If you're having trouble accessing websites while connected to the VPN, please follow the steps below.
Pre-Troubleshooting Checklist
Before proceeding, please verify the following information:
- VPN Connection: Confirm that your IP address reflects the correct country you selected in the Hotspot Shield application. (here.)
- Internet Stability: Ensure your internet connection is stable and fast enough for the content you are viewing. (For reference, streaming services typically require at least 3 Mbps}
A Note on Caching: The following steps require you to clear your browser's cache. Your browser sometimes stores outdated or excessive temporary data (cache), which can interfere with website loading, slow down browsing, or even reveal your past location. Clearing the cache ensures a fresh start.
Troubleshooting Steps (All Browsers)
Please follow these steps in order, retesting the website after each one:
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Clear Cache and Reconnect:
- Disconnect Hotspot Shield.
- Clear the cache on your browser (refer to this guide for instructions).
- Crucially: Do not visit the target website before turning the VPN back on. This prevents the website from saving your real IP address.
- Reconnect Hotspot Shield to the desired Virtual Location and try accessing the site again.
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Try a Different Location:
- If Step 1 didn't work, disconnect Hotspot Shield and clear your cache again.
- Reconnect Hotspot Shield, but this time, choose a different city or location within the desired country. (Example: If you need US content, try connecting to 'US - New York' instead of 'US - Seattle'). Then, retest the website.
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Use a Different Browser:
- If the issue persists, try accessing the site using a completely different browser (e.g., Chrome, Firefox, Safari).
Repeat Steps 1 and 2 with the new browser.
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For specific sites, click below: