On Monday morning, the help-desk queue contains incident tickets from the HR and Engineering departments reporting that several virtual desktops rebooted unexpectedly over the weekend. The virtualization cluster dashboard shows no hardware alarms, and all hosts report a healthy status. According to the CompTIA troubleshooting methodology, which action should the administrator take next to better identify the problem and determine its scope?
Gather detailed information from users in all departments to learn which virtual machines rebooted and at what times.
Apply the latest firmware and driver updates to all hypervisor hosts before the next reboot window.
Live-migrate every virtual machine to a different host to eliminate possible hardware faults.
Open a priority-1 support ticket with the hypervisor vendor and upload the diagnostic log bundle.
The first troubleshooting phase is to identify the problem and determine its scope. That starts with information-gathering tasks such as questioning users and stakeholders to learn exactly what failed, when it failed, and whether other changes occurred. Interviewing additional departments clarifies how widespread the reboots are and whether multiple systems share a common factor-essential data before forming any theory. Migrating VMs, patching hypervisors or opening a vendor case are change or escalation activities that belong to later steps (plan of action, implement, or escalate) and should not be performed until the scope is clearly understood.
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Why is gathering detailed information the first step in troubleshooting?
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What should an administrator ask users to identify the scope of the problem?
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Why are actions like migrating virtual machines or applying updates skipped initially?