Troubleshooting connection on Android

To help determine what's causing the issue, please make sure you have all of the following:

  • Your Android OS is 4.x or later
  • Your Android is not rooted
  • A 3rd party app is not interfering with your Internet Settings. For example, a firewall with strict settings, another VPN app is installed. or a battery management/screen dimming app
  • You have updated to the latest Hotspot Shield version from the Play Store

If all the above is true and you have trouble connecting, please try the following:

  1. If you cannot connect after an update:
    • Please Reboot your device and grant VPN Permissions when the dialogue appears. (Note: You will need to grant permissions everytime you reboot your device).
  2. If it still does not connect or drops connection after a while, try the following:
    1. Change WiFi settings
      Go to Settings > Wi-Fi > Advanced > uncheck Avoid poor connection (option available on some devices)
    2. Clear Hotspot Shield cache
      Go to Settings > Manage Apps > Hotspot Shield. In the App info screen, tap Clear data.
      You will need to sign back in to your Elite account. In the app,
      tap Shield icon > Sign In > enter your Elite credentials and tap Sign In.
    3. Reboot your phone and try to connect again.
  3. Disable "Smart network switch" (option available on some devices)
    Go to Settings > Wi-Fi > uncheck Smart network switch. Then try to connect with Hotspot Shield.
  4. Try connecting on a different network: If you were on WiFi try Mobile Data.

If you continue to experience connection issues, please submit a ticket.

Have more questions? Submit a request