norton Core showing logs, bit error rate, SNR dropouts, external impulse noise affecting line signal strength, ,unless you have a point to point fiber connection, in that case you are good, and many other parameters which can help you determine the root cause of the problem.

If you can check frequently your SNR margin, daily errors count, both upstream and downstream, and you line's max attainable rate fluctuation which should very low to low, you should be able to be aware a if something odd could affect your connection status  and act accordingly...

In other words, any router that respects itself, should provide some advanced line stats which can often be very useful.

Hope this helps.

Kindest regards,

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Re: Core just started dropping internet — a dozen times today.

Have 213, connection still dropping frequently (more than once per day), still requires power cycle to get it working again.

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Re: Core just started dropping internet — a dozen times today.

jam123 Apostolos has presented a great rendition of what many users are indeed seeing across the forums with loosing internet connectivity. Core usually gets the blame for incorrectly setup ISP/personal devices being utilized. Given we do not know your personal setup and it wasn't offered if you could share that info with us it would be tremendously helpful as a starting point.

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 17763.503 / N360 Deluxe 22.17.1.50 / Norton Core v.282 on Android 1.98
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Re: Core just started dropping internet — a dozen times today.

There are no less three other Norton Core Forum threads on this same topic: dropping internet.  I posted the following on the other threads.  

This morning I received an email from Norton's marketing praising the Core and that Norton has listened to it's customers and rolling out new features for Core.  Well that set me off big time.  Obviously Customer Service is not talking to Marketing and our concerns and complaints are not being heard by Corporate.  

It's time to complain loudly to Norton Corporate and on Norton's social media.   Norton Customer communication is wholly inadequate.  Am sending the following to Norton's press, investor relations, Norton Facebook and Messenger.  

Norton Press Relations:

I am writing to alert you to some potentially very negative press and social media commentary about the Norton Core product and how Norton is mis-handling a serious public relations issue. 

A very large number of users are experiencing numerous "dropped internet connections" while using the Core.  

The complaints on the Norton Core Forum are not isolated nor insignificant, and have been piling up since early September with many people reporting no significant solutions.  

Many of the users, including me, are expressing extreme frustration with Norton’s handling by not adequately communicating with its customers about what’s being done to fix the issue.  Engineers are collecting feedback but there has been no official communication with customers other than firmware updates and no other explanations.  

Users who have stood by waiting for improvements to the product are now trying to return their Core product, only to be told their return periods are expired.  

Norton Customer Service is not adequately handling the situation.

Complaints are becoming louder and likely to reach an organized level of social media and to tech news.  

I suggest Norton issue a statement to users about what’s being done to fix the issue and restore customer confidence that the issue will be resolved, soon.

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Re: Core just started dropping internet — a dozen times today.

jayarr7 Please see my post on the other thread: https://community.norton.com/en/comment/7747521#comment-7747521

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 17763.503 / N360 Deluxe 22.17.1.50 / Norton Core v.282 on Android 1.98

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