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I'm a software engineer stranded in the IT-outage airport chaos. CrowdStrike broke a cardinal rule of software development, and I can't believe the fallout.

• Ahmed Al Sharif works in software engineering and consumer electronics and previously worked for Meta.
• The CTO found himself caught up in the outage-induced travel chaos on Friday.
• He said CrowdStrike broke a cardinal rule for developers, and the fallout has been eye-opening. 

This as-told-to essay is based on a transcribed conversation with Ahmed Al Sharif, 32, the CTO of Sandsoft, a game developer. Al Sharif was stranded at Barcelona airport amid the IT outage disrupting travel and other services. The following has been edited for length and clarity.

I've worked in tech for close to two decades. I've been a software engineer and startup founder, and have worked for large companies like Electronic Arts and  Meta .

I was supposed to be flying from Barcelona-El Prat Airport to London Heathrow on business at 11 a.m. local time.

I was surprised to arrive and find the flights shuttered. I was also surprised to learn there had been significant malfunctions across multiple Windows-based systems at the airport. It took some digging to find out that it was a global event.

Even as an engineer, the outage has been strange to witness. I didn't believe there was this much dependency on a single piece of third-party software or that pushing an update irresponsibly would cause this much havoc.

I realized the IT outage was happening after I arrived to chaos at the airport

I left for the airport at 8 a.m. Before I got there, there were some early signs of something being wrong.

I couldn't log in to my online banking app, and things were a bit slow when I logged into my Outlook-based email, but I chalked it up to my hotel WiFi.

When I got to the airport at around 8:20 a.m., it was packed. The queues were endless. Several check-in desks displayed blue screens, and no one was being processed. I realized something bigger was happening.

I couldn't understand where to queue, and when I asked an airport advisor, they said there was no point queuing now because there was a problem with the ticketing, booking, and reservation systems.

I asked if our airport was the only one affected, and they told me that it was happening everywhere.

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That's when my furious Googling began. I realized that the issue was with CrowdStrike , and it was happening globally.

Disruptions at the airport continued throughout the day

Over the course of the day, baggage-drop machines, vending machines, and most display boards at the airport weren't working.

Check-ins were being done manually. Before I was given a handwritten paper ticket, I had to prove I had booked a flight for that day by showing staff my emails as proof of payment. Anyone with checked luggage had to bring it to the gate, and airport staff were throwing it into the cargo hold by hand.

My own flight has been delayed by six hours, and I'm still in the airport as we're speaking. It's been annoying and inconvenient, but thankfully, the company is covering my travel, and they understand the situation is out of my control.

I've spoken to people waiting in the airport for 11 hours. People seem pretty frustrated.

I was surprised to learn about CrowdStrike's dominance on Microsoft devices

During my delay, I've been trying to understand the situation more. It's quite intriguing and reveals that we've taken for granted how interconnected our world is and how dependent we are.

I was surprised to learn that the cascading failures were caused by an update CrowdStrike pushed early Friday morning.

CrowdStrike is well-known in the cybersecurity industry , but until today, I don't think anyone was aware of its dominance as a platform on Windows. It didn't cross my mind that a third-party solution could cause this much damage to Windows-based machines.

One of the cardinal rules of software development is that you typically don't want to push a fix later in the week or on a Friday. You'll have less support trying to fix any issues and the weekend is gone.

It feels like cardinal rules were broken. However, CrowdStrike might have evidence to suggest that this is a freak accident, so I don't think it's fair to point fingers too much.

I've seen people comment on this situation about diversification and companies not relying on just one or two providers. I don't think that's realistic.

Windows is commonly used. In any free market economy, the best-performing and most suitable product will dominate the market.

We need more stringent reviewing and a better understanding of the tools we use on critical infrastructure. The impact here was so big because it affected infrastructure like airports, railway stations, and hospitals. It's going to cost the economy a lot.

Had there been more due diligence or even government regulation, I don't think this would have happened.

I'd expect that after this, government authorities will expect widely used platforms like CrowdStrike to notify them before they push changes like this.

Technology will shape our future, so we need to consider how we regulate it

We haven't seen the full impact of this outage, and it's definitely put into perspective how the little devices we keep in our pockets dictate the rhythms of our lives.

I don't think anyone really understood the true scope and presence of CrowdStrike before Friday.

I still see our future becoming increasingly automated. There will probably be many more situations like this, especially as our society pushes toward more automation. I still think technology is a good thing, but it's made me want to get my bills in the post now and then.

It usually takes a horizon event like this for lessons to be learned. I don't think technology is intrinsically good or evil; it depends on how it's used and regulated.

Correction: July 20, 2024 — An earlier version of the story misstated how long Al Sharif had worked in tech. He has worked in tech roles for close to two decades, including as a teenager, not "decades," as originally stated.

Watch: Global computer glitch grounds flights, knocks out 911

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Day of chaos: How CrowdStrike outage disrupted 911 dispatches, hospitals, flights

The first hints of imminent global chaos came in the dead of night. 

A U.S cybersecurity firm that serves hundreds of Fortune 500 companies alerted clients a software glitch was causing computer users' worst nightmare: the “Blue Screen of Death.” CrowdStrike blamed a botched update to its “falcon Sensor software” in the 1:30am ET alert, saying it was causing Microsoft Windows to crash .

When Ty McKinnie arrived in the early morning hours at New York’s LaGuardia Airport, he was unaware of the brewing storm and unprepared for the blue death screens all around him. McKinnie, a 31-year-old musician and filmmaker, was focused on getting home to North Carolina for his grandfather’s funeral.

“I'm thinking “Oh, it’s a display issue, someone needs to fix the computer,’” he said. “I didn’t think it was an actual worldwide system going down.”

Like many Americans , McKinnie took to social media to share his confusion, where he quickly realized that the issue wasn’t just hitting New York. The outage had impacted more than 10,000 flights , knocked parts of public transit systems offline, disrupted operations at hospitals and 911 call centers, and sent global stocks sliding.

As the day unfolded hour by hour, blue screen by blue screen, tech issues cropped up in vastly different industries, reminding people across the country and the world just how much society has come to rely on interconnected technology - and how vulnerable that has made us to a software glitch or cyberattack.

McKinnie’s flight would be delayed twice before it was finally canceled, forcing him to spend hours in a rebooking line so long it wrapped around itself like a snake. By the time McKinnie made it to the front, no other flight out would get him to the funeral on time. Even if he drove, he’d miss it. He said he left the airport six hours after he'd arrived “defeated, really angry, with tears in my eyes.”

"I just hope this doesn't happen again to this scale. I mean, things happen, but the fact that this is a massive thing, and it's not just airlines, it's banks, it's computer systems," he said. "For things to be this interconnected, it shouldn't be this easily penetrable."

Live updates: Global tech outage hits airlines, banks, health care and public transit

911 dispatchers turn to pen and paper during CrowdStrike crisis

Within hours of CrowdStrike sending out its alert, the outage struck 911 call centers across the country.  

In Alaska, both non-emergency and 911 calls went unanswered at multiple dispatch centers for seven hours.

Some personnel were shifted to the centers that were still up and running to help with their increased load of calls, while others switched to analog phone systems, Austin McDaniel, state public safety department spokesperson, told USA TODAY in an email. McDaniel said they had a plan in place, but the situation was "certainly unique.”

Agencies in at least seven states reported temporary outages, including the St. Louis County Sheriff's Office , the Faribault Police Department in Minnesota, and 911 systems in New Hampshire , Fulton County, Indiana , and Middletown, Ohio . Reports of 911 outages across the country peaked at more than 100 on Friday just before 3 a.m., according to Downdetector .

In Noble County, Indiana, about 30 miles northwest of Fort Wayne, 911 dispatchers were forced to jot down notes by hand when the system went down in the early morning hours, according to Gabe Creech, the county's emergency management director. While the outage persisted from 1 a.m. to 3 a.m. ET, some calls were routed to dispatchers in surrounding counties who could transfer information back to Noble County first responders, he said.

"We had to switch over to our backup 911 system," said Creech.

A White House wake-up call on CrowdStrike

Anne Neuberger, deputy national security adviser for cyber and emerging technology, started her day with a 4 a.m. ET wakeup call from the White House Situation Room on the developing CrowdStrike crisis. Neuberger said during a panel at the Aspen Security Forum Friday that she spent the morning assessing the outage's impact on the nation’s critical infrastructure sectors and spoke with George Kurtz, CrowdStrike’s CEO, POLITICO reported.

President Joe Biden was briefed on the outages, and his team was in touch with the cybersecurity firm, as well as with impacted companies and agencies, according to the White House. Biden would receive "sector-by-sector updates throughout the day and is standing by to provide assistance as needed," the White House added.

Kurtz, meanwhile, apologized for the disruptions in an early morning interview with NBC's Today and said in a post on X at 5:45 a.m. ET that the issue had been identified, a fix had been deployed, and the company would "continue to provide complete and continuous updates on our website." He stressed that the incident was "not a security incident or cyberattack."

Dmitri Alperovitch, CrowdStrike's former chief technology officer, is a member of the Biden administration's Homeland Security Advisory Council , which is meant to provide advice and expertise to support decision-making "across the spectrum of homeland security operations." Alperovitch declined to comment Friday to USA TODAY, either in his capacity as a former top CrowdStrike official or in his current role on the Homeland Security Advisory Council.

"I am not there anymore and not commenting," he said in a text, in reference to CrowdStrike. 

Doctors appointments, medical procedures canceled across country

Shahana Hanif, a New York City councilmember in Brooklyn, commuted forty-five minutes to her doctor’s appointment this morning before being told all appointments were canceled because of the tech outage.

“I’m grateful that this was a non-urgent matter but, interruptions in patient care and treatments can have serious consequences,” Hanif said in a post on X.

The outage indiscriminately impacted healthcare services across the country. American Hospital Association officials were working with the federal government and facilities nationwide to address the outage and “understand its scope and impact,” said John Riggi, the AHA’s national advisor for cybersecurity and risk.

Mass General Brigham in Boston canceled previously scheduled non-urgent surgeries, procedures and medical visits, according to a statement sent to USA TODAY. Its facilities remained open for urgent health concerns and emergency department visits and continued treating patients who were receiving care in the hospital.

In the Midwest, Cincinnati Children's Hospital said many of its Microsoft-based computer systems were down, which forced the hospital to cancel appointments before 10 a.m. ET. Patients were told to expect delays throughout the day. 

Doreen McGettigan, 65, of suburban Philadelphia, said she’s feeling angst-ridden because Penn Medicine canceled an appointment to check whether her colon cancer is still in remission. Despite multiple attempts both online and over the phone, she was unable to reschedule the appointment because the hospital was overwhelmed with calls and queries due to the outage.

Timing is critical for McGettigan. If she’s unable to get her scan done next week, she’ll be forced to delay an appointment with her oncologist who needs the scan to verify she’s still in remission. It also could interfere with a vacation and an unrelated surgery scheduled next month.

“Anxiety for cancer patients is a real thing – and it’s terrifying,” said McGettigan. “I'm just trying to keep telling myself this is the world we live in right now, and I just have to be calm.”

CrowdStrike-caused outages delay commuters and transit

Just as many Americans were beginning their commute Friday, public transit systems across the U.S., including Washington’s Metropolitan Area Transit Authority in D.C., the New York’s Metropolitan Transportation Authority, Metro Transit in Minneapolis, Cincinnati Metro and Oakland, California-based Alameda-Contra Costa Transit District were hit with delays, website and app outages, problems with their social media feeds and issues with payment and ticketing systems.

Delays on some commuter rail lines in the Chicago area were as long as 45 minutes, The Chicago Tribune reported . Chicago Transit bus and rail service was not affected.

The outage also affected operations at U.S-Canada and U.S.-Mexico border crossings.

CBP One, an app developed by U.S. Customs and Border Protection for migrants, travelers, bus operators, pilots, commercial truck drivers and others, was experiencing technical issues. Customs and Border Protection’s desktop border wait times website appeared to be experiencing an outage as well.

The Detroit Free Press reported stalled traffic on the Ambassador Bridge, which connects the city with Windsor, Ontario, Canada. “Vehicles appeared to be going about 10 mph into America and moving a little faster—about 25 mph—into Canada,” the outlet, part of the USA TODAY Network , reported just before 9 a.m. Traffic was also slow at the Detroit-Windsor Tunnel, more so for those entering the U.S. than those going to Canada.

Doug Witten, who was stuck in traffic Friday on the Blue Water Bridge to Canada, warned that the incidents were an example of just how vulnerable and interconnected our digital systems are and why threat protection from criminals, terrorists and foreign nations is so vital.

"What I'm scared about, as a cyber security professional, is what could happen," Witten, an assistant professor of computer science at Wayne State University, told the Free Press. "If this were an attack, we wouldn't be recovering from it."

Contributing: Josh Meyer, Gabe Hauari, Kim Hjelmgaard, Christopher Cann, Felecia Wellington Radel, Adrianna Rodriguez, Bailey Schulz, Zachary Schermele, Cybele Mayes-Osterman, Phaedra Trethan, and Ken Alltucker, USA TODAY

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Microsoft, CrowdStrike outage disrupts travel and business worldwide

The problem was traced to an update by security company CrowdStrike, which said it had fixed the issue Friday morning.

A defective update to an obscure piece of security software knocked out computer systems around the globe Friday, causing widespread disruptions to travel, medical care and businesses of all stripes while revealing in stunning fashion the fragility of a world economy built on shared technology.

Airline passengers were stranded at airports as thousands of flights were canceled. Hospitals closed their doors to patients expecting routine appointments. Shoppers encountered self-checkout terminals showing the notorious Blue Screen of Death that pops up when Windows fails. Even the organizers of the upcoming Paris Olympics reported impacts to the delivery of uniforms.

The problem traced to an update issued for Windows computers by security firm CrowdStrike, the company said in a blog post. The company said at 6 a.m. Friday the problem had been identified and fixed, but by that point the effects had rippled around the world.

The effects of the outage were a reminder of how the global economy is dependent on computer systems that are vulnerable to everything from attacks by sophisticated hackers to bungled software updates. But while the problems were widespread, there was an element of randomness at play, too, depending on which companies in any given industry made use of the defective system.

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CrowdStrike chief executive George Kurtz said he was “deeply sorry” to anyone affected by the global outage during an appearance Friday on NBC’s “Today” show and vowed to “make sure every customer is fully recovered.”

Many CrowdStrike systems are recovering and will soon be operational, Kurtz said, but “it could take some time for some systems that won’t automatically recover.”

The company’s problems follow a string of computer security incidents and service outages in recent years that have disrupted online services. Bruce Schneier, a security technologist who teaches at the Harvard Kennedy School, said the latest problem shows how brittle parts of the online world have become as companies have chased efficiency while sacrificing resiliency.

“This is one of hundreds of companies you’ve never heard of that are essential to the functioning internet,” Schneier said. He compared the situation to a house built in such a way that nailing a picture to the wall puts it at risk of collapsing.

CrowdStrike’s software is widely used around the world by businesses seeking to defend themselves from hackers. The problems Friday affected only computers running Microsoft’s Windows operating system, CrowdStrike said, leaving Apple computers and those using Linux unaffected.

While Windows is the operating system for hundreds of millions of personal PCs, it also runs on the computers behind the scenes that are vital to the operation of airlines, digital payment systems, emergency services call centers and other organizations.

Microsoft chief executive Satya Nadella said in a post on X that his company was working with CrowdStrike and Windows users “to provide customers technical guidance and support to safely bring their systems back online.”

CrowdStrike said in the blog post that the faulty file implicated in the more widespread outages had a timestamp equivalent to 12:09 a.m. Eastern time Friday. An unrelated Microsoft outage Thursday also caused problems.

Some of the most visible early effects of the outage were at airlines. Budget U.S. carriers Frontier and Sun Country disclosed in the early hours of Friday that they were experiencing disruptions, and the problems spread to major airlines and affected airlines overseas.

By 6:30 p.m. more than 4,400 flights had been canceled worldwide. Of that, more than 2,700 were flights operating into, within or out of the United States, according to FlightAware.com , an online flight-tracking website. More than 40,000 flights were delayed worldwide, with delays affecting more than 10,000 flights originating or ending in the United States.

United Airlines said the outage impacted several key systems: those used for checking in customers, calculating aircraft weight and operating call centers.

In the United States alone the impacts were similar to what might be expected during a major snowstorm. And even as airlines reported getting operations back up and running Friday morning, problems in the aviation system can take hours to fully resolve as crews and aircraft are left in the wrong cities.

John Cox and his wife found themselves spending more than a day at Reagan National Airport as they tried to get a flight home to North Carolina.

A technical issue Thursday evening prompted major airlines including Delta to delay service and reroute passengers. Then their 10:17 a.m. Friday flight to Charlotte was pushed to Saturday at noon. “It completely derailed our plans,” Cox said, slumped on a seat by the entrance of the airport.

“We’re going to end up spending a lot more money hanging around in D.C. than if we were back at home,” Cox said, before reclining in his seat and sighing. “There should be some compensation for the immense inconvenience that so many people are enduring.”

By Friday morning it had become clear that the effects were reaching a large number of industries and affecting government agencies.

The effects on medical providers stretched from the United States to Israel, with doctors losing access to electronic medical records and some hospitals postponing elective procedures.

Mass General Brigham, a nonprofit that operates one of the largest hospital systems in Massachusetts, said on its website that it was canceling all “non-urgent visits” at its hospitals and clinics Friday. The organization said its emergency departments remained open and were providing care for urgent appointments and procedures.

Alison Baulos said her father, Gary Baulos, was scheduled to have heart surgery Friday at Baptist Health Hospital in Paducah, Ky., but got a call at 3:30 a.m. that the procedure was canceled due to the outage.

Her father, a 73-year-old former Navy Seabee and AT&T technician, had just been diagnosed with eight blockages and an aneurysm, she said, and had spent Thursday night at a hotel close to the hospital.

“The doctor said he can’t be too active, he can’t raise his hands above his head,” Alison Baulos said. She said her father is taking it in stride. His reaction to the cancellation, she said, was, “all right, since we’re already out here I guess we can go to IHOP for breakfast.”

Danielle Carzell, a 35-year-old Atlanta resident, was scheduled to have her hip replaced Friday, a procedure she’s eagerly anticipated for months. Born with a genetic condition — her hips are “like mismatched puzzle pieces,” she said — she’s in constant pain and hoped the surgery would relieve it. But after waiting for hours at Emory St. Joseph’s Hospital, she was told the procedure would have to be rescheduled due to the outage.

“I have no idea when I’m going to be able to get my surgery now,” she said. “I have a 5-year-old that I just want to play with, and this outage is just ruining everything.”

Even in a sector that has suffered debilitating blows this year — notably the hacks of claims processor Change Healthcare and health system Ascension — experts were surprised by the scale of the impacts Friday.

“I was stunned to see this kind of ripple effect,” said Chris Cummiskey, a cybersecurity expert and former Department of Homeland Security official. While CrowdStrike is often seen as the gold standard in cyber protection, he said this event may call for reviewing their internal practices.

“You don’t want to hit one button and have this kind of worldwide meltdown occur,” Cummiskey said.

Television news stations in several countries were knocked off the air. In Australia, the outage left ABC News unable to deliver its usual evening news update. Instead it showed a special report on the disruption at Sydney airports.

Some emergency services also reported problems. The Alaska State Troopers reported that, starting at 9 p.m. Thursday local time, 911 call centers statewide were not working correctly. Service was restored around 4 a.m. Friday when dispatch centers switched to analog phone systems or partnered with dispatch centers that had not been impacted, according to the Alaska Department of Public Safety.

Federal officials scrambled to assess the situation and provide assistance. Anne Neuberger, a security and technology adviser to President Biden , said her day began on a call with the White House situation room at 4 a.m. as the government sought to determine the effects on its own systems and critical parts of the economy.

“It highlights both the degree to which our economies, our national security are now digital and interconnected in a fundamental way,” said Neuberger, speaking on a panel at the Aspen Security Forum in Colorado.

A White House official said that Biden himself was briefed on the outage and that the administration was in touch with CrowdStrike and affected entities. The White House will get “sector by sector updates throughout the day and is standing by to provide assistance as needed,” the official added.

Transportation Secretary Pete Buttigieg said in an interview on CNBC Friday that he expected airlines, ports and freight companies to be largely back on their feet by Friday. But he said the episode should prompt some soul searching about the vulnerability of the country to even seemingly minor technical problems.

“We’re certainly in a new era in terms of these risks,” Buttigieg said. “I think there will be a huge amount of after action assessment, after the dust settles and things get back to normal.”

Hannah Ziegler, Jeff Stein, Aaron Gregg, Adela Suliman and Julian Mark contributed to this report.