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A useful VPN bug report tells support what you were trying to do, the last step that worked, and the first one that failed. Add when it happened, your app and device details, the exact error, and whether the issue repeats. Use the VPN provider’s official support route; attach diagnostic logs only after checking how to create and submit them and what information they may contain.
What to include in a VPN bug report
Describe the sequence rather than reporting only “the VPN won’t connect.” The last successful step and first failure help distinguish a sign-in problem from a tunnel that will not establish or a problem accessing something after connection. Proton’s report form asks what you were trying to do and what went wrong; OpenVPN recommends providing an explanation with logs (Proton VPN; OpenVPN Support).
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- Goal and sequence: What you were trying to do, the last action or state that worked, and what happened next.
- Expected and actual result: What you expected to happen and what actually happened, including the exact error text or code if shown.
- Time: The date and approximate time, with time zone. Say whether the issue is still happening or occurs intermittently.
- Setup: VPN app and version, device type, operating system and version, and connection type if relevant.
- Connection details: The selected server or location and protocol, if visible, plus whether the VPN showed as connected.
- Repeatability and changes: Whether you can reproduce the issue, recent app, operating-system, network, account, or configuration changes, and troubleshooting you have already tried.
- Evidence: Whether you attached logs, how you generated them, and any support reference number you received.
These details give support useful context for comparing your account of the failure with technical records. For example, AWS Client VPN connection logs can include timestamps, protocol, connection status, failure reason, and device-related information (AWS Client VPN connection logs).
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Use the reporting route for your VPN app
Reporting controls and log instructions differ by provider and platform. Follow the current instructions for the product you use instead of assuming that another VPN’s menu or consent process applies.
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Proton VPN
Proton’s support instructions direct users to the in-app “Report an issue” route. The form asks what the user was trying to do and what went wrong, and offers an optional “Send error logs” choice. Its instructions cover Windows, macOS, Android, iOS/iPadOS, and Linux. Proton says its VPN error logs provide high-level technical data and do not provide browsing history; that description is specific to Proton (Proton VPN: Report a bug).
Mozilla VPN
Mozilla’s instructions, last updated July 15, 2025, explain how to open Help → View Log, generate a text file, and attach it to the Contact Support Form. Mozilla describes these as logs of events within the VPN software, not browsing activity. The menu and log description are Mozilla-specific (Mozilla VPN: How to report a problem).
AWS Client VPN end-user client
AWS documents a “Send Diagnostic Logs” workflow in its Windows, macOS, and Ubuntu clients. The user agrees to let support access the submitted diagnostics and receives a reference number to give AWS Support. Keep that number with your report (AWS Client VPN: Send diagnostic logs).
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OpenVPN
For a connectivity problem that remains unresolved, OpenVPN Support recommends sending client logs and server logs with an explanation. Server-side logs or configuration may be available only to an administrator, so a regular user may need to ask the workplace or network administrator to investigate (OpenVPN Support).
Share diagnostic logs deliberately
Logs are technical evidence, not automatically anonymous. Their contents vary by product and configuration. Proton says its VPN error logs do not provide browsing history, and Mozilla says its application logs concern events within the VPN software; those statements should not be generalized to other providers.
AWS Client VPN administrator connection logs can include public and client IP addresses, connection IDs, device type, and, depending on the authentication configuration, a username. AWS also says failed mutual-authentication attempts are not logged, so the absence of a log entry does not prove that no connection attempt occurred (AWS Client VPN connection logs).
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- Generate and send logs only through the provider’s official support process, and follow its consent instructions.
- Do not put passwords, authentication codes, private keys, or unrelated account details in a free-text report.
- If the issue is on a managed or workplace VPN, ask the administrator for help with server-side evidence you cannot access yourself.
Copyable VPN bug report template
Replace the brackets with what you observed. If a detail is unknown or not visible in the app, say so rather than guessing.
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Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.What I was trying to do: [Connect to a named server, open a service through the VPN, or keep an existing tunnel connected]
Last successful step: [The last visible action or state that worked]
Rank #4
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First failure: [What I did next, what I expected, and what actually happened]
When: [Date, approximate time, and time zone; ongoing or intermittent]
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Connection details: [Server/location and protocol, if visible; exact error text or code]
Repeatability and changes: [Whether it happens every time; recent app, OS, network, account, or configuration changes; troubleshooting already attempted]
Evidence: [Whether logs are attached and how they were generated; diagnostic reference number, if provided]
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When the issue may need an administrator
Note where the failure occurs: during authentication, while establishing the tunnel, or after the app says it is connected. That distinction helps direct the report to the right evidence and support owner. Your device can usually provide client-side observations; provider or workplace administrators may control server configuration and server-side logs. AWS’s documentation, for example, describes administrator connection records, while OpenVPN recommends client and server logs for unresolved connectivity issues. The available evidence and access depend on the VPN service and configuration.
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