> ## Documentation Index
> Fetch the complete documentation index at: https://kb.mochahost.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Network issue troubleshooting

**If you are experiencing network connectivity issues, please at the time at which you are experiencing this issue provide us with the following information:**

1. The exact error that you receive

2. The exact URL, IP address you are connecting to or from, any ports you are trying to access incoming or outgoing

3. The IP address from which you are connecting, you can obtain it easily by going to

4. An output of the “traceroute” command executed from your computer to your website address.

For more information how to use “traceroute” under Unix/Linux computers please check:

### To run a “traceroute” under Windows please perform the following steps:

1. select **Start > Programs > Accessories > Command Prompt**. 

2. Enter the word **tracert, followed by a space, then your domain name**.

### To run a “traceroute” under Mac OSX please perform the following steps:

1. Please open the **Applications** folder and click to open the **Utilities** folder.

2. Double-click on **Terminal**.

3. Enter **traceroute followed by your domain name**.

Once you collect the above information, please contact our support so that we can investigate this issue further.