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IT glitch caused delays in flights, business operations across Commonwealth

by | Jul 19, 2024 | ALLFFP, state, Technology

BY Paige Gross, Virginia Mercury

Air travel, banking, media and hospital systems are just some of the industries affected by a bug in a software update that scrambled business operations for many globally Friday morning.

Many of those who use Microsoft Windows are likely experiencing a “blue screen of death” or an error page. The issue is due to a single bug in a software update from cybersecurity company CrowdStrike, which provides antivirus software for Microsoft users.

The company pushed out an update to the software overnight, and at 1:30 a.m. EST, CrowdStrike said its “Falcon Sensor” software was causing Microsoft Windows to crash and display a blue screen, Reuters reported.

CrowdStrike President and CEO George Kurtz released a statement early Friday morning on X, saying that the incident was not a security concern or a cyberattack. He added that the issue has been identified and that the company has been deploying a fix.

“We refer customers to the support portal for the latest updates and will continue to provide complete and continuous updates on our website,” Kurtz said.

The bug was causing major delays and cancellations at airports across the globe. Flight tracking data site FlightAware noted nearly 24,000 delays and 2,300 cancellations globally by 9:30 a.m. Friday. While some airlines have been able to resume operation of their digital systems, others are finding analogue solutions in the meantime.

The U.S. Department of Transportation said it was monitoring the situation and suggested those experiencing travel delays and cancellations to use its FlightRights.gov website to help navigate their delays in travel.

Some states’ 911 and non-emergency lines were experiencing issues, including AlaskaVirginia and New Jersey.

The major tech snafu reverberated throughout Virginia, where 30% of Friday’s flights at Richmond International Airport were cancelled or delayed. At Dulles Airport in Northern Virginia, multiple airlines reported system outages “that are impacting flight operations,” according to a tweet posted on the airport’s X account Friday. Metro’s website and some internal services were down Friday morning, as well as the MetroAccess call center. Various hospitals, businesses and emergency services across the commonwealth were also impacted.
Virginia Gov. Glenn Youngkin released a statement on Friday morning that said the state assessed how the tech outages were unfolding in Virginia and found that “government administrative functions are experiencing disruptions, and we are coordinating with local, regional and federal authorities and private sector critical infrastructure partners in order to reestablish normal operations.” The governor asked the public to be patient amid delays as officials work to resolve the problems.

Microsoft released a trouble shooting guide on X early Friday morning.

By 10 a.m. Friday, some global companies were seeing relief in their outages. Downdetector, which tracks real-time outages, showed companies like Visa, Zoom, UPS and Southwest Airlines gaining more normal operations than they were experiencing in the early morning hours.

Speaking to the hosts of Today this morning, Kurtz said he was “deeply sorry for the impact we’ve caused to customers, to travelers, to anyone affected.” He said some customers have been able to reboot and are seeing progress getting online, and that trend will likely continue throughout the day.

Effects from the global IT outage Friday continued to be felt throughout the day, especially by government systems and transportation hubs.

Around 4 p.m. EST, Kurtz released more statements on X, reiterating that the outage was not a security breach.

“We understand the gravity of the situation and are deeply sorry for the inconvenience and disruption,” he said. “We are working with all impacted customers to ensure that systems are back up and they can deliver the services their customers are counting on.”

Kurtz said the company is working on a “technical update and root cause analysis” that they will share with customers, and shared a letter that was sent to customers and partners.

“We know that adversaries and bad actors will try to exploit events like this. I encourage everyone to remain vigilant and ensure that you’re engaging with official CrowdStrike representatives. Our blog and technical support will continue to be the official channels for the latest updates,” it said. “Nothing is more important to me than the trust and confidence that our customers and partners have put into CrowdStrike. As we resolve this incident, you have my commitment to provide full transparency on how this occurred and steps we’re taking to prevent anything like this from happening again,” it continued.

Virginia Mercury Editor Samantha Willis contributed to this story. 

(This story was originally published in the Virginia Mercury and is being republished here with permission).

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