[Windows] Internet connection breaks when having Mozilla VPN turned ON and uninstalling the NordVPN app

[data-sync-user]

Important details:

• Mozilla VPN cannot be turned ON. After a few moments, the “Server unavailable” modal is displayed. Switching the server does not solve the problem;

• Quitting the app does not solve the issues > the internet is still not working and if reopening the app > the VPN does not connect; 

• If Mozilla VPN is turned OFF while uninstalling the NordVPN, the issue is not reproducing. The VPN can be turned ON after the uninstall is complete and the internet is working.

• Reproducing on the 2.11.1 version as well.

• Not reproducing on MacOS;

Affected versions:

• 2.12.0 (2.202212020937);

Tested Platforms:

• Windows 11;

Prerequisites:

• Have Mozilla VPN app installed and opened;

• Have a Fx account with subscription;

• Be signed in;

• Have NordVPN installed (not opened);

Steps to reproduce:

1. Turn Mozilla VPN ON;
2. Go to Control Panel > Programs > Programs and Features and uninstall the NordVPN app;
3. Observe the behavior of Mozilla VPN app, while the NordVPN is uninstalling;

Expected result:

• The VPN is still connected. There are no issues and the internet is working;

Actual result:

• The VPN disconnects itself. “Background service error” red banner is displayed. The internet is no longer working;

Notes:

• See the attached video and logs;

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

[data-sync-user]

➤ Valentina Virlics commented:

Internet breaks if we have the “start on boot“ option enabled and also Nord VPN installed while using the latest 2.14 build on Windows.

Device require a restart in order to restore the internet.

[data-sync-user]

➤ Bianca Hidecuti commented:

Still reproducing with the 2.17 version.