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My VPN will not open. Unusable.

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I am a paid subscriber to Mozilla VPN. As of July 21st, 2021 it stopped working and will not open. 64 bit. Windows 10. I cannot use debugging tool because I cannot open it. When I try...it shows a ghosted image of where the control box should be for choosing location. Then the screen goes completely black for about 10 seconds. Then when it stops going black the control box is not there. I do not see it on my taskbar. I do not see it when doing alt-ctrl-delete as a process currently running. I have tried uninstalling and reinstalling. It did not help.

It seems I have no way to contact Mozilla. The help page says "click get help and then contact us" I have a get help bar at the top, I am logged in, under "get help" there is no option to "contact us".

If I cannot resolve this, I will have no choice but to stop my VPN service and switch to a different VPN source. Please advise.

I am a paid subscriber to Mozilla VPN. As of July 21st, 2021 it stopped working and will not open. 64 bit. Windows 10. I cannot use debugging tool because I cannot open it. When I try...it shows a ghosted image of where the control box should be for choosing location. Then the screen goes completely black for about 10 seconds. Then when it stops going black the control box is not there. I do not see it on my taskbar. I do not see it when doing alt-ctrl-delete as a process currently running. I have tried uninstalling and reinstalling. It did not help. It seems I have no way to contact Mozilla. The help page says "click get help and then contact us" I have a get help bar at the top, I am logged in, under "get help" there is no option to "contact us". If I cannot resolve this, I will have no choice but to stop my VPN service and switch to a different VPN source. Please advise.

Chosen solution

Hello!

Thank you for reaching

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.

I hope this helps,

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Chosen Solution

Hello!

Thank you for reaching

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.

I hope this helps,