Windows Not Starting – 2024 July 19

There is currently a nationwide impact to Windows systems due to a driver problem introduced by the antivirus software Crowdstrike.
https://www.wsj.com/tech/microsoft-reports-major-service-outage-affecting-users-worldwide-328a2f40

This is the same antivirus  software mandated across our Windows systems.
The issue results in a blue-screen error and crash related to the “Falcon Sensor”

This does not impact Mac systems.

Fixing the Issue

Reboot the computer to give it an opportunity to download the latest patch.

If the computer crashes again, the current resolution requires visiting campus to allow us to manually address the issue.

The fix takes about 5-10 minutes and we will be available in the TechDeck, located in Purnell Hall room 026 until 4:30pm today.

If you are absolutely unable to come to campus, there are a very specific set of steps that must be completed verbatim. Please do not deviate from these steps.

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1. Obtain your Bitlocker Key

1. When Windows asks, click “See Advanced Repair Options“
   
   
2. On the next screen, click “Troubleshoot“
   
   
3. On the next screen, select “Advanced options“
   
4. From there, choose “Command Prompt“
   
5. Windows will ask you for your Bitlocker Key. Take a photo of this screen. It will contain your computer information.
   If possible, please leave your computer at this screen.
   
6. Email lerner-support@udel.edu with the following information:
   UD Username of user having issues
   Photo of the screen from Step 5
   
7. Once we have this information, we will email you your Bitlocker key as soon as possible.

Once you have your Bitlocker Key

Enter the series of numbers into the screen prompting for your Bitlocker key.Once you do, the command prompt will pop up.

Type the following commands and follow these instructions carefully:

Command #1:

Type the following and hit ENTER after typing it.

c:

Command #2:

Type the following and hit ENTER after it is fully typed out again:

cd c:\Windows\System32\drivers\CrowdStrike

Command #3:

Type the following and hit TAB to autocomplete. It has FIVE zeroes.

del C-00000291

The full filename should look similar to this:
C-00000291-00000000-00000033.sys

Once it autocompletes, hit enter.

The series of commands 1-3 should look similar (perhaps not exactly) to this:

Command #4:

Type the following and hit ENTER after it is fully typed out

exit

When you are done, you should be given the option to Exit and Continue to Windows. Windows should start.