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Summary

Microsoft has identified an issue impacting Windows endpoints that are running the CrowdStrike Falcon agent. These endpoints might encounter error messages 0x50 or 0x7E on a blue screen and experience a continual restarting state.

We have received reports of successful recovery from some customers attempting multiple restart operations on affected Windows endpoints.

We are working with CrowdStrike to provide the most up-to-date information available on this issue. Please check back for updates on this ongoing issue.

Resolution

To mitigate this issue, follow these instructions for your version of Windows.

Windows 11Windows 10

  1. Hold the power button for 10 seconds to turn off your device and then press the power button again to turn on your device.

  2. On the Windows sign-in screen, press and hold the Shift key while you select Power > Restart.

  3. After your device restarts to the Choose an option screen, select Troubleshoot.

  4. On the Troubleshoot screen, select Advanced options > Startup Settings, and then select Enable safe mode.​​​​​​​​​​​​​​

  5. Restart your device.

    Note You may be asked to enter your BitLocker recovery key. When the device restarts, continue pressing F4 and then it will log you in to Safe Mode. Please note, for some devices, you need to press F11 to log on through Safe Mode.

  6. Once in Safe Mode, right-click Start, click Run, type cod in the Open box, and then select OK or press Enter.

  7. If your system drive is different than C:\, type C: and then press Enter. This will switch you to the C:\ drive.

  8. Type in the following command CD C:\Windows\System32\drivers\CrowdStrike. In this example, C is your system drive. This will change the directory to the CrowdStrike location.

  9. Once in the CrowdStrike location, locate the file matching “C-00000291*.sys” by entering the command dir C-00000291*.sys and then press Enter.

  10. Permanently delete the file by typing in the command del C-00000291*.sys and then press Enter.

  11. Do a manual search for “C-00000291*.sys” and if it is still there, delete it.

  12. Restart your device.

  1. Hold the power button for 10 seconds to turn off your device and then press the power button again to turn on your device.

  2. On the Windows sign-in screen, press and hold the Shift key while you select Power  > Restart.

  3. After your device restarts to the Choose an option screen, select Troubleshoot.

  4. On the Troubleshoot screen, select Advanced options > Startup Settings, and then select Enable safe mode.​​​​

  5. Restart your device.

    Note You may be asked to enter your BitLocker recovery key.

  6. When the device restarts, continue pressing F4 and then it will log you in to Safe Mode.

  7. Once in Safe Mode, right-click Start, click Run, type cod in the Open box, and then select OK or press Enter.

  8. If your system drive is different than C:\, type C: and then press Enter. This will switch you to the C:\ drive.

  9. Type in the following command CD C:\Windows\System32\drivers\CrowdStrike . In this example C is your system drive. This will change the directory to the CrowdStrike location.

  10. Once in the CrowdStrike location, locate the file matching “C-00000291*.sys” by entering the command dir C-00000291*.sys and then press Enter.

  11. Permanently delete the file by typing in the command del C-00000291*.sys and then press Enter.

  12. Do a manual search for “C-00000291*.sys” and if it is still there, delete it.

  13. Restart your device. ​​​​​​​

Windows Recovery

If you receive the Windows Recovery screen, use one of the following resolutions.

Resolution 1: Use Enable Safe Mode

Windows 11Windows 10

  1. Hold the power button for 10 seconds to turn off your device and thenpress the power button again to turn on your device.

  2. On the Windows sign-in screen, press and hold the Shift key while you select Power > Restart.

  3. After your device restarts to the Choose an option screen, select Troubleshoot > Advanced options > Startup Settings > select Enable safe mode. Then, restart your device.

    Note You might be asked to enter your BitLocker recovery key. When the device restarts, continue pressing F4 and then it will log you in to Safe Mode. Please note, for some devices, you need to press F11 to login through Safe Mode.

  4. If the screen asks for a BitLocker recovery key, use your phone and log on to https://aka.ms/aadrecoverykey. Log on with your Email ID and domain account password to find the BitLocker recovery key associated with your device.

  5. Select the name of the device where you see the BitLocker prompt. In the expanded window, select View BitLocker Keys. Go back to your device and input the BitLocker key that you see on your phone or secondary device.

  6. When the device restarts, continue pressing F4 and then it will log you in to Safe Mode.

  7. Once in Safe Mode, right-click Start, click Run, type cod in the Open box, and then select OK or press Enter.

  8. If your system drive is different than C:\, type C: and then press Enter. This will switch you to the C:\ drive.

  9. Type in the following command CD C:\Windows\System32\drivers\CrowdStrike . In this example, C is your system drive. This will change the directory to the CrowdStrike location.

  10. Once in the CrowdStrike location, locate the file matching “C-00000291*.sys” by entering the command dir C-00000291*.sys and then press Enter.

  11. Permanently delete the file by typing in the command del C-00000291*.sys and then press Enter.

  12. Do a manual search for “C-00000291*.sys” and if it is still there, delete it.

  13. Restart your device. ​​​​​​

  1. Hold the power button for 10 seconds to turn off your device and then press the power button again to turn on your device.

  2. On the Windows sign-in screen, press and hold the Shift key while you select Power > Restart.

  3. After your device restarts to the Choose an option screen, select Troubleshoot > Advanced options > Startup Settings > select Enable safe mode.  Then restart your device again.

    Note You might be asked to enter your BitLocker recovery key. When the device restarts, continue pressing F4 and then it will log you into Safe Mode. Please note, for some devices, you need to press F11 to login through Safe Mode.

  4. If the screen asks for a BitLocker recovery key, then use your phone and log on to https://myaccount.microsoft.com/device-list. Log on with either your Email ID and domain account password or your Microsoft Account (MSA and find the bit locker recovery key associated with your device.

  5. Select the name of the device where you see the BitLocker prompt. In the expanded window, select View BitLocker Keys. Go back to your device and input the BitLocker key that you see on your phone or secondary device.

  6. When the device restarts, continue pressing F4 and then it will log you in to Safe Mode.

  7. Once in Safe Mode, right-click Start, click Run, type cod in the Open box, and then select OK or press Enter.

  8. If your system drive is different than C:\, type C: and then press Enter. This will switch you to the C:\ drive.

  9. Type in the following command CD C:\Windows\System32\drivers\CrowdStrike. In this example, C is your system drive. This will change the directory to the CrowdStrike location.

  10. Once in the CrowdStrike location, locate the file matching “C-00000291*.sys” by entering the command dir C-00000291*.sys

  11. Permanently delete the file by typing in the command del C-00000291*.sys and then press Enter.

  12. Do a manual search for “C-00000291*.sys” and if it is still there, delete it.

  13. Restart your device. ​​​​​​​

Resolution 2: Use System Restore

Windows 11Windows 10

  1. Hold the power button for 10 seconds to turn off your device and then press the power button again to turn on your device.

  2. On the Windows sign-in screen, press and hold the Shift key while you select Power > Restart.

  3. After your device restarts to the Choose an option screen, select Troubleshoot > Advanced options and then select System Restore.

  4. If the screen asks for a BitLocker recovery key, use your phone and log on to https://myaccount.microsoft.com/device-list. Login with either your email id and domain account password or your Microsoft Account (MSA and find the bit locker recovery key associated with your device.

  5. Select the name of the device where you see the BitLocker prompt. In the expanded window, select View BitLocker Keys. Go back to your device and input the BitLocker key that you see on your phone or secondary device.

  6. Click Next on System Restore.

  7. Select the Restore option in the list, select Next, and then select Finish.

  8. Click Yes to confirm the restore.

    Note This will perform just the Windows system restore and personal data should not be impacted. This process might take up to 15 minutes to complete.

  1. Hold the power button for 10 seconds to turn off your device and then press the power button again to turn on your device.

  2. On the Windows sign-in screen, press and hold the Shift key while you select Power > Restart.

  3. After your device restarts to the Choose an option screen, select Troubleshoot > Advanced options, select System Restore.

  4. If the screen asks for a BitLocker recovery key, use your phone and log on to https://myaccount.microsoft.com/device-list. Login with either your e-mail id and domain account password or your Microsoft Account (MSA and find the bit locker recovery key associated with your device.

  5. Select the name of the device where you see the BitLocker prompt. In the expanded window, select View BitLocker Keys. Go back to your device and input the BitLocker key that you see on your phone or secondary device.

  6. Click Next on System Restore.

  7. Select the Restore option in the list, click Next, and then click Finish.​​​​​​​

  8. Click Yes to confirm the restore.

    Note This will perform just the Windows system restore and personal data should not be impacted. This process might take up to 15 minutes to complete.

Need more help?

If after following the above steps, if you still experience issues logging into your device, please reach out to CrowdStrike for additional assistance.

The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. We make no warranty, implied or otherwise, about the performance or reliability of these products.

We provide third-party contact information to help you find technical support. This contact information may change without notice. We do not guarantee the accuracy of this third-party contact information.

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