2063725 - Understand root cause behind persistent authentication problems

Status: NEW

(Firefox :: IP Protection, task)

Description

[Lesley Norton [:lnorton]]

From Konstantina on Slack:
We have a number of users in support reporting that their VPN won't start and is stuck in the loop. We don't see any increase, but rather a steady 2-3 questions per day. Is this a known issue? Is there a bug we can direct the users? Here is the list from this week:

https://support.mozilla.org/questions/1597278
https://support.mozilla.org/questions/1597416
https://support.mozilla.org/questions/1597475
https://support.mozilla.org/questions/1597599
https://support.mozilla.org/questions/1597672
https://support.mozilla.org/questions/1597913
https://support.mozilla.org/questions/1598176

This ticket is a spike to understand what is happening in these situations and how to fix it.

Comment 1

[Denys [:denyshon]]

We keep getting more such questions. Here are some fresh examples:

• https://support.mozilla.org/questions/1600702
• https://support.mozilla.org/questions/1600686
• https://support.mozilla.org/questions/1600299 ("worked before")
• https://support.mozilla.org/questions/1598176 (two users engaged)
• https://support.mozilla.org/questions/1599362
• https://support.mozilla.org/questions/1599286
• https://support.mozilla.org/questions/1597913
• https://support.mozilla.org/questions/1599192