There is currently an issue that has/is impacting many Windows based devices on-campus. This issue is currently being worked on and the issue has been fixed on some devices.
If you are getting a Blue Screen error on Windows, click the "Restart my PC" option and wait for it to restart. As long as the Windows device is not stuck on a blue error screen, a normal reboot of the operating system will sufficiently apply the software patch. If it comes up as it should after a restart, you needn’t do anything further.
If you receive the blue screen error again, the following steps can be used to workaround this issue.
There are 2 workaround options. If you feel comfortable using command propmt, please skip to the Command Prompt Fix section of this article for a faster fix to this issue. If you do not feel comfortable using command prompt on your computer, please follow the instructions in the Safe Mode Fix section below.
Windows Blue Screen - Safe Mode Fix
1. If the machine is already on the blue “recovery” screen, choose “See Advanced Repair Options”
2. Choose “Troubleshoot”
3. Click “Advanced Options”'
4. Then choose “Startup settings”
5. Click “Restart”
6. Windows will begin to restart, then ask what mode you wish to start in. Press 4 for Safe Mode
7. Boot Windows into Safe Mode or the Windows Recovery Environment.
8. Log in as a local administrator. [byui\username]
- If you put in your BYUI credentials but it doesn't accept them, you may not have admin permissions on your computer. Call the IT Service Desk at 208-496-9009 for further assistance.
9. Open File Explorer and navigate to the CrowdStrike directory: C:\Windows\System32\drivers\CrowdStrike
10. Locate the file matching “C-00000291......sys” file and delete it.
NOTE: Please ensure the file you delete is the “C-00000291......sys” file (the one where 291 is in the first set of numbers), NOT the C-000001-000000291 file! This won’t fix your issue.
11. Once the correct file is deleted, reboot like normal.
BitLocker
If during this process you get a page that asks for a BitLocker key, please contact the IT Service Desk using the contact information below.
Command Prompt Fix
1. If the machine is already on the blue “recovery” screen, choose “See Advanced Repair Options”
2. Choose “Troubleshoot”
3. Click “Advanced Options”'
4. Then choose “Command Prompt”
5. In the Command Prompt, type the following command “c:” enter
6. Type “cd\” enter
7. Type “del C:\Windows\System32\drivers\CrowdStrike\c-00000291*” hit tab to verify syntax then hit enter
8. Type “exit” enter
9. Click Continue
Contact Us
If you have questions, please call us at (208) 496-9009 or start a Live Chat with us.
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