Background Service Error (Restore)

[data-sync-user]

Description

Describe what is happening.

User gets a background service error when trying to connect to Mozilla VPN

Does it impact functionality or aesthetics? Yes Does this endanger users? What would be compromised and how likely is the threat? Yes. Since the connection is not established the user can not benefit from the VPN's connection.

How annoying is this for affected users? (Think about how much 'in the way' this is, relative to what the user is trying to do) Yes (very annoying)

Does it degrade the user experience significantly? Yes Is it legally sensitive? No

Centrality Is it on a core user journey or on a secondary one? It is a core user journey

Connection, Server selection, Adding/removing device, Sign in/out = Core functionality. Tips & Tricks, Split Tunneling, Printing (Local Network Access), DNS, = Secondary functionality

TS steps performed:

• Soft reset, full-reset (cross-platform), checking for the Firewall settings, other VPNs, or antiviruses that might be interferring with the connection. Rolling back to previous VPN versions.

Technical Information

Platform macOS 13.2 FX product Mozilla VPN Version 2.13 (happens in 2.12 and 2.14 as well) Region/Languages Network type (Mobile/Wifi/Wired)

Steps to Reproduce

1. Open Mozilla VPN
2. Toggle on the VPN button
3. Wait for the connection to be established

Actual Results

The connection fails and the user receives a "Background service error (Restore)" message.

Expected Results

What should happen

The user should be able to connect to their selected server normally and start using the VPN normally on their device.

┆Issue is synchronized with this Jira Bug ┆Reporter: Edwin Dubon

[data-sync-user]

➤ Edwin Dubon commented:

[^mozillavpn-2023-2-10_3.txt] [^mozillavpn-2023-2-22.txt] [^mozillavpn-2023-2-27.txt] [^afterrestating_mozillavpn-2023-3-7_1.txt] [^Afterdownloading_mozillavpn-2023-3-7.txt] [^mozillavpn-2023-4-7.txt]

[data-sync-user]

➤ Edwin Dubon commented:

[^mozillavpn-2023-6-10.txt]

Logs with v2.15

[data-sync-user]

➤ Juan Carlos Enriquez commented:

[^Open Launch and Attempt to Connect.zip]

This is a zip file that contains organized screenshots when se tried to connect from a user that is suffering this bug. She have tried all the workarounds including update for the VPN client into 2.15 and the issue persist.

[qwertymanisalive]

I started to have this error after the latest window 11 update. I've tried the troubleshooting steps on the MozillaVPN website with no success

Mozilla VPN version 2.16.0 (2.202307282008)

https://i.imgur.com/28Y1TCx.png https://i.imgur.com/4JUMnat.png

I'm not sure what is blocking the VPN, I've set up windows defender to let MozillaVPN to pass thru, is there another file that is being blocked by the firewall?

I can upload logs if that helps