Mozilla VPN will not start!
My computer went offline. I rebooted it and when I did the VPN was not working. I attempted to load it and it would momentarily go to the system tray and then disappear as soon as I hovered the cursor over it. I can't even get the window up to do a debug. The VPN simply will not start. I have uninstalled and reinstalled it several times with the same result. I disconnected it from the account using my main computer. Something is stuck and will not function. Its shows in task manager as running and taking about 6mb of memory but no cpu activity. I even tried killing the process but it restarts itself but does nothing else. I saw an old post about debugging but that is not an option if I can't even get the VPN window to show. Appreciate any help in getting this solved.
All Replies (5)
Hello!
Try performing 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,
Thank you for the response! Unfortunately when I try to end the vpn in task manager, it just pops right back up. I've now lost all internet connectivity. I'm still connected to the router wirelessly but can't access anything after deleting the vpn folder and installing the vpn from a thumb drive. Something is really wrong, so I'm going to restore a backup I did a while back and just kind of start over (from the backup point). Appreciate the help though. Sad part is I went to college with a computer major and this is beyond me, the packets just aren't getting past the vpn. I'm thinking maybe when the computer went offline and I shut it down some kind of error occurred and the might have corrupted a file(s) somewhere in the system.
The backup and the windows updates just finished and I re-installed it and success! Thank you again.
Hello,
We would need the email associated with your subscription to further troubleshoot the issue. I will reach out to you by private message to continue support.
Thank you,
Thank you for reaching out, but I did reset the computer with a backup I had made. When I reinstalled the vpn on the freshly finished restore it worked fine.
We are glad to hear your issue was resolved,
Don't hesitate to reach back again if you need help with anything else,
Regards,