Troubleshooting Installation Issues


There are various reasons that may case the app installation to fail. This guide will help you diagnose the issue to determine the root cause, and help you install the app again.

Please try following each of the steps provided below, one at a time, and then try installing the app again. If you are still unable to complete the installation, contact our support team for further assistance.

 Windows  macOS  iOS  Android

In this section

Check Device Compatibility

Our Windows desktop application is supported on Microsoft Windows 7 or later. This includes Windows 8, 8.1, 10, and the new Windows 11. If you can download and install other apps on your computer, then it is likely you can install VirtualShield as well.

See our support article for more info on how to check your Windows version.

Check Internet Connection

If the installation fails for any reason, it is likely due to a poor/unstable internet connection. In many situations all you need to do is check your internet connection.

If you have a hardwired connection, make sure you are not running behind a NAT/firewall. If you have a wireless (Wi-Fi) connection, make sure you are within range of your modem/router.

If you have any other VPNs installed, we recommend disconnecting first in order to complete the installation, and then re-connecting again once you're done.

Alternatively, you can try downloading our Offline Windows Installer instead. It does not require any internet access.

Check for System Updates

If you have any trouble installing or opening VirtualShield, it is possible your computer is missing some crucial updates. Sometimes pending updates can also prevent apps from being installed.

The first thing we recommend is checking for updates on your computer. In most cases updates will take place automatically, but on some older versions of Windows you may need to install them manually.


Start by connecting to a power outlet, if your computer runs on battery.


Click the Start button near the bottom of your screen.

You can also press the Windows key  on your keyboard.

Type "update" in the search box, then select Windows Update from the list of results.

If you don't see the Windows Update option, click Check for updates.

Wait while Windows looks for the latest updates for your computer.
That's it! Once the update is complete, you can proceed to install VirtualShield.

Service Pack 1 is required on Windows 7 systems. Learn how to upgrade here.

Install .NET Framework 4

Windows 8 and above comes included with .NET Framework 4 right out-of-the box. However, some installations of Windows 7 only come with version 3.5.

If you see this warning message when you install or open VirtualShield, you may need to install Microsoft .NET Framework 4.6.1 on your computer first.


Download the standalone installer:

Download the web-based installer:

If you have a slow internet connection or your PC runs on battery, we recommend the web-based installer. Otherwise, download the standalone installer.

Find the file that was downloaded on your computer, and open it to start the installation.

This file should be located in your Downloads folder. To find it, click the Windows Start button, type "downloads" and press Enter.

Wait for the installation to complete.
That's it! Once .NET Framework has been installed, you can proceed to install VirtualShield.

See our support article for more info on how to install .NET Framework.

Disable Safe Mode/S Mode

Safe Mode (also known as S Mode) locks down your Operating System to prevent you from running any unsafe apps without your knowledge. It works a little bit differently depending on the device you're using.

If you see this warning message when you attempt to install VirtualShield, you may need to disable Safe Mode first. You can switch out of Safe Mode at any time, if you wish to install applications outside of the Windows Store.


Click the Windows Start button, and open Settings.


Navigate to Update & Security > Activation from the left column.


Find the section labeled Switch to Windows Home, or Switch to Windows Pro, then select Go to the Store.


On the Switch out of S Mode screen that appears, click the Get button.


That's it! You will now be able to install our Windows application, along with other apps outside of the Windows Store.

See our support article for more info on how to disable Safe Mode.

Disable Security Software

Sometimes antivirus/security programs can be very sensitive, and block the installation of other apps. Our software is completely safe to use, it is simply due to the fact that we're encrypting your entire internet connection.

If the installation continues to fail, we recommend temporarily disabling any firewall or security software, and then enabling it again once you're done. That will help you determine if it is really your security software causing the issue, or if its something else.

Once the installation is complete, we also recommend adding VirtualShield to your firewall's list of Allowed Apps/Exclusions.

Check your software vendor or contact our support team for specific instructions.

Common Questions

Can I install two different VPNs at the same time?
Yes, you can! Just make sure to connect using only one or the other. If you try to connect to both VPNs at the same time, they might interfere with each other, and reduce your speed(s).
I still can't install the app, what can I do?
If all else fails after following all of the troubleshooting steps above, contact our support team for further assistance.

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