A major technical mishap involving a CrowdStrike update has led to widespread Windows crashes and the dreaded blue screen of death (BSOD). While not a cyberattack, this glitch has had a massive global impact that's disrupted sectors from airlines and hospitals to banks, major media outlets, and emergency services. In this article, we'll explain how Zoho Assist customers who have configured their device for unattended access can instantly resolve the crisis.
What actually happened?
On July 19, 2024, an update to CrowdStrike’s Falcon Sensor software introduced a faulty driver, causing Windows systems to crash and display the BSOD. CrowdStrike engineers have identified the root cause as a defective content update, not a security breach. However, it remains a serious issue. Despite efforts to retract the update, many systems are stuck in reboot loops that require manual intervention to resolve.
CrowdStrike's advice and recommendations
CrowdStrike has issued comprehensive guidelines for resolving the issue, including fixes for individual systems and steps for public cloud environments.
Zoho Assist's solutions for crisis management
In recognition of the urgent situation facing users and organizations affected by this issue, our team decided to highlight how Zoho Assist's robust remote support and unattended access tools can be used to help manage this crisis effectively.
Here is how we can help:
Remote assistance
Safe mode reboot instructions
Guiding users to reboot into Safe Mode with Networking is crucial for establishing a remote connection and applying the necessary fixes. Here’s how to reboot a Windows device into Safe Mode with Networking:
Restart your computer.
At the lock or sign-in screen, press and hold the Shift key, click the Power button, and select Restart.
A blue screen with three options will appear. Choose Troubleshoot.
On the Troubleshoot screen, select Advanced Options.
Choose Startup Settings.
Click Restart.
Upon restart, press 5 or F5 to enter Safe Mode with Networking.
Remote control for fix implementation
Once in safe mode with networking, Zoho Assist allows you to take control of the affected machine remotely, enabling you to apply necessary fixes without an on-site visit. You can also create and upload scripts via the Zoho Assist toolbox to automate this process.
Removing faulty drivers
According to CrowdStrike’s workaround, users must navigate to "C:\Windows\System32\drivers\CrowdStrike" and delete the faulty driver file named "C-00000291*.sys". Zoho Assist makes this process straightforward.
Real-time mobile support
If providing remote access via Safe Mode with Networking is not feasible, Zoho Assist’s mobile support feature allows technicians to visually guide users through troubleshooting steps using live streaming from their mobile devices.
Why Zoho Assist?
The recent CrowdStrike outage serves as a reminder of the challenges organizations face in maintaining system stability and reliability. A tool like Zoho Assist is invaluable for managing such incidents because it offers rapid response, effective troubleshooting, and robust support capabilities. By integrating Zoho Assist into your IT support strategy, your organizations can better navigate outages and minimize disruption to their critical operations.
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