Richard (Support Guru)

Richard (Support Guru)

If you have any technical questions about CyberShield please feel free to contact me

Saturday, 17 February 2018 15:32

CyberShield App keeps on stopping

  • Make sure the latest version of the App is installed
  • The App will stop if another VPN app is started
  • The App can take several minutes to automatically load if the mobile device has been restarted \ turned on

If you continue to have problems with the App stopping on it's own, please get in contact with our support team


Saturday, 17 February 2018 15:20

The Hub keeps powering on and off

The Hub powering on \ off is usually caused when the hub doesn't have sufficient power

The Hub requires at minimum power of 5V 1A

  • Connect the Hub to the supplied USB mains plug
  • Do not use USB extension cables as this will reduce the power available to the Hub
  • Use the USB cable supplied with the Hub


The error 'CyberShield authentication failed' is displayed after entering the token

  • Make sure your phone \ tablet has an internet connection
  • The token has been entered incorrectly. Please note the token is case sensitive
  • Your account may have been disabled, contact us

Saturday, 17 February 2018 14:25

Where do i find the token for the App

The App token is included in the Welcome to CyberShield email which is sent when you first sign up to CyberShield.

If you have a CyberShield Home Hub you will also find the token on the password card included in the box with the hub.

Saturday, 17 February 2018 14:21

I've forgotten the App PIN number

Uninstall and then reinstall the App and set a PIN number during the initial setup process

The PIN number must be 4 digit long

Saturday, 17 February 2018 14:08

How to change the App PIN number

Change App PIN number

  • Open the CyberShield App and enter the current PIN number
  • Click the menu icon (three dots) at the top right and select 'Change PIN'
    app change pin
  • Enter the new PIN number and re-enter to confirm
    app enter pin

Saturday, 17 February 2018 13:49

Hub Quick Setup Guide

Connecting the CyberShield Hub to your existing internet router

1)    Connect the network cable (supplied) to the port labelled WAN on the CyberShield Hub

2)    Connect the other end of the network cable to a free LAN port of your existing home internet router


hub setup network

Powering the CyberShield Hub

The CyberShied Hub is powered using a USB cable (supplied). Connect to a USB port on your existing internet router (recommended) or use the supplied 3 pin mains plug or a computer USB port.

1) Connect the small end of the USB cable to the port labeled 'Power' on the Hub

2) Connect the other end of the USB cable to the USB port on your existing router or use the supplied mains plug

Connecting devices to the CyberShield Hub using WiFi

1)    On the internet device (e.g. tablet, computer) you want to connect using WiFi, scan for available WiFi networks

2)    Select the network starting with CyberShield-

3)    Enter the WiFi password. The default WiFi password can be found on a credit card sized card that came in the same box as your CyberShield Hub



-    Any device connected to the CyberShield Hub will be protected.
-    You can use your current router WiFi as normal if you don’t want websites filtered
-    To prevent devices from reconnecting to your current unprotected router WiFi, we recommend you either change the WiFi password of your existing home router or ‘Forget’ the WiFi password on the device you want protecting (see our website for more details )

Saturday, 17 February 2018 13:35

Android App Quick Setup Guide

Installing the CyberShield Android App

  • On your Android phone \ tablet open the Play Store

  • Search for CyberShield and click Install

CyberShield App on Google Play

Initial setup of the Android App

  • Open the CyberShield App by clicking on the icon

app icon

  • The initial screen will prompt you to enter a 4 digit PIN number that is used to lock the appapp enter pin
  • Enter your PIN again to confirm

  • Next you will be asked for your 8 digit token. The token can be found in your 'Welcome to CyberShield' email and if you have purchased the Home Hub you will also find the token on the password card in the box

    app start
  • Click Start and you will receive a VPN  'Connection Request' prompt, click OK

  • The App will close and an icon of a key will show at the top right, indicating that CyberShield is running


Stopping the App

  • Open the CyberShield App

  • Enter your 4 digit PIN number

  • Tap Stop




Purchase Hub

Once we recieve your order we will post your CyberShield Hub, usually on the same day for next delivery. Please note we don't guarantee next day delivery.

Once your Hub has been posted we will send an email with your account information and a quick setup guide.


Purchase App

The CyberShield App can be downloaded directly from Google Play

The App will not work until you enter a Token (password) which we will send by email once you have purchased the App subscription



Thursday, 01 December 2016 20:59

How do I enable \ disable YouTube SafeMode?

Safemode will prevent YouTube from returning undesirable results e.g. nudity, violent etc

1) Go to the management portal

2) Select Policy from main menu

3) Select the policy you wish to enable or disable Safemode by pressing Edit

4) Put a tick against 'safe-search' moderate or strict and Submit


Page 2 of 6