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.
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:
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:
If you're still experiencing connection issues after trying both of the above options, please try following the instructions below:
VirtualShield Windows application.
cog/gear icon near the
corner of the app to open the
Settings, select the
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.
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.