Overview
There are various reasons that may cause the VPN connection to fail. This guide will help you diagnose the issue to determine the root cause, and help you activate protection again.
Please 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.
In this section
Change your VPN Location
The first thing we recommend is changing your Virtual Location. This will resolve the issue in most cases.
We have VPN servers available in over 15 countries. If a specific datacenter or server is being blocked or undergoing maintenance, you can simply connect to one of our other various locations instead.
Your current location will be displayed on the Home screen, below Selected Location.
It might say Fastest if you're not connected. Press the down arrow to choose a new location.
By default, we automatically select the closest and fastest server 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 support article for more info on how to change your location.
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 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.
Change your Default Port
Changing your Default Port can help increase reliability if you're having trouble connecting, or unblock the connection if a certain port/protocol combination is blocked by your Internet Provider or security system.
Try each of the various port options, then save your settings and try connecting to our servers again.
Click More Options (three vertical dots) near the corner of the app, and choose Advanced Settings from the popup menu.
You can also right-click the shield icon next to your clock, then navigate to VPN > Advanced Settings from the popup menu.
Select Default Port to expand the list of options.
Choose your desired option, then click the Save button to save your changes and return to the Home screen.
See our support article for more info on how to change your Default Port.
Generate a new VPN Key
Your VPN key is used in the encryption process, and it is automatically generated and rotated every 7 days for security purposes. It also helps us recognize your device apart from other devices that may be connected.
Next we recommend generating a new VPN Key for your device. In most cases this is not required, but it can help if your connection stops working all of the sudden.
Click More Options (three vertical dots) near the corner of the app, and choose Advanced Settings from the popup menu.
You can also right-click the shield icon next to your clock, then navigate to VPN > Advanced Settings from the popup menu.
Select Regenerate Key from the list of available options.
Click the Regenerate button to generate your new VPN encryption key.
See our support article for more info on how to regenerate your VPN key.
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.
In this section
Change your VPN Location
The first thing we recommend is changing your Virtual Location. This will resolve the issue in most cases.
We have VPN servers available in over 15 countries. If a specific datacenter or server is being blocked or undergoing maintenance, you can simply connect to one of our other various locations instead.
Your current location will be displayed on the Home screen, below Selected Location.
It might say Fastest if you're not connected. Press the down arrow to choose a new location.
By default, we automatically select the closest and fastest server 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 support article for more info on how to change your location.
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 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.
Change your Default Port
Changing your Default Port can help increase reliability if you're having trouble connecting, or unblock the connection if a certain port/protocol combination is blocked by your Internet Provider or security system.
Try each of the various port options, then save your settings and try connecting to our servers again.
Click 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 Default Port to expand the list of options.
Choose your desired option, then click the Save button to save your changes and return to the Home screen.
See our support article for more info on how to change your Default Port.
Generate a new VPN Key
Your VPN key is used in the encryption process, and it is automatically generated and rotated every 7 days for security purposes. It also helps us recognize your device apart from other devices that may be connected.
Next we recommend generating a new VPN Key for your device. In most cases this is not required, but it can help if your connection stops working all of the sudden.
Click the slider icon near the corner of the app to open the VPN Settings panel.
Select the Advanced Settings tab to open the Advanced Settings panel.
You can also click the shield icon next to your clock, and navigate to Advanced Settings from the popup menu.
Click the Regenerate button to generate your new VPN encryption key.
See our support article for more info on how to regenerate your VPN key.
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.
In this section
Change your VPN Location
The first thing we recommend is changing your Virtual Location. This will resolve the issue in most cases.
We have VPN servers available in over 15 countries. If a specific datacenter or server is being blocked or undergoing maintenance, you can simply connect to one of our other various locations instead.
Your current location will be displayed on the Home screen, below Selected Location.
It might say Fastest if you're not connected. Press the down arrow to choose a new location.
By default, we automatically select the closest and fastest server 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 support article for more info on how to change your location.
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.
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.
Change your Default Port
Changing your Default Port can help increase reliability if you're having trouble connecting, or unblock the connection if a certain port/protocol combination is blocked by your Internet Provider or security system.
Try each of the various port options, then save your settings and try connecting to our servers again.
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 Default Port to expand the list of options.
Choose your desired option, then tap the Save button to save your changes and return to the Home screen.
See our support article for more info on how to change your Default Port.
Generate a new VPN Key
Your VPN key is used in the encryption process, and it is automatically generated and rotated every 7 days for security purposes. It also helps us recognize your device apart from other devices that may be connected.
Next we recommend generating a new VPN Key for your device. In most cases this is not required, but it can help if your connection stops working all of the sudden.
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 Regenerate Key from the list of available options.
Tap the Regenerate button to generate your new VPN encryption key.
See our support article for more info on how to regenerate your VPN key.
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.
In this section
Change your VPN Location
The first thing we recommend is changing your Virtual Location. This will resolve the issue in most cases.
We have VPN servers available in over 15 countries. If a specific datacenter or server is being blocked or undergoing maintenance, you can simply connect to one of our other various locations instead.
Your current location will be displayed on the Home screen, below Selected Location.
It might say Fastest if you're not connected. Press the down arrow to choose a new location.
By default, we automatically select the closest and fastest server 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 support article for more info on how to change your location.
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.
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.
Change your Default Port
Changing your Default Port can help increase reliability if you're having trouble connecting, or unblock the connection if a certain port/protocol combination is blocked by your Internet Provider or security system.
Try each of the various port options, then save your settings and try connecting to our servers again.
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 Default Port to expand the list of options.
Choose your desired option, then tap the Save button to save your changes and return to the Home screen.
See our support article for more info on how to change your Default Port.
Generate a new VPN Key
Your VPN key is used in the encryption process, and it is automatically generated and rotated every 7 days for security purposes. It also helps us recognize your device apart from other devices that may be connected.
Next we recommend generating a new VPN Key for your device. In most cases this is not required, but it can help if your connection stops working all of the sudden.
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 Regenerate Key from the list of available options.
Tap the Regenerate button to generate your new VPN encryption key.
See our support article for more info on how to regenerate your VPN key.
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.