Microsoft outage caused by CrowdStrike's faulty sensor configuration update; normalcy returning gradually

A widespread IT outage on July 19 which disrupted operations for numerous organizations globally, was caused by a faulty sensor configuration update in Microsoft Windows systems, a statement released by CrowdStrike said.

CrowdStrike is a US-based cybersecurity firm founded in 2011 which offers a range of security services using cloud-based software. It boasts of protecting 538 out of the Fortune 1000 companies.

According to CrowdStrike, a software update led to a logic error, triggering system crashes and resulting in the notorious ‘blue screen of death’ on numerous devices.

It detailed that the logic error, which caused widespread disruption, has been rectified, and systems are gradually returning to normalcy.

The outage predominantly affected customers using Falcon sensors for Windows version 7.11 and above who were online at specific times on July 19.

CrowdStrike clarified the issue stating, “The issue originated from a sensor configuration update intended as part of Falcon platform’s ongoing protection mechanisms. This update, deployed at 04:09 UTC, aimed to address newly detected malicious named pipes used in cyberattacks. Unfortunately, it induced a logic error leading to operating system crashes.”

The cybersecurity firm emphasized that the incident was not due to a cyberattack. Microsoft also acknowledged the issue, noting that Virtual Machines running Windows Client and Windows Server with the CrowdStrike Falcon agent could experience a bug check.

The disruption's impact began around 9:39 am IST on July 19, coinciding with the rollout of the CrowdStrike update.

"This was a significant internal malfunction," stated George Kurtz, CEO of CrowdStrike. “Our teams worked around the clock to identify and rectify the problem, ensuring no security breaches occurred,” he said.

Satya Nadella, Chairman and CEO of Microsoft tweeted about CrowdStrike, “Yesterday, CrowdStrike released an update that began impacting IT systems globally. We are aware of this issue and are working closely with CrowdStrike and across the industry to provide customers technical guidance and support to safely bring their systems back online.”

In response, Microsoft acknowledged the issue and emphasized its commitment to resolving the situation promptly. "We are actively working to fix the technical problems affecting our cloud services," said a Microsoft spokesperson. “Our primary goal is to restore full functionality and support our customers during this recovery phase.”

The outage had far-reaching effects, most notably in the aviation sector, where over 1,100 flights were canceled, and more than 1,700 were delayed across the United States.

Passengers at various airports experienced significant frustration and confusion. One passenger at Hyderabad, bound for Kolkata, shared a post on X (formerly Twitter), “The Microsoft / CrowdStrike outage has taken down most airports in India. I got my first hand-written boarding pass today.”

Indian actor Arjun Rampal was among those affected. Speaking to ANI, he said that he had to catch an earlier flight because the servers were down.

The actor told the news agency, “Their servers are down, I don't know what has happened. I also have a ticket for another airline. I am going there.” When asked about any further information on the cause of the delay, the actor joked, “I don't know, you should ask the airline.”

Prominent figures in the tech and business world also reacted to the incident. Taking to X, Tesla CEO Elon Musk highlighted the need for robust cloud infrastructure, saying, “This incident highlights the critical need for diversified and resilient cloud services to prevent such widespread disruptions.”

An old quote from Steve Jobs also resurfaced, emphasizing the importance of simplicity and reliability in technology.

As memes and reactions spread on social media, an old interview of the former CEO of Apple who died in 2011 also sparked a discussion.

In an interview with tech journalist Bob Cringely, Jobs had said, "The only problem with Microsoft is that they just have no taste. They have absolutely no taste. And what that means is - I don't mean that in a small way. I mean that in a big way. They don't think of original ideas and don't bring much culture into their products."
Jobs had further explained that his concern wasn't about Microsoft's success but rather the quality of their products.

“Well, why is that important? Well, proportionally-spaced fonts come from typesetting expertise and beautiful books. That's where one gets the idea. If it weren't for the Mac, they would never have that in their products. So, I guess I am saddened. Not by Microsoft's success. I have no problem with their success. They've earned their success for the most part. I have a problem with the fact that they just make really third-rate products,” he had said.

Bhavish Aggarwal, CEO of Ola, posted on X, "On the Microsoft outage, here’s the main thing I feel we can do. Outages are momentary with no deliberate intent to cause harm. Can happen once in a while to any company. But it represents an outcome that could also happen due to deliberate action by bad actors and intentions. And since 80% of our data is stored outside India, we won’t be able to do anything. Govt needs to recognize the risk of our data residing globally and bring more stringent data localization norms and action to address these risks.”