The global technology outage caused by a faulty software update from cybersecurity firm CrowdStrike disrupted flights, small businesses, and government offices on Friday. The outage affected computers running Microsoft Windows, highlighting the fragility of a digitized world dependent on a handful of providers. Starbucks customers were unable to place orders online or via mobile apps.
The coffee shop chain apologized for the problem and reassured customers that most of its stores and drive-thrus remained operational. Health care providers in the U.S., Canada, and England experienced disruptions. Hospitals canceled or rescheduled elective procedures, and some paused procedures requiring anesthesia.
Emergency departments and facilities continued providing care. Britain’s National Health Service reported problems at most doctors’ offices, but the emergency services number remained unaffected. Air travelers faced significant impacts, with airlines such as American Airlines, Delta Air Lines, United Airlines, Spirit Airlines, and Allegiant Air grounding flights.
The outage disrupted systems used for checking in passengers and calculating aircraft weight. Passengers shared images of crowded airports and lengthy waits on social media. Border crossings into the U.S. were delayed.
The San Ysidro Port of Entry experienced gridlock, with pedestrians waiting up to three hours.
CrowdStrike outage impacts multiple sectors
U.S.-Canada border crossings at the Ambassador Bridge and the Detroit-Windsor tunnel also faced long delays.
CrowdStrike, the U.S. cybersecurity company behind the software update, has quickly grown to become a leading provider of cloud-based security technology to numerous global companies since its founding in 2011. On July 19, 2024, CrowdStrike released a content configuration update for the Windows sensor that unexpectedly resulted in a system crash. The company has since mobilized to address the issue, restore affected systems, and implement measures to prevent future occurrences.
CrowdStrike has taken actions such as updating testing procedures, improving deployment processes, enhancing customer control, implementing validation measures and bounds checking, engaging third-party reviews, and maintaining continuous communication with affected customers. By July 29, 2024, approximately 99% of Windows sensors were back online. CrowdStrike founder and CEO George Kurtz expressed gratitude for the collaboration of customers and partners in addressing the issue swiftly and reaffirmed the company’s commitment to customer protection and transparency.
Delta Air Lines faced significant challenges for a fourth consecutive day in its efforts to recover from the global IT outage. Transportation Secretary Pete Buttigieg addressed Delta’s CEO Ed Bastian, voicing concerns over the high number of cancellations and the complaints received from affected passengers. Delta has canceled over 5,500 flights since the onset of the outage, with at least 700 additional cancellations reported on Monday.
The airline’s Chief Information Officer, Rahul Samant, highlighted the difficulty in restarting systems that manage traffic and crew assignments. Passengers shared their frustration with the lack of information and coordination. Delta’s CEO, Ed Bastian, assured that the airline is making progress and expects gradual improvements over the next few days.
However, passengers should anticipate ongoing disruptions as the technical team works to bring systems back online and resolve the backlog of issues.
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