Troubleshooting connection on Windows


A few common reasons for Hotspot Shield connectivity issues are:

  • You're not signed in to an Admin account on your Windows computer.
  • Another VPN/Proxy service is running when you try to connect Hotspot Shield.
  • A strictly configured firewall is preventing VPN connectivity.
  • You're in a country where the government blocks connections, such as China, UAE, Saudi Arabia, Qatar, Oman, Pakistan, and Iran.

Troubleshooting Connection Issues

Below are a few procedures you can try to troubleshoot connectivity issues on your Windows computer.

Procedure #1: Check LAN Settings

  1. Disconnect Hotspot Shield.
  2. Open Internet Options menu (In your Control Panel go to "Network and Internet").
  3. Go to Connections tab and click LAN settings.
  4. Check "Automatically detect settings" and uncheck everything else.
  5. Click OK > OK.
  6. Launch and connect Hotspot Shield.

 Open Control Panel and look for "Network and Internet":

Open "Internet Options" Menu:

Go to "Connections" tab and click on "LAN settings":

Check "Automatically detect settings" and uncheck everything else:

Whenever you have trouble connecting Hotspot Shield on a Windows computer, please check LAN Settings as they can reset when you connect or change Virtual Locations. If that is the case, please contact us as detailed at the end of this article.

Procedure #2: Remove Configuration Files

  1. Disconnect Hotspot Shield.
  2. Go to the Hotspot Shield config folder.
    Default location: C:\Program Files (x86)\Hotspot Shield\config
  3. Locate and delete the following files:
    • sd-info-direct.cfg
    • sd-info-failed.cfg
    • sd-info-saved.cfg
  4. Launch and connect Hotspot Shield.

Procedure #3: Change DNS

  1. Disconnect Hotspot Shield.
  2. Go to Network Adapter Settings (Control Panel > Network and Sharing Center > Change adapter settings > Double-click your active adapter > Properties)
  3. Find and double-click Internet Protocol Version 4 in the connection items list.
  4. Select "Use the following DNS server addresses" and enter the following addresses:
    • Preferred DNS server: 8.8.8.8
    • Alternate DNS server: 8.8.4.4
  5. Click OK > OK.
  6. Launch and connect Hotspot Shield.

Need more help? If none of the procedures above helped, please contact us using the Email Support feature in the app.

  1. In the app, click Menu > Email Support.
  2. Enter details of the issue at the top of the generated email.
  3. Click Send.

If you cannot send an email via the Email Support feature, please copy the contents of the generated email into your request via Help Center Request Form or direct email to support@hsselite.com.

Have more questions? Submit a request