keystone - Bitlocker Keys required for start-up – Incident details

All systems operational

Bitlocker Keys required for start-up

Resolved
Partial outage
Started about 2 years agoLasted 5 days

Affected

KeyStone Service Desk

Partial outage from 2:54 PM to 12:04 PM

General Announcement

Partial outage from 2:54 PM to 12:04 PM

Updates
  • Resolved
    UTC
    Resolved

    We are still working on the last case-by-case issues related to this incident. If you are experiencing any persisting or new issues, please call our service desk at 423.464.6424 Option 1 to report your issue so we can prioritize it.

  • Update
    UTC
    Update

    Last night, our engineering team pushed and tested a rollback of the trouble component. We are confident that this will eliminate any further impact, but are leaving this case open until we get past a couple of days. However, if you experience anything related to the described behavior, please call our service desk at 423.464.6424 Option 1 to report your issue so we can prioritize it.

  • Update
    UTC
    Update

    We have successfully identified the machines that could potentially be impacted, and are working with our platform vendor to pull some historical reports to help us narrow down the final fixes. For now, our standing guidance: Do not reboot any Dell machine that hasn't already prompted for a Bitlocker key. We will post here with any updates.

  • Investigating
    UTC
    Investigating

    We are aware of a bug related to Bitlocker causing some DELL computers to be unable to boot fully after a restart. Our team is investigating a fix and roll-back of any impacted machines. In the meantime, we urge our user NOT to reboot for any reason until we have been able to track down the root cause of this issue, and have deployed a fix. We apologize for any impact and are working diligently for the fastest resolution. If you are placed in an urgent situation, please call our offices so we can assist you with a work-around.