Why can't I connect to a Virtual Location on Windows?

Before troubleshooting, please make sure:

  • To isolate the cause, temporarily disable any 3rd party app that may interfere with your connection. For example, a firewall with strict settings, or another VPN application or an antivirus.

If you cannot connect to a virtual location, turn off Hotspot Shield and access your favorite site in your browser to verify that you have an Internet connection.  

Check if you’re signed in to your Premium account. To do this, open the app, select the icon_new.jpg icon on the left-hand side of the screen and check that you are logged in and it's a premium account.


If the above has been verified, check the following:

  • Change the virtual location to check if this issue is with one virtual location or all virtual locations