A system administrator has a database server that crashes at random times. No changes have been made to either the server's software or hardware. Which of the following is the FIRST step the…

Establishing an action plan is step four in the troubleshooting process and can only be developed after a probable cause has been identified and tested.

Root cause analysis is performed after the problem has been identified and a theory of probable cause has been established and tested - it is not the first step.

Documenting findings is the final step in the troubleshooting methodology and occurs only after the solution has been implemented and full functionality verified.

Identifying the problem and its scope is the first step in the CompTIA troubleshooting methodology, which involves gathering information such as when the crashes occur, error messages logged, and how widespread the impact is. Without this baseline understanding, subsequent steps like theorizing a cause or building an action plan lack a foundation. In this scenario, characterizing the random crashes - frequency, conditions, and affected components - must come before any root cause analysis begins.