Debugging Mozilla VPN

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Debugging is a troubleshooting tool that helps Mozilla’s engineers see what has gone wrong with the VPN so that they can fix it. If you’re having problems with Mozilla VPN, Mozilla Support may ask you to use the debugging tool to export the application logs.

How to export logs on Mozilla VPN

Follow these steps to export the application logs:

  1. Open Mozilla VPN and click the gear icon vpn settings icon (icon may appear in top right corner of the application on versions older than 2.10).
  2. Click or tap Get Help.
    Android VPN Get Help
  3. Select View Log. This will generate a .txt file with logs to help Mozilla Support troubleshoot the problem.
    View log
  4. Attach the .txt file to your support ticket.
Note: The logs don’t contain your browsing information, logins or anything that identifies you or your activity. It only logs the VPN’s internal processes.

I can't log in to Mozilla VPN to generate the log file – What to do

  1. On the Mozilla VPN Get started screen, click or tap Get Help.
    Get Help MZ VPN
  2. Select View Log. This will generate a .txt file with logs to help Mozilla Support troubleshoot the problem.
    View log
  3. Save and attach the .txt file to your support ticket.

How can I export the log if I can't open Mozilla VPN on Windows?

  1. Open the Windows File Explorer.
  2. Click on the View tab at the top of the window.
    Windows  view tab
  3. On the far right side of the option near the top of this tab, look for Hidden Items. Check this box, if it is not already.
    Windows hidden items
  4. This will enable you to complete the next steps:
    1. Click on This PC on the left side of the File Explorer.
      Select This PC
    2. Click on your hard drive (This should be labeled Windows or OS (C:)).
    3. Open the Users folder.
      User's file
    4. Open the folder for your user, it should have your user name.
    5. Open the AppData folder.
      AppData file
    6. Open the Roaming folder.
      Roaming file
    7. Inside the Roaming folder, find a text file document named mozillavpn.txt.
      VPN text file
    8. Copy the file and attach it to your response email.

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