Why can't I connect to the Internet on my Mac when the VPN is ON?

First, please make sure the following is true:

  • To isolate the cause, temporarily disable any third-party app that may interfere with your connection. For example, a firewall with strict settings, another VPN application, or antivirus.
  • Make sure you have the latest version of the app (some older versions will have trouble connecting to our new servers).
  • The following steps will have you delete the profile and reinstall Hotspot Shield.

    1. Quit Hotspot Shield
    • Click on the Shield icon on the toolbar > Click Quit.


2. Locate the Hotspot Shield in the Finder, and then drag and drop it into the trash.

3. From System Preferences > Network> select the Hotspot Shield VPN profile.


  • Click on the minus "-" sign at the bottom to remove the profile. Click on Apply to save changes.

4. Reinstall Hotspot Shield from the App Store and follow the steps to complete profile installation.

5. Reestablish the connection to the VPN. You should now be able to access the internet.