Troubleshoot connection issues (Windows)

If you're experiencing any sort of connection/speed issues with our Windows 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, click the up arrow located at the bottom of the application, then expand the United States group. The icon will appear like this:

Note: See our support article for more information on how to change your location.

Solution 2

If that doesn't solve the issue, we recommend re-installing the latest version of the Windows app from our website.

You can also use this link, and the download will begin automatically:

Tip: If you need a refresher on how to install the Windows application, 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 Windows application.

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

You should now see an option to choose your protocol (Connection mode):
Select each of the various options (TCP, UDP L2TP) 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 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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