CrowdStrike Outage Resolution – 07/19/2024
Due to the recent nationwide outage stemming from the incident with a CrowdStrike update conflicting with Microsoft Windows operating systems, many SLCC Windows computers are experiencing login issues. They are displaying what is called the Blue Screen of Death (BSOD). Follow these steps to resolution this issue.
STEP ONE - Before you enter Safe Mode, you need to enter the Windows Recovery Environment (winRE). To do this, you will repeatedly turn your device off, then on:
- Hold down the power button for 10 seconds to turn off your device.
- Press the power button again to turn on your device.
- On the first sign that Windows has started (for example, some devices show the manufacturer’s logo when restarting) hold down the power button for 10 seconds to turn off your device.
- Press the power button again to turn on your device.
- When Windows restarts, hold down the power button for 10 seconds to turn off your device.
- Press the power button again to turn on your device.
- Allow your device to fully restart. You will enter winRE.
STEP TWO - Now that you are in winRE, you will follow these steps to take you to safe mode:
- On the Choose an option screen, select Troubleshoot > Advanced options > Startup Settings > Restart.
Note: If you are asked for a BitLocker Recovery Key, you will need to contact the Help Desk at 801-957-5555.
- After your PC restarts, you will see a list of options. Select F4 to start your PC in Safe Mode.
STEP THREE - Now that you are in Safe Mode and logged into your computer, we will need to delete a file that is causing this issue.
1. Open File Explore on your computer and locate the URL field at the top.
2. In the URL field at the top (that should currently show Quick access), you will be entering in the following location:
C:\Windows\System32\drivers\CrowdStrike
…and hit the ENTER key. Your screen will look similar to this.
3. At the top of the DATE MODIFIED column, click on the column title until you see a small, down-facing arrow.
4. This will sort the files by the date they were last modified, with the newest on top.
5. Locate and delete the file named:
C -00000291-XXXXXXXX-XXXXXXXX.sys
…the modified date should be 07/18/2024. Right click on the file and select delete.
6. Restart your computer.
Your computer should now start up without any further issues.
If you have any comments or suggestions, please provide them in the Feedback section below.
If you have any questions or issues, you can contact Technical Support:
Telephone: 801-957-5555. Email: helpdesk@slcc.edu