Why can't I connect? (Mac)

First verify the following:

  • You are connected to the internet via Wi-Fi or mobile data network and can access the Internet
  • A 3rd party app is not interfering with Internet Settings. For example, a sensitive Firewall, another VPN application, or antivirus such as Kaspersky or Avast.
  1. Switch Wi-Fi on, then off (or vice versa)
  2. Try connecting to a different Wi-Fi network or directly through a LAN cable
  3. Reinstall the Hotspot Shield Profile
    • In the Hotspot Shield app, click the Gear icon > Re-install Profile
    • Follow the onscreen instructions to install a new profile
    • In the app, click the button to start the connection
  4. If the above steps don't work, then quit Hotspot Shield. Open the Activity Monitor (Folders: Applications | Utilities) and search for "ne." Force quit nesessionsmanager, neagent, nehelper, netunnel. Then relaunch Hotspot Shield and click the button to start the connection

If the steps above don't help and you are located in any of the following countries: Pakistan, Iran, Oman, Qatar, China, UAE, or Saudi Arabia, please contact our support team.