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.

• Within the app’s main window, under “Is it working?”, select “no, fix it” to change the selected server to obtain a new IP address.


• Force the site to reload:
  Hold down Ctrl and press F5


• Clear your browser's cache and cookies:
  Press the keys Ctrl + Shift + Delete


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


• Uninstall the app, reboot your device, and install the app 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.

Please complete the following steps:

1. Download Sectigo root’s certificate.


2. Open the certificate in Windows.


3. Click on "Install certificate".


4. Select "Local Machine" > Next > Next > Finish Expected: "The import was successful".


5. Retry connecting to Hola

Oops! Seems like something might be blocking Hola.

After each step, check if the issue still remains.

• Restart your device (sometimes restarting your device will do the trick).


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


• 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).

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. Start Hola and connect to any server (whatever country you need most)


2. Open speed test
   
   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 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.

Try the following steps to recover the situation:

1. Open Device Manager


2. Find Network Adapters


3. Uninstall WAN Miniport drivers (IKEv2, L2TP, IP, IPv6, etc)


4. Click Action > Scan for hardware changes


5. The adapters you just uninstalled should come back


6. Retry connecting to Hola

Try the following steps to recover the situation:

1. Open Device Manager


2. Find Network Adapters


3. Uninstall WAN Miniport drivers (IKEv2, L2TP, IP, IPv6, etc)


4. Click Action > Scan for hardware changes


5. The adapters you just uninstalled should come back


6. Retry connecting to Hola

Older versions of Windows are missing some globally trusted root certificates that are used to validate the remote servers your system is connecting to. This results in receiving error 13801 for any connection attempt to servers in the Hola infrastructure.

In order to solve the problem, you can upgrade your OS or install the missing certificate manually.

Follow these steps to complete manual installation:

1. Download Sectigo Root Certificate
   
   
   • Go to Sectigo Certificates page
   
   
   • Scroll down to Root Certificates section
   
   
   • Tap on Download link next to SHA-2 Root : USERTrust RSA Certificate Authority
   
   
   • Download the certificate
   
   
2. Open the downloaded file


3. Tap on Install Certificate button


4. On the Welcome window, choose Store Location: Local Machine and click Next


5. Choose Automatically select the certificate store and click Next


6. Click Finish


7. Retry connecting to Hola