How to obtain the Mozilla VPN Logs

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When troubleshooting issues with Mozilla VPN, our engineers might ask for logs. These logs don't contain any personal information about your browsing activity. Rest assured that these logs only track things happening within the VPN software itself, such as internal events and actions, which might give hints as to where issues might be.

Note: Before exporting the application logs, try a Mozilla VPN Reset. This will clear all Mozilla VPN data and settings and return it to the state it was when you first installed it. To learn more about it, please read our article How do I reset Mozilla VPN?

If you are having problems with Mozilla VPN, the Mozilla Support team may ask you to provide us with these logs in order to facilitate finding a solution. This helps us pinpoint the problem and get you back quickly.

How to export logs on Mozilla VPN

Follow these steps to export the application logs:

  1. Open Mozilla VPN and click the gear icon vpn settings icon (icon may appear in top right corner of the application on versions older than 2.10).
  2. Click or tap Help.
    VPN HELP BUTTON
  3. Select View Log. This will generate a .txt file with logs to help Mozilla Support troubleshoot the problem.
    View logs
  4. Attach the .txt file to your Contact Support Form.

I can't log in to Mozilla VPN to generate the log file – What to do

  1. On the Mozilla VPN Get started screen, click or tap Help.
    VPN HELP BUTTON
  2. Select View Log. This will generate a .txt file with logs to help Mozilla Support troubleshoot the problem.
    View logs
  3. Save and attach the .txt file to your Contact Support Form.

How can I export the log if I can't open Mozilla VPN on Windows?

  1. Open the Windows File Explorer.
  2. Click the View tab at the top of the window.
    Windows view tab
  3. On the far right side of the option near the top of this tab, look for Hidden Items. Check this box, if it is not already.
    Windows hidden items
  4. This will enable you to complete the next steps:
    1. Click This PC on the left side of the File Explorer.
      Select This PC
    2. Click your hard drive (This should be labeled Windows or OS (C:)).
    3. Open the Users folder.
      User's file
    4. Open the folder for your user, it should have your username.
    5. Open the AppData folder.
      AppData file
    6. Open the Roaming folder.
      Roaming file
    7. Inside the Roaming folder, find a text file document named mozillavpn.txt.
      VPN text file
    8. Copy the file and attach it to your response email.


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