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Published 20 hours ago • verified publisher icon mozilla-mobile

VPN server unavailable error

Open JKingZapata opened this issue 3 years ago • 10 comments

Description

After updating to 2.7, VPN fails to connect displaying "Server not available" error message on every server location. Doing a soft and hard VPN reset does not help fix the issue.

Technical Information

Platform Windows 10/11 FX product Mozilla VPN 2.7

Steps to Reproduce

  1. Purchase VPN subscription
  2. Install VPN on device
  3. Flip switch to turn On VPN

Actual Results

  • After tapping switch to turn on an error message will show in the VPN saying "server is unavailable"

Expected Results

  • Tapping switch should turn VPN On and show connected regardless of server location.

mozillavpn-2022-2-4.txt

┆Issue is synchronized with this Jira Bug

JKingZapata avatar Feb 09 '22 13:02 JKingZapata

Did the user had the VPN installed on 2 devices, and removed one? We encountered a similar issue prior to release. Signing out and back in fixed the issue for the majority of the cases.

ValentinaPC avatar Feb 09 '22 15:02 ValentinaPC

➤ Magdalena Schwaighofer commented:

Hey I thought I would update this ticket, seeing there was no response for a while. I have 2 users who confirmed that the VPN is installed on 2 or more devices, but they have not removed it on either. The reinstalled the VPN, deleted app data, tried different DNS settings, but there is no success in connecting the VPN . I will attach some logs of the latest user, maybe it helps

[^mozillavpn-2022-2-8 (2).txt]

data-sync-user avatar Feb 21 '22 10:02 data-sync-user

➤ Magdalena Schwaighofer commented:

adding another set of logs from a different user

[^mozillavpn-2022-2-25 (1).txt]

data-sync-user avatar Feb 25 '22 12:02 data-sync-user

➤ Magdalena Schwaighofer commented:

FYI: Markus workaround was successful so far for Windows 10 users (verify the Windows local service is running, open Task Manager (ctrl + shift + ESC) and select the Services tab. Locate the service Mozilla VPN Broker. Check the status for "stopped". If it is stopped, right click on the service and select "Restart".)

Regardless, I have one user on Windows 10 (VPN version 2.7.1) where this was not successful . all steps followed are the same: they did a full reset of the VPN app and then tried to restart the service in their task manager. screenshot of error code is the same (regardless of the server they connect to it says “server unavailable”) , screenshot of task manager shows the service is running (“wird ausgeführt”) - logs are also attached

not sure what is different for this user, but I thought I would bring it up in case its relevant for finding a fix

!Taskmanager.server.unavailable.JPG|width=838,height=759!

!server.unavailable.png|width=362,height=559!

[^mozillavpn-2022-3-15 (2).txt]

data-sync-user avatar Mar 16 '22 08:03 data-sync-user

➤ Juan Zapata commented:

Issue is also happening on macOS and basic troubleshooting does not help in all cases

[^mozillavpn-2022-3-18.txt]

data-sync-user avatar Mar 21 '22 21:03 data-sync-user

➤ Juan Zapata commented:

is there an equivalent workaround to restart a service on Mac (like restarting the service in task manager on Windows)?

data-sync-user avatar Mar 31 '22 15:03 data-sync-user

➤ Andrea Marchesini commented:

Can you provide MacOS logs if you have them?

What I see is that:

  • log 1 (mozillavpn-2022-2-25) - windows - the service is not running at all.
  • log 2 (mozillavpn-2022-2-8) - windows - there are handshaking VPN issues
  • log 3 (mozillavpn-2022-3-15) - windows - the service was slow at startup, then probably there are connectivity issues
  • log 4 (mozillavpn-2022-3-18.txt) - windows - the are no VPN activations in the log.

data-sync-user avatar Mar 31 '22 16:03 data-sync-user

Update on a user that reported the workaround suggested my Markus did not improve the experience. The user tried:

  1. Press CTRL + Shift + ESC to open the task manager
  2. On Processes locate the Mozilla VPN app
  3. Right-click it and End task
  4. Select the Services Tab on the Tast manager
  5. Scroll down and locate Mozilla VPN Broker
  6. Check Status
  7. If stopped
  8. Right-click
  9. Select "start"
  10. If Running
  11. Right-click
  12. Select "Restart"

The user also tried the following:

  1. Open Task Manager
  2. Click the Processes
  3. End Task Mozillavpn.exe
  4. Click Services
  5. Find MozillaVPNBroker
  6. Right-click and Select Open services
  7. Search for MozillaVPNBroker again
  8. Double click it and select the Start-up to Automatic (Delayed Start)
  9. Apply
  10. Ok and try again

Attached logs after attempting the above. mozillavpn-2022-3-29 (1).txt

ManuelCalidonio avatar Apr 07 '22 16:04 ManuelCalidonio

➤ Juan Zapata commented:

Attaching macOS logs

[^mozillavpn-2022-3-19.txt]

data-sync-user avatar Apr 07 '22 20:04 data-sync-user

Attaching logs for non-supported Linux Trisquel 10.0.1

mozillavpn-2022-8-5-1.txt

JKingZapata avatar Aug 09 '22 21:08 JKingZapata

Attaching logs for non-supported Linux Trisquel 10.0.1

mozillavpn-2022-8-5-1.txt

https://github.com/mozilla-mobile/mozilla-vpn-client/issues/4230

I installed the extra package resolvconf as suggested in https://support.mozilla.org/en-US/kb/how-install-mozilla-vpn-linux-computer, and rebooted, but it did not make any difference.

davidhedlund avatar Aug 22 '22 02:08 davidhedlund

➤ Joseph Anthony Cuevas commented:

As of 8/25/2022 we’ve had ~80 reported issues. This issue was first reported 2/9/2022. Initially thought to be on Windows only, our first report of Mac OS was 3/10/2022.

  • This affects Core user Journey
  • This is annoying
  • Average affected user count per month is 13.3 a month.
  • There is a workaround on Windows but not Mac OS.

data-sync-user avatar Aug 25 '22 16:08 data-sync-user

➤ Magdalena Schwaighofer commented:

attaching set of logs from user on Windows 11 , VPN version 2.9.0 - full reset of VPN app/deleting app data didn't help and the broker is running in the task manager , still cant connect to any server

[^mozillavpn-2022-9-28.txt]

data-sync-user avatar Sep 29 '22 08:09 data-sync-user

➤ Rebecca Billings commented:

As of today we’re at 102 support issues.

data-sync-user avatar Oct 06 '22 15:10 data-sync-user

➤ Juan Zapata commented:

Fresh Windows logs on 2.9

[^mozillavpn-2022-10-5.txt]

data-sync-user avatar Oct 06 '22 15:10 data-sync-user

➤ Magdalena Schwaighofer commented:

We have received latest logs for this issue on VPN version 2.10 - Windows 10 . see attached

[^Dublin_mozillavpn-2022-10-26.txt]

data-sync-user avatar Oct 28 '22 09:10 data-sync-user

➤ Magdalena Schwaighofer commented:

another user experiencing “server unavailable” error on Windows 10 , VPN version 2.11 (they also mention that they have no problems on their Windows 11 device, same network and VPN version, if helpful we can request VPN logs from that device to compare?)

attached affected device

[^mozillavpn-2022-11-23.txt]

data-sync-user avatar Nov 24 '22 08:11 data-sync-user

➤ Sarah Bird commented:

Andrea Marchesini should you un-assign from this?

data-sync-user avatar Dec 15 '22 21:12 data-sync-user

➤ Magdalena Schwaighofer commented:

I have received additional logs from a user on 2.12 who has been experiencing this issue since version 2.10

Windows 10 .

[^mozillavpn-2022-12-27.txt]

data-sync-user avatar Dec 28 '22 08:12 data-sync-user

➤ Magdalena Schwaighofer commented:

another set of logs from WIN10 on VPN version 2.12

[^mozillavpn-2023-1-26.txt]

data-sync-user avatar Jan 27 '23 06:01 data-sync-user

➤ Lesley Norton commented:

Closed during bug squashing. Low / stale.

data-sync-user avatar May 12 '23 15:05 data-sync-user