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.
Still Having Problems
If you are still having problems, fill out the following form with the following items to help troubleshoot the problem:
- Location of the Virtual Location you are trying to access
- Your Location
- A description of the problem and the troubleshooting that you already have completed.