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App is crashing when starting

  • 1 reply
  • 1 has this problem
  • 24 views
  • Last reply by gaguilera

matthinshaw3808
matthinshaw3808
more options

Hi,

For the last month+, the VPN app has immediately crashed when I start it. The icon shows up in the tray but when I hover over it, it disappears. I've tried uninstalling and reinstalling with a fresh download several times with no luck.

Windows 10, 64 bit

Two errors from Event Viewer:

1. Application: MozillaVPN.exe Framework Version: v4.0.30319 Description: The process was terminated due to an unhandled exception. Exception Info: System.NullReferenceException 

  at FirefoxPrivateNetwork.FxA.Account..ctor()
  at FirefoxPrivateNetwork.Manager.Initialize()
  at FirefoxPrivateNetwork.Entry+<>c__DisplayClass1_0.<Main>b__0()
  at System.Threading.ExecutionContext.RunInternal(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object, Boolean)
  at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object, Boolean)
  at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object)
  at System.Threading.ThreadHelper.ThreadStart()


2. Faulting application name: MozillaVPN.exe, version: 1.4.0.0, time stamp: 0xb627238c Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000 Exception code: 0xc0000005 Fault offset: 0x00007ffbc33a249f Faulting process id: 0x3bdc Faulting application start time: 0x01d703bda95e66b8 Faulting application path: C:\Program Files\Mozilla\Mozilla VPN\MozillaVPN.exe Faulting module path: unknown Report Id: 15a871a4-08df-4c1f-8d94-c845e1542380 Faulting package full name: Faulting package-relative application ID:


Thanks, M

Hi, For the last month+, the VPN app has immediately crashed when I start it. The icon shows up in the tray but when I hover over it, it disappears. I've tried uninstalling and reinstalling with a fresh download several times with no luck. Windows 10, 64 bit Two errors from Event Viewer: 1. Application: MozillaVPN.exe Framework Version: v4.0.30319 Description: The process was terminated due to an unhandled exception. Exception Info: System.NullReferenceException at FirefoxPrivateNetwork.FxA.Account..ctor() at FirefoxPrivateNetwork.Manager.Initialize() at FirefoxPrivateNetwork.Entry+<>c__DisplayClass1_0.<Main>b__0() at System.Threading.ExecutionContext.RunInternal(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object, Boolean) at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object, Boolean) at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object) at System.Threading.ThreadHelper.ThreadStart() 2. Faulting application name: MozillaVPN.exe, version: 1.4.0.0, time stamp: 0xb627238c Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000 Exception code: 0xc0000005 Fault offset: 0x00007ffbc33a249f Faulting process id: 0x3bdc Faulting application start time: 0x01d703bda95e66b8 Faulting application path: C:\Program Files\Mozilla\Mozilla VPN\MozillaVPN.exe Faulting module path: unknown Report Id: 15a871a4-08df-4c1f-8d94-c845e1542380 Faulting package full name: Faulting package-relative application ID: Thanks, M

All Replies (1)

gaguilera
gaguilera
  • Moderator
more options

Hello,

Thank you for following up with me,

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 us know if that helps,