Before troubleshooting, please make sure:
- A 3rd party app is not interfering with Internet Settings (For example, a firewall with strict settings or another VPN application)
Confirm Browsing Works without Hotspot Shield
Before we start troubleshooting Hotspot Shield, first turn off our application and then verify that the sites you tried to visit can be accessed by your browser.
If browsing does not work, try rebooting your computer. If that does not work, contact your Internet provider or the person who is responsible for your computer.
Test Another VPN Location
Turn Hotspot Shield on.
Pick another VPN location and select connect. Then check if the Internet can be accessed by your browser.
If this VPN location works, go back to the original VPN location and test again. If you are still having problems we need to get your IP address in order to fix the problem. Fill out the following form describing the issue and include your IP address so we can resolve the issue.
Now let’s test your network while Hotspot Shield is running To do that, let’s use a tool called Ping and check if we can reach Google.
Press the + R keys on your keyboard. Then, type cmd and press Enter or click/tap OK.
In the command window type: ping www.google.com and hit enter.
Under Ping statistics, if the packets send and received are the same your network is working fine. Take a screenshot of this screen. Restart your browser and test again.
ping: cannot resolve www.google.com: Unknown host
If the error message, “Unknown host” appears in the command line, this means that DNS resolution is not working. First, try rebooting your computer and then checking if the problem has been resolved.
Still Having Problems
If you are still having problems, fill out the following form with the following items to help troubleshoot the problem:
- a screenshot of the command window that displays the ping command,
- IP address from Hotspot Shield
- Location of the Virtual Location you are trying to access
- A description of the problem and the troubleshooting that you already have completed.