CV0-003 · Question #452
A cloud engineer received a support call indicating web apps running on an IaaS server are unavailable. The engineer took the following trouble-shooting steps: - Hypothesized the server outage is…
The correct answer is C. Test the theory to determine the cause. The cloud engineer skipped the step of testing the theory before implementing a fix, going directly from hypothesis to rollback without validating the root cause.
Question
A cloud engineer received a support call indicating web apps running on an IaaS server are unavailable. The engineer took the following trouble-shooting steps:
- Hypothesized the server outage is considered to be the cause of the
problem.
- Performed rollback of applied patches.
- Ensured all web apps are running correctly.
- Documented the incident.
Which of the following troubleshooting methodology steps did the cloud engineer overlook?
Options
- AEstablish the theory of probable cause.
- BEstablish a plan of action and implement the solution.
- CTest the theory to determine the cause.
- DVerify system functionality.
How the community answered
(57 responses)- A2% (1)
- B7% (4)
- C88% (50)
- D4% (2)
Why each option
The cloud engineer skipped the step of testing the theory before implementing a fix, going directly from hypothesis to rollback without validating the root cause.
The engineer did establish a theory of probable cause by hypothesizing the applied patches caused the server outage, so this step was completed.
The engineer did establish a plan of action and implement a solution by executing the patch rollback, so this step was not overlooked.
The CompTIA troubleshooting methodology requires that after establishing a theory of probable cause, the technician must test that theory to confirm or refute it before taking corrective action. The engineer hypothesized that the server outage was caused by the applied patches but immediately performed the rollback without first verifying - for example by reviewing patch logs or reproducing the failure - that the patches were in fact responsible. Skipping this validation risks applying the wrong fix and leaves the actual root cause unresolved.
The engineer did verify system functionality by confirming all web apps were running correctly after the rollback, so this step was completed.
Concept tested: CompTIA structured troubleshooting methodology - theory testing step
Source: https://www.comptia.org/certifications/cloud
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