Troubleshooting connection issues on Windows


A few common reasons for Hotspot Shield connectivity issues are:

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

Basic Troubleshooting

If you turn off Hotspot Shield, do you still have connection problems?

If browsing does not work, try rebooting your computer.  If that does not work, contact your ISP or the person who is responsible for your computer.

Does your VPN connect, but you can’t browse?

If yes, go to this article:

Are you having speed issues when Hotspot Shield is on?

If yes, go to this article:

If you switch virtual locations do you still have problems?

  • If switching locations resolves the problem, please collect the IP of the virtual location that does not work and fill out this form with the following information:
    • IP address from Hotspot Shield
    • The URL of the site you were trying to access
    • Description of the issue


Problems with a Specific Site/Service

Are you having problems connecting to Netflix?

Are you having problems watching the BBC?

Problems with Hulu?

Still Having Problems

If you are still having problems, fill out the following form with the following items to help troubleshoot the problem:

  • IP address from Hotspot Shield
  • A description of the problem
  • The troubleshooting steps that you already have tried.
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