I can't connect (Windows)

Confirm Browsing Works without Hotspot Shield

Before we start troubleshooting Hotspot Shield, first turn off our application and then verify that the sites you tried to visit with Hotspot Shield can be accessed by your browser.

If browsing does not work, try rebooting your computer.  If that does not work, contact your ISP or the person who is responsible for your computer.

Test Another VPN Location

Turn Hotspot Shield on.

Select another VPN location and select connect.  Then check if the Internet can be accessed by your browser.

If this VPN location works, go back to the original VPN location and test.   If you are still having problems we need to get the IP address of the server in order to fix the problem.  Fill out the following form so we can resolve the issue.

IP Address

If the browser still cannot access the web even after trying different VPN locations, please check if you have an IP address in Hotspot Shield:

IP_Address.png

Restart Hotspot Shield

If switching virtual locations does not fix the problem,  let’s restart Hotspot Shield and see if that resolves the problem.

Ping Google

Now let’s test your network while Hotspot Shield is running  To do that, let’s use a tool called Ping and check if we can reach Google.

Press the Windows_Icon.png + R keys on your keyboard. Then, type cmd and press Enter or click/tap OK.

run_command.png

In the command window type:  ping www.google.com  and hit enter.

Under Ping statistics, if the packets send and received are the same your network is working fine.  Take a screenshot of this screen. Restart your browser and test again.

Unknown host

ping: cannot resolve www.google.com: Unknown host

If the error message, “Unknown host”  appears in the command line, this means that DNS resolution is not working.  First, try rebooting your computer and then checking if the problem has been resolved.

Command_Window.png

Reboot the Computer

If none of the previous troubleshooting steps have resolved the problem, reboot your computer and see if that fixes the problem.

Still Having Problems

If you are still having problems, fill out the following form with the following items to help troubleshoot the problem: a screenshot of the command window that displays the ping command, IP address from Hotspot Shield and a description of the problem and the troubleshooting that you already have completed.

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