[Intermittent] Mozilla VPN enters in “No signal” state after running for a few minutes

[data-sync-user]

Affected versions:

• 2.9.0 (2.202206301705)

Tested Platforms:

• MacOS 11.6;

Prerequisites:

• Have a FxA account with an active subscription for Mozilla VPN;
• Have Mozilla VPN installed and opened;
• Be signed in (Production server);

Steps to reproduce:

1. Turn ON the VPN;
2. Let the VPN running for a few minutes;
3. Observe the VPN status in the activation screen and try to navigate on the internet.

Expected result:

• The screen displays the following text: “Secure and private” and the period of time since the VPN is running. The user is able to navigate on the internet.

Actual result:

• A “No Signal” message is displayed on the activation screen. The user is not able to navigate on the internet;

Notes:

• This is reproducing intermittently and random;
• After turning the VPN OFF and ON again the user is able to navigate on the internet;
• See the attached logs;

┆Issue is synchronized with this Jira Bug ┆author: Bianca Hidecuti

[data-sync-user]

➤ Valentina Virlics commented:

I was able to see this on Windows 10, while using 2.10.0 (2.202208050620) build.

[ghost]

Just installed fresh Firefox and VPN today on Windows 10 machine and have been having this issue/cycling between no signal/unstable/working states.

[data-sync-user]

➤ Beatriz Rizental Machado commented:

As per Valentina Virlics this happened intermittently for 2-3 days and has since stopped happening completely.

[data-sync-user]

➤ Beatriz Rizental Machado commented:

I am also unable to reproduce the issue.

[data-sync-user]

➤ Beatriz Rizental Machado commented:

Santiago Andrigo Given this is not easily reproducible and hasn’t been experienced by QA in a while, would you agree to lower the priority on it? Or maybe even close it as invalid? I think we need to create a task to create dashboards to help us monitor connection stability on clients, but that is a different task.

[data-sync-user]

➤ Santiago Andrigo commented:

Thanks Bea and Valentina. We can close this, but Bea would you mind following up with Sarah on how we might improve our telemetry to measure disconnections in a useful way? (if I understood correctly, it seems like right now we are being too sensitive and reporting issues too eagerly?) We should be monitoring this metric as one of the most important ones in the health of the VPN.

[data-sync-user]

➤ Santiago Andrigo commented:

As per Valentina Virlics this happened intermittently for 2-3 days and has since stopped happening completely. Can't be reproduced now. We will be investing in a better metric to measure this at scale.