Mozilla VPN not working on iOS
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
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[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
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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
All Replies (1)
Hi there,
thank you for posting on the forum.
Could you please try sign out of the Mozilla VPN (you can do this by going to the gear icon on the top right of the application, then scrolling down to "Sign out"), uninstalling it, re-downloading it, and reinstalling it. The sign out is an important part of the process due to deleting some files that otherwise don't get purged.
Once you have reinstalled the VPN can you please try connect to different server locations and see if the issue persists?
In case you keep having the same problem, I suggest you contact us directly via Mozilla VPN. Just click into the settings and then "contact us" in order to fill out the contact form. We will be able to assist you more efficiently.