Resolving Blue Screen Errors Post-CrowdStrike Update

 

Dear Howard Community,

The Howard Enterprise Network has fully resumed normal operations. However, we are aware that some users may still be experiencing the ‘blue screen’ on their devices. This message is designed to provide you with steps you can take yourself before seeking assistance from the ETS IT Service Desk.

My computer has a blue screen, what do I do?

You will need to start your computer in Safe Mode. The steps for starting in Safe Mode are located here. 

It’s asking for a BitLocker recovery key, where can I find it?

If you are asked for a BitLocker recovery key while following the Safe Mode instructions you may be able to find it by following these steps.

     Step 1.) From another device, go to https://myaccount.microsoft.com

     Step 2.) Sign In with your @howard.edu account, password and multifactor authenticator

     Step 3.) You should see your account information, under Devices select Manage Devices

          - This will display a list of every device that you have used to access your @howard.edu account

     Step 4.) You are looking for a device that has a name of 3-letters, a dash followed by an 8-character combination of numbers and letters (e.g., WPZ-372207LT)

          - Do not click on a device name starting with LOANER

     Step 5.) Upon selecting the device name, click the button labeled “View Bitlocker Keys”

     Step 6.) Click the “Show recovery key”, button to see the full Recovery Key, which is 48 digits

          - Enter the 48-digit key when prompted and continue with the Safe Mode directions (step 5)

I see a “No BitLocker recovery key found for this device” message, what do I do?

If you see “No BitLocker recovery key found for this device”, you will need to bring the device on campus to the iLab Walk-up at Wonder Plaza, Bryant Street entrance (next to Potbelly). iLab Walkup hours are 9AM-5PM Monday-Friday. ETS will have a full team ready to support users who are still having issues.

If you are remote and are experiencing this issue, please email huhelpdesk@howard.edu. 

ETS requests patience during this time, as there are some stakeholders who may be turning on their computers for the first time since last week's incident and may not have been aware of the outage until today. Therefore, there may be an increase in the number of people seeking assistance, and it will take time to address their concerns.

In Truth & Service,

Enterprise Technology Services