Before troubleshooting, please make sure:
- You are logged into your premium account.
- If you are not sure how to check, it should say Premium at the top of your screen,
- You are connected to the internet
- To isolate the cause, temporarily disable any 3rd party app that may interfere with your connection. For example, a firewall with strict settings, or another VPN application or an antivirus.
- You have the latest version of the app (some older versions will have trouble connecting to our new servers)
- Switch WiFi ON and OFF
- Try connecting to a different WiFi network or directly through LAN cable
- Delete Hotspot Shield Profile through the system preferences
- Go to system preferences on your Mac device
- Select Network
- Select Hotspot Shield
- Click the minus "-" sign then click apply
- Quit App. Open activity monitor and search for "ne". Force quit sessions manager, neagent, nehelper, netunnel. Relaunch HSS app and turn VPN ON