CompTIA
SK0-003 · Question #945
SK0-003 Question #945: Real Exam Question with Answer & Explanation
The correct answer is A. Gather information from users.. When encountering an application server problem that is not understood or replicable, the administrator's initial step before escalation should be to gather detailed information from the affected users.
Troubleshooting
Question
An administrator is troubleshooting a problem on an application server, but has not determined the cause of the problem and is not able to replicate the problem. Which of the following should the administrator do prior to escalating the issue?
Options
- AGather information from users.
- BReboot the server.
- CApply the latest service packs to the operating system.
- DPerform a root cause analysis.
Explanation
When encountering an application server problem that is not understood or replicable, the administrator's initial step before escalation should be to gather detailed information from the affected users.
Common mistakes.
- B. Rebooting the server might temporarily resolve some issues but does not help in identifying the root cause, especially if the problem is intermittent and cannot be replicated.
- C. Applying service packs is a change management action that could introduce new issues or not address the current problem, and it's premature before understanding the existing problem.
- D. Performing a root cause analysis is a step taken after the problem has been identified, understood, and potentially replicated; it is not the first step when the cause is unknown and unreplicable.
Concept tested. Troubleshooting methodology; initial problem diagnosis
Reference. https://learn.microsoft.com/en-us/troubleshoot/windows-client/troubleshooting/troubleshooting-steps
Topics
#Troubleshooting methodology#Information gathering#Problem replication#Escalation
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