Root Cause of Defect

A product has released to production and customers are reporting significant problems with a particular functionality. You investigate the test suite to find a set of related test cases that have been reported as 'Pass'. What are the possible root causes when a defect is found in production and how would you handle each situation?

Questions by kurtz182   answers by kurtz182

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Let me execute once again the defect Testcases with the given(actual) Testing Environment and investigate the same in the Customer Environment.i.e) Testers might execute the cases in Windows 2003 edition, Customer might used Windows Vista, like wise investigate and find the root cause with Browser, OS, Hardware, Plugins, Interfaces, Protocols etc...and explain the Customer about the roor cause. for this better case System Requirement should be clearly mentioned.

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