Mozilla VPN Support Forum

I'm unable to install the VPN tool I purchased because I'm running Windows 7. That would have been really, REALLY helpful to disclose that your VPN tool doesn't run on Windows 7 PRIOR to purchase!!!!! How do I get a refund? I'm well within the 30-day window and I've posted this question to several "forums", different email aliases, etc and heard NOTHING. I would really appreciate some help with this. Thank you.

I have recently installed Mozilla VPN on my Windows 10 and I got the information VPN is activated. Meanwhile I have Boot my desktop and I would like to find a way to ask VPN whether it is activated or not. meisterhans-muenster@t-online.de

I have just updated Mozilla VPN. Now when I attempt to load Mozilla VPN I receive the message "Loadlibrary failed with error 87: The parameter is incorrect." and nothing happens. I have Windows 10, have run Windows Update a few times, uploaded and installed all updates found and the error still occurs.

Hi, I installed Mozilla VPN in April but after a few days I decided to discontinue using the service. I cancelled the subscription. However I haven't received a refund but I was also charged twice for the subscription. I can't access a VPN account as it doesn't exist. I can't cancell the subscription as I'm not a subscriber. Would you please advise on what steps I need to take to stop being charged for cancelled service?

Hello,

This is Meet Shah from India. Just wanted to get Tentative Date for the VPN Launch in India along with the Pricing. I do not want to Purchase Nord or Express VPN is your Team is about to Launch in India.

Awaiting your response.

Regards, Meet Shah.

VPN suggested I update. I accepted the offer and it seemed to have updated. Now when I try to switch VPN on it just switches itself off again. I'm running 64 bit Windows 10 and Firefox is my designated browser.

With the VPN enabled, I cannot send email from Microsoft Outlook. I can go directly to the internet and send email without issues, and I can send email from my iPhone email app. Is there a solution to this?

When I tried to download VPN on my Kindle Fire, Mozilla created a second subscription instead of using the already existing subscription (entitled to 5 devices). How do I cancel the second subscription> Thank you.

I see update available in the Mozilla VPN window but when I click on it I have to install a new version of Mozilla VPN. After I do, I still see "update available" so am not sure I have updated at all. I am not going to "update" twice until I know that reinstalling Mozilla VPN is what I am supposed to be doing.

Hi all, hoping for some insight as to why the VPN won’t connect anymore on my device. When I turn it on, it instantly turns back off and doesn’t show any error or anything.

Mozilla VPN logs

====

[14.06.2021 19:17:08.778] (main - LogHandler) Log file: /var/mobile/Containers/Data/Application/23D6937B-F342-470E-90BF-F88F140CC0B9/Library/Application Support/mozillavpn.txt [14.06.2021 19:17:10.504] (main - CloseEventHandler) Remove item [14.06.2021 19:17:12.661] (main - CloseEventHandler) Remove item [14.06.2021 19:17:13.260] (main - MozillaVPN) VPN tunnel activation [14.06.2021 19:17:13.260] (main|controller - TaskControllerAction) TaskControllerAction created for activation [14.06.2021 19:17:13.261] (main - MozillaVPN) Scheduling task: TaskControllerAction [14.06.2021 19:17:13.261] (main - MozillaVPN) Tasks: 1 [14.06.2021 19:17:13.261] (main|controller - TaskControllerAction) TaskControllerAction run [14.06.2021 19:17:13.261] (controller - Controller) Activation 1 [14.06.2021 19:17:13.261] (controller - Controller) Setting state: 2 [14.06.2021 19:17:13.264] (main - MozillaVPN) Controller state changed [14.06.2021 19:17:13.265] (main - StatusIcon) Show notification [14.06.2021 19:17:13.268] (networking - ConnectionHealth) Connection state changed [14.06.2021 19:17:13.268] (networking - ConnectionHealth) ConnectionHealth deactivated [14.06.2021 19:17:13.268] (networking - PingHelper) PingHelper deactivated [14.06.2021 19:17:13.268] (captiveportal - CaptivePortalDetection) Controller/Stability state changed [14.06.2021 19:17:13.268] (networking - ConnectionDataHolder) state changed [14.06.2021 19:17:13.268] (networking - ConnectionDataHolder) Resetting the data [14.06.2021 19:17:13.268] (networking - ConnectionDataHolder) Updating IP address [14.06.2021 19:17:13.268] (networking - ConnectionDataHolder) Skip Updating IP address, not connected [14.06.2021 19:17:13.268] (main - SystemTrayHandler) Update context menu [14.06.2021 19:17:13.278] (main - NotificationHandler) Show notification [14.06.2021 19:17:13.278] (main|controller - TaskControllerAction) stateChanged received by to be ignored [14.06.2021 19:17:13.278] (networking - ConnectionCheck) Stopping a connection check [14.06.2021 19:17:13.278] (networking - PingHelper) PingHelper deactivated [14.06.2021 19:17:13.278] (controller - Controller) Activation internal [14.06.2021 19:17:13.278] (controller - Controller) Computing the allowed ip addresses [14.06.2021 19:17:13.279] (controller - Controller) Catch all IPv4 [14.06.2021 19:17:13.279] (controller - Controller) Catch all IPv6 [14.06.2021 19:17:13.279] (ios|controller - IOSController) IOSController activating fr4-wireguard [14.06.2021 19:17:13.279] (ios - IOSSGlue) Swift log - tag: APP msg: Connecting [14.06.2021 19:17:13.297] (ios - IOSSGlue) Swift log - tag: APP msg: Saving the tunnel succeeded [14.06.2021 19:17:13.297] (ios - IOSSGlue) Swift log - tag: APP msg: Loading the tunnel succeeded [14.06.2021 19:17:13.304] (ios - IOSSGlue) Swift log - tag: APP msg: STATE CHANGED: connecting [14.06.2021 19:17:14.329] (controller - TimerController) TimerController - Timeout: 1 [14.06.2021 19:17:14.714] (main - CloseEventHandler) Add stack view [14.06.2021 19:17:16.441] (main - MozillaVPN) Task completed [14.06.2021 19:17:16.441] (main - MozillaVPN) Tasks: 0 [14.06.2021 19:17:18.169] (main - MozillaVPN) View log requested [14.06.2021 19:17:18.177] (main - CloseEventHandler) Add view [14.06.2021 19:17:18.177] (main - MozillaVPN) Retrieve logs [14.06.2021 19:17:18.178] (main - LogHandler) Log file: /var/mobile/Containers/Data/Application/23D6937B-F342-470E-90BF-F88F140CC0B9/Library/Application Support/mozillavpn.txt [14.06.2021 19:17:18.179] (main - MozillaVPN) Logs from the backend service received [14.06.2021 19:17:18.434] (ios - IOSSGlue) Swift log - tag: APP msg: STATE CHANGED: disconnecting [14.06.2021 19:17:18.756] (ios - IOSSGlue) Swift log - tag: APP msg: STATE CHANGED: disconnected [14.06.2021 19:17:18.757] (ios|controller - IOSController) State changed: 0 [14.06.2021 19:17:18.757] (controller - TimerController) TimerController - Operation completed: 1 0 [14.06.2021 19:17:18.757] (controller - Controller) Disconnected from state: 2 [14.06.2021 19:17:18.757] (networking - ConnectionCheck) Stopping a connection check [14.06.2021 19:17:18.757] (networking - PingHelper) PingHelper deactivated [14.06.2021 19:17:18.757] (controller - Controller) Setting state: 5 [14.06.2021 19:17:18.761] (main - MozillaVPN) Controller state changed [14.06.2021 19:17:18.761] (main - StatusIcon) Show notification [14.06.2021 19:17:18.764] (networking - ConnectionHealth) Connection state changed [14.06.2021 19:17:18.764] (networking - ConnectionHealth) ConnectionHealth deactivated [14.06.2021 19:17:18.764] (networking - PingHelper) PingHelper deactivated [14.06.2021 19:17:18.764] (captiveportal - CaptivePortalDetection) Controller/Stability state changed [14.06.2021 19:17:18.765] (networking - ConnectionDataHolder) state changed [14.06.2021 19:17:18.765] (networking - ConnectionDataHolder) Resetting the data [14.06.2021 19:17:18.765] (networking - ConnectionDataHolder) Updating IP address [14.06.2021 19:17:18.765] (networking - ConnectionDataHolder) Skip Updating IP address, not connected [14.06.2021 19:17:18.765] (main - SystemTrayHandler) Update context menu [14.06.2021 19:17:18.775] (main - NotificationHandler) Show notification [14.06.2021 19:17:20.351] (controller - Controller) Disconnected from state: 5 [14.06.2021 19:17:20.351] (networking - ConnectionCheck) Stopping a connection check [14.06.2021 19:17:20.352] (networking - PingHelper) PingHelper deactivated [14.06.2021 19:17:20.352] (controller - Controller) Setting state: 1 [14.06.2021 19:17:20.354] (main - MozillaVPN) Controller state changed [14.06.2021 19:17:20.354] (main - StatusIcon) Show notification [14.06.2021 19:17:20.357] (networking - ConnectionHealth) Connection state changed [14.06.2021 19:17:20.357] (networking - ConnectionHealth) ConnectionHealth deactivated [14.06.2021 19:17:20.358] (networking - PingHelper) PingHelper deactivated [14.06.2021 19:17:20.358] (captiveportal - CaptivePortalDetection) Controller/Stability state changed [14.06.2021 19:17:20.358] (networking - ConnectionDataHolder) state changed [14.06.2021 19:17:20.358] (networking - ConnectionDataHolder) Resetting the data [14.06.2021 19:17:20.358] (networking - ConnectionDataHolder) Updating IP address [14.06.2021 19:17:20.358] (networking - ConnectionDataHolder) Skip Updating IP address, not connected [14.06.2021 19:17:20.358] (main - SystemTrayHandler) Update context menu [14.06.2021 19:17:20.370] (main - NotificationHandler) Show notification [14.06.2021 19:17:34.901] (main - CloseEventHandler) Remove item [14.06.2021 19:17:36.508] (main - MozillaVPN) Opening link: 2 [14.06.2021 19:17:36.544] (networking - ConnectionHealth) Pausing connection for Suspension [14.06.2021 19:17:36.544] (networking - ConnectionHealth) ConnectionHealth deactivated [14.06.2021 19:17:36.544] (networking - PingHelper) PingHelper deactivated [14.06.2021 19:17:37.330] (networking - ConnectionHealth) Pausing connection for Suspension [14.06.2021 19:17:37.331] (networking - ConnectionHealth) ConnectionHealth deactivated [14.06.2021 19:17:37.331] (networking - PingHelper) PingHelper deactivated [14.06.2021 19:17:38.300] (networking - ConnectionHealth) Pausing connection for Suspension [14.06.2021 19:17:38.300] (networking - ConnectionHealth) ConnectionHealth deactivated [14.06.2021 19:17:38.300] (networking - PingHelper) PingHelper deactivated [14.06.2021 19:17:38.629] (networking - ConnectionHealth) Resuming connection check from Suspension [14.06.2021 19:17:38.629] (networking - ConnectionHealth) ConnectionHealth activated [14.06.2021 19:17:39.252] (main - CloseEventHandler) Remove item [14.06.2021 19:17:40.315] (main - CloseEventHandler) Add stack view [14.06.2021 19:17:42.664] (main - MozillaVPN) View log requested [14.06.2021 19:17:42.672] (main - CloseEventHandler) Add view [14.06.2021 19:17:42.672] (main - MozillaVPN) Retrieve logs

Mozilla VPN backend logs

============

2021-06-14, 7:17:13 PM Eastern Daylight Time - App version: 2.3.0 (2.202105271231); Go backend version: 0.0.0 2021-06-14, 7:17:13 PM Eastern Daylight Time - Starting tunnel from the OS directly, rather than the app 2021-06-14, 7:17:13 PM Eastern Daylight Time - DNS64: mapped 193.32.126.66 to itself.

SETTINGS

devices -> <Sensitive> gleanEnabled -> true iapProducts -> org.mozilla.ios.FirefoxVPN.product.1_month_subscription installationTime -> 2021-06-10T20:36:17.144 languageCode -> en-CA nativeIOSDataMigrated -> true previousLanguageCode -> en-CA privateKey -> <Sensitive> publicKey -> Bfi5GcXpWSvVFzoWBtlo3vAsrTPB6dfQVE4tIsn23Hg= servers -> <Sensitive> systemLanguageCodeMigrated -> true telemetryPolicyShown -> true token -> <Sensitive>

DEVICE

Name -> Aidan’s iPhone ABI -> arm64-little_endian-lp64 OS -> ios OS Version -> 15.0 APP Version -> 2.3.0 Build ID -> 2.202105271231

­ ­ ­ Bonjour, Je ne parle pas anglais ni autre langue que le français. I do not understand. C'est un vieux reste de ce que j'ai appris à l'école il y a 55 ans ou years. J'espère que la personne qui me répondra parlera français car j'ai payé pour un VPN et je ne comprends à quoi cela me sert. Je n'ai pas assez de connaissances en informatique et internet et du coup je ne sais pas ce que j'achète. Ce VPN me sert à quoi ? Merci pour votre réponse en français sinon, je ne saurai jamais à quoi sert le VPN. Bien à vous. Tana ZI-OU-DOU-WOLFF Envoyé depuis l'application Mail Orange

Le 08/06/2021, à 13:51, Mozilla a écrit :

­ ­­ ­­­ ­­ ­ ­­­ ­­­­ ­­­­­ ­­­­­­ ­­­­­ ­­­­­ ­­­­­­ ­­­­­ ­­­­ ­­­

­­­­­­ ­­­­­­­ ­­­­­­­­ ­­­­­­­­­ ­­­­­­­­ ­­­­­­­ ­­­­­­ ­­­­­­­­­ ­­­­­­­­­­ ­­­­­­­­­­­ ­­­­­­­­­­­­ ­­­­­­­­­­­ ­­­­­­­­­­ ­­­­­­­­­ ­­­­­­­­­­­­ ­­­­­­­­­­­­­ ­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­ ­­­­­­­­­­­­­ ­­­­­­­­­­­­ Mozilla ­­­­­­­­­­­­ ­­­­­­­­­ ­­­­­­ ­­­­­­­ ­­­­­­­­ ­­­­­­­­­ ­­­­­­­­ ­­­­­­­ ­­­­­­ ­­­­­­­­­ ­­­­­­­­­­ ­­­­­­­­­­­ ­­­­­­­­­­­­ ­­­­­­­­­­­ ­­­­­­­­­­ ­­­­­­­­­ ­­­­­­­­­­­­ ­­­­­­­­­­­­­ ­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­ ­­­­­­­­­­­­­ ­­­­­­­­­­­­ ­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­­­­­­­ ­­­­­­­­­­­­­­­­­­­­­­­­ Hello!

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In VPN app, after pressing "Get started" and being offered, and clicking Firefox, VPN app only shows a loading wheel and I am unable to proceed. I have verified I am logged in to Firefox (sync) but the VPN app doesn't seem to recognize it. iPhone7 IOS 14.5.1, Firefox, and Mozilla VPN are all up to date. Any help on how to get into VPN app?

Hiya,

I love Mozilla products and recently got the VPN service, which works fine.

I have noticed something strange though. It happened twice that without VPN I lose internet connection. I restart the computer, reset the router, switch channels, dns, etc. but it's only with the VPN that my mac os 11.2.1 gets finally connected.

Any idea why?

Thanks! A

Not sure what happened, it was working fine last week. Turned on the system today and it just crashes, window pops open for a second and closes. I read up on this error but it seems to indicate it's trying to access something outside of it's permission range:

~$ mozillavpn

Segmentation fault (core dumped)

So I ran it elevated (sudo), just to test, it works but it's not supposed to run this way.

I uninstalled, reinstalled, same results. I uninstalled, renamed the ./mozilla/firefox folder to wipe settings, reinstalled same effect.

No matter what location i choose, i keep getting a No Signal - Check Connection status. I read through a few other posts and saw that you need to sign out and and uninstall, but that didnt work. I still have internet with VPN on. I'm making this post with the VPN still switched on.

I am using Mozilla VPN because I would like to use it all the time on the internet. However, I find that I cannot use it and access Etsy. The Etsy pages simply stay blank; nothing loads, there is no error message, the address of the page is in the browser, but it just does nothing at all. Refreshing the pages does not help; it simply still displays a blank white page. If I turn off Mozilla VPN the pages will load just fine. Is this a problem on Etsy's end, or something Mozilla can fix?

(I am using Firefox as my browser, on Windows)