“Remote service error” displayed when accessing the “Profile view” after entering a wrong password for more than 5 times

[data-sync-user]

Affected versions:

• Mozilla VPN 2.12.0 (2.202211172005);

Tested Platforms:

• All;

Prerequisites:

• Have Mozilla installed and opened;

• Have a Fx account with an active subscription for Mozilla VPN;

• Be signed in;

• Have entered the wrong password for more than 5 times on Reauthentication screen or on the Delete account flow;

Steps to reproduce:

1. Access the “Profile” view;
2. Observe the behavior;

Expected result:

• The user is redirected to the “Profile” view;

Actual result:

• “Remote service error” red banner is displayed; 

Notes:

• After performing the above steps, “No internet connection” red banner is displayed every few seconds;

• This was initially found in 2.11 version, as part of the following ticket: https://mozilla-hub.atlassian.net/browse/VPN-3092

• See the attached video and logs;

┆Issue is synchronized with this Jira Bug ┆Reporter: Bianca Hidecuti

[data-sync-user]

➤ Andrea Marchesini commented:

I think this is now fixed. Can you please check it again? It was not showing the too-many-requests dialog.

[data-sync-user]

➤ Bianca Hidecuti commented:

Andrea Marchesini, I am still able to reproduce it while using the latest 2.13 build - 2.13.0 (2.202301181836) / 2.14 build - 2.14.0 (2.202301182207), on iOS 16.2 → attaching logs.

Reopening this issue.

!original-158F092E-0067-4F89-9AFF-BC1AEC6969A3.mp4|width=444,height=960!

[^MozillaVPN-logs (1).txt]

[data-sync-user]

➤ Andrea Marchesini commented:

This is a guardian issue. The request /api/v1/vpn/subscriptionDetails timeouts with error .

Jeremy Swinarton do you have thoughts?

[data-sync-user]

➤ Bianca Hidecuti commented:

This is still reproducing on the latest 2.14 builds, across platforms.

Reopening this issue.

!3293.mov|width=734,height=1310!

[^3292.txt]

[data-sync-user]

➤ Andrea Marchesini commented:

[17.02.2023 08:38:33.327] (NetworkRequest) Error: Network error: Error transferring https://stage-vpn.guardian.nonprod.cloudops.mozgcp.net/api/v1/vpn/subscriptionDetails - server replied: Internal Server Error status code: 500 - body: {"code":500,"errno":null,"error":"Internal Server Error"}

This is a Guardian issue. Sarah Bird Jeremy Swinarton thoughts?

[data-sync-user]

➤ Bianca Hidecuti commented:

Still reproducing with the 2.17 version.