Overview

On July 19th, 2024, at midnight, CrowdStrike pushed an update that caused some Windows machines with CrowdStrike installed to crash. CrowdStrike updated this within a short window of time, but any machines that accepted the update may require administrative help to be resolved.

We are updating these instructions as more information becomes available.

Recovery Steps

NOTE: KIS is reaching out to impacted people to distribute recovery keys.  If you have not received a recovery key email from KIS and need assistance, please reach out to KIS for support.

1. Power Off: When presented with a bluescreen, hold down the power button for 10 seconds to turn off your device
2. Restart and Enter Recovery Key: Restart your computer.  You should be prompted to enter a Bitlocker Recovery Key (provided by KIS)
3. Access Recovery Options: After your enter your recovery key, you'll be presented with recovery options - choose Troubleshoot
4. Advanced Options: Choose Advanced Options on the next window
5. Command Prompt: Choose Command Prompt on the next window
6. Enter Recovery Key: When prompted, enter the Bitlocker Recovery Key
7. Navigate to CrowdStrike Directory: Type the following commands, pressing Enter after each:
   • c:
   • cd windows
   • cd system32
   • cd drivers
   • cd Crowdstrike
   • del C-00000291*.sys
8. Close Command Prompt and Shutdown: Close the command prompt window - on the Windows Recovery window, choose turn off computer
9. Restart: Press the power button on your computer to restart

If you encounter any issues or need further assistance, please reach out to us.

Kellogg Information Systems
kis@kellogg.northwestern.edu

(847) 467-2100