SK0-003 · Question #809
A user reports they cannot access the internal company website after maintenance was performed on the website server. When a technician arrives on site to troubleshoot the issue, which of the followin
The correct answer is C. Identify changes made to the server. When troubleshooting a website access issue after maintenance, the technician's first step should be to identify any changes recently made to the server or website configuration.
Question
A user reports they cannot access the internal company website after maintenance was performed on the website server. When a technician arrives on site to troubleshoot the issue, which of the following steps should they perform FIRST?
Options
- AEstablish a theory of probable cause
- BEstablish a plan of action to resolve the problem
- CIdentify changes made to the server
- DRun a backup job and verify data
How the community answered
(27 responses)- A4% (1)
- B7% (2)
- C85% (23)
- D4% (1)
Why each option
When troubleshooting a website access issue after maintenance, the technician's first step should be to identify any changes recently made to the server or website configuration.
Establishing a theory of probable cause comes after gathering initial information and identifying potential contributing factors, not as the very first step in the process.
Establishing a plan of action is a later step in troubleshooting, performed once a theory of probable cause has been established and tested.
Identifying recent changes is the most efficient initial troubleshooting step after maintenance, as modifications are a common cause of new problems. This aligns with the first phase of many troubleshooting methodologies, which emphasizes gathering information and identifying the problem's scope, including recent system alterations.
Running a backup is a preventative measure or a data recovery step, not the initial diagnostic step for a user's inability to access a website.
Concept tested: Troubleshooting methodology - identifying recent changes
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