Summary
On Friday, July 19, Enterprise Technology & Services reported a major issue and service outage affecting systems worldwide. This was caused by a bad patch from the CrowdStrike security software. The outage impacts PC-based devices; it does not affect Apple or Linux-based computer devices, or mobile phones. The common symptom is getting a ‘blue screen’ upon turning on the device. In some cases, restarting the computer will fix the problem.
If a simple reboot does not solve the issue, try the following steps which do NOT require Local Administrator privileges.
Note: Crowdstrike confirms that rebooting up to 15 times can solve the problem, as long as the computer is connected to a network, wired network preferred. This is another option you can try.
Environment
Windows computers with a blue screen on bootup, related to the Crowdstrike issue of July 19, 2024.
Workaround
These instructions work well on Dell computers but may be harder to implement on a Lenovo. If you do not see the screens described in these instructions or have trouble going through the steps, please see below for Next Steps if Needed.
Instructions
Step 1 - Find your Bitlocker recovery key. Using another device (tablet, other computer, phone if necessary), follow the instructions to View Windows BitLocker Recovery Key . Write down your key or have it available for the next step.
Step 2 - On the blue Recovery screen choose Troubleshoot > Advanced options > Command Prompt (press enter).
- Note: If your machine keeps looping back to a blue screen with some other message, press the F1 function key in the transition of the loop to access the blue Recovery screen.
Step 3 - Enter your BitLocker recovery key in the box
Step 4 - When Command Prompt opens, type notepad and press Enter to open the Notepad app
Step 5 - In Notepad, go to File > Save As.
Step 6 - In the Save As dialog box, change the file type from .txt to All Files.
Step 7 - Click "This PC" and navigate to C:\Windows\System32\drivers\CrowdStrike
- Note: The default save location is a windows recovery partition. so you want to make sure you click "This PC" before you navigate to C:\Windows\System32\drivers\CrowdStrike
Step 8 - Locate the file matching the pattern C-00000291****.sys .
- Note: filename starts with C-00000291***, it does not end with 291
Step 9 - Right click on the C-00000291****.sys file and choose Delete from the context menu.
- WARNING: Be sure you choose the correct file for deletion. If you choose the wrong file, your computer may become unusable and require a complete rebuild from scratch.
Step 10 - Cancel or X out of the Notepad app and the Command prompt
Step 11 - Reboot the computer by choosing Turn off this computer.
Outcome
Issue is remediated and you are able to log into your Windows computer normally.
Next Steps if Needed
If you do not see the screens described in the instructions above or if they do not work for you, then you will need to come to a campus location or submit a Desktop Support request to arrange for a manual fix. This will be a first-come, first-served service as technicians work through the high number of users needing support.
- Note: If you already have a ticket for this issue, please do not submit another. You can see and update your tickets on your Ticket Requests page.
The following is a list of campus operating locations (affected System Office employees can visit the closest campus location). Currently there is only a small wait time for walk-in services at these locations (M-F, 8-5):
- KSC: Elliot Hall, rm. 243
- PSU: HUB, rm. 123 (M-F, 8-4)
- UNH-Durham: Dimond Library, rm. 341
- UNH-Durham: 1 Leavitt Lane, rm. 125
- UNH-Durham: Stoke Hall, rm. G50
- UNH-Durham: Thompson Hall, rm. 307
- UNH-Manchester: rm. 339
- UNH-Law: rm. 301
When you meet with us, please mention your ticket number. You can see and update your tickets on your Ticket Requests page.
Further Readings
View Windows BitLocker Recovery Key
Ticket Requests page - shows your open tickets
Client Services: In-Person Service Hours and Locations
Need additional help?
To submit a support request, please fill out the ET&S Desktop Support webform with as much detail as possible, or contact the Technology Help Desk team on your local campus. For password issues you must call or visit the Help Desk in person.
Note: If you already have a ticket for this issue, please do not submit another. You can see and update your tickets on your Ticket Requests page.