How do I resolve the problem "VPN Server didn't respond"? (Mac)

This error message usually displays due to changes in some factors such as the server, country, or when the internet connection is slow or off.

You will also get this error while trying to connect from the device Settings. Please connect\disconnect Hotspot Shield from the app as it will not allow you to control it from Settings.

If you continue experiencing the error:

  1. Try to reinstall the app's profile, it should fix the issue;
    • From System Preferences > Network> select Hotspot Shield VPN profile.
    • Click on the minus "-" sign at the bottom to remove the profile. Click Apply to save changes
  2. Launch the app and reinstall profile or try to connect. Dialog box to install profile will appear. Click "Allow" in the dialog box
  3. From System Preferences > Network> Click on Hotspot Shield VPN > Click connect switch button (please note UI on/off button will be off all the time)

If the steps above don't work and you are located in any of the following countries: Pakistan, Iran, Oman, Qatar, China, UAE, Saudi Arabia

  • Contact support by clicking settings > help from the app
  • Provide a description of the issue and a screenshot (If possible)