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"Mozilla VPN has stopped working" during setup

TheConsonant
TheConsonant
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Hello Internet, I just bought Mozilla VPN, but when I try to set it up on my windows 10 device it crashes and I get a message saying "Mozilla VPN has stopped working." I am able to use it on my IOS device with no issues. I could use some help on how to avoid this issue on my windows 10 device.

Thank you

a confused person on the internet

Hello Internet, I just bought Mozilla VPN, but when I try to set it up on my windows 10 device it crashes and I get a message saying "Mozilla VPN has stopped working." I am able to use it on my IOS device with no issues. I could use some help on how to avoid this issue on my windows 10 device. Thank you a confused person on the internet

All Replies (1)

Gustavo Aguilera
Gustavo Aguilera
  • Moderator
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Hello,

Let's try a full VPN reset;

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.

Let me know if that helps!