Why can't I connect on Mac from my country?

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)
  1. Switch WiFi ON and OFF
  2. Try connecting to a different  WiFi network or directly through LAN cable
  3. Reinstall Hotspot Shield Profile
    • In the Hotspot Shield app, click Settings > Re-install Profile
    • Follow the onscreen instructions to install a new profile
    • In the app, turn VPN ON
  4. Quit App. Open activity monitor and search for "ne". Force quit nesessionsmanager, neagent, nehelper, netunnel. Relaunch HSS app and turn VPN ON