Windows 10 - Mozilla VPN immediately disconnects when turning it On

[data-sync-user]

Description

Regardless of the selected server from the list, when enabling the VPN, it immediately turns off and fails to connect. Our user has already attempted the following troubleshooting:

• Resetting through developer options
• Clearing VPN app data
• Making sure no third-party security software was affecting the connection
• Installing latest system and driver updates

No matter the troubleshooting. The issue remains

https://mozilla-hub.atlassian.net/browse/VPN-6238

Does it impact functionality or aesthetics? Y Does this endanger users? What would be compromised and how likely is the threat? N 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) Y Does it degrade the user experience significantly? Y Is it legally sensitive? N

Centrality Is it on a core user journey or on a secondary one? On the core journey

Technical Information

Platform: WIndows 10 FX product: Mozilla VPN Version 2.19 & 2.20 & 2.21 Network type WIFI

Steps to Reproduce

1. Open the VPN
2. Enable the VPN
3. View connection

Actual Results

The VPN will automatically stop the connection after enabling it, hence not being able to connect properly.

Expected Results

The VPN should be able to connect without being disconnected immediately

┆Issue is synchronized with this Jira Bug ┆Reporter: Wai Piu Tse Ramos

[data-sync-user]

➤ Valentina Virlics commented:

Wai Piu Tse Ramos Thank you for logging this! Did you, by chance (or intentionally) changed the app name? (the .exe file)

I was wondering that maybe you run into https://mozilla-hub.atlassian.net/browse/VPN-5770 ( https://mozilla-hub.atlassian.net/browse/VPN-5770|smart-link ) .

[data-sync-user]

➤ Wai Piu Tse Ramos commented:

Quick update!

The user replied to us and did verify explicitly that their app is indeed named “Mozilla VPN”. No additional numbers or letters.

By the context given, this issue is different from https://mozilla-hub.atlassian.net/browse/VPN-5770 ( https://mozilla-hub.atlassian.net/browse/VPN-5770|smart-link ) .

[data-sync-user]

➤ Santiago Andrigo commented:

Update: We are not able to troubleshoot this, likely due to missing backend logs. The fix is going live in 2.22.

Due to this, would you mind monitoring this and, whenever it happens again, submit logs again (assuming the reporting user is already on 2.22)?

[data-sync-user]

➤ Wai Piu Tse Ramos commented:

Update: The user was updated to v2.22.1, yet the issue remains the same.

Logs were also attached: [^fef9152a-5755-4a70-b6f4-f30cc1682144]