Troubleshoot connection issues (iOS)

If you're experiencing any sort of connection/speed issues with our Apple iOS application, please try each of the troubleshooting solutions provided below.

Solution 1

The first thing we suggest is to try connecting to our Los Angeles, California location.

To change your location, tap the up arrow located at the bottom of the application, then expand the United States group. The icon will appear like this:

Note: You may need to disconnect first before this icon will appear.
See our support article for more information on how to change your location.

Solution 2

If that doesn't solve the issue, try re-installing the VPN Configuration on your device:

1
Open the VirtualShield iOS application.

2
Tap the cog/gear icon near the corner of the app to open the Settings panel:
3
Inside the Settings, select the Reinstall VPN Configuration option.

4
A message will appear asking if you would like to Add VPN Configurations:
5
Tap Allow, and then try connecting to our servers again.

Note: You may be required to enter your device's PIN number/Touch ID.
See our support article for more information.

Solution 3

If you're using WiFi, this might be an issue with Appleā€™s iOS. They have a WiFi issue that interferes with VPN connections.

One solution is to use the Reset Network Settings option:

1
From your device's Home screen, navigate to Settings > General > Reset.

2
Tap Reset Network Settings.

3
If prompted, enter your passcode, then tap Reset Network Settings again.

Note: This will delete all stored WiFi passwords as well as the stored VPN information.

If you are still unable to connect after trying each of the above options, it is likely you have some sort of anti-virus or firewall that is blocking the connection.

Please disable any firewall/anti-virus software and see if that allows you to connect. If it does, you will need to add VirtualShield to the Allowed/Excluded Apps section of your firewall.


If you need any assistance, please don't hesitate to contact us.

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