Hey there,

In this case, I'd suggest doing a full reset on your Windows 10 device, here are the steps to follow:

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 User's 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 this helps. If the problem persists, please send us a support request for this issue through the Get Help option found within the Settings of the VPN client. This way we will be able to further assist you with the resolution of this problem.

Cheers.

I thankyou from the bottom of my heart for the excellent answer. Unfortunately no success. I followed your advice 2*) times step by step by the coma. the result is now clicking the VPN icon the >>>Quick access<<< appears clicking it again it disappears. I removed VPN a third time *) I restarted Win 10 and downloaded VPN again. To make Shure I did every step the result is still the same. Murphy's law??? To download VPN I had to get each time the 12 month version I'm worried I did sign for several subscriptions. Uninstalling VPN it showed 79cae.msi - 66ca7.msi - 66ca9.msi In one case to remove VPN from Control Panel/Programs and folder it showed Mozilla Maintenance Service. PS: I have a similar issue with the Corel Photo Impact 13

may be  a Reg-cleaner  can help?

Thank you again Ottmar Umhofer The last uninstall I read Product Version 2.4.1.0

Hi there,

thank you for the updated reply. I am sorry to hear that it is still not working!

Can you also confirm that your Windows is on a 64-bit system? You check this information by going into the Windows 10 Settings > System > About and view the info next to "System Type".

Before installing Mozilla VPN please also make sure that your Windows in the latest version and no updates outstanding. To check for updates manually, open the Control Panel, click 'System and Security', then 'Windows Update'. In the left pane, click 'Check for updates'. Install all updates and restart your computer if prompted.

In order to install the VPN correctly please also make sure the time on your device is set to automatic and not manual. To program Windows to do that, just right-click on the time in the systems tray and go to Date and Time Properties and click on the Internet Time tab, placing a check in Automatically synchronize with an Internet time server.

I believe I have also reached out to your directly earlier today via email. If that is the case, you can also reply there to receive faster assistance from us.

Hi Magsmoz I did every thing you mentioned Win 10 is up to date. I Installed VPN Win 10 invoice # 18025209-0001 but nothing changed. I installed VPN on a chrome-book, there was no hint of a shortcut. To me it looks like the hint of a shortcut in Win 10 is a bug. Can I buy*) The VPN on a disk with no "Quick access" *) ore download did you ever downloaded VPN for Win 10 from your Website and installed the program on a computer? I can assure you I did every thing at different times with no success. I hope I did not by multiple subscriptions to download VPN for Win 10 I had to pick a subscription and got an invoice #

The Chrome book is used by my wife and aunt, I need to use VPN on my Windows computer I would not like to by a chrome book.

Dear Magsmoz I'm sorry to bothering you, all I wont is to use my VPN subscription. Tank you for your help. Ottmar Umhofer

Hey Ottmar,

If you need further help with this issue or want to cancel your subscription, send us a support request for this issue through the Get Help option found within the Settings of the VPN client. This way we will be able to further assist you.

Regards,