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Troubleshoot common problems with Norton Core router

Select one of the following:

I cannot complete the Norton Core router setup

STEP 1

Check the Norton Core light

  1. Check the Norton Core light.

    If the light is off, check the power connection. Try connecting the power cord to another power socket.

    If the problem persists, contact Norton Support.

  2. Norton Core goes through the following light sequence during the initial setup:

    Light

    Norton Core Process

    • Fade-in/fade-out White for the first 10 sec

    • Blinking White after 60 sec (0.5 sec on/off)

    Waiting for an IP address

    Blinking White (0.5 sec on/off)

    Obtained an IP address and connected to the Internet

    Slow Blinking White (2 sec on/1 sec off)

    Registering the Norton Core router to your NortonLifeLock account

    Solid White

    Downloaded the latest firmware and completed setup

  3. If the light is solid amber, go to step 2 to check your Internet connection.

STEP 2

Check your Internet connection

  1. Make sure that the modem that your Internet service provider (ISP) gave you, is connected properly and powered on.

  2. If you have a modem-router combo, it must be set up in bridge mode to assure that your network is fully protected. See Set up a combined modem and router in Bridge Mode to use with Norton Core.

    After you set up the modem-router combo in bridge mode, only its 'Power' and 'DSL' lights should be lit.

  3. Connect your computer directly to the LAN port of your gateway device and check if you can access the Internet.

  4. Do one of the following:

    • If you can access Internet, go to Step 3 to factory reset your Norton Core router.

    • If you cannot access Internet on your computer, contact your Internet service provider (ISP).

STEP 3

Factory reset Norton Core using reset button

  1. Locate the reset button underneath your Norton Core router.

    The reset button is the left-most button marked with a rounded arrow.

  2. Press and hold the reset button for 10 seconds and then release it.

    The router light blinks rapidly indicating the reset.

  3. Wait for one minute. The light changes to a slow blinking white, and ends in a solid white.

  4. Go through the initial setup again to set up your Norton Core secure network.

  5. Check if your devices can connect to the Norton Core network and can access the Internet.

    If the problem persists, contact Norton Support.

I completed the Norton Core router setup but my devices cannot connect to the Norton Core network

STEP 1

Check the Norton Core wireless network

  1. Check if the Norton Core network is visible when you search for a WiFi network on your device.

  2. Do one of the following:

    • If the Norton Core network is visible, select the network and type the correct password to connect.

    • If the Norton Core wireless network is not visible to your devices, go to Step 2 to restart the Norton Core router.

  3. Make sure that your device uses WPA-2 encryption. If you have an old device that uses WEP or WPA encryption, Norton Core does not support it.

  4. If you have a modem-router combo, you need to turn off the wireless capability of the combo device by setting it up in bridge mode. To know more, read Set up a combined modem and router in Bridge Mode to use with Norton Core

    It is possible that your devices might be connecting to your old wireless network. The lights that indicate wireless activity on your modem-router go off when it is in bridge mode, and it functions only as a modem.

    If the problem persists, go to Step 2 to restart Norton Core.

STEP 2

Restart Norton Core

  1. Launch the Norton Core app.

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

  3. Tap Settings > Router > Restart.

  4. In the Restart Norton Core screen, tap Confirm.

    The router light blinks rapidly indicating the reset.

  5. Wait for one minute.

    After your router restarts, the light slowly blinks white and ends in a solid white.

  6. Check if your devices can connect to the Norton Core wireless network and can access the Internet. If the problem persists, go to Step 3 to factory reset Norton Core.

STEP 3

Factory reset Norton Core

  1. Launch the Norton Core app.

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

  3. Tap Settings > Router > Reset.

  4. In the Reset screen, select Factory Reset & Wipe.

  5. Tap Reset.

  6. In the confirmation screen, tap Confirm.

  7. Provide your NortonLifeLock account email address and password, and tap Sign In.

    The Norton Core router resets to factory settings. After the factory reset completes, Norton Core app displays the welcome screen.

  8. In the Welcome to Norton Core screen, tap Already Set Up? Sign In.

  9. Provide your NortonLifeLock account email address and password.

  10. Tap Sign In.

  11. In the Name Your Network screen, provide the network name (SSID) and password for your wireless network.

    You can reuse the same SSID name and password that you had used earlier.

  12. Tap Create.

    Check if your devices can connect to the Norton Core wireless network and access the Internet. If the problem persists, go to Step 4.

STEP 4

Factory reset Norton Core using reset button

  1. Make sure that the Norton Core router is plugged in and has power.

  2. Locate the reset button underneath your Norton Core router.

    The reset button is the left-most button marked with a rounded arrow.

  3. Press and hold the reset button for 10 seconds and then release it.

    If you choose to reset using the reset button, Norton Core does not erase your personal data on the cloud.

  4. Wait for one minute. The light changes to a slow blinking white, and ends in a solid white.

  5. Go through the initial setup again to set up your Norton Core secure network.

  6. Check if your devices can connect to the Norton Core network, and can access the Internet.

    If the problem persists, contact Norton Support.

My Norton Core router suddenly stopped working

STEP 1

Check your Internet connection

  1. Check the Norton Core light status.

  2. If the light is off, check the power connection. Try connecting the power cord to another power socket.

    If the problem persists, contact Norton Support.

  3. If the light is solid amber, make sure your modem is properly connected and powered on. Connect your computer directly to the LAN port of your modem or modem-router combo and check the Internet connectivity. Depending on the results, do one of the following:

    • If you can access Internet on your computer, power off and power on Norton Core router.

    • If you cannot access Internet on your computer, contact your Internet service provider (ISP).

  4. If the light is solid white, go to step 2 to restart your Norton Core router.

STEP 2

Restart Norton Core

  1. Launch the Norton Core app.

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

  3. Tap Settings > Router > Restart.

  4. In the Restart Norton Core screen, tap Confirm.

    The router light blinks rapidly indicating the reset.

  5. Wait for one minute. The light changes to a slow blinking white, and ends in solid white.

  6. Check if your devices can connect to the Norton Core network and can access the Internet.

    If the problem persists, go to Step 3 to factory reset your Norton Core router.

STEP 3

Factory reset Norton Core

  1. Launch the Norton Core app.

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

  3. Tap Settings > Router > Reset.

  4. In the Reset screen, select Factory Reset.

  5. Tap Reset.

  6. In the confirmation screen, tap Confirm.

    The Norton Core router resets to factory settings. After the factory reset completes, Norton Core app displays the welcome screen.

  7. In the Welcome to Norton Core screen, tap Set Up Norton Core.

  8. Follow the on-screen instructions and set up Norton Core again.

    Check if your devices can connect to the Norton Core wireless network, and can access the Internet. If the problem persists, factory reset your Norton Core router using the reset button.

STEP 4

Factory reset Norton Core using reset button

  1. Make sure that the Norton Core router is plugged in and has power.

  2. Locate the reset button underneath your Norton Core router.

    The reset button is the left-most button marked with a rounded arrow.

  3. Press and hold the reset button for 10 seconds and then release it.

    If you choose to reset using the reset button, Norton Core does not erase your personal data on the cloud.

  4. Wait for one minute. The light changes to a slow blinking white, and ends in a solid white.

  5. On your mobile device, launch the Norton Core app.

  6. In the Welcome to Norton Core screen, tap Set Up Norton Core.

  7. Follow the on-screen instructions, and set up Norton Core again.

  8. Check if your devices can connect to the Norton Core network, and can access the Internet.

    If the problem persists, contact Norton Support.

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DOCID: v119939520
Operating System: android,ios
Last modified: 11/09/2021