As a result of widespread IT outages in July of this year caused by a flawed Crowdstrike update, some Stanford community members found themselves needing their Windows computers' encryption recovery keys to unlock encrypted hard drives.
Crowdstrike is security software for macOS and Windows used at Stanford and around the world. Encryption recovery keys are unique to any given computer and are similar to passwords. They can be used in an emergency to unlock an encrypted and otherwise inaccessible computer.
More than 700 help request tickets were opened with the University IT (UIT) Service Desk as a consequence of the July incident. A need for recovery keys arose in great numbers, because system crashes were common and often forced a reboot for Windows computers. This would sometimes then cause a recovery key to be required.
While the Service Desk is a great resource, remember that your best first step is to use the available self-service option for faster, easier resolution.
When you might need the encryption recovery key
You might need your encryption recovery key if:
- your device is encrypted with Stanford Whole Disk Encryption, and
- your device undergoes changes or updates that require a reboot, and
- you do not know or remember the password that unlocks your drive.
When you find yourself in this situation or a similar one, you will need the encryption recovery key for the affected computer.
How to use the self-service process
The self-service process to access your encryption recovery key is available for computers managed by Jamf or BigFix, or monitored by Very Lightweight Reporting Engine (VLRE) provided you opted to have VLRE escrow your recovery key.
Review self-service instructions for accessing your computer's encryption recovery key.
More help
If you are still unable to gain access to your computer and log in successfully, contact your local IT support or contact University IT by phone at (650) 725-4357 or with a Help ticket.
