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Losing internet connection

I just received the core and installed it yesterday.  I am now losing my connection constantly on my desktop and laptop.  This is extremely frustrating.  What can I do?

Antworten

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Re: Losing internet connection

Since 226 I've had to perform just one power cycle.  Perhaps the firmware update needed it, dunno.  But so far uptime is good.  I too will reconnect a bunch of devices and see how it goes over the next week.

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Re: Losing internet connection

I'm updated with 226 and app 1.28 and mine is still not working.  Spent 1 1/2 hours today with support on phone after a chat session with support earlier.  Yes, multiple logs have been sent. Wifi will not broadcast at all.  On the rare occasion I can find the network name, it says its out of range....in the next room.  Support is sending my case to engineering.  I'm currently using a bridge from my old router to the core and the only wifi I have is through the NETGEAR.  Remind me again why I paid so much money for the core router?

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Re: Losing internet connection

Hello wvud6 I would almost bet your setup isn't correct.

You said you were getting wifi message that you were "out of range" and "on the rare occasion you can see the network name". This suggests wifi IS indeed broadcasting. The basic distance for Core broadcasting within a structure is around 80-100 feet. If you have the Core in close proximity to other devices such as a TV, cordless phones, stereo, etc. they will interfere with one another and Core. If you also have Core on one floor and users are on another that can drop your wifi as well.

Let me get some basic info from you if I may;

-Who is your ISP and what ISP device are you using to connect to the ISP? Maker and model if you can.

-Do you also have TV and phone services from your ISP which require the ISP device to function?

-Your Netgear router name and full model info.

-Did you setup SEPERATE SSID's for your 2.4 GHz and 5.0 GHz networks, also using different passwords?

Cheers

"From DOS to Windows 10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 20H2 / build 19042.630 / N-360 Deluxe 22.20.5.39 / Norton Core v.200827_317 on Android 2.28.01 / Opera GX LVL 2 (core: 71.0.3770.310) w/Chrome Extensions
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Re: Losing internet connection

@SoulAsylum

Great questions.  I would ask a couple more:

  • Are you "bridged", if so, why?
  • Do you use FiOS TV/Voip
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Re: Losing internet connection

Core is not on the floor.  Its is not near any TVs or cordless phones.  The only thing it is near is the router it's bridged to, but if I turn off the wifi on the router the Core SSIDs still don't show. 

Who is your ISP and what ISP device are you using to connect to the ISP? Maker and model if you can.  Citynet.  We have fiber optic cables so there is no modem or router.  When Core was first released, fiber optic users were told to bridge the Core with a router (threads from 8/16-17) but that was fixed with a firmware update and I didn't need to bridge for months. I disconnected Core for a month because of all of the issues (I work from home and couldn't afford the time off from rebooting).  When I attempted to start Core today, it would only work with the bridge. If I connect my fiberoptic Ethernet cable directly to the Core, it still doesn't work so I had to go back to the bridge option.  

-Do you also have TV and phone services from your ISP which require the ISP device to function?  No.  Everything in the house streams.

-Your Netgear router name and full model info.  Netgear Nighthawk R7000

-Did you setup SEPERATE SSID's for your 2.4 GHz and 5.0 GHz networks, also using different passwords?  Yes.  Only the 2.4 will occasionally show but I only have one bar. 

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Re: Losing internet connection

wvud8 Have you disabled wifi on the Net gear router and rebooted it and the Core? Both being enabled they MAY be transmitting on the same channels and cancelling one another out. On the Core change the network channels. Here is how:  https://support.norton.com/sp/en/id/norton-core-security/current/solutions/v119712906_core_en_us?entsrc=redirect_pubweb

Cheers

"From DOS to Windows 10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 20H2 / build 19042.630 / N-360 Deluxe 22.20.5.39 / Norton Core v.200827_317 on Android 2.28.01 / Opera GX LVL 2 (core: 71.0.3770.310) w/Chrome Extensions
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Re: Losing internet connection

That didn't work either. I can't get the network to broadcast at all. Neither the 2.4 nor 5 can be seen even on devices in the same room.
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Re: Losing internet connection

wvud6 Either your Core router is a paperweight or its not setup correctly. ONLY one of those two things exist. One final question and I will suggest support for remediation of your issue. Do you have a static IP given to you by your ISP?

"From DOS to Windows 10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 20H2 / build 19042.630 / N-360 Deluxe 22.20.5.39 / Norton Core v.200827_317 on Android 2.28.01 / Opera GX LVL 2 (core: 71.0.3770.310) w/Chrome Extensions
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Re: Losing internet connection

No, it's an DHCP IP

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Re: Losing internet connection

Thanks for the update. Have a look at this screenshot then check your settings within your Core app. See if the broadcast network setting is enabled.

"From DOS to Windows 10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 20H2 / build 19042.630 / N-360 Deluxe 22.20.5.39 / Norton Core v.200827_317 on Android 2.28.01 / Opera GX LVL 2 (core: 71.0.3770.310) w/Chrome Extensions
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Re: Losing internet connection

I may not be an expert, but that's a little insulting, of course I checked that first. Both SSIDs have broadcast enabled.
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Re: Losing internet connection

wvud6 Insulting? You MUST understand that I am completely reliant on the information you give me to assist. Checking every setting is a part of that process if needed. At this point I believe it best that you continue your support case with the engineering team as before...best of luck. Have a great day today.

SoulAsylum

"From DOS to Windows 10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 20H2 / build 19042.630 / N-360 Deluxe 22.20.5.39 / Norton Core v.200827_317 on Android 2.28.01 / Opera GX LVL 2 (core: 71.0.3770.310) w/Chrome Extensions
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Re: Losing internet connection

Put my Core back into service on 1/19, updated to 226, set DNS to Norton.

No problems since. 

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Re: Losing internet connection

Been following and trying all suggestions for quite a while now. I notice that no one has posted in a couple of weeks. Does this mean that I am the only one that still has a problem, or has everyone just given up? Mine has behaved better recently, but I still have to power down about once a day. All recent events have been loss of internet on individual devices one or two at a time. I am thinking my solution may be to just install a remote controlled switch on the power line to the core and accept the power cycle as part of owning the core. Of course that eliminates the option of remote access to devices if I am not at home when it happens. If there is another solution, I would be happy to hear it.

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Re: Losing internet connection

All has been ok with only 4 devices connected (no IOT devices or NEST or MAC) since Jan18. ver _226 much better and new DNS (at least in name for Norton).  BUT --Failure to start after ISP was out for 30 min last night.  Solid yellow light.  Did not help to restart -still solid yellow.  Needed a restart of cable modem (Arris DG1670A) and then core.  Then all worked again .  Logfile sent. This indicates a remote IOT switch needs to be on modem and on core.  

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Re: Losing internet connection

I've more or less the same experience as DNP (except no ISP outage ).  Six devices connected, only 1.18GB traffic scanned.   Solid white ring light with no outages - I haven't had the chance to switch my Core back to become the main router (when it would connect 20+ devices and scan 10's if not 100's of GBs worth of traffic).   I have my Roku Ultra connected via wired ethernet, which my kids use to watch Netflix and Plex - if there was a problem, I'd likely have heard about it ... and rapidly.

Anyone else have their Core set up so it is handling much more load in devices and traffic scanned?   The performance difference for me under these two conditions is like night/day, though the last time I had it under heavier loads was mid-Dec.   Either it's all fixed up, or maybe there's still something going on with performance under load?   Maybe within the next couple of weeks I'll switch out my main router for the Core and see what happens...

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Re: Losing internet connection

All has been well since mid January.

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Re: Losing internet connection

Hi,

How frequently are you seeing connection drops? Could you also post which firmware version you're on currently? Thank you. 

-Gayathri

Gayathri R | Norton Forums Global Community Administrator | Norton Lifelock
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Re: Losing internet connection

So far 226 seems to be holding.  I have AT&T u-verse service which occasionally goes down.  However when it does restore, Core gets right back up and runs smoothly.

I sent an email to a Norton Core Product Manager to seriously consider giving those of us who have gone through this hell for the last six months to extend our subscriptions for another year after this one expires.  Have not heard back.  I encourage all to support this request.  

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Re: Losing internet connection

Hello

Usually after an ISP failure that lasts a while, my ISP has always recommended that the modem/router and computer should be restarted. DNP, this advice might have helped after your ISP failure. Same thing would be necessary if there is a blackout in your house after the power is restored.

Have a Good Night and

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
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Re: Losing internet connection

I have two in house networks off the Arris cable modem.  The one that came out of the modem to a netgear Nighthawk x6 7900 woke up correctly after a 30 minute outage.  The core net did not.  Yellow light and no connect as core was cycled power.  Core required cable modem cycle.  ver _226 

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Re: Losing internet connection

Put my Core back into service on 1/19, updated to 226, set DNS to Norton.

No problems since. 

I have U-Verse and I've had a few outages but I didn't have to touch the Core when Internet came back up

Danksagungen0

Re: Losing internet connection

My drops are far less frequent than they have been. Early on, it was several times daily. It is now about three times a week. I now only get single device drops. One computer is fine, and another shows connection to "Unidentified Network No Internet Access". The problem moves from computer to computer, so it doesn't seem to be device related. Power cycle on the Core clears the issue for the time being. Have never had an "Orange Ring" failure. All of mine have been "White Ring. I have APP version 1.29, and firmware version _226. My modem is a bonded DSL modem. Sagecom F@st 4320 US.

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Re: Losing internet connection

Bob D on your DLS modem, does it have internal wifi?

"From DOS to Windows 10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 20H2 / build 19042.630 / N-360 Deluxe 22.20.5.39 / Norton Core v.200827_317 on Android 2.28.01 / Opera GX LVL 2 (core: 71.0.3770.310) w/Chrome Extensions
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Re: Losing internet connection

SoulAsylum, Yes it does but it is disabled.

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Re: Losing internet connection

I should have already asked, who is your provider? Are you using a PPoE , in bridged mode or bonded pair setup? Here are examples of my reasoning: http://www.dslreports.com/forum/r29789176-Equipment-AC66u-and-Sagecom-4320

https://www.smallnetbuilder.com/basics/lanwan-basics/32056-how-to-improve-network-performance-part-1

I want to check the model of modem you have against what your provider requires to use it.

Cheers

"From DOS to Windows 10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 20H2 / build 19042.630 / N-360 Deluxe 22.20.5.39 / Norton Core v.200827_317 on Android 2.28.01 / Opera GX LVL 2 (core: 71.0.3770.310) w/Chrome Extensions
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Re: Losing internet connection

SoulAsylum,

Provider is Windstream.

Service is PPPoE.

The connection is bonded pair.

The modem is not bridged.

I did not try to bridge the modem, because I (probably wrongfully) figured that if I turned off the wireless on the modem, and moved all wired connections to the core, then the core would be the only one routing traffic.

After reading what you provided, maybe I assumed too much.

Do you suggest that I try bridging, and if so will the Quick Bridge button on the configuration page of the modem do the job?

Thanks for your help.

Danksagungen0

Re: Losing internet connection

Bob D. Your provider is using PPoE, officially, Core doesn't support PPoE in its present form. I have seen a few instances where customers with PPoE had Core installed and working but had consistent issues with it. https://support.norton.com/sp/en/us/home/current/solutions/v120922438_EndUserProfile_en_us

The other issues is "bonded pair" with Windstream.  Although it is used to basically "double" bandwidth to customers it in itself causes issues in the way it delivers data. My suggestion is to contact Windstream support and have them bridge your modem, and couple it to Core. Here is an article related to my suggestion: http://www.dslreports.com/forum/r31698562-Equipment-Windstream-Bonded-DSL-Modem-Router-in-Bridge-Mode

Cheers

"From DOS to Windows 10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 20H2 / build 19042.630 / N-360 Deluxe 22.20.5.39 / Norton Core v.200827_317 on Android 2.28.01 / Opera GX LVL 2 (core: 71.0.3770.310) w/Chrome Extensions
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Re: Losing internet connection

Thanks, I will get in touch with them. When you say have them couple it to Core, does that mean something beyond bridging the modem, and plugging Core into the modem? 

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Re: Losing internet connection

Bob, no!! Have them bridge the modem to function WITH Core. Please keep in mind that PPoE isn't "officially" supported on Core at the moment. PPoE is the larger part of the issue. IF the modem can be bridged that MAY alleviate the drops you are seeing.

Cheers

"From DOS to Windows 10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 20H2 / build 19042.630 / N-360 Deluxe 22.20.5.39 / Norton Core v.200827_317 on Android 2.28.01 / Opera GX LVL 2 (core: 71.0.3770.310) w/Chrome Extensions
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Re: Losing internet connection

OK, thanks. I'll get on it. Appreciate your assistance.

Danksagungen0

Re: Losing internet connection

Well, SoulAsylum,

I got with them and they bridged the modem. After that, I was unable to get anything from the Core. I finally did a factory reset on both devices and have my internet back. I can't thank you enough for your guidance. I think I will just be satisfied with periodic drops until maybe later updates address the problem.

I can live with the drops as long as I can fix it. I thought I had permanently screwed things up, and I scared myself :-).

I salute you for your assistance. You are a valuable resource that others should appreciate more than they do.

Danksagungen0

Re: Losing internet connection

Bob, thank you for those kind words, I've always followed things either to a solution or dead end where nothing will change. I'm glad you have your services back and you are functional. Please DON'T hesitate to ask for assistance if needed in the future. Someone will always have the lights on.

Cheers

"From DOS to Windows 10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 20H2 / build 19042.630 / N-360 Deluxe 22.20.5.39 / Norton Core v.200827_317 on Android 2.28.01 / Opera GX LVL 2 (core: 71.0.3770.310) w/Chrome Extensions
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Re: Losing internet connection

All: For those who are still following Core firmware has updated to version 229. If anyone has an issue or something positive to report please let us know.

Cheers

"From DOS to Windows 10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 20H2 / build 19042.630 / N-360 Deluxe 22.20.5.39 / Norton Core v.200827_317 on Android 2.28.01 / Opera GX LVL 2 (core: 71.0.3770.310) w/Chrome Extensions
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Re: Losing internet connection

As a follow up to my issues:  It was determined with the extensive help of the engineering team that I had a mis-manufactured device.  I received a new device last week and everything is working great.  We had a few drops the first couple of days and some buffering issues but with a few tweaks, everything is working as of today.  As frustrating as this process has been, the support I've received from Norton along the way is outstanding!

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Re: Losing internet connection

Just a quick update.

It has been about 2 weeks since I scared myself and went for the factory reset. I thought I would let you know that in that time, I have only been dropped twice. Far improved over what it was. As I said, I think I can live with that until some future update might address what causes my particular problem. Thanks again for the help.

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Re: Losing internet connection

Thanks for the update Bob. It looks like the original poster has abandoned the thread. Hoping to get their status.

Cheers

"From DOS to Windows 10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 20H2 / build 19042.630 / N-360 Deluxe 22.20.5.39 / Norton Core v.200827_317 on Android 2.28.01 / Opera GX LVL 2 (core: 71.0.3770.310) w/Chrome Extensions
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Re: Losing internet connection

I have experienced no drops since Mid-January.  Everything is working just fine. Thanks, SoulAsylum. I think your posts were key to helping many of us.

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Re: Losing internet connection

PopP Thank you for the kind words. Glad hearing you are good to go after so many headaches.

Cheers

"From DOS to Windows 10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 20H2 / build 19042.630 / N-360 Deluxe 22.20.5.39 / Norton Core v.200827_317 on Android 2.28.01 / Opera GX LVL 2 (core: 71.0.3770.310) w/Chrome Extensions
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Re: Losing internet connection

@cbabstock Since you are the original poster I'm following up to see what your current status is. Can we assist further?

"From DOS to Windows 10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 20H2 / build 19042.630 / N-360 Deluxe 22.20.5.39 / Norton Core v.200827_317 on Android 2.28.01 / Opera GX LVL 2 (core: 71.0.3770.310) w/Chrome Extensions
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Re: Losing internet connection

My router has needed to be reset 3 time in the past hour which is crazy.   Had it for a few months now and has been pretty much OK.   Running v1.27 on NC.  This router gives no options to view logs and or initiate code upgrade which leaves one in the dark..  Very annoying that you cant trouubleshoot this device.

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Re: Losing internet connection

My Core lost connectivity this morning early around 8 am. Power cycled and all is well again. First time since mid January so it was most likely a cloud hiccup. obiwan66 your firmware version on the core should be version 229.

Cheers

"From DOS to Windows 10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 20H2 / build 19042.630 / N-360 Deluxe 22.20.5.39 / Norton Core v.200827_317 on Android 2.28.01 / Opera GX LVL 2 (core: 71.0.3770.310) w/Chrome Extensions
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Re: Losing internet connection

Hello

If you are using a Android phone, then the app should be 1.29. If on IOS, then I believe it is 1.27 I got a new Android phone which has the Core App on it. We had difficulty getting an internet connection at first. After a few tries, we were able to get a connection and download a fresh copy of 1.29. We then restarted the phone and then the Core started working, but it still had the same issues my old Android phone had.

Have a Good Night and

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
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Re: Losing internet connection

Lucy Gray - Marked as SPAM, Admin notified

"From DOS to Windows 10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 20H2 / build 19042.630 / N-360 Deluxe 22.20.5.39 / Norton Core v.200827_317 on Android 2.28.01 / Opera GX LVL 2 (core: 71.0.3770.310) w/Chrome Extensions

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