Overview
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.
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 keyon 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:
https://www.microsoft.com/en-us/download/details.aspx?id=49982
Download the web-based installer:
https://www.microsoft.com/en-us/download/details.aspx?id=49981
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.
In this section
Check Device Compatibility
Our macOS desktop application is supported on macOS X 10.14 (Mojave) or later. This includes macOS 11 (Big Sur), 12 (Monterey), 13 (Ventura), 14 (Sonoma), and the new macOS 15 (Catalina). 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 macOS 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.
If you are having trouble accessing the internet, resetting your Network Settings can resolve the issue in some cases.
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 macOS you may need to install them manually.
Start by connecting to a power outlet, if your computer runs on battery.
From the Apple menu near the corner of your screen, select System Preferences.
If you don't see the System Preferences option, select System Settings.
Select General in the sidebar, then click Software Update on the right.
Wait while Apple looks for the latest updates for your computer.
That's it! Once the update is complete, you can proceed to install VirtualShield.
See this Apple article for more info on how to check for system updates.
Allow Downloads Access
During first installation, if the following security prompt is not approved, the installation will fail as the installer does not have access to the Downloads folder.
If you clicked Don't Allow by mistake, you will need to grant access to the Downloads folder from your System Settings.
Open your Settings app, it looks like a cog/gear shaped icon.
Navigate to Privacy & Security > Files and Folders.
Click the arrow to the left of Installer which brings up the option to allow access to the Downloads folder. This needs to be toggled on.
If you do not see the Installer under Files and Folders, then navigate to Privacy & Security > Full Disk Access and toggle the Installer here.
That's it! You will now be able to install our macOS application, along with other apps.
See our support article for more info on how to allow Downloads Access.
Bypass Security Settings
If you see this error message when you attempt to install VirtualShield, it means your security preferences only allow installation of apps from the Apple App Store.
Open Finder by clicking the face icon near the bottom of your screen.
You can also press Option + Command + Space on your keyboard.
Select Applications from the Favorites pane on the left-hand side of this window.
Find the VirtualShield application, then Control-click the shield icon and select Open from the popup menu.
See our support article for more info on how to bypass your security settings.
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.
In this section
Check Device Compatibility
Our iOS mobile application is supported on Apple iOS 13.0 or later. This includes iOS 14, 15, 16, and the new iOS 17. If you can download and install other apps from the Apple Store, then it is likely you can install VirtualShield as well.
See our support article for more info on how to check your iOS 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 wireless (Wi-Fi) connection, make sure you are within range of your modem/router. If you have a Cellular/LTE connection, make sure you have not exceeded your data limit.
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.
If you are having trouble accessing the internet, resetting your Network Settings can resolve the issue in some cases.
Check for Device Updates
If you have any trouble installing or opening VirtualShield, it is possible your device 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 device. In most cases updates will take place automatically, but on some older versions of iOS you may need to install them manually.
Start by connecting to a power outlet, if your device runs on battery.
Open your Settings app. It looks like a cog/gear shaped icon.
If you can't find this icon, ask Siri to open your Settings.
Navigate to General, and then tap Software Update.
Wait while Apple looks for the latest updates for your device.
That's it! Once the update is complete, you can proceed to install VirtualShield.
See this Apple article for more info on how to check for device updates.
Change Payment Method
You will need to connect a valid payment method to your Apple ID in order to download apps on iOS, even if you're downloading a free app.
If you do not have a payment method on file or if your card is expired, you might not be able to download or install apps on your device.
Open your Settings app. It looks like a cog/gear shaped icon.
If you can't find this icon, ask Siri to open your Settings.
Tap on your name, then select Manage Payments. You might be asked to sign in with your Apple ID.
If you don't see the Manage Payments option, choose Payment & Shipping.
Tap Add Payment Method. Enter the new payment details, then tap Done.
That's it! You will now be able to install our iOS application, along with other apps from the Apple Store.
See this Apple article for more info on how to change your payment method.
Adjust Date/Time Settings
Sometimes incorrect date & time settings can prevent you from downloading apps on your iPhone/iPad. If you travel often, these settings can become out-of-sync.
However, you can adjust your settings to automatically allow your device to check the time, and set itself accordingly.
Open your Settings app. It looks like a cog/gear shaped icon.
If you can't find this icon, ask Siri to open your Settings.
Navigate to General, and then tap Date & Time.
Move the Set Automatically toggle switch to On.
That's it! You will now be able to install our iOS application, along with other apps from the Apple Store.
See this Apple article for more info on how to adjust your date/time settings.
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.
In this section
Check Device Compatibility
Our Android mobile application is supported on Google Android 7.0 or later. This includes Android 8, 9, 10, 11, 12, 13, and the new Android 14. If you can download and install other apps from the Google Play Store, then it is likely you can install VirtualShield as well.
See our support article for more info on how to check your Android 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 wireless (Wi-Fi) connection, make sure you are within range of your modem/router. If you have a Cellular/LTE connection, make sure you have not exceeded your data limit.
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.
If your device lacks access to the Google Play Store, you can try installing our Android app manually instead. It does not require any internet access.
Check for Device Updates
If you have any trouble installing or opening VirtualShield, it is possible your device 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 device. In most cases updates will take place automatically, but on some older versions of Android you may need to install them manually.
Start by connecting to a power outlet, if your device runs on battery.
Open your Settings app. It looks like a cog/gear or a wrench shaped icon.
If you can't find this icon, ask Google to open your Settings.
Navigate to System, and then tap System update.
Wait while Google looks for the latest updates for your device.
That's it! Once the update is complete, you can proceed to install VirtualShield.
See this Google article for more info on how to check for device updates.
Change Payment Method
You will need to connect a valid payment method to your Google account in order to download apps on Android, even if you're downloading a free app.
If you do not have a payment method on file or if your card is expired, you might not be able to download or install apps on your device.
On your Android phone/tablet, go to your payment methods in Google Play:
You might be asked to sign in to your Google account.
Tap Add a payment method. Enter the new payment details, then tap Save.
That's it! You will now be able to install our Android application, along with other apps from the Google Play Store.
See this Google article for more info on how to change your payment method.
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 experience any issues installing VirtualShield or other Android apps, you may need to disable Safe Mode first. You can switch out of Safe Mode at any time, if you wish to install apps from of the Google Play Store.
In most cases, you can simply restart your device to exit Safe Mode. If that doesn't work, proceed by trying the steps provided below.
This article only applies to Android 7.0 or later. On older versions of Android, you do not need to disable Safe Mode.
Turn off your device. Once it is powered off, press and hold the Power and Volume down buttons to open up Recovery Mode.
Once in Recovery Mode, use the volume buttons to navigate to Start, then press the Power button to restart the device.
That's it! You will now be able to install our Android application, along with other apps from the Google Play 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.