Cloud Administration/Troubleshooting

Troubleshooting

Objectives and Skills

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Objectives and skills for the troubleshooting portion of CompTIA Cloud+ certification include:[1]

5.1 Given a scenario, troubleshoot a deployment issue.

  • Common issues in the deployments
    • Breakdowns in the workflow
    • Integration issues related to different cloud platforms
    • Resource contention
    • Connectivity issues
    • Cloud service provider outage
    • Licensing issues
    • Template misconfiguration
    • Time synchronization issues
    • Language support
    • Automation issues

5.2 Given a scenario, troubleshoot common capacity issues.

  • Exceeded cloud capacity boundaries
    • Compute
    • Storage
    • Networking
      • IP address limitations
      • Bandwidth limitations
    • Licensing
    • Variance in number of users
    • API request limit
    • Batch job scheduling issues
  • Deviation from original baseline
  • Unplanned expansions

5.3 Given a scenario, troubleshoot automation/orchestration issues.

  • Breakdowns in the workflow
    • Account mismatch issues
    • Change management failure
    • Server name changes
    • IP address changes
    • Location changes
    • Version/feature mismatch
    • Automation tool incompatibility
    • Job validation issue

5.4 Given a scenario, troubleshoot connectivity issues.

  • Common networking issues
    • Incorrect subnet
    • Incorrect IP address
    • Incorrect gateway
    • Incorrect routing
    • DNS errors
    • QoS issues
    • Misconfigured VLAN or VXLAN
    • Misconfigured firewall rule
    • Insufficient bandwidth
    • Latency
    • Misconfigured MTU/MSS
    • Misconfigured proxy
  • Network tool outputs
  • Network connectivity tools
    • ping
    • tracert/traceroute
    • telnet
    • netstat
    • nslookup/dig
    • ipconfig/ifconfig
    • route
    • arp
    • ssh
    • tcpdump
  • Remote access tools for troubleshooting

5.5 Given a scenario, troubleshoot security issues.

  • Authentication issues
    • Account lockout/expiration
  • Authorization issues
  • Federation and single sign-on issues
  • Certificate expiration
  • Certification misconfiguration
  • External attacks
  • Internal attacks
  • Privilege escalation
  • Internal role change
  • External role change
  • Security device failure
  • Incorrect hardening settings
  • Unencrypted communication
  • Unauthorized physical access
  • Unencrypted data
  • Weak or obsolete security technologies
  • Insufficient security controls and processes
  • Tunneling or encryption issues

5.6 Given a scenario, explain the troubleshooting methodology.

  • Always consider corporate policies, procedures, and impacts before implementing changes
  1. Identify the problem
    • Question the user and identify user changes to computer and perform backups before making changes
  2. Establish a theory of probable cause (question the obvious)
    • If necessary, conduct internal or external research based on symptoms
  3. Test the theory to determine cause
    • Once theory is confirmed, determine the next steps to resolve the problem
    • If the theory is not confirmed, reestablish a new theory or escalate
  4. Establish a plan of action to resolve the problem and implement the solution
  5. Verify full system functionality and, if applicable, implement preventive measures
  6. Document findings, actions, and outcomes

Readings

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Multimedia

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Activities

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Lesson Summary

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Key Terms

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See Also

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References

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