Cannot connect VPN
Hello,
Here's my problem : when I start my computer, the VPN is launching, but I cannot switch it on (the toggle is visible but cannot be interacted with). I have to restart the computer, and then the switch can be turned on again.
Solution choisie
Hi there,
thank you for posting on the forum! I am sorry to hear about this issue.
To assist you better, it would be great if you could contact us directly via the VPN, as we might need some additional information.
Are you on a Windows 10 device? I think a full reset of the VPN might help you. Here are instructions for Windows:
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.
If you are currently using another device than Windows or still have the same problem, we would appreciate if you contact us directly, then we can help you more efficiently. You can also dm me your email address and I will follow up with you directly, if you prefer that.
Regards, Mags
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Solution choisie
Hi there,
thank you for posting on the forum! I am sorry to hear about this issue.
To assist you better, it would be great if you could contact us directly via the VPN, as we might need some additional information.
Are you on a Windows 10 device? I think a full reset of the VPN might help you. Here are instructions for Windows:
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.
If you are currently using another device than Windows or still have the same problem, we would appreciate if you contact us directly, then we can help you more efficiently. You can also dm me your email address and I will follow up with you directly, if you prefer that.
Regards, Mags
Hello,
I'm also having trouble connecting to Mozilla VPN when in a public wifi area (Panera, etc.).
I believe it's related to a Captive Portal (Mozilla support page here).
Steps:
I disconnect VPN and connect to public wifi I cannot reconnect VPN. VPN is continually 'Connecting'...
My Stuff:
Chrome Version 90.0.4430.212 MacBookPro BigSur 11.4
Thanks in advance.
Thank you for your response Mags, I followed all the steps and it seems to be working, the VPN connected immediately !