Join the other Mozillians on a week-long Ask a Fox event to win badges and special merch!

Avatar for Username

Search Support

Avoid support scams. We will never ask you to call or text a phone number or share personal information. Please report suspicious activity using the “Report Abuse” option.

Learn More

This thread was archived. Please ask a new question if you need help.

Mozilla VPN crashes and crashes

  • 1 reply
  • 1 has this problem
  • 3 views
  • Last reply by Eve

zerothis
zerothis
more options

OK, it's been about a week and I've yet to get the Mozilla App to work since windows version windows 20h2 version. The only error the app ever shows are in the event viewer. I've disabled firewalls. 3rd party firewalls , Scanned with 3 different paid AV 's, ransom protection off and just installed windows 10 about two weeks ago. And can not get to the GUI for the app to zip up debugging info cause it never shows. But I'm sure you have another way to get debugging info if needed. Any help appreciated.

Fault bucket , type Event Name: CLR20r3 Response: Not available Cab Id: 0

Problem signature: P1: MozillaVPN.exe P2: 1.3.0.0 P3: fbb6208a P4: MozillaVPN P5: 1.3.0.0 P6: fbb6208a P7: 654 P8: 42 P9: System.NullReferenceException P10:

Attached files: \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER7077.tmp.WERInternalMetadata.xml

These files may be available here: \\?\C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_MozillaVPN.exe_27b3552dd70a1cb39f328d81c7f88b6ef86e1e9_c8d8b644_48714529-7711-4315-a8c4-d40a393c7c9c

Analysis symbol: Rechecking for solution: 0 Report Id: f14edae4-74a4-4e58-9fe2-0fc9c58e2f4f Report Status: 100 Hashed bucket: Cab Guid: 0

OK, it's been about a week and I've yet to get the Mozilla App to work since windows version windows 20h2 version. The only error the app ever shows are in the event viewer. I've disabled firewalls. 3rd party firewalls , Scanned with 3 different paid AV 's, ransom protection off and just installed windows 10 about two weeks ago. And can not get to the GUI for the app to zip up debugging info cause it never shows. But I'm sure you have another way to get debugging info if needed. Any help appreciated. Fault bucket , type Event Name: CLR20r3 Response: Not available Cab Id: 0 Problem signature: P1: MozillaVPN.exe P2: 1.3.0.0 P3: fbb6208a P4: MozillaVPN P5: 1.3.0.0 P6: fbb6208a P7: 654 P8: 42 P9: System.NullReferenceException P10: Attached files: \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER7077.tmp.WERInternalMetadata.xml These files may be available here: \\?\C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_MozillaVPN.exe_27b3552dd70a1cb39f328d81c7f88b6ef86e1e9_c8d8b644_48714529-7711-4315-a8c4-d40a393c7c9c Analysis symbol: Rechecking for solution: 0 Report Id: f14edae4-74a4-4e58-9fe2-0fc9c58e2f4f Report Status: 100 Hashed bucket: Cab Guid: 0

All Replies (1)

Eve
Eve
more options

Try doing this to fully reset it if it crashes or won't open properly, this usually resolves the issue:


1.) Before doing the following, double check the task manager (you can search for this or press control+alt+delete to bring it up) to ensure that the VPN is not currently open. If it is open, right click the process in the task manager and select "End task"


2.) Uninstall Mozilla VPN from your device.


3.) Now, open the Windows "File Explorer". Click on the "View" tab at the top of the window. On the far right side of the option near the top of this tab, you should see a box called "Hidden Items". Ensure you have checked the box so you can view hidden files and folders.


4.) Now that you can view hidden items, click on "This PC" on the left side of the File Explorer. Now click on your hard drive (This should be labeled "Windows (C:)" and will be towards the bottom of the window. From here, open the Users folder and open the folder for your user. Now find and open the AppData folder, open "Local", and open "Mozilla".


5.) Inside the Mozilla folder, you should now see a folder for Firefox (if you have the Firefox Browser installed) and another for FirefoxPrivateNetworkVPN or Mozilla VPN. Right click on the FirefoxPrivateNetworkVPN folder and choose the delete option. Ensure that you do not delete the "Firefox" folder. Restart your system.


6.) Now, re-install the VPN from vpn.mozilla.org and attempt to open it and connect.