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Fix a Windows Computer That has a Blue Screen Error Due to CrowdStrike Update

NOTE: to address the Windows issue on individual desktops, administrative access is required. 

This article applies to: Endpoint Management Tools

These instructions are for use by Technical Support Providers and will be updated if more information becomes available. 

NOTE: for individual desktops, administrative access is required to use these fix instructions.

A problem with an update distributed by CrowdStrike is causing Windows computers that received the update to not start up properly. This includes centrally managed Cornell computers. Instead, they are showing a blue screen with an error message that begins, "Your PC ran into a problem and needs to restart."

Computers that were not turned on when the update was delivered have not been affected, because CrowdStrike has stopped distributing that update.

If a computer is in this blue screen mode, the following steps should fix the problem. Contact your technical support if you need assistance with the process. 

Restart the computer. If it crashes again, then:

  1. Boot Windows into Safe Mode or the Windows Recovery Environment
  2. Navigate to the C:\Windows\System32\drivers\CrowdStrike directory
  3. Locate the file matching “C-00000291*.sys”, and delete it.
  4. Restart the computer normally.
Some computers may require a BitLocker recovery key. To see how to get one, review BitLocker: Get a Recovery Key. You will need to be on a campus network or VPN  to use BitLocker recovery with the self service link.

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