Chaos and Confusion: Tech Outage Causes Disruptions Worldwide

Airlines, hospitals and people’s computers were affected after CrowdStrike, a cybersecurity company, sent out a flawed software update.

Airlines grounded flights. Operators of 911 lines could not respond to emergencies. Hospitals canceled surgeries. Retailers closed for the day. And the actions all traced back to a batch of bad computer code.

A flawed software update sent out by a little-known cybersecurity company caused chaos and disruption around the world on Friday. The company, CrowdStrike, based in Austin, Texas, makes software used by multinational corporations, government agencies and scores of other organizations to protect against hackers and online intruders.

But when CrowdStrike sent its update on Thursday to its customers that run Microsoft Windows software, computers began to crash.

The fallout, which was immediate and inescapable, highlighted the brittleness of global technology infrastructure. The world has become reliant on Microsoft and a handful of cybersecurity firms like CrowdStrike. So when a single flawed piece of software is released over the internet, it can almost instantly damage countless companies and organizations that depend on the technology as part of everyday business.

“This is a very, very uncomfortable illustration of the fragility of the world’s core internet infrastructure,” said Ciaran Martin, the former chief executive of Britain’s National Cyber Security Center and a professor at the Blavatnik School of Government at Oxford University.

A cyberattack did not cause the widespread outage, but the effects on Friday showed how devastating the damage can be when a main artery of the global technology system is disrupted. It raised broader questions about CrowdStrike’s testing processes and what repercussions such software firms should face when flaws in their code cause major disruptions.

George Kurtz, CrowdStrike’s chief executive, said that the company took responsibility for the mistake and that a software fix had been released. He warned that it could be some time before tech systems returned to normal.

“We’re deeply sorry for the impact that we’ve caused to customers, to travelers, to anyone affected by this,” he said in an interview on Friday on NBC’s “Today” show.

Satya Nadella, Microsoft’s chief executive, blamed CrowdStrike and said the company was working to help customers “bring their systems back online.” Apple and Linux machines were not affected by the CrowdStrike software update.

A White House official said the administration was in “regular contact” with CrowdStrike and had convened agencies to assess the impact of the outage on the federal government’s operations.

But problems stemming from CrowdStrike’s products have surfaced before. In April, the company pushed a software update to customers running the Linux system that crashed computers, according to an internal CrowdStrike report sent to customers about the incident, which was obtained by The New York Times.

The bug, which did not appear to be related to Friday’s outage, took CrowdStrike nearly five days to fix, the report said. CrowdStrike promised to improve its testing process going forward, according to the report.

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