Based on the updated best
estimates, roughly 6,500 employees could be impacted by the CrowdStrike
outage.
As of 10 a.m. ET, our IT Service
Desk technicians are currently listening to and processing employee voicemails
left between 7- 8 a.m. ET on Friday, July 19, 2024.
Due to the nature of the
issue, our technicians can’t remote into a user’s workstation and remediate. Therefore,
the resolution time per employee is ranging between 25 minutes and 35 minutes
with an average of 100 requests for service resolved per hour.
At this time there is no
agency-wide solution we can deploy to all computers, and we must continue to
resolve employee issues on a 1-to-1 basis with employee interaction.
If you are in within 50
miles of USPTO headquarters in Alexandria, you will have an option to come on
site to resolve the ongoing global issue at the two designated locations on
campus. We will have technical support staff from 8 a.m. until 5 p.m. ET on
Monday, July 22.
The locations are as
follows:
1.
Main campus building (Madison East/West Atrium)
right outside of the Public Search Facility
2.
Eisenhower Depot 2034 Eisenhower Avenue, Alexandria
VA 22134
Note: You must bring
your laptop to campus and there will be staff to assist in resolving the
issues.
Below are additional details
on the inventory of requests as of 10 a.m. ET on Saturday, July 20:
as we pivot our intake procedures to voicemail in order to streamline
assistance. As we have begun listening to and processing voicemail requests, we
have encountered some cases of duplication (multiple voicemail requests from
the same employee). We are committed to getting all employees back online as
quickly as we can. If you have already called and left a voicemail request,
please do not call and leave another one. This will help eliminate the need for
technicians to deduplicate requests.
Please
stay tuned to the USPTO System 411 blog, where we will provide
subsequent updates as more relevant information becomes available. We will
publish an update at 4 p.m. ET on Saturday, July 20.