I am not able to access any websites with the VPN enabled on Windows. What can I do?

If you are experiencing difficulties accessing websites with the VPN enabled, please follow the steps below to see if this will resolve the issue. Still, before doing so, we want to make sure you can verify the following information:

  • Verify that your IP address when connected to Hotspot Shield is the proper country you had selected on the application. You can locate your IP address here.
  • Your internet connection is fast enough and stable enough to stream videos. (Streaming Services requires a 3 Mbps connection for one standard-quality stream and 5 Mbps for one high-definition stream.)

Please also note that these steps include clearing your cache. Browsers may sometimes mismanage the amount of cache stored. This can slow down your browsing, and websites may load slower or appear as they are not supposed to. Also, a cache may contain private data, so it's better to store less of it. This also includes any app data for your mobile devices. 

With the above verified, we can proceed with troubleshooting steps. Please follow the steps below for the appropriate devices.

All Browsers (Safari, Firefox, Chrome, Opera, Internet Explorer):

  1. Disconnect Hotspot Shield and proceed to clear the cache on your browser. To remove the cache, please follow this guide.
    • Please note that you do not go back to the site or app without Hotspot Shield turned on. This will ensure that your actual IP address will not be saved. 
  2. Reconnect Hotspot Shield to the desired Virtual location and start viewing.
  3. If steps 1-2 did not work, please disconnect Hotspot Shield, clear your browser's cache again, and reconnect Hotspot Shield but this time connect to a different location or city.
    • Ex. If you are trying to access US content, please connect to a US city and retest. 
  4. Lastly, if none of the steps above worked at all, please try accessing the site with a different browser (Firefox, Safari, Chrome, Opera, Internet Explorer) and do steps 1-2 again.


For specific sites, click below: 

For Netflix

For Hulu

For BBC iPlayer

For Amazon Prime

For HBO Max

For iTV player