There are several reasons why you might have trouble connecting. This topic covers various troubleshooting steps to help resolve the issue.

After each step, check if the issue still remains.

• Go to the site you want to access, click on the Hola extension icon, and select the country you want to access the site from.


• Within the extension pop up, under “Is it working?”, select “no, fix it” to change the selected server to obtain a new IP address.


• Disable and enable the Hola extension.


• Force the site to reload:
  
  • For Windows: hold down Ctrl and press F5
  • For Mac: hold down Command, Shift and press the ‘R’ key


• Clear your browser's cache and cookies:
  
  • For Windows: press the keys Ctrl + Shift + Delete
  • For Mac: press the keys Cmd + Shift + Delete


• Close the browser, reopen it, and try again.


• Disable other extensions to check if any of them is causing the problem.


• Uninstall the extension, reboot your device, and install the extension again.


• Disable other VPS (Virtual Private Server), proxy software, or other software that might conflict with Hola.


• Ensure that you have the latest version of your browser installed.


• Temporarily disable any applications that may interfere. Your connection might be blocked by a firewall, antivirus, or anti-spyware program. (remember to turn it back on again after testing).


• Uninstall and reinstall your web browser.


• Reboot your router: unplug the router > wait at least 30 seconds > plug in the router back in.

You could be receiving this message due to the following reasons:

1. You are behind a corporate firewall, which Hola cannot bypass.


2. The Hola system is down.

If you are behind a firewall (e.g. at work), try connecting to a different Wi-Fi network. Otherwise, please complete the following steps:

• Disable and enable the Hola extension.


• Force the site to reload:
  
  • For Windows: hold down Ctrl and press F5
  • For Mac: hold down Command, Shift and press the ‘R’ key


• Clear your browser's cache and cookies:
  
  • For Windows: press the keys Ctrl + Shift + Delete
  • For Mac: press the keys Cmd + Shift + Delete


• Close the browser, reopen it, and try again.


• Disable other extensions to check if any of them is causing the problem.


• Uninstall the extension, reboot your device, and install the extension again.


• Disable other VPS (Virtual Private Server), proxy software, or other software that might conflict with Hola.


• Ensure that you have the latest version of your browser installed.


• Temporarily disable any applications that may interfere. Your connection might be blocked by a firewall, antivirus, or anti-spyware program. (remember to turn it back on again after testing).


• Uninstall and reinstall your web browser.


• Reboot your router: unplug the router > wait at least 30 seconds > plug in the router back in.

Here are a few tips to improve your Hola speed:

• Always use the latest version of Hola. We are constantly making improvements, some of which can improve your speed.


• If you don't need a specific country, select the country nearest to your location.


• Connect with an Ethernet cable instead of the Wi-Fi. Connecting your computer directly to your internet router increases the speed.


• Reboot your device to clear networking settings that might be cached.


• Temporarily disable your computer's antivirus/firewall (remember to turn it back on again after testing).

You might be asked to send speed test information as part of the troubleshooting process with our support team.

Here is how to do it :

1. Open speed test


2. Open Hola extension and connect to any server (whatever country you need most)
   
   The speed test should be performed in the same location you're connected to. Click “Change Server” and set the country to the same country that you selected, or the closest possible location to your selected location.


3. Wait for the test to finish and take a screenshot of the results


4. Turn Hola extension off


5. Open speed test again. Test your speed using the same country you selected in the beginning and take a screenshot of the results.

Here is how to do it:

1. Click the puzzle or cube icon next to your profile avatar.


2. A drop-down menu will appear, showing you all of your enabled extensions. Each extension will have a pushpin icon to the right of it.


3. Click the Hola pushpin icon so that the icon turns blue.