Troubleshooting Hotspot Shield VPN connection issues (Windows)

If you’re experiencing Hotspot Shield VPN connection issues on your Windows device, follow the basic troubleshooting steps below.

First, here are a few common reasons Hotspot Shield VPN might have trouble connecting:

  • Another VPN/Proxy service is running when you try to connect Hotspot Shield
  • A strictly configured firewall is preventing the VPN connection

Basic troubleshooting

Hotspot Shield VPN is off, but I still can’t connect

If you can’t browse the internet even when the VPN is off, restart your computer. When your computer reboots, check that your internet is connected and try browsing again. If that doesn’t work, you may need to check your network settings or contact your Internet Service Provider (ISP).

My VPN is connected, but I can’t browse the internet

If Hotspot Shield VPN is connected, but you can’t browse the internet, read this article:

Hotspot Shield VPN decreases my internet speed

If Hotspot Shield is decreasing your internet speed, read this article:

I’ve tried connecting to different servers but I still have problems

If you’re still having problems even after trying different VPN locations, check if you have an IP address in Hotspot Shield.

Your Hotspot Shield IP address will be located above “Virtual Address.” See the image below:


Next, fill out this form with the following items to help the Hotspot Shield Customers Service Team troubleshoot it for you:

  • The Hotspot Shield IP address located above “Virtual Address” in the app
  • A description of the problem, including any troubleshooting you’ve completed

Problems with a specific website or service

I can’t watch Netflix

If you’re having trouble watching Netflix, read this article:

I can’t watch BBC iPlayer?

If you’re having trouble watching BBC iPlayer, read this article:

I can’t watch Hulu?

If you’re having trouble watching Hulu, read this article:

Still experiencing an issue?

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