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app hang, freeze after switching the server #9548

Open marcel263 opened 2 weeks ago

marcel263 commented 2 weeks ago

Describe the bug

VPN version: 2.21.0

Affected Platforms: Android 13 OneUI 5.1

Steps to reproduce: VPN set to auto connect in Android settings. Boot device, VPN auto connecting. Launch Mozilla VPN to change the location switch apps Launch again Mozilla VPN

Actual result: The app displays a white or black screen. It has to be force closed through App settings. After a few minutes, Android overlays on display "app not responding" for Mozilla VPN.

Additional notes: MozillaVPN_Logs_2024-11-08-12-11-18.txt

┆Issue is synchronized with this Jira Bug

data-sync-user commented 2 weeks ago

➤ Santiago Andrigo commented:

22% of users are on Android 13. Valentina Virlics do you have any device on Android 13 to test this?

data-sync-user commented 2 weeks ago

➤ Robert Vass commented:

Hello Santiago Andrigo . We have tried to reproduce this issue on our Android 13 devices using the version mentioned but with no success. From what I can see, the user has a Samsung device with OneUI which could prove to be the issue. We’ve performed out testing on a Realme and Pixel device which have a different launcher.

data-sync-user commented 2 weeks ago

➤ Santiago Andrigo commented:

Addendum: Valentina also tried on Android 10 (Pixel) and 14 (Samsung) and can’t replicate either. We don’t have the precise combination reported here (Android 13, Samsung), alas.

albionx commented 2 weeks ago

@marcel263 Would you mind trying with the latest version please? We just pushed version 2.22 to the Play Store yesterday and it will slowly ramp up (reaching 100% by next week).

Once you have it, I would also recommend using one of the new features we launched in the new version: Settings -> Help -> Reset VPN. This will log you out and clear a bunch of things, which might do the trick in case your installation got itself on some weird setup. More info here: https://support.mozilla.org/en-US/kb/how-remove-mozilla-vpn-app-data-your-device

marcel263 commented 2 weeks ago

@marcel263 Would you mind trying with the latest version please? We just pushed version 2.22 to the Play Store yesterday and it will slowly ramp up (reaching 100% by next week).

Once you have it, I would also recommend using one of the new features we launched in the new version: Settings -> Help -> Reset VPN. This will log you out and clear a bunch of things, which might do the trick in case your installation got itself on some weird setup. More info here: https://support.mozilla.org/en-US/kb/how-remove-mozilla-vpn-app-data-your-device

Dear, after updating to 2.22.0, the app always freezes after just reopening it, worsening the issue. MozillaVPN_Logs_2024-21-15-8-21-26.txt

attached is the log after triggering, and force-killing the bug a few times.

edit: even worse, after resetting the app following instructions, before entering the password, it froze after switching apps.

marcel263 commented 2 weeks ago

The app is now 2.22.0 and freshly installed.

After turning on wifi and connecting it, lte is cut off. Now, Mozilla VPN, which was already running, is frozen again after invoking its UI. The app appears frozen.

configuration:

VPN is set to "always on" in Android settings Battery setting for Mozilla VPN is "Optimised", which is drfault

albionx commented 2 weeks ago

Thanks @marcel263 can you confirm that you indeed used the 'Reset VPN' prior to the last test?

marcel263 commented 2 weeks ago

Thanks @marcel263 can you confirm that you indeed used the 'Reset VPN' prior to the last test?

hello, yes, first the in-app reset procedure from Help. Afterwards, while going through the setup, it froze after reaching another app and switching back for password entry.

Then, I reinstalled the app, bypassing a clearing of data and cache in Android. As described it was still happening afterwards.

Currently it has stopped but may trigger at any time.

Also, after reinstalling, the VPN started cutting out with the screen off for a few minutes. Turning on the screen would resume it, e.g. a streaming app would resume playing (no other changes than reinstalling Mozilla VPN). This issue was fixed by setting Mozilla VPN's battery mode to "unrestricted".

marcel263 commented 2 weeks ago

confirming the bug still occurs after reinstalling Mozilla VPN