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Mozilla VPN Crashing

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  • Last reply by Chris

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I have been using Mozilla VPN for a few months. Last week, I upgraded to a new motherboard, CPU and RAM but did not re-install Windows. Now when I try to start the VPN program up, I can see the icon pop into the startbar but then quickly disappears indicating that it closed down on its own. I have tried uninstalling and reinstalling but the behavior persists.

I'm not sure how to troubleshoot other than starting with a fresh install of Windows. I'm not sure where logs would be located.

I have been using Mozilla VPN for a few months. Last week, I upgraded to a new motherboard, CPU and RAM but did not re-install Windows. Now when I try to start the VPN program up, I can see the icon pop into the startbar but then quickly disappears indicating that it closed down on its own. I have tried uninstalling and reinstalling but the behavior persists. I'm not sure how to troubleshoot other than starting with a fresh install of Windows. I'm not sure where logs would be located.

Chosen solution

Hi.

The updates to your computer likely has caused an issue with the app data folder.

If the application window does not come up then you will not be able to easily check the logs in this type of situation.

At this point, you notes on a fresh install are the best way to go.

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.

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Chosen Solution

Hi.

The updates to your computer likely has caused an issue with the app data folder.

If the application window does not come up then you will not be able to easily check the logs in this type of situation.

At this point, you notes on a fresh install are the best way to go.

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.

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Thank you. Deleting the files in AppData resolved my issue. I was able to re-install and use the VPN normally after that.