Windows - Background Service error

[data-sync-user]

User on Windows gets a background service error when trying to connect with Mozilla VPN.

• confirmed user allowed Mozilla VPN on Firewall
• Updated the operating system
• Reset the VPN
• restart VPN broker
• Suggested to try different servers and different internet access point/provider
• Verified user was on personal and not professional device/network
• VPN is working on another device a phone using the same network
• Suggested to completely disable firewall and any other security tool,
• Reset the network settings

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

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

Technical Information

Platform: Windows 10 FX product: Mozilla VPN Version: 2.21 Region/Languages: EU/French Network type (Mobile/Wifi/Wired)

Steps to Reproduce

1. Step 1: Open Mozilla VPN and click on the button to connect
2. Step 2: Connection fails and we get “Background service error”

Actual Results

The VPN doesn’t connect.

Expected Results

The VPN should connect to our servers.

┆Issue is synchronized with this Jira Bug ┆Reporter: Thierry Tchinda

[data-sync-user]

➤ Thierry Tchinda commented:

Mozilla VPN logs.

[^mozillavpn-2024-4-18 (1).log]

[data-sync-user]

➤ Juan Zapata commented:

Attaching logs from another user. Noticeable is that there no backend logs registered.

[^VPN logs.txt]

[data-sync-user]

➤ Santiago Andrigo commented:

Basti just to confirm - you think that upgrading to WireguardNT should fix this?

[data-sync-user]

➤ Basti commented:

We don’t know:

Mozilla VPN backend logs

No logs.

[data-sync-user]

➤ Santiago Andrigo commented:

ACK, thanks!

[data-sync-user]

➤ Juan Zapata commented:

[^VPN Logs 5.14.txt]

Adding logs from a different user with this issue. Backend logs also show empty so don’t think they help.

[data-sync-user]

➤ Juan Zapata commented:

[^mozillavpn-2024-5-22-1.log]

Adding new logs. Issue still occurs to one of the reported users after updating to 2.22.1

[data-sync-user]

➤ Juan Zapata commented:

A user reported they were able to fix this issue by removing the Wireguard Tunnel network driver from the device manager, and quote “Seems that Mozilla VPN did not detect it was already installed and then tried to install it, but failed as it clashed with the GUID.By deleting it, Mozilla VPN installed Wireguard again, and worked afterwards.”

[data-sync-user]

➤ Santiago Andrigo commented:

Oh, this is a great insight! Naomi Kirby Basti thoughts on this? I wonder if we could automagically catch these situations and auto-recover.

[data-sync-user]

➤ Santiago Andrigo commented:

Nevermind. Basti confirmed that this will be fixed with the WireguardNT launch in 2.24.

[Bigmanda]

Hi, I'm facing this exact issue. However I can't delete the driver as it appears and dissappears randomly with a caution logo.

[albionx]

Hi Bigmanda, can you try uninstalling your current version and installing this (beta) version 2.24 to see if it does the trick please? https://firefox-ci-tc.services.mozilla.com/api/index/v1/task/mozillavpn.v2.mozilla-vpn-client.branch.main.latest.build.windows/artifacts/public%2Fbuild%2FMozillaVPN.msi