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Fix Norton Core setup problems with satellite Internet service providers

This issue has been reported with the following Internet service providers (ISPs) that provide satellite Internet:

  • HughesNet

  • Exede by Viasat

  • Wildblue (through Exede Satellite Internet)

To decrease the network latency, most of the satellite ISPs use their own DNS servers and perform DNS caching. They also block the access to custom or third-party DNS servers, which includes Secure DNS that Norton Core uses as part of the security solution.

With these DNS restrictions in place, Norton Core fails to complete the setup when connected to the satellite Internet modem.

As a workaround, use an alternate broadband connection to complete the Norton Core setup. You may visit your neighbor or friend to access an alternate broadband connection and complete the Norton Core setup. While you are at your neighbor's or friend's place, change the DNS settings in Norton Core app to use ISP's DNS.

Change Norton Core DNS settings

  1. Launch the Norton Core app.

  2. In the top-left corner, tap the menu icon.

  3. Tap Settings > Network > DNS.

  4. In the DNS screen, under DNS Provider, select ISP's DNS.

  5. On the top-right corner, tap Save.

    The Norton Core router restarts for the DNS changes to take effect.

Norton Core is ready to use with your satellite Internet connection. Take Norton Core router back to your home, and connect it to the satellite Internet modem. You can now connect your devices to the Norton Core network and access the Internet.

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DOCID: v124663240_EndUserProfile_en_us
Operating System: iOS, Android
Last modified: 09/20/2018