Troubleshoot connection issues (Android)

If you're experiencing any sort of connection/speed issues with our Android 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, we recommend removing the application and then re-installing the latest version from our website:

You can also use this link, it will take you directly to the Google Play Store:

Tip: If you need a refresher on how to set up the Android app, please see these instructions.

Solution 3

If you're still experiencing connection issues after trying both of the above options, please try following the instructions below:

Open the VirtualShield Android application.

Tap the cog/gear icon near the corner of the app to open the Settings panel:
Inside the Settings, select Advanced Settings.

You should now see an option to choose your protocol (Connection mode):
Select each of the various options (TCP, UDP, etc.) one at a time, then save your Settings and try to connect again.

Note: You can also try increasing the Connection Timeout option to 60 seconds
See our support article for more information.

If you are still unable to connect after trying all of the above options, it is likely you have some sort of anti-virus, firewall, or another VPN installed that is interfering with 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.

Still need help? Contact Us Contact Us