Overview
There are various reasons that may cause the VPN handshake to fail. This guide will help you diagnose the issue to determine the root cause, and help you activate protection again.
Windows
Follow each of the steps provided below, one at a time, and then try connecting to our servers again. If you are still unable to connect, contact our support team for further assistance.
Change your VPN Location
We have 
VPN servers available in 18+ countries, with over 5,000 rotating IPs. You can change your location anytime, and your IP address will 
immediately reflect these changes when you 
surf the web.
If you are having trouble accessing certain apps or websites or maintaining a 
solid VPN connection, changing your location is the 
very first thing we recommend. In most cases that will do the trick.
How to change your virtual (VPN) location:
Open 
VirtualShield VPN and log in to your account, if you are not logged in already.
For more help logging in and connecting, see oursupport article.
Your current location will be displayed on the VPN screen, it might say 
Fastest if you’re not connected. Press this button to choose a new location.
By default, we will automatically select the
fastest (and closest) servers to protect you based on your physical location.
The list of Virtual regions will appear. Select the 
country or 
region you would like to connect to, then choose Confirm.
See our
Regenerate your VPN Key
Your VPN Key is used in the 
encryption process, and it is automatically rotated and regenerated every 7-10 days for security purposes.
If you are unable to connect for any reason, your key is likely out-of-date. Generating a fresh VPN Key will ensure the handshake is completed successfully.
How to generate a new VPN Key:
Open VirtualShield VPN and log in to your account, if you are not logged in already.
For more help logging in and connecting, see our
Select VPN from the sidebar, or click Secure VPN on the 
Home/Overview screen.
Click the Settings button near the top-right to open the 
VPN Settings panel.
Alternatively, you can right-click theshield icon next to your clock, then select VPN Settings from the popup menu.
Select Regenerate Keys to expand the list of options.
Click the Regenerate button to generate your new VPN Key.
See our
Change your Default Port
Some 
firewalls can be very sensitive, and block access to outgoing connections on a specific port or protocol. It means your security system is working as intended, and your network will remain secure.
Changing your Default Port can help increase reliability, or unblock the connection if a certain port and protocol combination is being blocked by your Internet Provider or your security system.
How to change your Default Port:
Open VirtualShield VPN and log in to your account, if you are not logged in already.
For more help logging in and connecting, see our
Select VPN from the sidebar, or click Secure VPN on the Home/Overview screen.
Click the Settings button near the top-right to open the VPN Settings panel.
Alternatively, you can right-click the
Select Default Port to expand the list of options.
Choose your desired option, then click the back arrow to return to the VPN screen.
See our support article for more info on how to change the Default Port on your Windows computer.
Check your Wi-Fi Network
Your network could be running behind a NAT/firewall that is blocking VPN connections. In that case you may need to connect to a different network first.
This mostly applies to public Wi-Fi networks at places like restaurants, coffee shops, and airports. Check with your network provider to see if VPNs are supported.
Click the Wireless Networks icon in the Tray area near the corner of your screen.
If you don't see this icon, click the up-arrow to Show hidden icons.
Click the larger Wi-Fi box that appears to turn on Wi-Fi, if it is not on already.
Your device will begin to automatically search for available Wi-Fi networks.
Once turned on, you can connect to any Wi-Fi network you prefer, so long as you have the password.
After establishing connection to the new Wi-Fi network, try connecting to our servers again.
Reset your Network Settings
If you are using Wi-Fi, there might be an issue with your network settings. These settings can sometimes become corrupted, and interfere with VPN connections.
Luckily, you can reset your network settings at any time. This won't delete any of your apps, photos, or other data. However, it will erase your saved Wi-Fi passwords, and other connection information.
Open your Settings app. It looks like a cog/gear shaped icon.
To open Settings, click the Windows Start button, type settings in the search box and press Enter.
Navigate to Network & Internet, then scroll down and click the Network Reset link.
Click the Reset now button, then choose Yes from the confirmation window.
See our support article for more info on how to reset your Network Settings.
Check Security Software
Some antivirus/firewall apps can be very sensitive, and block outgoing connections. That's a good thing. It just means the security software is working as intended. Your network will remain safe that way.
If that's the case you may need to add VirtualShield to your firewall's Allow List/Trusted Applications.
Open your antivirus/security software, and find the section labeled Allowed/Trusted Applications.
It might be labeled Exceptions or Exclusions, depending on your security software.
Add the C:\Program Files\VirtualShield folder to the list of Allowed Apps/Exclusions.
If you can't add a folder, add both files below to the list:
- C:\Program Files\VirtualShield\VirtualShield.exe
- C:\Program Files\VirtualShield\VirtualShieldSvc.exe
That's it! Now you can use VirtualShield in combination with your security software to provide an additional layer of protection.
You might need to restart your device once after saving these settings before the changes will be applied.
macOS
Try following each of the steps provided below, one at a time, and then try connecting to our servers again. If you are still unable to connect, contact our support team for further assistance.
Change your VPN Location
We have VPN servers available in 18+ countries, with over 5,000 rotating IPs. You can change your location anytime, and your IP address will immediately reflect these changes when you surf the web.
If you are having trouble accessing certain apps or websites or maintaining a solid VPN connection, changing your location is the very first thing we recommend. In most cases that will do the trick.
How to change your virtual (VPN) location:
Open VirtualShield VPN and log in to your account, if you are not logged in already.
For more help logging in and connecting, see our
Your current location will be displayed on the Home/Overview screen, it might say Fastest if you’re not connected. Press this button to choose a new location.
The list of Virtual regions will appear. Select the country or region you would like to connect to, then choose Confirm.
See our
Regenerate your VPN Key
Your VPN Key is used in the encryption process, and it is automatically rotated and regenerated every 7-10 days for security purposes.
If you are unable to connect for any reason, your key is likely out-of-date. Generating a fresh VPN Key will ensure the handshake is completed successfully.
How to generate a new VPN Key:
Open VirtualShield VPN and log in to your account, if you are not logged in already.
For more help logging in and connecting, see our
In the Secure VPN section, click the 
slider icon to open the VPN Settings panel.
Select the Advanced Settings tab to customize your 
Advanced VPN Settings.
Select Regenerate Key to expand the list of options.
Click the Regenerate button to generate your new VPN Key.
See our
Change your Default Port
Some firewalls can be very sensitive, and block access to outgoing connections on a specific port or protocol. It means your security system is working as intended, and your network will remain secure.
Changing your Default Port can help increase reliability, or unblock the connection if a certain port and protocol combination is being blocked by your Internet Provider or your security system.
How to change your Default Port:
Open VirtualShield VPN and log in to your account, if you are not logged in already.
For more help logging in and connecting, see our
In the Secure VPN section, click the slider icon to open the VPN Settings panel.
Select the Advanced Settings tab to customize your Advanced VPN Settings.
Select Default Port to expand the list of options.
Choose your desired option, then click the Save button to confirm your changes.
...
Check your Wi-Fi Network
Your network could be running behind a NAT/firewall that is blocking VPN connections. In that case you may need to connect to a different network first.
This mostly applies to public Wi-Fi networks at places like restaurants, coffee shops, and airports. Check with your network provider to see if VPNs are supported.
Click the Wireless Networks icon near the corner of your screen and turn on Wi-Fi, if it is not on already.
Your device will begin to automatically search for available Wi-Fi networks.
Once turned on, you can connect to any Wi-Fi network you prefer, so long as you have the password.
After establishing connection to the new Wi-Fi network, try connecting to our servers again.
Reset your Network Settings
If you are using Wi-Fi, there might be an issue with your network settings. These settings can sometimes become corrupted, and interfere with VPN connections.
Luckily, you can reset your network settings at any time. This won't delete any of your apps, photos, or other data. However, it will erase your saved Wi-Fi passwords, and other connection information.
Open System Preferences.
To open System Preferences, click the Apple menu near the corner of your screen, then select System Preferences.
In the Network tab, remove your current connection by selecting Wi-Fi, then clicking the minus symbol (-).
Add it again by clicking the plus symbol (+), and selecting Wi-Fi from the drop-down.
Click Create, and then choose Apply to save your settings.
See our support article for more info on how to reset your Network Settings.
Check Security Software
Some antivirus/firewall apps can be very sensitive, and block outgoing connections. That's a good thing. It just means the security software is working as intended. Your network will remain safe that way.
If that's the case you may need to add VirtualShield to your firewall's Allow List/Trusted Applications.
Open your antivirus/security software, and find the section labeled Allowed/Trusted Applications.
It might be labeled Exceptions or Exclusions, depending on your security software.
Add the VirtualShield application to the list of Allowed Apps/Exclusions.
To find VirtualShield, look under Finder > Applications.
That's it! Now you can use VirtualShield in combination with your security software to provide an additional layer of protection.
You might need to restart your device once after saving these settings before the changes will be applied.
iOS
Try following each of the steps provided below, one at a time, and then try connecting to our servers again. If you are still unable to connect, contact our support team for further assistance.
Change your VPN Location
We have VPN servers available in 18+ countries, with over 5,000 rotating IPs. You can change your location anytime, and your IP address will immediately reflect these changes when you surf the web.
If you are having trouble accessing certain apps or websites or maintaining a solid VPN connection, changing your location is the very first thing we recommend. In most cases that will do the trick.
How to change your virtual (VPN) location:
Open VirtualShield VPN and log in to your account, if you are not logged in already.
For more help logging in and connecting, see our
Your current location will be displayed on the Home/Overview screen, it might say Fastest if you’re not connected. Press this button to choose a new location.
The list of Virtual regions will appear. Select the country or region you would like to connect to, then choose Confirm.
See our
Regenerate your VPN Key
Your VPN Key is used in the encryption process, and it is automatically rotated and regenerated every 7-10 days for security purposes.
If you are unable to connect for any reason, your key is likely out-of-date. Generating a fresh VPN Key will ensure the handshake is completed successfully.
How to generate a new VPN Key:
Open VirtualShield VPN and log in to your account, if you are not logged in already.
For more help logging in and connecting, see our
Tap the slider icon near the top-right to open the VPN Settings panel.
Select Advanced Settings to customize your Advanced VPN Settings.
Select Regenerate Key to expand the list of options.
Tap the Regenerate button to generate your new VPN Key.
See our
Change your Default Port
Some firewalls can be very sensitive, and block access to outgoing connections on a specific port or protocol. It means your security system is working as intended, and your network will remain secure.
Changing your Default Port can help increase reliability, or unblock the connection if a certain port and protocol combination is being blocked by your Internet Provider or your security system.
How to change your Default Port:
Open VirtualShield VPN and log in to your account, if you are not logged in already.
For more help logging in and connecting, see our
Tap the slider icon near the top-right to open the VPN Settings panel.
Select Advanced Settings to customize your Advanced VPN Settings.
Select Default Port to expand the list of options.
Choose your desired option, then tap the Save button to confirm your changes.
...
Check your Wi-Fi Network
Your network could be running behind a NAT/firewall that is blocking VPN connections. In that case you may need to connect to a different network first.
This mostly applies to public Wi-Fi networks at places like restaurants, coffee shops, and airports. Check with your network provider to see if VPNs are supported.
Open the Settings app on your device, then tap on Wi-Fi.
Flip the toggle switch to turn on Wi-Fi, if it is not on already.
Your device will begin to automatically search for available Wi-Fi networks.
Once turned on, you can connect to any Wi-Fi network you prefer, so long as you have the password.
After establishing connection to the new Wi-Fi network, try connecting to our servers again.
Reset your Network Settings
If you are using Wi-Fi, there might be an issue with your network settings. These settings can sometimes become corrupted, and interfere with VPN connections.
Luckily, you can reset your network settings at any time. This won't delete any of your apps, photos, or other data. However, it will erase your saved Wi-Fi passwords, and other connection information.
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 > Reset, then tap Reset Network Settings.
If prompted, enter your passcode, then tap Reset Network Settings again.
See our support article for more info on how to reset your Network Settings.
Reinstall your VPN Profile
Before attempting to reinstall your VPN Profile, we recommend trying all of the other troubleshooting steps in this article first to see if that allows you to connect without issues.
If you are still unable to connect, follow these instructions to install a new VPN Profile for your device.
Tap the slider icon near the corner of the app to open the VPN Settings panel.
Select Advanced Settings to open the Advanced Settings panel.
Select Reinstall VPN Profile from the list of available options.
Tap the Reinstall Profile button, then return to the Home screen and try connecting to our servers again.
See our support article for more info on how to reinstall your VPN Profile.
Android
Try following each of the steps provided below, one at a time, and then try connecting to our servers again. If you are still unable to connect, contact our support team for further assistance.
Change your VPN Location
We have VPN servers available in 18+ countries, with over 5,000 rotating IPs. You can change your location anytime, and your IP address will immediately reflect these changes when you surf the web.
If you are having trouble accessing certain apps or websites or maintaining a solid VPN connection, changing your location is the very first thing we recommend. In most cases that will do the trick.
How to change your virtual (VPN) location:
Open VirtualShield VPN and log in to your account, if you are not logged in already.
For more help logging in and connecting, see our
Your current location will be displayed on the Home/Overview screen, it might say Fastest if you’re not connected. Press this button to choose a new location.
The list of Virtual regions will appear. Select the country or region you would like to connect to, then choose Confirm.
See our
Regenerate your VPN Key
Your VPN Key is used in the encryption process, and it is automatically rotated and regenerated every 7-10 days for security purposes.
If you are unable to connect for any reason, your key is likely out-of-date. Generating a fresh VPN Key will ensure the handshake is completed successfully.
How to generate a new VPN Key:
Open VirtualShield VPN and log in to your account, if you are not logged in already.
For more help logging in and connecting, see our
Tap the slider icon near the top-right to open the VPN Settings panel.
Overview icon near the bottom to return to the Home/Overview screen.
Select Advanced Settings to customize your Advanced VPN Settings.
Select Regenerate Key to expand the list of options.
Tap the Regenerate button to generate your new VPN Key.
See our
Change your Default Port
Some firewalls can be very sensitive, and block access to outgoing connections on a specific port or protocol. It means your security system is working as intended, and your network will remain secure.
Changing your Default Port can help increase reliability, or unblock the connection if a certain port and protocol combination is being blocked by your Internet Provider or your security system.
How to change your Default Port:
Open VirtualShield VPN and log in to your account, if you are not logged in already.
For more help logging in and connecting, see our
Tap the slider icon near the top-right to open the VPN Settings panel.
Select Advanced Settings to customize your Advanced VPN Settings.
Select Default Port to expand the list of options.
Choose your desired option, then tap the Save button to confirm your changes.
...
Check your Wi-Fi Network
Your network could be running behind a NAT/firewall that is blocking VPN connections. In that case you may need to connect to a different network first.
This mostly applies to public Wi-Fi networks at places like restaurants, coffee shops, and airports. Check with your network provider to see if VPNs are supported.
Open the Settings app on your device, then tap on Network & Internet.
Flip the toggle switch to turn on Wi-Fi, if it is not on already.
Your device will begin to automatically search for available Wi-Fi networks.
Once turned on, you can connect to any Wi-Fi network you prefer, so long as you have the password.
After establishing connection to the new Wi-Fi network, try connecting to our servers again.
Reset your Network Settings
If you are using Wi-Fi, there might be an issue with your network settings. These settings can sometimes become corrupted, and interfere with VPN connections.
Luckily, you can reset your network settings at any time. This won't delete any of your apps, photos, or other data. However, it will erase your saved Wi-Fi passwords, and other connection information.
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.
Select General management from the list of available options.
It may be labeled System depending on the make and model of your device.
Tap Reset or Reset options, depending on your device.
Tap Reset network settings.
You will be prompted to confirm, and your device may restart.
See our support article for more info on how to reset your Network Settings.
Reinstall your VPN Profile
Before attempting to reinstall your VPN Profile, we recommend trying all of the other troubleshooting steps in this article first to see if that allows you to connect without issues.
If you are still unable to connect, follow these instructions to install a new VPN Profile for your device.
Tap the slider icon near the corner of the app to open the VPN Settings panel.
Select Advanced Settings to open the Advanced Settings panel.
Select Reinstall VPN Profile from the list of available options.
Tap the Reinstall Profile button, then return to the Home screen and try connecting to our servers again.
See our support article for more info on how to reinstall your VPN Profile.
Common Questions
Can I use two VPNs at the same time?
It depends, some devices only allow one VPN to be operational at any given time. We recommend removing/uninstalling any other VPNs from your device first, before you attempt to log in and connect to our network.
I still can't connect to the VPN, what do I do?
Sometimes system upgrades can cause files to become corrupt or missing. If all else fails after trying the troubleshooting steps above, try uninstalling and reinstalling the application from our website. See our support article for more information.