Troubleshooting Connection Issues

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.


 Windows  macOS  iOS  Android

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.

1

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.
2

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.

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.

1

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.
2

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.
3

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.

1

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.

				
2

Select Default Port to expand the list of options.

3

Select 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.

1

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.

				
2

Select Regenerate Key from the list of available options.

3

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.

1

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.
2

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
3

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.

Disable IPv6 Protection

If you are using an IPv6 address to connect to the internet, we recommend leaving this option enabled. However if your network is using IPv4, disabling this option can resolve connection issues in some cases.

If you are unsure, you can use this Google link to determine whether you're using IPv6 or not.

1

Click More Options (three vertical dots) near the corner of the app, and choose VPN Settings from the popup menu.

2

Toggle the IPv6 Protection option on or off, then click the  disk icon to save your changes and return to the Home screen.

See our support article for more info on how to disable IPv6 Leak Protection.

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.

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