Troubleshooting connection on Mac DMG


There are a few reasons for Hotspot Shield to have connection issues on Mac platform. Below are some of the most common ones that effect only Mac devices.

User has two or more VPN/Proxy applications installed: When you have more then one VPN/Proxy application installed on your machine they will both try to configure settings to connect to their respective servers and one or both of the applications will fail to connect at the end because the settings will not be configured properly for one of those application and/or will not be configured properly for either of them. Always make sure you are only running one Proxy/VPN application at a time, that includes any browser extensions such as Ghostery.

User connecting from a blocked country: At the moment we have our services blocked on Windows platform by the government of the following countries: Iran, China, Pakistan, Qatar, Oman. We still have users who are able to connect from those countries even on Mac machines but the connection may not be stable and may work one day and not work the next day.

User has a firewall that is blocking Hotspot Shield: This is a common reason for Hotspot Shield not being able to establish connection. If you have a custom firewall running on your router or installed on your machine make sure you have a rule created to allow traffic for Hotspot Shield application.

User has an Antivirus software that interferes with Hotspot ShieldMost common Antivirus to cause problems for Hotspot Shield users is the Webroot Antivirus. While Webroot is active Hotspot Shield has a hard time connecting to our servers. We recommend contacting Webroot customer support for instruction on creating a rule to allow Hotspot Shield to connect to the server.

To Troubleshoot this problem

**If you are using version 3.40:**
1. Go to `/Library/Application Support/Hotspot Shield/config/`
2. Find those files: `sd-info-direct.cfg`, `sd-info-failed.cfg`, `sd-info-saved.cfg`
3. Delete them
4. Launch HSS
HSS should establish connection after re-downloading new config files.

If above troubleshooting did not help, you can try the following:

1. Open Preferences
2. Go to Network
3. Select the Network Interface you are using
4. Delete it
5. Add the Interface back
6. Reconnect HSS

If your Hotspot Shield has a hard time connecting and the steps provided didn't work, please contact us. 

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