Sunday Jul 21, 2024
Current Events
Current Status
As of 4 p.m. ET today, more than 5,700 USPTO computers remain offline due to the faulty CrowdStrike code.
Status of Resolution
We have added more technical support personnel to address this issue. Our increased technical support staff are currently both working through the backlog of voicemails and preparing to provide in-person technical support starting tomorrow, Monday, July 22.
Affected employees are required to resolve the issue via the following:
- If your duty station is within the 50-mile radius of Alexandria headquarters (Remote 50, routine, or situational telework programs, or a non-teleworker assigned to Alexandria), you are now required to make an in-person IT technical support appointment to resolve the issue. In-person resolution is anticipated to take less time and will allow virtual technicians to assist colleagues further afield. Directions are below.
- If your primary duty station is outside the 50-mile radius of Alexandria headquarters (TEAP, Remote 50 to a Regional Office, or assigned to a Regional Office), you are now required to make an appointment for virtual support. Directions are below.
You do not need access to the USPTO network to book an appointment. To book an appointment you need to provide:
- Your workstation ID (see green sticker on your device, for most employees, the ID begins with the letters “EGU”)
- Confirmation that you have rebooted your computer before your appointment (we need to confirm that the blue Recovery screen persists upon a reboot)
- An email address you can access without your work computer
- Personal phone number where you can be reached if needed
Please only book one appointment. The process to fix the problem is complex, we need all employees local to the HQ area to work with an IT technician in-person, while virtual appointments are prioritized for those employees outside the HQ area.
Service Desk Voicemails
If you have already called the Service Desk and left a message about this issue, we ask that you now please make an appointment to repair your computer. We are focusing all available IT personnel on assisting employees via the appointments system. Please do not leave additional voicemails.
If you have previously left a voicemail with the Service Desk and your duty station is within the 50-mile radius of Alexandria headquarters (Remote 50, routine, or situational telework programs, or a non-teleworker assigned to Alexandria), we ask that you use the in-person IT technical support and book an appointment via the directions below.
In-person Appointments for Alexandria Vicinity Employees
This option is only for employees whose primary duty station is within the 50-mile radius of Alexandria headquarters (Remote 50, routine, or situational telework programs, or a non-teleworker assigned to Alexandria).
To reserve an in-person appointment, please visit the USPTO Onsite Repair booking page using your mobile device or personal computer. Please only book one appointment, and do not plan to come to the Jefferson Building for in-person support until your confirmed appointment time (you will be asked for the confirmation email upon check-in).
Upon reserving an appointment time, you will receive confirmation via the email address you provided. In addition to the confirmation email, please plan to bring your computer and PIV badge to the appointment. Support personnel will be available in the Jefferson Building lobby to direct you to your appointment location.
Virtual Appointments for TEAPP Employees
This option is only available for employees whose primary duty station is outside the 50-mile radius of Alexandria headquarters (TEAP, Remote 50 to a Regional Office, or assigned to a Regional Office).
To reserve a virtual appointment, please visit the USPTO TEAPP Virtual Repair booking site using your mobile device or personal computer.
Upon reserving an appointment time, you will receive confirmation via the email address you provided. You will need access to your computer during your appointment.
Additional Appointment Times and Locations
At this time, in-person appointments are not available at any other USPTO locations, including regional offices. More in-person and virtual appointments will be added as users fill available dates and times, and as more IT support personnel becomes available.
Next Update
We will publish our next update tomorrow, around noon ET on Monday, July 22 to the System 411 page.
Posted at 07:10PM Jul 21, 2024 in Current Status