Hello,

Every day hundreds of Hide My IP software are installed in computers all around the world without incident. We are nearly the #1 developer of privacy tools in the world. And if weren't not number 1, then we certainly are the best software of its kind and no company can compete with us when it comes to the amount of 7 day a week technical support we provide.

That having been said, this kind of issue usually will appear on our Forum or in tech support emails which sometimes can give the appearance that it is a major issue with the software. It is not.

What happened to your computer can be caused from a variety of reasons and I'll list them in the order of most frequent reasons:

1. You have a damages LSP
2. You have virus; adware; malware or some other software that your anti-virus program missed. Anit-virus programs are not perfect (contrary to popular belief).
3. The installation of our software was somehow corrupted.
4. You have XP and you need the latest version of Microsoft's .NET Framework (v3.5)
5. There are faulty registry keys in your registry that seriously need to be cleaned up
6. You Operating System (Windows XP or Windows Vista) is not current or updated by Microsoft

Here are some recommendations regarding the above:

UNINSTALLING HIDE-MY-IP: If you cannot uninstall Hide My IP, try rebooting your computer in "Safe Mode" and then try the uninstall. If that does not work then simply delete the files and programs while in safe mode

1. If you are disconnected from the Internet after using Hide My IP or if you get the error message, from a diagnostic window that says: "an installed layer service provider (LSP) is outdated - Remove outdated component" - you get that message after you click a "diagnose" link.
Then the following fix is suggested for the above issue:
- Download this program fix your LSP - http://www.cexx.org/lspfix.htm
Then test your Internet connection.
If that does not work, then please run the tool again -
http://www.cexx.org/lspfix.htm
and send us (staff@hide-my-ip.com) a screen shot of the output. And we'll attempt to further assist you.

2. Run a deep level scan of your entire computer with a reputable anti-virus program. This will take awhile but well worth it to know what is really going on inside your computer.

3. To re-install our software, do NOT use any saved copies of the software on your hard drive. Using Internet Explorer (not Firefox) go to our website, click the blue download button on the main page (for the latest version) and then when given the option, select "RUN" (do not select "save" or "cancel").

4. If you need the latest version of Microsofts's NET Framework, write to staff@hide-my-ip.com and we'll provide you with complete instructions on how to remove the old version and install the new version with a download link to the new version.

5. Have a professional check of your registry keys performed

6. Make sure you have your computer set to at least be notified of the most recent updates for your Operating System and make sure you have installed at least the critical updates (as designated by Mircrosoft).

If none of the above seems to work for you, or if you want further explanations, then please write to staff@hide-my-ip.com