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2024 CrowdStrike-related IT outages

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2024 CrowdStrike-related IT outages
Screenshot of a blue screen of death as captured on a Windows Server machine with the faulty CrowdStrike driver installed
Date19 July 2024; 3 months ago (2024-07-19)
LocationGlobal
TypeOutage
CauseComputer crash caused by a faulty CrowdStrike driver update

On 19 July 2024, a faulty update to security software produced by CrowdStrike, an American cybersecurity company, caused many computers and virtual machines running Microsoft Windows to crash, affecting a wide range of users, including airlines, airports, banks, hospitals, stock markets, and broadcasting services. The error was discovered and a fix was identified on the same day, but the outage continued to delay airline flights, cause problems in processing electronic payments, and disrupt emergency services.[1][2][3] The incident has been characterised as the "largest IT outage in history".[4]

Background

Logo of CrowdStrike, as of 2024

CrowdStrike produces a suite of security software products that are designed to protect a company's computers from cyberattacks. The Falcon Sensor product installs a network sensor at the operating system level on individual computers to detect and prevent threats. Patches are routinely distributed through CrowdStrike to its customers and their computers to address new threats.[5]

On 18 July, before the faulty update, Microsoft's Azure cloud platform had an outage that blocked some companies' access to their storage and Microsoft 365 applications in Azure's Central United States region.[6] According to Microsoft, the two incidents are not related, but compounded problems for customers of these affected companies.[7]

On 19 July at 04:09 (UTC), Windows virtual machines on Azure began rebooting and crashing, and at 06:48 Google Compute Engine also reported the problem. At 07:15, Google announced that the CrowdStrike update was at fault.[8]

CrowdStrike CEO George Kurtz confirmed that CrowdStrike's faulty driver update, not a cyberattack, caused the outage.[2][3]

Technical details

An update to a configuration file (here called a channel file) issued at 04:09 UTC on 19 July 2024 conflicted with the Windows sensor client, causing affected machines to enter a blue screen of death with the stop code PAGE_FAULT_IN_NONPAGED_AREA.[9][10][11] This left machines stuck in a boot loop or in recovery mode.[12][13] The problem primarily affected systems running Windows 10 and Windows 11,[14] while hosts running Windows 7 or Windows Server 2008 R2 are not affected.[11] Systems running Linux and macOS were not affected either.[11]

Remedy

Affected machines could be restored by booting into safe mode or the Windows Recovery Environment and deleting the %windir%\System32\drivers\CrowdStrike\C-00000291*.sys files.[15][5][16] As this process must be done locally on each individual machine, it may take days for affected businesses to restore all systems.[17]

CrowdStrike reverted the content update at 05:27 UTC,[11] and devices booted after the reversal are not affected.[9] At 09:45 UTC, CEO George Kurtz confirmed that the fix was deployed.[18][19]

Impact

Outages were experienced worldwide.[20][21][22] Since many corporate IT systems across the world use Windows and the CrowdStrike software, outages were reported across many business sectors.[23] Globally, at least 3,200 commercial flights have been cancelled and more are expected,[24] as the travel sector in general has been widely affected.[25] CrowdStrike has over 24,000 customers.[26] The number of individual computers affected is hard to pinpoint, as many of the customers are large organisations.[27] In 2021, it was estimated that around 47% of companies in the Fortune 500 list were customers of CrowdStrike.[28] On its website, CrowdStrike claims it has nearly 60% of Fortune 500 companies and more than half of the Fortune 1,000 among its clients.[29]

Australian businesses and government agencies were impacted hugely by the outages, including media companies, airlines, airports, supermarkets, hospitals, universities, law firms, pharmacies, casinos, train networks, petrol stations, stadiums and banks.[30][31] China was largely unaffected by the outage.[32]

Businesses operating in the Netherlands experiencing issues include Schiphol Airport, KNAB bank, Transavia Airlines, Keolis Nederland, government services and hospitals are starting to cancel surgeries and scale down medical care.[33][34]

IT workers,[35] major banks, telecommunications, radio and TV broadcasts are affected in the Philippines.[36] Numerous Singaporean companies, including Singapore Airlines, Scoot, Singapore Post, Singapore Exchange (SGX), SPH Media, Singtel, M1, Grab and DBS Bank, reported various levels of service difficulties throughout the day on 19 July.[37][38]

Air transport

AirAsia passengers queueing at I Gusti Ngurah Rai International Airport, Indonesia, during the outage. The airline's check-in system was impacted.[39]

In North America, a ground stop was issued by United, Delta and American Airlines. Flights in the air continued flying, but no new flights were to take off.[13][40] Allegiant Airlines were also grounded by the outage according to the Federal Aviation Administration (FAA).[1][41] About 1,500 flights were cancelled in the United States due to the outage.[42] Montréal–Trudeau International Airport and Toronto Pearson International Airport were affected in Canada, and Porter Airlines cancelled all flights.[43] Vancouver International Airport was also reportedly affected in Canada, although it was unclear whether this was directly related to the global outages.[44]

Swiss International Air Lines had 30% of flights grounded.[45] Prague Airport[30][46] in Czechia, Budapest Airport[47] in Hungary and Lufthansa[48] in Germany experienced issues. Ryanair's booking and check-in services were unavailable and was "forced to cancel a small number of flights", advising passengers to arrive at airports at least three hours before departure.[49][50] This affected Slovakia's Bratislava Airport.[51] Planes were not allowed to land at Zurich Airport.[48] Wizz Air blamed the incident for its online services going offline.[52][53] Dutch airline KLM suspended most operations, announcing that flight handling is impossible with the issue.[48] Berlin Brandenburg Airport[54] planned to stop flights until 8 (UTC).[55] Near Brussels, Charleroi Airport's employees manually checked passengers in, but other software alleviated issues by 10:00 (UTC+2) and there were minimal delays.[56] ENAIRE's Aena, the Spanish national airport traffic control manager, made reference to an IT outage in their website and social media.[57] All Spanish airports reported disruptions.[58] Charles de Gaulle Airport and Orly Airport both also experienced problems related to check in and suspension of flights.[59] Poznań–Ławica Airport and Warsaw Chopin Airport experienced disruptions in passenger check-in systems, urging passengers to check flight statuses online. An emergency system was activated, but check-in processes were slower.[60]

Several airports experienced difficulties, including Edinburgh, UK whose departure boards froze,[61] and Gatwick Airport, where automatic barcode scanning stopped working and had to be checked manually.[48] Amadeus, which manages UK baggage at Heathrow, said they were affected by the IT outage.[62] Disruption to flights, particularly to and from the United Kingdom, was anticipated but currently minimal in the Isle of Man.[63]

The Berlin Brandenburg Airport announced that since around 07:00 (UTC+2), operational processes were affected by "IT problems at an external provider". While passenger handling continued with some restrictions, there were delays and some flights had to be cancelled by the airlines.[64] Several airlines (Eurowings, Ryanair, Vueling and Turkish Airlines) in Hamburg Airport had to issue tickets by hand.[65] Finnair reported that they are experiencing problems with sending emails and SMS messages to customers.[66] Croatian and Swedish air traffic control were also disrupted.[67][68]

Hong Kong International Airport experienced delays during check-in, primarily for passengers of the local budget carrier Hong Kong Express,[69] resorting to staff members using handwritten signs to direct passengers to different check-in counters. The Hong Kong Airport Authority activated the emergency response, after airline websites and automatic check-in malfunctioned. Local Airlines Cathay Pacific, Hong Kong Express and Hong Kong Airlines's booking systems were unavailable.[70]

In Greece, citizens and tourists experienced significant delays at major airports, notably at Athens International Airport in Athens and at Heraklion International Airport in Heraklion. This disruption, occurring at the peak of the tourist season, resulted in chaotic scenes as passengers were forced to wait for hours for their flights. Contributing factors included severe staff shortages and newly implemented schedules.[71][72] In Heraklion, the airport faced additional challenges with eight flights being recorded as problematic. The airport's chief, George Pliakas, indicated that flights were being manually arranged to manage the disruption, but the influx of arriving flights added further strain to the system.[73][74]

Jeju Air[48] and Spring Japan[48] experienced issues. Jetstar Japan had to cancel many flights (mostly domestic flights).[42][75] Some of the self-check-in kiosks in Singapore Changi Airport were affected, delaying and forcing airlines to switch to manual check in.[37] Cebu Pacific and Philippines AirAsia flights were delayed.[76][77][78] Long queues formed at the Ninoy Aquino International Airport.[79]

Tunisia was spared from the global outage despite temporary airport disruptions.[80] Turkish Airlines cancelled some of its flights to avoid disruptions in flights.[81][clarification needed]

In India, outages were being experienced with Air India, Indigo Airlines, Akasa Air, SpiceJet and Vistara. Handwritten boarding passes were being issued during the outage. The Ministry of Civil Aviation asked and ordered the airlines as well as the airports to be compassionate while providing food as well as seats if need be.[82][83][84][55] As of 18:14 IST (12:44 UTC), over 200 Indian flights were cancelled with the tally of Indigo alone being 192.[85] Only those airlines that had a heavy reliance on Microsoft Azure for all their services, from hosting websites and booking engines to revenue management systems and Departure Control Systems faced the impact.[86]

Christchurch Airport was also having problems in New Zealand.[87] Australian airlines Qantas, Virgin Australia and Jetstar were affected.[88][89] A Sydney Airport spokesperson said that the outage had impacted some airline operations and that "there may be some delays throughout the evening".[90] Melbourne Airport has also been affected, with website statements underlining the "global technology issue" as impacting check-in procedures, and advising passengers to consult with relative airlines.[21] Canberra Airport, Darwin Airport, Adelaide Airport, Perth Airport, Hobart Airport, Launceston Airport and Brisbane Airport were also affected.[30][91][92]

Finance

Payment service disruption in India

Banks in South Africa, including Capitec Bank, were experiencing issues.[47] Several Israeli banks were affected.[93] Banks in the Philippines such as RCBC, Metrobank, LandBank, BDO, UnionBank, BPI, and PNB online systems was down due to the outage.[94][95] E-wallets such as Maya, and GCash were reported also experiencing issues in the Philippines.[96] The website and mobile banking application of DenizBank in Turkey cannot be accessed.[97] Visa was affected.[98]

The RBI (Reserve Bank of India) said in a statement that only a few banks use CrowdStrike tools and many critical systems of most banks do not run on the cloud, hence they are not affected. India's largest bank State Bank of India has reported that none of its services were affected due to the outage.[99] According to RBI's assessment, only 10 banks and NBFCs had minor disruptions which have either been resolved or are being resolved. It has also added that the Indian banking systems are insulated to such outages and have only reported few minor disruptions.[100][101] However, NSE and BSE have said that they have not been impacted amid reports of disruptions.[101]

In Brazil, Bradesco Bank confirmed it was affected as well, and during the morning customers were able to login, and at 12:00 UTC the bank disabled the login button.[102]

New Zealand banks ASB and Kiwibank, the Australian bank Westpac, and the Australian and New Zealand owned bank ANZ had issues.[87]

Microsoft and CrowdStrike stocks fell as a result of the outage. CrowdStrike's stock fell nearly 12 percent in premarket trading early Friday.[103][1]

The London Stock Exchange, while operating normally, was unable to push news updates to its website.[48] English gambling company Ladbrokes Coral and English supermarket chain Morrisons also reported problems.[48]

Apps of Australian banks NAB, Westpac, ANZ, Commonwealth Bank, Bendigo Bank and Suncorp were affected.[30]

Polish banks, including Santander Bank Polska, ING Bank Śląski and mBank, encountered issues related to the outage. Santander BP's helpline, video, and chat services were affected. PKO Bank Polski clarified that its iPKO and IKO services were stable, but other banks faced difficulties.[104]

Norwegian pharmacy chains Apotek1 had to shut down their stores for some time.[105]

In Finland, OP Financial Group reported minor disruptions on investment partner and stock savings accounts.[106]

Sense Bank in Ukraine experienced outages due to the update.[107]

Ground transportation

Traffic disruptions were reported at the US-Canada border,[108] including long delays at the Ambassador Bridge and Detroit-Windsor tunnel in Windsor, Ontario.[109] The Canada Border Services Agency blamed a partial outage of its telephone reporting system which was later resolved.[43] There were long delays and police advised motorists to avoid the area.[110] The Washington Metro Area Transit Authority suffered minor service delays in the early morning in America; their website/live tracking was unavailable until around 9:30 AM on 19 July.[111] The MBTA in Boston lost vehicle tracking and arrival notices for passengers.[112]

Malaysia's railway operator KTMB confirmed that its KITS ticketing system was experiencing technical issues.[113] Transport for Ireland said its apps were down due to the outage.[114] Ireland's Road Safety Authority said it was experiencing "significant disruption" to its National Car Test (NCT) centres.[115]

Fuel stations have also been affected in Australia, with people stuck at fuel pumps unable to pay for petrol because payment systems were not working.[90]

UK rail companies were also affected.[61] Cabs in London were also affected as the customers could not pay via credit or with debit cards and required cash.[48]

Auckland Transport's HOP card in New Zealand had problems.[87] Australian freight train operator Aurizon was affected.[30] Regional trains in NSW, Australia on the Hunter Line and the Southern Highlands Line were cancelled or delayed with the Regional Bus and Train network in Victoria operated by V/Line having all lines suspended.[30][31]

In Singapore, the entrance and exit gantries of over 185 car parks managed by the Housing and Development Board (HDB) were affected.[116]

In Sweden[117] and Belgium[118], tickets for public transport could not be sold.

Healthcare

Many hospitals across North America paused non-urgent surgeries and visits.[119] While remaining open, hospitals have limited, if any, access to patient records.[120] In the United States, Memorial Sloan Kettering Cancer Center postponed all procedures that required anesthesia, the Mass General Brigham hospital system cancelled all non-emergency procedures and medical visits,[121][122] and the Cincinnati Children's Hospital Medical Center was also affected.[123] University Health Network experienced technical issues in Canada, saying hospitals' clinical activity would continue but warning that appointments may be delayed.[108] A number of other Canadian hospitals faced difficulties, with Newfoundland and Labrador Health Services activating contingency plans as patient record systems were affected.[110]

Britain's National Health Service (NHS) said that the issues are "causing disruption in the majority of [English] GP practices",[47] with some of its services, such as GP surgeries, which rely on a software product called EMIS Web, unable to view and manage medical records, issue and manage prescriptions, or make appointments.[48] Manx Radio reported that GP surgeries were impacted in the Isle of Man.[124] The London Ambulance Service experienced an unprecedented surge in 999 and 111 calls following the outage, responding to 4,500 emergency calls by 17:00 (BST).[125]

FPS Public Health in Belgium have confirmed that there were two hospitals impacted and have activated their emergency IT plans. They have also stated there is no impact to care, only to new patient admissions.[126] The National Crisis Center were evaluating the impact in Belgium and stated there had no reports of significant problems in the security sectors and their critical infrastructure (e.g. power plants or transport sector). They also were informed of the issue impacting two hospitals in Belgium.[126] Two hospitals in Lübeck and Kiel, Germany have cancelled non-emergency operations.[48] The Spanish regional governments of Aragon, Basque Country, Castilla-La Mancha, Catalonia and Galicia reported issues with their healthcare services.[127] The Catholic Health system experienced outages that caused delays in services.[123]

Systems in Wesley Hospital and St Andrews Hospital in Brisbane, Australia were affected.[90]

The Central Health Information System of Croatia [hr] in Croatia was affected, although it was clarified that it was due to a concurent issue tied with moving their servers to a new location.[128]

Hospital Fernando Fonseca in Portugal registered problems.[129]

In Israel, Magen David Adom and its emergency service hotline was affected. Hospitals inclduing Sheba Medical Center, Rambam Hospital and Laniado Hospital were experiencing issues, leading to an increase in waiting times and delays in surgeries.[93]

The pharmaceutical company Krka in Slovenia is said to have suffered a full outage of production and sent its workforce home.[130]

Media and communications

Many American TV stations were unable to broadcast because of the global outage. KSHB-TV, one of the affected stations, had to resort to airing national news via Scripps News.[42] ESPN was unable to air the morning editions of SportsCenter on the morning of the outage in America, instead airing ESPN Radio's Unsportsmanlike, simulcasting with ESPN2.[131] ESPN and ESPN2 later simulcasted Get Up! and First Take in place of SportsCenter, albeit without on-air graphics or b-roll.[132][133] Mercedes AMG PETRONAS F1 Team also suffered issues on the Friday of the Hungarian Grand Prix, with a Mercedes spokesperson confirming that the team had to manually address the problem on every computer it used. The issue also affected their engine customers, McLaren, Aston Martin and Williams.[134]

Major IT firms in India such as TCS, Infosys, Oracle, Nokia and others also faced the outage, resulting in thousands of issues raised by employees and devices being stuck in bootloop and unable to recover.[135] The Indian Computer Emergency Response Team, CERT-In, issued a severity rating of 'critical' for the incident.[101]

When some companies let their employees go home early as a result of the incident,[136] the topic "Thank you Microsoft for an early vacation" momentarily became Weibo's most popular term.[137] Universal Studios Japan announced that they would not be selling tickets via ticket booths over the weekend due to the outage; however, tickets would still be sold online or via designated ticket sales sites.[42]

Vodafone experienced outages.[107] The issue affected the office laptops of DPG Media Belgium – which impacts JOE and QMusic Radio, banks, post services, government agencies.[126] Telephone communication with the urban services in Antwerp were also affected.[138] The Centre for Cybersecurity Belgium stated that the impact in Belgium is limited.[126] Sky News was unable to broadcast live in the UK,[139] as was the BBC's CBBC, a free-to-air children's television channel.[48] Irish national broadcaster RTÉ said its newsroom was hit by "intermittent internet outages" with minimal impact to output.[140][141] The Canadian Broadcasting Corporation was also impacted.[43]

Several French TV channels affected by the issues include TF1, TFX, LCI and Canal+ Group networks.[142] Phone and internet service provider Bouygues Telecom has also announced the unavailability of its customer service as a result of the outage.[143] The operations of the 2024 Summer Olympics, scheduled to officially begin a week later in Paris, France, have also been affected. The incident happened a day after the Olympic Village opened, and organisers were processing the arrivals of athletes and delegates. The organising committee said that a contingency plan was activated, and that only the delivery of uniforms and accreditations were impacted. The incident, however, is slowing down the operations with the accreditation desk at the press centre closed, and security checks done manually using a list of names.[48][144]

Australian media firms affected by the issues include the ABC, SBS, Seven Network and Nine Network.[20] Ticketing at Docklands Stadium for Friday night's Australian Football League match between the Essendon Bombers and the Adelaide Crows was affected.[31]

Israel Post was affected[93] and Nova Poshta experienced outages.[107] In the U.S., UPS and FedEx were affected.[145] 

Sim racing service iRacing was also affected by the outage in America.[146] Various Korean online games, like Black Desert Online, Ragnarok Online, and Ragnarok Origin shut down.[147]

Amazon Web Services, eBay, Google Cloud, Instagram, and Plenty of Fish were affected.[98][123]

Government

There were outages in 911 service or disruptions in 911 call centres' operation in some parts of Alaska,[148] Arizona,[149] Florida,[150] Iowa,[151] Indiana,[152] Kansas,[153] Michigan,[154] Minnesota,[155] New York,[156] Ohio,[157] Oregon,[158] Pennsylvania,[159] and Virginia.[151] 911 was down for all of New Hampshire.[160][161] In addition, Alaska is experiencing issues with non-emergency call centres.[161] ADT was also affected.[98]

Government websites in the Philippines, such as the website of the House of Representatives of the Philippines, were down due to the outage.[162]

The City of Toronto was affected.[109] The New Zealand Parliament had problems.[55] Sunshine Coast Council was one of several councils affected in Australia.[30] The National Security Authority spokesman confirmed several institutions in Slovakia were affected.[163]

In the US, the Department of Justice, Department of Homeland Security, Department of Education, Nuclear Regulatory Commission, Federal Trade Commission, NASA, Department of Energy, National Nuclear Security Administration, Department of the Treasury, Department of Veterans Affairs, Federal Aviation Administration, and the Administrative Office of the US Courts were affected.[164] DMV agencies for the states of Georgia, North Carolina, and Tennessee were affected.[165]

Retail

Vanden Borre Outage due to July 2024 global cyber outages
Vanden Borre retail website in Belgium is down due to the outage

Supermarkets in the Philippines were affected due to crashed POS systems.[36] German supermarket chain Tegut closed some of its stores.[166] Customers have also experienced payment issues at Foodstuffs and Woolworths supermarkets in New Zealand.[87] British grocery chain Waitrose had to accept only cash from customers.[167] Australian retailers and fast food chains are also hit by the outage, causing self-checkout and online order systems out of service.[168] Supermarkets affected include Woolworths and Coles, with most stores being forced to cease trading for the day.[30]

KFC AU App Outage due to July 2024 global cyber outages
The KFC mobile app was inaccessible in Australia due to the outage

McDonald's Japan temporarily closed a third of its locations due to issues with cash registers.[165]

Other sectors

DCT Gdańsk, a major container hub in the Baltic port of Gdańsk in Poland, struggled with Microsoft's operating system outage, impacting terminal operations.[169]

In Sweden, the Malmberget mine was evacuated as a precaution.[170] Also in Sweden, tickets for soccer games could not be sold.[171]

Response

In a live interview on NBC's Today, CrowdStrike CEO George Kurtz delivered an apology to the public saying they were "deeply sorry for the impact that we've caused to customers, to travelers, to anyone affected by this, including our companies."[172][173] When pressed by Today anchor Savannah Guthrie on how a single software bug could have such an immediate impact, Kurtz responded, "Our systems are always looking for the latest attacks from these adversaries that are out there."[174] He also withdrew his and Colin Braun's car from the 2024 GT World Challenge America round at Virginia International Raceway.[175][relevant? – discuss]

The Australian government held a national emergency meeting to address the outage. It was declared that the National Coordination Mechanism had been activated, with Prime Minister Anthony Albanese saying "I understand Australians are concerned about the outage that is unfolding globally and affecting a wide range of services. My Government is working closely with the National Cyber Security Coordinator".[87][176] He later said "There is no impact to critical infrastructure, government services or Triple-0 services at this stage. The National Coordination Mechanism was activated and is meeting now".[177] Victorians were advised to call 000 if a fire alarm sounds or smoke is detected, as some automatic alarms in buildings may not automatically call fire services due to the outage.[30]

United States President Joe Biden was in touch with CrowdStrike to offer any assistance if necessary.[42] News sources in the UK have reported that the government's COBR committee had met to discuss the incident.[178]

Industry response

Cybersecurity consultant Troy Hunt characterised the incident as the "largest IT outage in history", comparing the impact with the Y2K bug by saying: "This is basically what we were all worried about with Y2K, except it's actually happened this time".[4]

References

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