Dell PC self-help process to fix the BSoD (Blue Screen of Death)
Please restart your SCU computer
If you are experiencing the BSoD issue, a fix to the offending file has been pushed out to all SCU computers. It may take several restarts for the fix to be applied. Please restart your SCU computer at least 4 times (or until it boots normally with no further BSoD events). If the BSoD events continue, then please proceed to the recommended fixes below.
In order remove the bitlocker and restore an SCU fleet computer to normal operation you will need a bitlocker key and follow the procedure to apply it.
Step 1: Obtaining the Bitlocker key
- Bitlocker keys are individual to the SCU computer and are available in Active Directory. Only TS staff have access to this, and can provide this key upon a request. The request must has have the following information.
- You will need to supply the asset number of the computer (number on a yellow or white sticker)- If you are assisting TS to unlock computers, please request this via the Teams channel "Service Desk Bitlocker Support" (if you are assisting and need access to this channel, please reach out to Dan Munro). The link is TS - Service Desk Bitlocker Support | General | Microsoft Teams
- The Service Desk will grab the key from Active Directory and provide it back in the same channel. Service Desk staff only procedure can be found here.
Step 2: Applying the key
The computer will initially be in the BSoD state
Requirements to this proceedure
You will need the following to apply the Bitlocker key:
For all:
- Wired network connection (recommended by CrowdStrike, Wifi may work) i.e. plugging the laptop into the blue ethernet cable.
- Request lodged via the Service Desk or via the "Service Desk Bitlocker Support" Teams channel
TS only
- An account with local admin rights (its usual for staff accounts to have this and the CSINSTALL account can be used as an alternative).
- Access to the AD admin console to recover the BitLocker key (48 digit).
After BSoD event, the computer will automatically reboot to the "Recovery" window.
- Select "See advanced repair options".
- On the resulting screen "Choose an Option" please select "Troubleshoot".
The resulting screen will provide the "Advanced options"
- Select startup settings and reboot
- The system will ask to restart the computer to start on the Startup Settings
- Next step is to apply the Bitlocker key (Key provided in step 1: Attaining the Bitlocker key).
- You will need to enter the 48 digit key manually.
- Select 'Enter' to restart the computer.
Enter the Safe Mode.
- After the computer restarts, you will arrive at "Startup Settings"
- Select number 5, "Enable Safe Mode with Networking"
Step 3: Removing CrowdStrike (C-00000291*.sys)
- Open a Windows Explorer window and copy/paste %WINDIR%\System32\drivers\CrowdStrike and hit enter.
- Locate the file matching “C-00000291*.sys”, and delete it.
- Reboot!
At this point the computer should be restored. If there are still issues, please contact the Service Desk via the Teams channel "Service Desk Bitlocker Support" (or by contacting the Service Desk directly).
Notify TS via the Teams channel "Service Desk Bitlocker Support" (or by contacting the Service Desk directly) to Update the spreadsheet - Asset Update (TS staff can do this directly).