Welcome!

Have you just freshly installed the VPN? Try re-launching the VPN service and if you know how, access the Windows taskmanager and exit out the relevant services with Mozilla VPN before opening it again.

Try restarting your computer as well, sometimes the VPN background service are not started properly and that causes the error that you are experiencing. It would help also if you follow the debugging steps below to submit that to the development team. That allows us to better identify the issue and prevent it from happening in the future.

Let me know how I can support you further.

How to obtain the Mozilla VPN Logs

2020-11-02 10:36:42.549716: [TUN] [FirefoxPrivateNetworkVPN] Watching network interfaces 2020-11-02 10:36:42.555719: [TUN] [FirefoxPrivateNetworkVPN] Resolving DNS names 2020-11-02 10:36:42.556718: [TUN] [FirefoxPrivateNetworkVPN] Creating Wintun interface 2020-11-02 10:36:46.255019: [TUN] [FirefoxPrivateNetworkVPN] Using Wintun/0.8 (NDIS 6.83) 2020-11-02 10:36:46.510083: [TUN] [FirefoxPrivateNetworkVPN] Enabling firewall rules 2020-11-02 10:36:48.224656: [TUN] [FirefoxPrivateNetworkVPN] Dropping privileges 2020-11-02 10:36:48.108487: [TUN] [FirefoxPrivateNetworkVPN] Creating interface instance 2020-11-02 10:36:48.129491: [TUN] [FirefoxPrivateNetworkVPN] Routine: event worker - started 2020-11-02 10:36:48.136494: [TUN] [FirefoxPrivateNetworkVPN] Routine: handshake worker - started 2020-11-02 10:36:48.209513: [TUN] [FirefoxPrivateNetworkVPN] Routine: encryption worker - started 2020-11-02 10:36:48.233521: [TUN] [FirefoxPrivateNetworkVPN] Routine: decryption worker - started 2020-11-02 10:36:48.399563: [TUN] [FirefoxPrivateNetworkVPN] Routine: decryption worker - started 2020-11-02 10:36:48.436570: [TUN] [FirefoxPrivateNetworkVPN] Routine: encryption worker - started 2020-11-02 10:36:48.508587: [TUN] [FirefoxPrivateNetworkVPN] Routine: handshake worker - started 2020-11-02 10:36:48.533594: [TUN] [FirefoxPrivateNetworkVPN] Routine: TUN reader - started 2020-11-02 10:36:48.571553: [TUN] [FirefoxPrivateNetworkVPN] Setting interface configuration 2020-11-02 10:36:48.601562: [TUN] [FirefoxPrivateNetworkVPN] UAPI: Updating private key 2020-11-02 10:36:48.615565: [TUN] [FirefoxPrivateNetworkVPN] UAPI: Removing all peers 2020-11-02 10:36:48.625569: [TUN] [FirefoxPrivateNetworkVPN] UAPI: Transition to peer configuration 2020-11-02 10:36:48.635569: [TUN] [FirefoxPrivateNetworkVPN] peer(iuFD…Szh4) - UAPI: Created 2020-11-02 10:36:48.655575: [TUN] [FirefoxPrivateNetworkVPN] peer(iuFD…Szh4) - UAPI: Updating endpoint 2020-11-02 10:36:48.693585: [TUN] [FirefoxPrivateNetworkVPN] peer(iuFD…Szh4) - UAPI: Updating persistent keepalive interval 2020-11-02 10:36:48.730594: [TUN] [FirefoxPrivateNetworkVPN] peer(iuFD…Szh4) - UAPI: Removing all allowedips 2020-11-02 10:36:48.787607: [TUN] [FirefoxPrivateNetworkVPN] peer(iuFD…Szh4) - UAPI: Adding allowedip 2020-11-02 10:36:48.819636: [TUN] [FirefoxPrivateNetworkVPN] peer(iuFD…Szh4) - UAPI: Adding allowedip 2020-11-02 10:36:48.837620: [TUN] [FirefoxPrivateNetworkVPN] Bringing peers up 2020-11-02 10:36:48.849624: [TUN] [FirefoxPrivateNetworkVPN] Routine: receive incoming IPv6 - started 2020-11-02 10:36:48.857626: [TUN] [FirefoxPrivateNetworkVPN] Routine: receive incoming IPv4 - started 2020-11-02 10:36:48.869629: [TUN] [FirefoxPrivateNetworkVPN] UDP bind has been updated 2020-11-02 10:36:48.874630: [TUN] [FirefoxPrivateNetworkVPN] peer(iuFD…Szh4) - Starting... 2020-11-02 10:36:48.887644: [TUN] [FirefoxPrivateNetworkVPN] peer(iuFD…Szh4) - Routine: sequential receiver - started 2020-11-02 10:36:48.909146: [TUN] [FirefoxPrivateNetworkVPN] peer(iuFD…Szh4) - Routine: nonce worker - started 2020-11-02 10:36:48.955039: [TUN] [FirefoxPrivateNetworkVPN] peer(iuFD…Szh4) - Routine: sequential sender - started 2020-11-02 10:36:48.962702: [TUN] [FirefoxPrivateNetworkVPN] Monitoring default v4 routes 2020-11-02 10:36:48.963701: [TUN] [FirefoxPrivateNetworkVPN] Binding v4 socket to interface 18 (blackhole=false) 2020-11-02 10:36:48.966703: [TUN] [FirefoxPrivateNetworkVPN] Setting device v4 addresses 2020-11-02 10:36:49.454054: [TUN] [FirefoxPrivateNetworkVPN] peer(iuFD…Szh4) - Sending handshake initiation 2020-11-02 10:36:49.527074: [TUN] [FirefoxPrivateNetworkVPN] peer(iuFD…Szh4) - Awaiting keypair 2020-11-02 10:36:51.295172: [TUN] [FirefoxPrivateNetworkVPN] Monitoring default v6 routes 2020-11-02 10:36:51.298173: [TUN] [FirefoxPrivateNetworkVPN] Binding v6 socket to interface 0 (blackhole=true) 2020-11-02 10:36:51.304175: [TUN] [FirefoxPrivateNetworkVPN] Setting device v6 addresses 2020-11-02 10:36:51.894621: [TUN] [FirefoxPrivateNetworkVPN] Listening for UAPI requests 2020-11-02 10:36:51.998176: [TUN] [FirefoxPrivateNetworkVPN] Startup complete 2020-11-02 10:36:52.950310: [FPN] Connection status changing from Connecting to Protected 2020-11-02 10:36:53.298395: [FPN] Tunnel status changed from Connecting to Protected 2020-11-02 10:36:54.977827: [TUN] [FirefoxPrivateNetworkVPN] peer(iuFD…Szh4) - Sending handshake initiation 2020-11-02 10:36:55.361818: [TUN] [FirefoxPrivateNetworkVPN] peer(iuFD…Szh4) - Handshake did not complete after 5 seconds, retrying (try 2) 2020-11-02 10:37:00.371912: [TUN] [FirefoxPrivateNetworkVPN] peer(iuFD…Szh4) - Sending handshake initiation 2020-11-02 10:37:01.562983: [FPN] Connect command initiated 2020-11-02 10:37:01.565015: [FPN] Setting endpoint to 66.115.180.234 2020-11-02 10:37:01.565015: [FPN] Switching servers parameter changed from False to True 2020-11-02 10:37:01.565015: [FPN] Switching servers parameter 'from' has been changed from <null> to New York, NY 2020-11-02 10:37:01.565015: [FPN] Switching servers parameter 'To' has been changed To <null> to Atlanta, GA 2020-11-02 10:37:01.575079: [FPN] Switching endpoint to us170-wireguard 10.64.0.1 2020-11-02 10:37:01.587426: [TUN] [FirefoxPrivateNetworkVPN] UAPI: Removing all peers 2020-11-02 10:37:01.591425: [TUN] [FirefoxPrivateNetworkVPN] peer(iuFD…Szh4) - Stopping... 2020-11-02 10:37:01.591425: [TUN] [FirefoxPrivateNetworkVPN] peer(iuFD…Szh4) - Routine: sequential receiver - stopped 2020-11-02 10:37:01.676027: [TUN] [FirefoxPrivateNetworkVPN] peer(iuFD…Szh4) - Routine: nonce worker - stopped 2020-11-02 10:37:01.685560: [TUN] [FirefoxPrivateNetworkVPN] peer(iuFD…Szh4) - Routine: sequential sender - stopped 2020-11-02 10:37:01.760753: [TUN] [FirefoxPrivateNetworkVPN] UAPI: Transition to peer configuration 2020-11-02 10:37:01.797858: [TUN] [FirefoxPrivateNetworkVPN] peer(KOen…jxGM) - Starting... 2020-11-02 10:37:01.803862: [TUN] [FirefoxPrivateNetworkVPN] peer(KOen…jxGM) - Routine: sequential receiver - started 2020-11-02 10:37:01.814861: [TUN] [FirefoxPrivateNetworkVPN] peer(KOen…jxGM) - Routine: nonce worker - started 2020-11-02 10:37:01.816558: [TUN] [FirefoxPrivateNetworkVPN] peer(KOen…jxGM) - Routine: sequential sender - started 2020-11-02 10:37:01.816558: [TUN] [FirefoxPrivateNetworkVPN] peer(KOen…jxGM) - UAPI: Created 2020-11-02 10:37:01.817559: [TUN] [FirefoxPrivateNetworkVPN] peer(KOen…jxGM) - UAPI: Updating endpoint 2020-11-02 10:37:01.819559: [TUN] [FirefoxPrivateNetworkVPN] peer(KOen…jxGM) - UAPI: Adding allowedip 2020-11-02 10:37:01.820560: [TUN] [FirefoxPrivateNetworkVPN] peer(KOen…jxGM) - UAPI: Adding allowedip 2020-11-02 10:37:01.822869: [TUN] [FirefoxPrivateNetworkVPN] peer(KOen…jxGM) - Sending handshake initiation 2020-11-02 10:37:01.831869: [TUN] [FirefoxPrivateNetworkVPN] peer(KOen…jxGM) - Awaiting keypair 2020-11-02 10:37:03.113658: [FPN] Switching servers parameter changed from True to False 2020-11-02 10:37:03.278182: [FPN] Connection status changing from Stable to NoSignal 2020-11-02 10:37:03.592801: [FPN] HTTP 404 [0] Not found 2020-11-02 10:37:03.592801: [FPN] Could not retrieve IP info. 2020-11-02 10:37:06.930407: [TUN] [FirefoxPrivateNetworkVPN] peer(KOen…jxGM) - Sending handshake initiation 2020-11-02 10:37:12.562445: [TUN] [FirefoxPrivateNetworkVPN] peer(KOen…jxGM) - Sending handshake initiation 2020-11-02 10:37:13.843158: [FPN] HTTP 404 [0] Not found 2020-11-02 10:37:13.843158: [FPN] Could not retrieve IP info. 2020-11-02 10:37:17.185215: [TUN] [FirefoxPrivateNetworkVPN] peer(KOen…jxGM) - Sending handshake initiation 2020-11-02 10:37:22.226520: [TUN] [FirefoxPrivateNetworkVPN] peer(KOen…jxGM) - Sending handshake initiation 2020-11-02 10:37:27.444593: [TUN] [FirefoxPrivateNetworkVPN] peer(KOen…jxGM) - Sending handshake initiation 2020-11-02 10:37:32.551569: [TUN] [FirefoxPrivateNetworkVPN] peer(KOen…jxGM) - Sending handshake initiation 2020-11-02 10:37:37.689133: [TUN] [FirefoxPrivateNetworkVPN] peer(KOen…jxGM) - Sending handshake initiation 2020-11-02 10:37:37.759869: [TUN] [FirefoxPrivateNetworkVPN] peer(KOen…jxGM) - Handshake did not complete after 5 seconds, retrying (try 2) 2020-11-02 10:37:42.889573: [TUN] [FirefoxPrivateNetworkVPN] peer(KOen…jxGM) - Sending handshake initiation 2020-11-02 10:37:48.193297: [TUN] [FirefoxPrivateNetworkVPN] peer(KOen…jxGM) - Sending handshake initiation 2020-11-02 10:37:53.247687: [TUN] [FirefoxPrivateNetworkVPN] peer(KOen…jxGM) - Sending handshake initiation 2020-11-02 10:37:57.335880: [FPN] res=/vpn/ipinfo, status=Error, msg=Unable to connect to the remote server 2020-11-02 10:37:57.335880: [FPN] Could not retrieve IP info. 2020-11-02 10:37:58.374998: [TUN] [FirefoxPrivateNetworkVPN] peer(KOen…jxGM) - Handshake did not complete after 5 seconds, retrying (try 2) 2020-11-02 10:37:58.376018: [TUN] [FirefoxPrivateNetworkVPN] peer(KOen…jxGM) - Sending handshake initiation 2020-11-02 10:38:03.457449: [TUN] [FirefoxPrivateNetworkVPN] peer(KOen…jxGM) - Handshake did not complete after 5 seconds, retrying (try 2) 2020-11-02 10:38:03.510678: [TUN] [FirefoxPrivateNetworkVPN] peer(KOen…jxGM) - Sending handshake initiation 2020-11-02 10:38:08.515621: [TUN] [FirefoxPrivateNetworkVPN] peer(KOen…jxGM) - Sen

i think i sent you the log

Hello Bernardo,

Yes, you have to the log posted in the thread. As I am only the form volunteer, I am going to refer you to the development team where they would be able to work with the log you provided to resolve your issue.

Please follow this link to report the issue and send the log directly to the dev team as a support ticket. When opening the ticket, input the link to this thread as well to provide better context on your issue. How to obtain the Mozilla VPN Logs

If that option of opening a support ticket from the app does not work for you. You would be able to reach the support staff via this email address: vpn-support@mozilla.com A reminder to never send login details or other sensitive personal data via email.

Let me know if this was helpful.